CA2714435A1 - Systeme et procede pour systemes de menu telephonique - Google Patents

Systeme et procede pour systemes de menu telephonique Download PDF

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Publication number
CA2714435A1
CA2714435A1 CA2714435A CA2714435A CA2714435A1 CA 2714435 A1 CA2714435 A1 CA 2714435A1 CA 2714435 A CA2714435 A CA 2714435A CA 2714435 A CA2714435 A CA 2714435A CA 2714435 A1 CA2714435 A1 CA 2714435A1
Authority
CA
Canada
Prior art keywords
ics
party
waiting party
ivr
waiting
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
CA2714435A
Other languages
English (en)
Other versions
CA2714435C (fr
Inventor
Shai Berger
Jason P. Bigue
Michael Pultz
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.)
Foncloud 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 CA2714435A1 publication Critical patent/CA2714435A1/fr
Application granted granted Critical
Publication of CA2714435C publication Critical patent/CA2714435C/fr
Active legal-status Critical Current
Anticipated expiration legal-status Critical

Links

Classifications

    • 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
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • 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
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Computer And Data Communications (AREA)

Abstract

Un système de communication indépendant (independent communications system/ICS) est utilisé au cours d'une transaction entre une partie en attente et une partie de mise en file d'attente, l'intervenant de misse en file d'attente étant équipé d'un système de réponses vocales interactif (Interactive Voice response/IVR). Le système IVR comprend des noeuds mutliples et le système ICS est conçu pour se connecter sur un noeud particulier des système IVR.
CA2714435A 2008-03-10 2009-03-10 Systeme et procede pour systemes de menu telephonique Active CA2714435C (fr)

Applications Claiming Priority (5)

Application Number Priority Date Filing Date Title
US3519508P 2008-03-10 2008-03-10
US3520408P 2008-03-10 2008-03-10
US61/035,195 2008-03-10
US61/035,204 2008-03-10
PCT/US2009/036613 WO2009114501A1 (fr) 2008-03-10 2009-03-10 Système et procédé pour systèmes de menu téléphonique

Publications (2)

Publication Number Publication Date
CA2714435A1 true CA2714435A1 (fr) 2009-09-17
CA2714435C CA2714435C (fr) 2017-11-21

Family

ID=41065548

Family Applications (3)

Application Number Title Priority Date Filing Date
CA2716732A Active CA2716732C (fr) 2008-03-10 2009-03-10 Systeme et procede de mappage externe pour menu de reponses vocales interactif
CA2714435A Active CA2714435C (fr) 2008-03-10 2009-03-10 Systeme et procede pour systemes de menu telephonique
CA2857140A Active CA2857140C (fr) 2008-03-10 2009-03-10 Systeme et procede de mappage externe pour menu de reponses vocales interactif

Family Applications Before (1)

Application Number Title Priority Date Filing Date
CA2716732A Active CA2716732C (fr) 2008-03-10 2009-03-10 Systeme et procede de mappage externe pour menu de reponses vocales interactif

Family Applications After (1)

Application Number Title Priority Date Filing Date
CA2857140A Active CA2857140C (fr) 2008-03-10 2009-03-10 Systeme et procede de mappage externe pour menu de reponses vocales interactif

Country Status (2)

Country Link
CA (3) CA2716732C (fr)
WO (2) WO2009114498A2 (fr)

Family Cites Families (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
DE60001809T2 (de) * 2000-05-16 2004-03-11 Swisscom Ag Sprach-Portal Host-Rechner und Verfahren
US20030112931A1 (en) * 2001-12-19 2003-06-19 Wendell Brown Facilitating navigation of an interactive voice response (IVR) menu to establish a telephone connection
US7016842B2 (en) * 2002-03-26 2006-03-21 Sbc Technology Resources, Inc. Method and system for evaluating automatic speech recognition telephone services
KR20040039586A (ko) * 2002-11-04 2004-05-12 (주)포이시스 음성인식을 이용한 ａｒｓ정보 추출 시스템 및 방법
US7221753B2 (en) * 2003-03-04 2007-05-22 Verizon Business Global Llc Method and system for providing network interactive voice response with intelligent call routing integration
US6788770B1 (en) * 2003-03-27 2004-09-07 Sprint Communications Company L.P. Intelligent voice response system with navigator database
US7317789B2 (en) * 2004-01-07 2008-01-08 International Business Machines Corporation Method and apparatus for automatic telephone menu navigation
US8774394B2 (en) * 2005-04-27 2014-07-08 At&T Intellectual Property Ii, L.P. System and method for eliminating hold time in a telecommunications network

Also Published As

Publication number Publication date
CA2716732A1 (fr) 2009-09-17
WO2009114498A3 (fr) 2009-12-17
CA2857140C (fr) 2017-02-21
CA2857140A1 (fr) 2009-09-17
WO2009114498A2 (fr) 2009-09-17
WO2009114501A1 (fr) 2009-09-17
CA2714435C (fr) 2017-11-21
CA2716732C (fr) 2015-12-29

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Effective date: 20140228