CA2389075A1 - Virtual intelligent network for user interaction services - Google Patents

Virtual intelligent network for user interaction services Download PDF

Info

Publication number
CA2389075A1
CA2389075A1 CA002389075A CA2389075A CA2389075A1 CA 2389075 A1 CA2389075 A1 CA 2389075A1 CA 002389075 A CA002389075 A CA 002389075A CA 2389075 A CA2389075 A CA 2389075A CA 2389075 A1 CA2389075 A1 CA 2389075A1
Authority
CA
Canada
Prior art keywords
call
network
call center
center
xml
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Abandoned
Application number
CA002389075A
Other languages
English (en)
French (fr)
Inventor
Mukesh Sundaram
Prem Uppaluru
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Telera Inc
Original Assignee
Individual
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Individual filed Critical Individual
Publication of CA2389075A1 publication Critical patent/CA2389075A1/en
Abandoned legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00—Data switching networks
    • H04L12/66—Arrangements for connecting between networks having differing types of switching systems, e.g. gateways
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5125—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with remote located operators
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5237—Interconnection arrangements between ACD systems

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Telephonic Communication Services (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)
CA002389075A 1999-10-29 2000-10-20 Virtual intelligent network for user interaction services Abandoned CA2389075A1 (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US43037899A 1999-10-29 1999-10-29
US09/430,378 1999-10-29
PCT/US2000/041354 WO2001035617A2 (en) 1999-10-29 2000-10-20 Distributed call center with local points of presence

Publications (1)

Publication Number Publication Date
CA2389075A1 true CA2389075A1 (en) 2001-05-17

Family

ID=23707308

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002389075A Abandoned CA2389075A1 (en) 1999-10-29 2000-10-20 Virtual intelligent network for user interaction services

Country Status (6)

Country Link
EP (1) EP1260088A2 (ko)
JP (1) JP2004500754A (ko)
KR (1) KR20020082459A (ko)
AU (1) AU2614801A (ko)
CA (1) CA2389075A1 (ko)
WO (1) WO2001035617A2 (ko)

Families Citing this family (12)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
DE10201649B4 (de) * 2002-01-17 2005-02-17 Siemens Ag Anordnung zur Überwachung von Komponenten in einem Kommunikationsnetz
US20030212558A1 (en) * 2002-05-07 2003-11-13 Matula Valentine C. Method and apparatus for distributed interactive voice processing
US6839422B2 (en) * 2002-07-18 2005-01-04 Newstep Networks, Inc. Method and apparatus for providing local call treatment discrimination for selected calls on a switched telephone network
GB2407737B (en) * 2002-08-30 2006-05-17 Ericsson Telefon Ab L M Intelligent peripheral for speech recognition in networks
EP1401182A1 (de) 2002-09-20 2004-03-24 Siemens AG Anwesenheitsanrufzentrale für abgehende Anrufe
US20040210623A1 (en) * 2003-03-06 2004-10-21 Aamer Hydrie Virtual network topology generation
KR100612440B1 (ko) * 2003-12-19 2006-08-16 삼성전자주식회사 Ｃｔｉ시스템에서의 컨택 센터간 호 및 데이터 연계 방법및 그 시스템
US7418092B2 (en) * 2004-03-08 2008-08-26 Alto Ventures, Inc. Virtual call center
JP4350001B2 (ja) 2004-08-17 2009-10-21 富士通株式会社 ページ情報収集プログラム、ページ情報収集方法、及びページ情報収集装置
US7809663B1 (en) 2006-05-22 2010-10-05 Convergys Cmg Utah, Inc. System and method for supporting the utilization of machine language
US8379830B1 (en) 2006-05-22 2013-02-19 Convergys Customer Management Delaware Llc System and method for automated customer service with contingent live interaction
US8755372B2 (en) * 2009-04-27 2014-06-17 Five9, Inc. Secure customer service proxy portal

Family Cites Families (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5528678A (en) * 1993-12-27 1996-06-18 At&T Corp. Revertive calling automatic call distributor
US5771275A (en) * 1996-12-17 1998-06-23 Telefonaktiebolaget Lm Ericsson Use of ISDN to provide wireless office environment connection to the public land mobile network
US6104802A (en) * 1997-02-10 2000-08-15 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
CA2303840A1 (en) * 1997-09-18 1999-04-22 Patrick K. Brady System and method for integrating voice on network with traditional telephony
AU1371599A (en) * 1997-10-31 1999-05-24 Iota Industries Ltd. Information component management system

Also Published As

Publication number Publication date
EP1260088A2 (en) 2002-11-27
KR20020082459A (ko) 2002-10-31
JP2004500754A (ja) 2004-01-08
WO2001035617A3 (en) 2002-09-12
WO2001035617A2 (en) 2001-05-17
AU2614801A (en) 2001-06-06

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Legal Events

Date Code Title Description
FZDE Dead