DE60001354D1 - Teilnehmergesteuerte Netzwerkleitweglenkung zu automatischen Anrufverteilsystemen - Google Patents

Teilnehmergesteuerte Netzwerkleitweglenkung zu automatischen Anrufverteilsystemen

Info

Publication number
DE60001354D1
DE60001354D1 DE60001354T DE60001354T DE60001354D1 DE 60001354 D1 DE60001354 D1 DE 60001354D1 DE 60001354 T DE60001354 T DE 60001354T DE 60001354 T DE60001354 T DE 60001354T DE 60001354 D1 DE60001354 D1 DE 60001354D1
Authority
DE
Germany
Prior art keywords
subscriber
distribution systems
network routing
automatic call
call distribution
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.)
Expired - Lifetime
Application number
DE60001354T
Other languages
English (en)
Other versions
DE60001354T2 (de
Inventor
Andrew D Flockhart
Eugene P Mathews
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.)
Nokia of America Corp
Original Assignee
Lucent Technologies Inc
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 Lucent Technologies Inc filed Critical Lucent Technologies Inc
Application granted granted Critical
Publication of DE60001354D1 publication Critical patent/DE60001354D1/de
Publication of DE60001354T2 publication Critical patent/DE60001354T2/de
Anticipated expiration legal-status Critical
Expired - Lifetime 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
    • H04L12/28—Data switching networks characterised by path configuration, e.g. LAN [Local Area Networks] or WAN [Wide Area Networks]
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/0016—Arrangements providing connection between exchanges
    • 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
    • H04M3/5232—Call distribution algorithms
    • H04M3/5234—Uniform load distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13072—Sequence circuits for call signaling, ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13104—Central control, computer control
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13107—Control equipment for a part of the connection, distributed control, co-processing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13141—Hunting for free outlet, circuit or channel
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13164—Traffic (registration, measurement,...)
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13166—Fault prevention
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13342—Arrangement of switches in the network
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13353—Routing table, map memory

Landscapes

  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)
DE60001354T 2000-02-15 2000-08-29 Teilnehmergesteuerte Netzwerkleitweglenkung zu automatischen Anrufverteilsystemen Expired - Lifetime DE60001354T2 (de)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US09/504,139 US6678371B1 (en) 2000-02-15 2000-02-15 Direct customer control of a network router

Publications (2)

Publication Number Publication Date
DE60001354D1 true DE60001354D1 (de) 2003-03-13
DE60001354T2 DE60001354T2 (de) 2003-10-30

Family

ID=24005011

Family Applications (1)

Application Number Title Priority Date Filing Date
DE60001354T Expired - Lifetime DE60001354T2 (de) 2000-02-15 2000-08-29 Teilnehmergesteuerte Netzwerkleitweglenkung zu automatischen Anrufverteilsystemen

Country Status (6)

Country Link
US (1) US6678371B1 (de)
EP (1) EP1126731B1 (de)
JP (1) JP2001251359A (de)
KR (1) KR20010082629A (de)
CA (1) CA2328845C (de)
DE (1) DE60001354T2 (de)

Families Citing this family (10)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7496924B2 (en) * 2000-03-27 2009-02-24 Siemens Communications, Inc. Dispatching messages among registered software modules in telecommunications system including telephony internet server coupled between packet network and PBX
US8578215B2 (en) * 2001-11-19 2013-11-05 Hewlett-Packard Development Company, L.P. Method and system for gathering data using automatic appliance failover
US6937715B2 (en) 2002-09-26 2005-08-30 Nortel Networks Limited Contact center management
US7400583B2 (en) * 2002-09-30 2008-07-15 Nortel Networks Limited Determining and using value of traffic relying on a given component of a communications network
GB2410578B (en) * 2004-02-02 2008-04-16 Surfkitchen Inc Routing system
US7818010B2 (en) * 2005-05-31 2010-10-19 Avaya Inc. Methods and apparatus for allocating resources in a distributed environment
US8675861B2 (en) * 2006-06-14 2014-03-18 Avaya Inc. Methods and apparatus for variable wait treatments for requests enqueued in one or more queues
US20090120922A1 (en) * 2007-11-09 2009-05-14 Gm Global Technology Operations, Inc. Ceramic Body and Steel Post Locating Pin Assembly
US8347307B2 (en) * 2008-03-12 2013-01-01 International Business Machines Corporation Method and system for cost avoidance in virtualized computing environments
US8700752B2 (en) * 2009-11-03 2014-04-15 International Business Machines Corporation Optimized efficient LPAR capacity consolidation

Family Cites Families (18)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4737983A (en) 1985-10-02 1988-04-12 American Telephone And Telegraph Company Communications, Inc. Automatic call distributor telephone service
US4896350A (en) 1989-03-29 1990-01-23 American Telephone And Telegraph Company Arrangement for providing a call-connection service
US5036535A (en) * 1989-11-27 1991-07-30 Unifi Communications Corporation Switchless automatic call distribution system
US5291550A (en) 1990-12-26 1994-03-01 At&T Bell Laboratories Dynamic network call distributor
US5815566A (en) 1991-10-10 1998-09-29 Executone Information Systems, Inc. Apparatus and method for dynamic inbound/outbound call management and for scheduling appointments
US5452350A (en) * 1992-03-09 1995-09-19 Advantis Subscriber call routing processing system
US5309513A (en) * 1992-07-02 1994-05-03 Rockwell International Corporation Telephone system with ubiquitous agents
US5335268A (en) 1992-10-22 1994-08-02 Mci Communications Corporation Intelligent routing of special service telephone traffic
US5553133A (en) 1994-06-30 1996-09-03 Siemens Rolm Communications, Inc. System and method for predictive outdialing
JP3308718B2 (ja) 1994-07-28 2002-07-29 富士通株式会社 自動発信制御方法および装置
US5530744A (en) 1994-09-20 1996-06-25 At&T Corp. Method and system for dynamic customized call routing
US5546452A (en) * 1995-03-02 1996-08-13 Geotel Communications Corp. Communications system using a central controller to control at least one network and agent system
US5640445A (en) 1995-05-26 1997-06-17 Eis International, Inc Outbound call pacing method which statistically matches the number of calls dialed to the number of available operators
US5570419A (en) 1995-10-13 1996-10-29 Intervoice Limited Partnership System and method for an improved predictive dialer
US5802161A (en) 1996-03-22 1998-09-01 Austin Logistics Inc. Method and system for optimized scheduling
US5905793A (en) 1997-03-07 1999-05-18 Lucent Technologies Inc. Waiting-call selection based on anticipated wait times
US6327364B1 (en) * 1998-12-15 2001-12-04 Siemens Information And Communication Networks, Inc. Reducing resource consumption by ACD systems
US6366668B1 (en) * 1999-03-11 2002-04-02 Avaya Technology Corp. Method of routing calls in an automatic call distribution network

Also Published As

Publication number Publication date
EP1126731A1 (de) 2001-08-22
JP2001251359A (ja) 2001-09-14
EP1126731B1 (de) 2003-02-05
US6678371B1 (en) 2004-01-13
DE60001354T2 (de) 2003-10-30
CA2328845A1 (en) 2001-08-15
KR20010082629A (ko) 2001-08-30
CA2328845C (en) 2005-06-21

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Legal Events

Date Code Title Description
8364 No opposition during term of opposition