CN100409628C - 在通信网中控制呼叫处理的方法和设备 - Google Patents
在通信网中控制呼叫处理的方法和设备 Download PDFInfo
- Publication number
- CN100409628C CN100409628C CNB021190569A CN02119056A CN100409628C CN 100409628 C CN100409628 C CN 100409628C CN B021190569 A CNB021190569 A CN B021190569A CN 02119056 A CN02119056 A CN 02119056A CN 100409628 C CN100409628 C CN 100409628C
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- communication equipment
- calling
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- 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.)
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- 238000004891 communication Methods 0.000 title claims abstract description 79
- 238000000034 method Methods 0.000 title claims abstract description 45
- 230000008859 change Effects 0.000 claims description 55
- 230000005540 biological transmission Effects 0.000 claims description 2
- 230000011664 signaling Effects 0.000 abstract description 11
- 238000012545 processing Methods 0.000 abstract description 7
- 230000008569 process Effects 0.000 description 6
- 238000012508 change request Methods 0.000 description 4
- 238000010586 diagram Methods 0.000 description 3
- 230000001276 controlling effect Effects 0.000 description 2
- 238000009826 distribution Methods 0.000 description 2
- 230000004044 response Effects 0.000 description 2
- 238000009827 uniform distribution Methods 0.000 description 2
- LZDYZEGISBDSDP-UHFFFAOYSA-N 2-(1-ethylaziridin-1-ium-1-yl)ethanol Chemical compound OCC[N+]1(CC)CC1 LZDYZEGISBDSDP-UHFFFAOYSA-N 0.000 description 1
- 102100031237 Cystatin-A Human genes 0.000 description 1
- 101000921786 Homo sapiens Cystatin-A Proteins 0.000 description 1
- 230000009471 action Effects 0.000 description 1
- 238000012512 characterization method Methods 0.000 description 1
- 230000002596 correlated effect Effects 0.000 description 1
- 238000005516 engineering process Methods 0.000 description 1
- 230000008676 import Effects 0.000 description 1
- 230000002452 interceptive effect Effects 0.000 description 1
- 238000012423 maintenance Methods 0.000 description 1
- 238000004519 manufacturing process Methods 0.000 description 1
- 238000012986 modification Methods 0.000 description 1
- 230000004048 modification Effects 0.000 description 1
- 230000008520 organization Effects 0.000 description 1
- 238000002203 pretreatment Methods 0.000 description 1
- 238000012546 transfer Methods 0.000 description 1
Images
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
Landscapes
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
- Communication Control (AREA)
Abstract
Description
Claims (36)
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US09/849,550 US6819755B2 (en) | 2001-05-04 | 2001-05-04 | Methods and apparatus for controlling call handling in a communications network |
US09/849550 | 2001-05-04 |
Publications (2)
Publication Number | Publication Date |
---|---|
CN1384647A CN1384647A (zh) | 2002-12-11 |
CN100409628C true CN100409628C (zh) | 2008-08-06 |
Family
ID=25305976
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
CNB021190569A Expired - Lifetime CN100409628C (zh) | 2001-05-04 | 2002-05-08 | 在通信网中控制呼叫处理的方法和设备 |
Country Status (3)
Country | Link |
---|---|
US (1) | US6819755B2 (zh) |
EP (1) | EP1255396B1 (zh) |
CN (1) | CN100409628C (zh) |
Families Citing this family (3)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US6870925B2 (en) * | 2001-11-13 | 2005-03-22 | Rockwell Electronic Commerce Corp. | Method and apparatus for providing music to an agent during non-voice dialog communication in an automatic call distributor system |
US20060182252A1 (en) * | 2005-02-01 | 2006-08-17 | Sbc Knowledge Ventures Lp | Method and apparatus for maintaining automated call transfers between service centers |
US9661138B2 (en) | 2015-01-14 | 2017-05-23 | Unify Gmbh & Co. Kg | System and method for automatic intention evaluation and communication routing |
Citations (3)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN1228897A (zh) * | 1996-08-30 | 1999-09-15 | 西门子公司 | 自动呼叫分配系统的各功能纳入到交互语音应答系统中的方法 |
US6122365A (en) * | 1998-12-18 | 2000-09-19 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for load-balancing of call processing between multiple call-destination sites and routing of calls by way of call-destination site control |
US6195357B1 (en) * | 1996-09-24 | 2001-02-27 | Intervoice Limited Partnership | Interactive information transaction processing system with universal telephony gateway capabilities |
Family Cites Families (17)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US4949373A (en) | 1989-01-06 | 1990-08-14 | International Business Machines Corporation | Host load balancing |
US5265157A (en) * | 1990-10-16 | 1993-11-23 | International Business Machines Corporation | Answer supervision and service selection |
US5333133A (en) * | 1992-04-28 | 1994-07-26 | Teloquent Communications Corporation | Call processing control system |
US5444774A (en) * | 1992-06-26 | 1995-08-22 | At&T Corp. | Interactive queuing sytem for call centers |
US5712902A (en) * | 1992-12-18 | 1998-01-27 | Northern Telecom Limited | Telecommunications answering feature method and apparatus |
US5566234A (en) * | 1993-08-16 | 1996-10-15 | Mci Communications Corporation | Method for controlling fraudulent telephone calls |
US5594791A (en) * | 1994-10-05 | 1997-01-14 | Inventions, Inc. | Method and apparatus for providing result-oriented customer service |
US6044144A (en) * | 1997-02-07 | 2000-03-28 | Mci Communications Corp. | Network call parking manager |
US6064667A (en) * | 1997-02-10 | 2000-05-16 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call centers |
US5970134A (en) * | 1997-02-26 | 1999-10-19 | Mci Communications Corporation | System and method for monitoring calls parked on an automatic call distributor |
US6195417B1 (en) | 1997-11-18 | 2001-02-27 | Telecheck International, Inc. | Automated system for accessing speech-based information |
US6088437A (en) * | 1998-04-23 | 2000-07-11 | Touch Tone Technologies Inc. | Call processing system, method and computer program product |
US6493433B2 (en) * | 1998-07-07 | 2002-12-10 | Mci Communications Corporation | Multi-threaded database system for an interactive voice response platform |
US6563916B1 (en) * | 1998-07-08 | 2003-05-13 | Lucent Technologies Inc. | System for transmitting a change in call queued/hold state across a communications network |
US7136373B2 (en) * | 2000-06-30 | 2006-11-14 | Cisco Technology, Inc. | Interception call signaling method and apparatus between a gatekeeper and an intelligent peripheral in a voice frame network |
US6456711B1 (en) * | 2000-12-12 | 2002-09-24 | At&T Corp. | Method for placing a call intended for an enhanced network user on hold while the enhanced network user is unavailable to take the call using a distributed feature architecture |
US7110524B2 (en) * | 2001-08-07 | 2006-09-19 | Qwest Communications International, Inc. | Method and system for call queueing and customer application interaction |
-
2001
- 2001-05-04 US US09/849,550 patent/US6819755B2/en not_active Expired - Lifetime
-
2002
- 2002-04-30 EP EP02009803A patent/EP1255396B1/en not_active Expired - Lifetime
- 2002-05-08 CN CNB021190569A patent/CN100409628C/zh not_active Expired - Lifetime
Patent Citations (3)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN1228897A (zh) * | 1996-08-30 | 1999-09-15 | 西门子公司 | 自动呼叫分配系统的各功能纳入到交互语音应答系统中的方法 |
US6195357B1 (en) * | 1996-09-24 | 2001-02-27 | Intervoice Limited Partnership | Interactive information transaction processing system with universal telephony gateway capabilities |
US6122365A (en) * | 1998-12-18 | 2000-09-19 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for load-balancing of call processing between multiple call-destination sites and routing of calls by way of call-destination site control |
Also Published As
Publication number | Publication date |
---|---|
US6819755B2 (en) | 2004-11-16 |
US20020164010A1 (en) | 2002-11-07 |
EP1255396A3 (en) | 2004-05-12 |
EP1255396A2 (en) | 2002-11-06 |
CN1384647A (zh) | 2002-12-11 |
EP1255396B1 (en) | 2013-02-13 |
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Legal Events
Date | Code | Title | Description |
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C06 | Publication | ||
PB01 | Publication | ||
C10 | Entry into substantive examination | ||
SE01 | Entry into force of request for substantive examination | ||
C14 | Grant of patent or utility model | ||
GR01 | Patent grant | ||
CP01 | Change in the name or title of a patent holder |
Address after: American Florida Patentee after: Unified Co. Address before: American Florida Patentee before: SIEMENS ENTERPRISE COMMUNICATIONS, Inc. |
|
CP01 | Change in the name or title of a patent holder | ||
TR01 | Transfer of patent right | ||
TR01 | Transfer of patent right |
Effective date of registration: 20190820 Address after: American Florida Patentee after: SIEMENS ENTERPRISE COMMUNICATIONS, Inc. Address before: American Florida Patentee before: SIEMENS COMMUNICATIONS, Inc. Effective date of registration: 20190820 Address after: American Florida Patentee after: SIEMENS COMMUNICATIONS, Inc. Address before: American Florida Patentee before: SIEMENS INFORMATION AND COMMUNICATION NETWORKS, Inc. |
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TR01 | Transfer of patent right |
Effective date of registration: 20191224 Address after: Utah, USA Patentee after: Incant Address before: Florida, USA Patentee before: Unified Co. |
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TR01 | Transfer of patent right | ||
CX01 | Expiry of patent term |
Granted publication date: 20080806 |
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CX01 | Expiry of patent term |