CA2532895A1 - Apparatus for supervising an automatic call distribution telephone system - Google Patents

Apparatus for supervising an automatic call distribution telephone system Download PDF

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Publication number
CA2532895A1
CA2532895A1 CA002532895A CA2532895A CA2532895A1 CA 2532895 A1 CA2532895 A1 CA 2532895A1 CA 002532895 A CA002532895 A CA 002532895A CA 2532895 A CA2532895 A CA 2532895A CA 2532895 A1 CA2532895 A1 CA 2532895A1
Authority
CA
Canada
Prior art keywords
agent
agents
calls
supervising
pending
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.)
Granted
Application number
CA002532895A
Other languages
French (fr)
Other versions
CA2532895C (en
Inventor
William K. Clare
Donn P. Sundby
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.)
Mitel Business Systems 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
Priority claimed from US08/248,260 external-priority patent/US5465286A/en
Application filed by Individual filed Critical Individual
Priority claimed from CA002190955A external-priority patent/CA2190955C/en
Publication of CA2532895A1 publication Critical patent/CA2532895A1/en
Application granted granted Critical
Publication of CA2532895C publication Critical patent/CA2532895C/en
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

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  • Sub-Exchange Stations And Push- Button Telephones (AREA)
  • Telephonic Communication Services (AREA)

Abstract

An agent supervising system is used in a telephone call management and distribution system having a plurality of telephone stations assigned to a plurality of agents. The agent supervising system displays agent activities using distinctive color highlighting and text or icon depictions corresponding to agent identification, location and status information on a map representation and in a directory listing graphically represented on a display at the supervisor's station. The agent supervising system also interacts with an agent locating system for locating agents and displaying the agents on the map representation on the supervisor's display. The prediction of pending abandonment of queued calls and color alarms indicating such pending loss of calls are also provided and the potential financial impact of pending loss of calls are determined and displayed.
CA002532895A 1994-05-24 1995-05-23 Apparatus for supervising an automatic call distribution telephone system Expired - Lifetime CA2532895C (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US08/248,260 US5465286A (en) 1994-05-24 1994-05-24 Apparatus for supervising an automatic call distribution telephone system
US08/248,260 1994-05-24
CA002190955A CA2190955C (en) 1994-05-24 1995-05-23 Apparatus for supervising an automatic call distribution telephone system

Related Parent Applications (1)

Application Number Title Priority Date Filing Date
CA002190955A Division CA2190955C (en) 1994-05-24 1995-05-23 Apparatus for supervising an automatic call distribution telephone system

Publications (2)

Publication Number Publication Date
CA2532895A1 true CA2532895A1 (en) 1995-12-07
CA2532895C CA2532895C (en) 2008-07-15

Family

ID=36035935

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002532895A Expired - Lifetime CA2532895C (en) 1994-05-24 1995-05-23 Apparatus for supervising an automatic call distribution telephone system

Country Status (1)

Country Link
CA (1) CA2532895C (en)

Also Published As

Publication number Publication date
CA2532895C (en) 2008-07-15

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Legal Events

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EEER Examination request
MKEX Expiry

Effective date: 20150525