DE60323282D1 - Vorrichtungen und ein Verfahren zur Weiterleitung von Netzereignissen - Google Patents
Vorrichtungen und ein Verfahren zur Weiterleitung von NetzereignissenInfo
- Publication number
- DE60323282D1 DE60323282D1 DE60323282T DE60323282T DE60323282D1 DE 60323282 D1 DE60323282 D1 DE 60323282D1 DE 60323282 T DE60323282 T DE 60323282T DE 60323282 T DE60323282 T DE 60323282T DE 60323282 D1 DE60323282 D1 DE 60323282D1
- Authority
- DE
- Germany
- Prior art keywords
- devices
- network events
- forwarding network
- forwarding
- events
- 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
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L45/00—Routing or path finding of packets in data switching networks
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/10—Office automation; Time management
- G06Q10/107—Computer-aided management of electronic mailing [e-mailing]
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L45/00—Routing or path finding of packets in data switching networks
- H04L45/302—Route determination based on requested QoS
- H04L45/306—Route determination based on the nature of the carried application
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L45/00—Routing or path finding of packets in data switching networks
- H04L45/302—Route determination based on requested QoS
- H04L45/308—Route determination based on user's profile, e.g. premium users
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/21—Monitoring or handling of messages
- H04L51/214—Monitoring or handling of messages using selective forwarding
-
- 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
- H04M3/5183—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
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/21—Monitoring or handling of messages
- H04L51/226—Delivery according to priorities
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/50—Telephonic communication in combination with video communication
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2242/00—Special services or facilities
- H04M2242/22—Automatic class or number identification arrangements
-
- 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
- H04M3/42085—Called party identification service
- H04M3/42102—Making use of the called 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
- H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
- H04M3/42323—PBX's with CTI arrangements
-
- 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
-
- 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
- H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
- H04M3/5307—Centralised arrangements for recording incoming messages, i.e. mailbox systems for recording messages comprising any combination of audio and non-audio components
-
- 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
- H04M7/0054—Services and arrangements where telephone services are combined with data services where the data service is an electronic mail service
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N7/00—Television systems
- H04N7/14—Systems for two-way working
- H04N7/141—Systems for two-way working between two video terminals, e.g. videophone
- H04N7/148—Interfacing a video terminal to a particular transmission medium, e.g. ISDN
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Computer Networks & Wireless Communication (AREA)
- Marketing (AREA)
- Human Resources & Organizations (AREA)
- Entrepreneurship & Innovation (AREA)
- Strategic Management (AREA)
- Economics (AREA)
- Data Mining & Analysis (AREA)
- Computer Hardware Design (AREA)
- Operations Research (AREA)
- Quality & Reliability (AREA)
- Tourism & Hospitality (AREA)
- Physics & Mathematics (AREA)
- General Business, Economics & Management (AREA)
- General Physics & Mathematics (AREA)
- Theoretical Computer Science (AREA)
- Telephonic Communication Services (AREA)
- Data Exchanges In Wide-Area Networks (AREA)
- Computer And Data Communications (AREA)
Applications Claiming Priority (1)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US10/079,328 US7272627B2 (en) | 1997-02-06 | 2002-02-19 | System and apparatus for pre-routing network events |
Publications (1)
Publication Number | Publication Date |
---|---|
DE60323282D1 true DE60323282D1 (de) | 2008-10-16 |
Family
ID=27622813
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
DE60323282T Expired - Lifetime DE60323282D1 (de) | 2002-02-19 | 2003-02-07 | Vorrichtungen und ein Verfahren zur Weiterleitung von Netzereignissen |
Country Status (3)
Country | Link |
---|---|
US (3) | US7272627B2 (de) |
EP (1) | EP1337079B1 (de) |
DE (1) | DE60323282D1 (de) |
Families Citing this family (31)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US6707580B1 (en) | 1996-10-15 | 2004-03-16 | E-Mate Enterprises, Llc | Facsimile to E-mail communication system with local interface |
US7272627B2 (en) * | 1997-02-06 | 2007-09-18 | Genesys Telecommunications Laboratories, Inc. | System and apparatus for pre-routing network events |
US6480600B1 (en) | 1997-02-10 | 2002-11-12 | Genesys Telecommunications Laboratories, Inc. | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US6104802A (en) | 1997-02-10 | 2000-08-15 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
US7031442B1 (en) | 1997-02-10 | 2006-04-18 | Genesys Telecommunications Laboratories, Inc. | Methods and apparatus for personal routing in computer-simulated telephony |
US6711611B2 (en) | 1998-09-11 | 2004-03-23 | Genesis Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
US6985943B2 (en) | 1998-09-11 | 2006-01-10 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
USRE46528E1 (en) | 1997-11-14 | 2017-08-29 | Genesys Telecommunications Laboratories, Inc. | Implementation of call-center outbound dialing capability at a telephony network level |
US7907598B2 (en) | 1998-02-17 | 2011-03-15 | Genesys Telecommunication Laboratories, Inc. | Method for implementing and executing communication center routing strategies represented in extensible markup language |
US6332154B2 (en) | 1998-09-11 | 2001-12-18 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
US6785710B2 (en) * | 1998-06-22 | 2004-08-31 | Genesys Telecommunications Laboratories, Inc. | E-mail client with programmable address attributes |
USRE46153E1 (en) | 1998-09-11 | 2016-09-20 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment |
US7929978B2 (en) | 1999-12-01 | 2011-04-19 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network |
US6857007B1 (en) | 2000-08-30 | 2005-02-15 | Bloomfield Enterprises, Llc | Personal digital assistant facilitated communication system |
US6772202B2 (en) | 2001-11-28 | 2004-08-03 | Gamespy Industries, Inc. | Queuing system, method and computer program product for network data transfer |
US7245611B2 (en) * | 2002-02-27 | 2007-07-17 | J2 Global Communications | Method and process for signaling, communication and administration of networked objects |
US7421475B2 (en) * | 2002-10-22 | 2008-09-02 | Dell Products L.P. | Method and system for e-mail allocation |
US8219622B2 (en) * | 2005-02-09 | 2012-07-10 | Verizon Business Global Llc | Systems and methods for providing extended peering |
US9008075B2 (en) | 2005-12-22 | 2015-04-14 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
US7676237B2 (en) | 2006-04-11 | 2010-03-09 | At&T Intellectual Property I, L.P. | Routing communication based on urgency priority level |
US7895330B2 (en) * | 2006-10-20 | 2011-02-22 | International Business Machines Corporation | Queuing of instant messaging requests |
FR2912580A1 (fr) * | 2007-02-14 | 2008-08-15 | Alcatel Lucent Sas | Serveur et client de communication. |
US8230024B2 (en) * | 2007-06-28 | 2012-07-24 | Microsoft Corporation | Delegating instant messaging sessions |
US8588400B2 (en) | 2008-02-21 | 2013-11-19 | International Business Machines Corporation | Category based organization and monitoring of customer service help sessions |
US8260956B2 (en) * | 2008-03-14 | 2012-09-04 | Microsoft Corporation | Data transmission queuing using fault prediction |
CN101651758B (zh) * | 2008-08-13 | 2012-05-23 | 中兴通讯股份有限公司 | 用推送模式实现非实时媒体路由的装置及其方法 |
US8229484B2 (en) | 2009-06-11 | 2012-07-24 | Genesys Telecommunications Laboratories, Inc. | System and methods for integrating short message service messaging with contact center applications |
US8352561B1 (en) | 2009-07-24 | 2013-01-08 | Google Inc. | Electronic communication reminder technology |
US9195511B2 (en) * | 2012-03-05 | 2015-11-24 | Accenture Global Services Limited | Differentiated service-based graceful degradation layer |
JP2018041230A (ja) * | 2016-09-06 | 2018-03-15 | 富士通株式会社 | 受付支援プログラム、受付支援方法、受付支援システムおよび情報処理装置 |
US10367766B2 (en) | 2017-01-20 | 2019-07-30 | TEN DIGIT Communications LLC | Intermediary device for data message network routing |
Family Cites Families (23)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US6333980B1 (en) * | 1994-09-28 | 2001-12-25 | Rockwell International Corporation | Automatic call distributor and method for routing incoming telephone calls based on proficiency ratings of agents |
DE69636239T2 (de) * | 1995-04-24 | 2007-05-10 | International Business Machines Corp. | Verfahren und Gerät zur auf Geschicklichkeit basierten Leitweglenkung in einer Anrufzentrale |
US6021428A (en) | 1997-09-15 | 2000-02-01 | Genesys Telecommunications Laboratories, Inc. | Apparatus and method in improving e-mail routing in an internet protocol network telephony call-in-center |
US5765033A (en) | 1997-02-06 | 1998-06-09 | Genesys Telecommunications Laboratories, Inc. | System for routing electronic mails |
US7272627B2 (en) * | 1997-02-06 | 2007-09-18 | Genesys Telecommunications Laboratories, Inc. | System and apparatus for pre-routing network events |
US6128646A (en) | 1997-12-24 | 2000-10-03 | Genesys Telecommunications Laboratories Inc. | System for routing electronic mail to best qualified person based on content analysis |
US6134318A (en) * | 1997-03-19 | 2000-10-17 | At&T Corp | System and method for telemarketing through a hypertext network |
US6278996B1 (en) * | 1997-03-31 | 2001-08-21 | Brightware, Inc. | System and method for message process and response |
US6182059B1 (en) | 1997-04-03 | 2001-01-30 | Brightware, Inc. | Automatic electronic message interpretation and routing system |
US9197599B1 (en) * | 1997-09-26 | 2015-11-24 | Verizon Patent And Licensing Inc. | Integrated business system for web based telecommunications management |
US6493447B1 (en) * | 1997-11-21 | 2002-12-10 | Mci Communications Corporation | Contact server for call center for syncronizing simultaneous telephone calls and TCP/IP communications |
US6023723A (en) * | 1997-12-22 | 2000-02-08 | Accepted Marketing, Inc. | Method and system for filtering unwanted junk e-mail utilizing a plurality of filtering mechanisms |
US6233332B1 (en) * | 1998-06-03 | 2001-05-15 | Avaya Technology Corp. | System for context based media independent communications processing |
US6424709B1 (en) * | 1999-03-22 | 2002-07-23 | Rockwell Electronic Commerce Corp. | Skill-based call routing |
US6996603B1 (en) * | 1999-08-31 | 2006-02-07 | Qwest Communications International, Inc. | Automatic desktop audio/video/data conferencing distributor |
US6553114B1 (en) * | 1999-12-06 | 2003-04-22 | Avaya Technology Corp. | System for automatically predicting call center agent work time in a multi-skilled agent environment |
EP1514400B1 (de) * | 2000-01-07 | 2018-02-21 | Mitel Communications Inc. | Kundenkommunikations-dienstsystem |
US6763104B1 (en) * | 2000-02-24 | 2004-07-13 | Teltronics, Inc. | Call center IVR and ACD scripting method and graphical user interface |
US7039176B2 (en) * | 2000-08-14 | 2006-05-02 | Telephony@Work | Call center administration manager with rules-based routing prioritization |
US20020123899A1 (en) * | 2000-10-03 | 2002-09-05 | Securetell, Inc., | Method and system for enabling workers to communicate anonymously with their employers |
US7110525B1 (en) * | 2001-06-25 | 2006-09-19 | Toby Heller | Agent training sensitive call routing system |
US6865267B2 (en) * | 2001-11-27 | 2005-03-08 | Rockwell Electronic Commerce Corp. | Method and system for routing transactions in an automatic call distribution system based on non-voice dialog agent skill set |
US7088814B1 (en) * | 2001-12-13 | 2006-08-08 | Cisco Technology, Inc. | Method and system for automatic call distribution based on network resource availability and agent skills |
-
2002
- 2002-02-19 US US10/079,328 patent/US7272627B2/en not_active Expired - Lifetime
-
2003
- 2003-02-07 EP EP03002575A patent/EP1337079B1/de not_active Expired - Lifetime
- 2003-02-07 DE DE60323282T patent/DE60323282D1/de not_active Expired - Lifetime
-
2007
- 2007-09-17 US US11/856,603 patent/US7610347B2/en not_active Expired - Fee Related
-
2008
- 2008-12-10 US US12/331,666 patent/US7853717B2/en not_active Expired - Fee Related
Also Published As
Publication number | Publication date |
---|---|
US20080002822A1 (en) | 2008-01-03 |
US20020087648A1 (en) | 2002-07-04 |
EP1337079A1 (de) | 2003-08-20 |
US7610347B2 (en) | 2009-10-27 |
US7272627B2 (en) | 2007-09-18 |
US20090089451A1 (en) | 2009-04-02 |
US7853717B2 (en) | 2010-12-14 |
EP1337079B1 (de) | 2008-09-03 |
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Legal Events
Date | Code | Title | Description |
---|---|---|---|
8364 | No opposition during term of opposition |