DE69730173D1 - Anrufverteilungsnetzwerk mit Lokal-Vertreter mit kooperativer Steuerung - Google Patents

Anrufverteilungsnetzwerk mit Lokal-Vertreter mit kooperativer Steuerung

Info

Publication number
DE69730173D1
DE69730173D1 DE69730173T DE69730173T DE69730173D1 DE 69730173 D1 DE69730173 D1 DE 69730173D1 DE 69730173 T DE69730173 T DE 69730173T DE 69730173 T DE69730173 T DE 69730173T DE 69730173 D1 DE69730173 D1 DE 69730173D1
Authority
DE
Germany
Prior art keywords
distribution network
cooperative control
call distribution
local representatives
representatives
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 - Fee Related
Application number
DE69730173T
Other languages
English (en)
Other versions
DE69730173T2 (de
Inventor
Mary Rita Otto
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.)
AT&T Corp
Original Assignee
AT&T Corp
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 AT&T Corp filed Critical AT&T Corp
Application granted granted Critical
Publication of DE69730173D1 publication Critical patent/DE69730173D1/de
Publication of DE69730173T2 publication Critical patent/DE69730173T2/de
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

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
    • H04M3/5125—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with remote located operators
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/60—Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
    • H04M2203/6018—Subscriber or terminal logon/logoff
    • 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
    • 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
    • H04Q2213/13095—PIN / Access code, authentication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13103—Memory
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13174—Data transmission, file transfer
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13209—ISDN
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13349—Network management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13385—Off-net subscriber
DE69730173T 1996-04-19 1997-04-18 Anrufverteilungsnetzwerk mit Lokal-Vertreter mit kooperativer Steuerung Expired - Fee Related DE69730173T2 (de)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US635141 1984-07-27
US08/635,141 US5778060A (en) 1996-04-19 1996-04-19 Work at home ACD agent network with cooperative control

Publications (2)

Publication Number Publication Date
DE69730173D1 true DE69730173D1 (de) 2004-09-16
DE69730173T2 DE69730173T2 (de) 2005-08-04

Family

ID=24546612

Family Applications (1)

Application Number Title Priority Date Filing Date
DE69730173T Expired - Fee Related DE69730173T2 (de) 1996-04-19 1997-04-18 Anrufverteilungsnetzwerk mit Lokal-Vertreter mit kooperativer Steuerung

Country Status (8)

Country Link
US (1) US5778060A (de)
EP (1) EP0802665B1 (de)
JP (1) JP3790324B2 (de)
KR (1) KR970073198A (de)
AU (1) AU729882B2 (de)
DE (1) DE69730173T2 (de)
ID (1) ID16770A (de)
SG (1) SG83663A1 (de)

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US6389007B1 (en) * 1998-09-24 2002-05-14 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing integrated routing for PSTN and IPNT calls in a call center
US6958994B2 (en) 1998-09-24 2005-10-25 Genesys Telecommunications Laboratories, Inc. Call transfer using session initiation protocol (SIP)
US7120141B2 (en) 1998-09-24 2006-10-10 Genesys Telecommunications Laboratories, Inc. Integrating SIP control messaging into existing communication center routing infrastructure
US6704412B1 (en) 1998-09-24 2004-03-09 Bechtel Bwxt Idaho, Llc Systems configured to distribute a telephone call, communication systems, communication methods and methods of routing a telephone call to a service representative
JP3504519B2 (ja) * 1998-12-04 2004-03-08 富士通株式会社 取引支援システム及びこのシステムに接続される情報端末装置
DE19906808C2 (de) * 1999-02-18 2000-12-21 Siemens Ag Verfahren und Anordnung zum Aufbau einer Kommunikationsverbindung über eine Nebenstellenanlage
US6493444B2 (en) 1999-03-16 2002-12-10 Bell Canada Enhanced application telephone network
US6493446B1 (en) * 1999-05-13 2002-12-10 Willow Csn Incorporated Call center posting program
US6760727B1 (en) 1999-07-30 2004-07-06 Convergys Cmg Utah, Inc. System for customer contact information management and methods for using same
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US6823384B1 (en) 1999-10-15 2004-11-23 James Wilson Methods and apparatus for securely collecting customer service agent data in a multi-tenant environment
DE19954224A1 (de) * 1999-11-05 2001-05-10 Deutsche Telekom Ag Verfahren zur Erweiterung der Funktionalität eines Telekommunikationsnetzes und Telekommunikationssystem zur Durchführung des Verfahrens
DE10025437A1 (de) * 1999-11-19 2001-05-31 Siemens Ag Verfahren und Kommunikationsanordnung zur Realisierung von Funktionen und Leistungsmerkmalen eines Anrufverteilsystems
DE10025438A1 (de) 1999-11-19 2001-06-07 Siemens Ag Verfahren und Kommunikationsanordnung zur Realisierung von zusätzlichen Funktionen für jeweils konfigurierte Teilnehmerleistungsmerkmale aufweisende Teilnehmeranschlüsse
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
US7203655B2 (en) * 2000-02-16 2007-04-10 Iex Corporation Method and system for providing performance statistics to agents
AU2001275327A1 (en) * 2000-06-09 2001-12-24 Charles P. Brown Method and system for protecting domain names
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US6782091B1 (en) * 2000-10-13 2004-08-24 Dunning Iii Emerson C Virtual call distribution system
US6907012B1 (en) * 2000-10-24 2005-06-14 At & T Corp. Method and system for providing communication control functionality at a remotely located site using a distributed feature architecture
US7929562B2 (en) 2000-11-08 2011-04-19 Genesis Telecommunications Laboratories, Inc. Method and apparatus for optimizing response time to events in queue
US7299259B2 (en) 2000-11-08 2007-11-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus for intelligent routing of instant messaging presence protocol (IMPP) events among a group of customer service representatives
US6822945B2 (en) 2000-11-08 2004-11-23 Genesys Telecommunications Laboratories, Inc. Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue
DE10102174A1 (de) * 2001-01-18 2002-08-08 Siemens Ag Verfahren zum automatischen Verteilen von Anrufen mit Hilfe einer virtuellen ACD-Gruppe, zugehöriger Anlagenverbund und zugehöriges Programm
US7155399B2 (en) * 2001-04-03 2006-12-26 Witness Systems, Inc. System and method for complex schedule generation
DE10132262A1 (de) * 2001-07-04 2003-01-23 Siemens Ag Verfahren zur Rufbeantwortung in einem verteilten Kommunikationssystem
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US6970547B2 (en) 2003-05-12 2005-11-29 Onstate Communications Corporation Universal state-aware communications
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Also Published As

Publication number Publication date
EP0802665B1 (de) 2004-08-11
AU729882B2 (en) 2001-02-15
US5778060A (en) 1998-07-07
ID16770A (id) 1997-11-06
DE69730173T2 (de) 2005-08-04
KR970073198A (ko) 1997-11-07
EP0802665A3 (de) 2000-08-02
AU1893897A (en) 1997-10-23
JPH1051549A (ja) 1998-02-20
EP0802665A2 (de) 1997-10-22
JP3790324B2 (ja) 2006-06-28
SG83663A1 (en) 2001-10-16

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Legal Events

Date Code Title Description
8364 No opposition during term of opposition
8339 Ceased/non-payment of the annual fee