DE60045405D1 - Auf einer Netzwerkursprungadresse von einem aufforderungsherkunft basierte Kundenbehandlung in einer Anrufzentrale - Google Patents

Auf einer Netzwerkursprungadresse von einem aufforderungsherkunft basierte Kundenbehandlung in einer Anrufzentrale

Info

Publication number
DE60045405D1
DE60045405D1 DE60045405T DE60045405T DE60045405D1 DE 60045405 D1 DE60045405 D1 DE 60045405D1 DE 60045405 T DE60045405 T DE 60045405T DE 60045405 T DE60045405 T DE 60045405T DE 60045405 D1 DE60045405 D1 DE 60045405D1
Authority
DE
Germany
Prior art keywords
call center
based customer
originating address
origin based
request origin
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
DE60045405T
Other languages
English (en)
Inventor
Andrew Derek Flockhart
Robin H Foster
Eugene P Mathews
John Z Taylor
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.)
Avaya Inc
Original Assignee
Avaya 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 Avaya Inc filed Critical Avaya Inc
Application granted granted Critical
Publication of DE60045405D1 publication Critical patent/DE60045405D1/de
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/003—Click to dial services
    • 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
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2066—Call type detection of indication, e.g. voice or fax, mobile of fixed, PSTN or IP
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/55—Aspects of automatic or semi-automatic exchanges related to network data storage and management
    • H04M2203/551—Call history
    • 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
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • 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
    • H04M3/5235—Dependent on call type or called number [DNIS]

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • General Engineering & Computer Science (AREA)
  • Telephonic Communication Services (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)
DE60045405T 1999-12-15 2000-11-17 Auf einer Netzwerkursprungadresse von einem aufforderungsherkunft basierte Kundenbehandlung in einer Anrufzentrale Expired - Lifetime DE60045405D1 (de)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US09/461,903 US6732188B1 (en) 1999-12-15 1999-12-15 Method for providing customer treatment based on specified rules in conjunction with network source address of a request originator

Publications (1)

Publication Number Publication Date
DE60045405D1 true DE60045405D1 (de) 2011-02-03

Family

ID=23834412

Family Applications (1)

Application Number Title Priority Date Filing Date
DE60045405T Expired - Lifetime DE60045405D1 (de) 1999-12-15 2000-11-17 Auf einer Netzwerkursprungadresse von einem aufforderungsherkunft basierte Kundenbehandlung in einer Anrufzentrale

Country Status (5)

Country Link
US (1) US6732188B1 (de)
EP (1) EP1109386B1 (de)
JP (1) JP3787275B2 (de)
CA (1) CA2326852C (de)
DE (1) DE60045405D1 (de)

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GB9603582D0 (en) 1996-02-20 1996-04-17 Hewlett Packard Co Method of accessing service resource items that are for use in a telecommunications system
AU2000228003A1 (en) * 2000-01-31 2001-08-14 Nokia Corporation Method and system for resolving between geographic information and network addresses in a wide area network, preferably in the internet
US6947980B1 (en) * 2000-08-28 2005-09-20 Qwest Communications International, Inc. Method and system for verifying modem status
US7085358B2 (en) 2001-06-25 2006-08-01 Bellsouth Intellectual Property Corporation Visual caller identification
US7403768B2 (en) * 2001-08-14 2008-07-22 At&T Delaware Intellectual Property, Inc. Method for using AIN to deliver caller ID to text/alpha-numeric pagers as well as other wireless devices, for calls delivered to wireless network
US7315614B2 (en) 2001-08-14 2008-01-01 At&T Delaware Intellectual Property, Inc. Remote notification of communications
US7269249B2 (en) 2001-09-28 2007-09-11 At&T Bls Intellectual Property, Inc. Systems and methods for providing user profile information in conjunction with an enhanced caller information system
US7315618B1 (en) 2001-12-27 2008-01-01 At&T Bls Intellectual Property, Inc. Voice caller ID
US6707888B1 (en) * 2002-05-06 2004-03-16 Sprint Communications Company, L.P. Location evaluation for callers that place emergency telephone calls over packet networks
US7139374B1 (en) 2002-07-23 2006-11-21 Bellsouth Intellectual Property Corp. System and method for gathering information related to a geographical location of a callee in a public switched telephone network
US7127488B1 (en) * 2002-07-23 2006-10-24 Bellsouth Intellectual Property Corp. System and method for gathering information related to a geographical location of a caller in an internet-based communication system
US7623645B1 (en) 2002-07-23 2009-11-24 At&T Intellectual Property, I, L.P. System and method for gathering information related to a geographical location of a caller in a public switched telephone network
US7978833B2 (en) 2003-04-18 2011-07-12 At&T Intellectual Property I, L.P. Private caller ID messaging
US7443964B2 (en) 2003-04-18 2008-10-28 At&T Intellectual Property, I,L.P. Caller ID messaging
JP2004349802A (ja) * 2003-05-20 2004-12-09 Sharp Corp Ｉｐ電話装置
US7533383B2 (en) * 2003-11-12 2009-05-12 International Business Machines Corporation Method, system, and apparatus for scheduling pattern based web services
US7623849B2 (en) 2003-11-13 2009-11-24 At&T Intellectual Property, I, L.P. Method, system, and storage medium for providing comprehensive originator identification services
US7672444B2 (en) 2003-12-24 2010-03-02 At&T Intellectual Property, I, L.P. Client survey systems and methods using caller identification information
US7536177B2 (en) 2004-04-16 2009-05-19 Broadcom Corporation Enhanced caller ID information based on access device information via a broadband access gateway
EP1587292B1 (de) * 2004-04-16 2011-07-20 Broadcom Corporation Fernkonfiguration und Fernsteuerung von lokalen Vorrichtungen über ein Breitbandzugangsgateway
US8195136B2 (en) 2004-07-15 2012-06-05 At&T Intellectual Property I, L.P. Methods of providing caller identification information and related registries and radiotelephone networks
DE102005045113B4 (de) * 2005-09-21 2018-02-01 Unify Gmbh & Co. Kg Verfahren, Kommunikationsendeinrichtung und Kommunikationssystem zum Zuordnen einer Information zu einer Adressinformation einer Kommunikationsendeinrichtung
US7636433B2 (en) * 2005-12-02 2009-12-22 Avaya Inc. Timeline visualization for call center processes
US8036371B2 (en) * 2005-12-05 2011-10-11 Avaya Inc. Utilizing small group call center agents to improve productivity without impacting service level targets
US7599861B2 (en) 2006-03-02 2009-10-06 Convergys Customer Management Group, Inc. System and method for closed loop decisionmaking in an automated care system
US7818201B2 (en) * 2006-03-31 2010-10-19 Vology, Inc. Lead referral system
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
US20080037761A1 (en) * 2006-06-28 2008-02-14 West Corporation Remotely Monitoring Call Center Statistics
US7915126B2 (en) * 2007-02-14 2011-03-29 Micron Technology, Inc. Methods of forming non-volatile memory cells, and methods of forming NAND cell unit string gates
US8160226B2 (en) 2007-08-22 2012-04-17 At&T Intellectual Property I, L.P. Key word programmable caller ID
US8243909B2 (en) 2007-08-22 2012-08-14 At&T Intellectual Property I, L.P. Programmable caller ID
US20090158278A1 (en) * 2007-12-12 2009-06-18 Brent De-Kay System, method, and apparatus for multi-channel user interaction
US8638925B1 (en) 2009-01-29 2014-01-28 United Services Automotive Association (USAA) Systems and methods for providing access to available agent
US8238538B2 (en) 2009-05-28 2012-08-07 Comcast Cable Communications, Llc Stateful home phone service
US20140032713A1 (en) * 2012-07-26 2014-01-30 Salesforce.Com, Inc. Computer implemented methods and apparatus for providing knowledge items related to a communication

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US5537470A (en) 1994-04-06 1996-07-16 At&T Corp. Method and apparatus for handling in-bound telemarketing calls
US5684872A (en) 1995-07-21 1997-11-04 Lucent Technologies Inc. Prediction of a caller's motivation as a basis for selecting treatment of an incoming call
US5884032A (en) 1995-09-25 1999-03-16 The New Brunswick Telephone Company, Limited System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
US6130933A (en) 1996-02-02 2000-10-10 Genesys Telecommunications Laboratories, Inc. Apparatus and methods for coordinating telephone and data communications
CA2161506C (en) * 1995-10-26 2000-01-25 Deborah Pinard File retrieval with incoming calls
JP3777638B2 (ja) 1995-12-18 2006-05-24 ソニー株式会社 通話システムの端末装置及び通話方法
US5918213A (en) 1995-12-22 1999-06-29 Mci Communications Corporation System and method for automated remote previewing and purchasing of music, video, software, and other multimedia products
US5826014A (en) * 1996-02-06 1998-10-20 Network Engineering Software Firewall system for protecting network elements connected to a public network
US5793861A (en) 1996-06-11 1998-08-11 Executone Information Systems, Inc. Transaction processing system and method
US6147976A (en) * 1996-06-24 2000-11-14 Cabletron Systems, Inc. Fast network layer packet filter
US5724412A (en) 1996-10-07 1998-03-03 U S West, Inc. Method and system for displaying internet identification on customer premises equipment
US5867495A (en) 1996-11-18 1999-02-02 Mci Communications Corporations System, method and article of manufacture for communications utilizing calling, plans in a hybrid network
US5899980A (en) 1997-08-11 1999-05-04 Trivnet Ltd. Retail method over a wide area network
US6047325A (en) * 1997-10-24 2000-04-04 Jain; Lalit Network device for supporting construction of virtual local area networks on arbitrary local and wide area computer networks
US6233616B1 (en) * 1997-10-24 2001-05-15 William J. Reid Enterprise network management using directory containing network addresses of users obtained through DHCP to control routers and servers
US6157950A (en) * 1997-12-05 2000-12-05 Encanto Networks, Inc. Methods and apparatus for interfacing a computer or small network to a wide area network such as the internet
US6006272A (en) * 1998-02-23 1999-12-21 Lucent Technologies Inc. Method for network address translation
JPH11346266A (ja) * 1998-06-02 1999-12-14 Hitachi Ltd コンピュータテレフォニーインテグレーションシステム，情報提供装置，交換機制御装置，及びそれに用いる記憶媒体
US6195706B1 (en) * 1998-07-07 2001-02-27 Emc Corporation Methods and apparatus for determining, verifying, and rediscovering network IP addresses
US6192114B1 (en) * 1998-09-02 2001-02-20 Cbt Flint Partners Method and apparatus for billing a fee to a party initiating an electronic mail communication when the party is not on an authorization list associated with the party to whom the communication is directed
US6324578B1 (en) * 1998-12-14 2001-11-27 International Business Machines Corporation Methods, systems and computer program products for management of configurable application programs on a network
US6393488B1 (en) * 1999-05-27 2002-05-21 3Com Corporation System and method for supporting internet protocol subnets with network address translators

Also Published As

Publication number Publication date
EP1109386B1 (de) 2010-12-22
EP1109386A3 (de) 2004-01-02
EP1109386A2 (de) 2001-06-20
US6732188B1 (en) 2004-05-04
CA2326852C (en) 2006-08-08
JP2001223802A (ja) 2001-08-17
JP3787275B2 (ja) 2006-06-21
CA2326852A1 (en) 2001-06-15

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