DE60103259T2 - Pünktliches Abschalten einer Anrufzentrale - Google Patents

Pünktliches Abschalten einer Anrufzentrale Download PDF

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Publication number
DE60103259T2
DE60103259T2 DE60103259T DE60103259T DE60103259T2 DE 60103259 T2 DE60103259 T2 DE 60103259T2 DE 60103259 T DE60103259 T DE 60103259T DE 60103259 T DE60103259 T DE 60103259T DE 60103259 T2 DE60103259 T2 DE 60103259T2
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DE
Germany
Prior art keywords
call center
communication
sum
time
exceeds
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
DE60103259T
Other languages
German (de)
English (en)
Other versions
DE60103259D1 (de
Inventor
Andrew D. Thornton Flockhart
Robin H. Little Silver Foster
Eugene P. Barrington 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.)
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 DE60103259D1 publication Critical patent/DE60103259D1/de
Publication of DE60103259T2 publication Critical patent/DE60103259T2/de
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

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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
    • 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)
DE60103259T 2001-06-05 2001-10-30 Pünktliches Abschalten einer Anrufzentrale Expired - Lifetime DE60103259T2 (de)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/874,634 US6766013B2 (en) 2001-06-05 2001-06-05 Timely shut-down of a real-time work center
US874634 2001-06-05

Publications (2)

Publication Number Publication Date
DE60103259D1 DE60103259D1 (de) 2004-06-17
DE60103259T2 true DE60103259T2 (de) 2005-06-23

Family

ID=25364212

Family Applications (1)

Application Number Title Priority Date Filing Date
DE60103259T Expired - Lifetime DE60103259T2 (de) 2001-06-05 2001-10-30 Pünktliches Abschalten einer Anrufzentrale

Country Status (5)

Country Link
US (1) US6766013B2 (enExample)
EP (1) EP1265426B1 (enExample)
JP (1) JP3953890B2 (enExample)
CA (1) CA2364868C (enExample)
DE (1) DE60103259T2 (enExample)

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US8094804B2 (en) 2003-09-26 2012-01-10 Avaya Inc. Method and apparatus for assessing the status of work waiting for service
US7770175B2 (en) 2003-09-26 2010-08-03 Avaya Inc. Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal
US8457300B2 (en) 2004-02-12 2013-06-04 Avaya Inc. Instant message contact management in a contact center
US7729490B2 (en) 2004-02-12 2010-06-01 Avaya Inc. Post-termination contact management
US7085367B1 (en) 2004-02-24 2006-08-01 Avaya Technology Corp. Call duration alert
US7885401B1 (en) 2004-03-29 2011-02-08 Avaya Inc. Method and apparatus to forecast the availability of a resource
US7158909B2 (en) * 2004-03-31 2007-01-02 Balboa Instruments, Inc. Method and system for testing spas
US8000989B1 (en) 2004-03-31 2011-08-16 Avaya Inc. Using true value in routing work items to resources
US7734032B1 (en) 2004-03-31 2010-06-08 Avaya Inc. Contact center and method for tracking and acting on one and done customer contacts
US7953859B1 (en) 2004-03-31 2011-05-31 Avaya Inc. Data model of participation in multi-channel and multi-party contacts
US7949121B1 (en) 2004-09-27 2011-05-24 Avaya Inc. Method and apparatus for the simultaneous delivery of multiple contacts to an agent
US8234141B1 (en) 2004-09-27 2012-07-31 Avaya Inc. Dynamic work assignment strategies based on multiple aspects of agent proficiency
US7949123B1 (en) * 2004-09-28 2011-05-24 Avaya Inc. Wait time predictor for long shelf-life work
US7657021B2 (en) 2004-09-29 2010-02-02 Avaya Inc. Method and apparatus for global call queue in a global call center
US7567653B1 (en) 2005-03-22 2009-07-28 Avaya Inc. Method by which call centers can vector inbound TTY calls automatically to TTY-enabled resources
US7817796B1 (en) 2005-04-27 2010-10-19 Avaya Inc. Coordinating work assignments for contact center agents
US7809127B2 (en) 2005-05-26 2010-10-05 Avaya Inc. Method for discovering problem agent behaviors
US8594311B2 (en) * 2005-06-02 2013-11-26 Virtual Hold Technology, Llc Expected wait time augmentation system and method
US7779042B1 (en) 2005-08-08 2010-08-17 Avaya Inc. Deferred control of surrogate key generation in a distributed processing architecture
US7746999B2 (en) * 2005-08-18 2010-06-29 Virtual Hold Technology, Llc Resource based queue management system and method
US7881450B1 (en) 2005-09-15 2011-02-01 Avaya Inc. Answer on hold notification
US8577015B2 (en) 2005-09-16 2013-11-05 Avaya Inc. Method and apparatus for the automated delivery of notifications to contacts based on predicted work prioritization
US8073129B1 (en) 2005-10-03 2011-12-06 Avaya Inc. Work item relation awareness for agents during routing engine driven sub-optimal work assignments
US8116446B1 (en) 2005-10-03 2012-02-14 Avaya Inc. Agent driven work item awareness for tuning routing engine work-assignment algorithms
US10572879B1 (en) 2005-10-03 2020-02-25 Avaya Inc. Agent driven media-agnostic work item grouping and sharing over a consult medium
US7822587B1 (en) 2005-10-03 2010-10-26 Avaya Inc. Hybrid database architecture for both maintaining and relaxing type 2 data entity behavior
US8411843B1 (en) 2005-10-04 2013-04-02 Avaya Inc. Next agent available notification
US7752230B2 (en) 2005-10-06 2010-07-06 Avaya Inc. Data extensibility using external database tables
US7787609B1 (en) 2005-10-06 2010-08-31 Avaya Inc. Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills
US8150023B2 (en) * 2005-10-07 2012-04-03 Virtual Hold Technology, Llc Automated system and method for distinguishing audio signals received in response to placing and outbound call
US8238541B1 (en) 2006-01-31 2012-08-07 Avaya Inc. Intent based skill-set classification for accurate, automatic determination of agent skills
US8737173B2 (en) 2006-02-24 2014-05-27 Avaya Inc. Date and time dimensions for contact center reporting in arbitrary international time zones
US8442197B1 (en) 2006-03-30 2013-05-14 Avaya Inc. Telephone-based user interface for participating simultaneously in more than one teleconference
US8924335B1 (en) 2006-03-30 2014-12-30 Pegasystems Inc. Rule-based user interface conformance methods
US7936867B1 (en) 2006-08-15 2011-05-03 Avaya Inc. Multi-service request within a contact center
US8391463B1 (en) 2006-09-01 2013-03-05 Avaya Inc. Method and apparatus for identifying related contacts
US8938063B1 (en) 2006-09-07 2015-01-20 Avaya Inc. Contact center service monitoring and correcting
US8811597B1 (en) 2006-09-07 2014-08-19 Avaya Inc. Contact center performance prediction
US8855292B1 (en) 2006-09-08 2014-10-07 Avaya Inc. Agent-enabled queue bypass to agent
US7835514B1 (en) 2006-09-18 2010-11-16 Avaya Inc. Provide a graceful transfer out of active wait treatment
US8767944B1 (en) 2007-01-03 2014-07-01 Avaya Inc. Mechanism for status and control communication over SIP using CODEC tunneling
US7747705B1 (en) 2007-05-08 2010-06-29 Avaya Inc. Method to make a discussion forum or RSS feed a source for customer contact into a multimedia contact center that is capable of handling emails
US8514872B2 (en) 2007-06-19 2013-08-20 Virtual Hold Technology, Llc Accessory queue management system and method for interacting with a queuing system
US8688486B2 (en) * 2007-07-13 2014-04-01 International Business Machines Corporation System, method and program for setting wage for call center personnel
US20090074166A1 (en) * 2007-09-14 2009-03-19 Virtual Hold Technology, Llc. Expected wait time system with dynamic array
US8504534B1 (en) 2007-09-26 2013-08-06 Avaya Inc. Database structures and administration techniques for generalized localization of database items
US8856182B2 (en) 2008-01-25 2014-10-07 Avaya Inc. Report database dependency tracing through business intelligence metadata
US8831206B1 (en) 2008-05-12 2014-09-09 Avaya Inc. Automated, data-based mechanism to detect evolution of employee skills
US8385532B1 (en) 2008-05-12 2013-02-26 Avaya Inc. Real-time detective
US10375244B2 (en) 2008-08-06 2019-08-06 Avaya Inc. Premises enabled mobile kiosk, using customers' mobile communication device
US8116237B2 (en) 2008-09-26 2012-02-14 Avaya Inc. Clearing house for publish/subscribe of status data from distributed telecommunications systems
US8843435B1 (en) 2009-03-12 2014-09-23 Pegasystems Inc. Techniques for dynamic data processing
US8468492B1 (en) 2009-03-30 2013-06-18 Pegasystems, Inc. System and method for creation and modification of software applications
US20160098298A1 (en) * 2009-04-24 2016-04-07 Pegasystems Inc. Methods and apparatus for integrated work management
US8621011B2 (en) 2009-05-12 2013-12-31 Avaya Inc. Treatment of web feeds as work assignment in a contact center
US8964958B2 (en) 2009-05-20 2015-02-24 Avaya Inc. Grid-based contact center
US8644491B2 (en) 2009-08-21 2014-02-04 Avaya Inc. Mechanism for multisite service state description
US8385533B2 (en) 2009-09-21 2013-02-26 Avaya Inc. Bidding work assignment on conference/subscribe RTP clearing house
US8565386B2 (en) 2009-09-29 2013-10-22 Avaya Inc. Automatic configuration of soft phones that are usable in conjunction with special-purpose endpoints
US9516069B2 (en) 2009-11-17 2016-12-06 Avaya Inc. Packet headers as a trigger for automatic activation of special-purpose softphone applications
US8306212B2 (en) 2010-02-19 2012-11-06 Avaya Inc. Time-based work assignments in automated contact distribution
US8880487B1 (en) 2011-02-18 2014-11-04 Pegasystems Inc. Systems and methods for distributed rules processing
US9195936B1 (en) 2011-12-30 2015-11-24 Pegasystems Inc. System and method for updating or modifying an application without manual coding
US8675860B2 (en) 2012-02-16 2014-03-18 Avaya Inc. Training optimizer for contact center agents
US10469396B2 (en) 2014-10-10 2019-11-05 Pegasystems, Inc. Event processing with enhanced throughput
US10698599B2 (en) 2016-06-03 2020-06-30 Pegasystems, Inc. Connecting graphical shapes using gestures
US10666802B2 (en) * 2016-06-27 2020-05-26 Interactive Intelligence Group, Inc. Technologies for scaling call center support staff
US10698647B2 (en) 2016-07-11 2020-06-30 Pegasystems Inc. Selective sharing for collaborative application usage
US11048488B2 (en) 2018-08-14 2021-06-29 Pegasystems, Inc. Software code optimizer and method
US11321135B2 (en) * 2019-10-31 2022-05-03 Oracle International Corporation Rate limiting compliance assessments with multi-layer fair share scheduling
US11567945B1 (en) 2020-08-27 2023-01-31 Pegasystems Inc. Customized digital content generation systems and methods

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US4858120A (en) * 1987-03-18 1989-08-15 International Telesystems Corp. System for regulating arrivals of customers to servers
US5787163A (en) * 1994-12-08 1998-07-28 Mci Communications Corportion Intelligent load balancing of special service calls based on availability of terminations
US5740238A (en) 1995-11-03 1998-04-14 Lucent Technologies Inc. Method and apparatus for queuing a call to the best backup split
US6356632B1 (en) * 1998-12-31 2002-03-12 Avaya Technology Corp. Call selection and agent selection in a call center based on agent staffing schedule
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
EP1265426A1 (en) 2002-12-11
US6766013B2 (en) 2004-07-20
CA2364868C (en) 2007-03-27
CA2364868A1 (en) 2002-12-05
JP2003046653A (ja) 2003-02-14
DE60103259D1 (de) 2004-06-17
EP1265426B1 (en) 2004-05-12
JP3953890B2 (ja) 2007-08-08
US20020181692A1 (en) 2002-12-05

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