DE69739393D1 - Automatischer anrufdirektor - Google Patents

Automatischer anrufdirektor

Info

Publication number
DE69739393D1
DE69739393D1 DE69739393T DE69739393T DE69739393D1 DE 69739393 D1 DE69739393 D1 DE 69739393D1 DE 69739393 T DE69739393 T DE 69739393T DE 69739393 T DE69739393 T DE 69739393T DE 69739393 D1 DE69739393 D1 DE 69739393D1
Authority
DE
Germany
Prior art keywords
calls
handling
people
call
period
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
DE69739393T
Other languages
English (en)
Inventor
Calvin W Battle
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.)
Individual
Original Assignee
Individual
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 Individual filed Critical Individual
Application granted granted Critical
Publication of DE69739393D1 publication Critical patent/DE69739393D1/de
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/64—Distributing or queueing
    • 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
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/402—Agent or workforce management
    • 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
    • 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
    • H04M3/5233—Operator skill based call distribution
    • 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]
    • 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
    • H04Q2213/13091—CLI, identification of calling line
    • 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
    • H04Q2213/13164—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
    • H04Q2213/13213—Counting, timing circuits
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/1322—PBX
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/1325—Priority service

Landscapes

  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Telephonic Communication Services (AREA)
  • Exchange Systems With Centralized Control (AREA)
  • Monitoring And Testing Of Exchanges (AREA)
  • Reciprocating, Oscillating Or Vibrating Motors (AREA)
  • Mobile Radio Communication Systems (AREA)
  • Radio Relay Systems (AREA)
DE69739393T 1996-08-06 1997-08-04 Automatischer anrufdirektor Expired - Lifetime DE69739393D1 (de)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US2346196P 1996-08-06 1996-08-06
PCT/US1997/013711 WO1998006211A1 (en) 1996-08-06 1997-08-04 Automatic call-work director

Publications (1)

Publication Number Publication Date
DE69739393D1 true DE69739393D1 (de) 2009-06-18

Family

ID=21815245

Family Applications (1)

Application Number Title Priority Date Filing Date
DE69739393T Expired - Lifetime DE69739393D1 (de) 1996-08-06 1997-08-04 Automatischer anrufdirektor

Country Status (6)

Country Link
US (1) US6081592A (de)
EP (1) EP0913044B1 (de)
AT (1) ATE431039T1 (de)
CA (1) CA2262598C (de)
DE (1) DE69739393D1 (de)
WO (1) WO1998006211A1 (de)

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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
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
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
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
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
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
US6044368A (en) * 1998-04-30 2000-03-28 Genesys Telecommunications Laboratories, Inc. Method and apparatus for multiple agent commitment tracking and notification
US6370234B1 (en) * 1998-06-16 2002-04-09 Kroll Family Trust Public service answering point with automatic triage capability
US6353667B1 (en) 1998-08-27 2002-03-05 Avaya Technology Corp. Minimum interruption cycle time threshold for reserve call center agents
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
JP3570908B2 (ja) * 1998-11-17 2004-09-29 富士通株式会社 通報システム
US6493446B1 (en) * 1999-05-13 2002-12-10 Willow Csn Incorporated Call center posting program
FI109400B (fi) * 1999-10-28 2002-07-15 Nokia Corp Menetelmä tiedonsiirtoyhteyden ylläpitämiseksi
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
US7287009B1 (en) * 2000-09-14 2007-10-23 Raanan Liebermann System and a method for carrying out personal and business transactions
US6801619B1 (en) 2000-09-28 2004-10-05 Helpcaster Technologies Inc. Device and system to facilitate remote customer-service
US7478051B2 (en) * 2001-04-02 2009-01-13 Illah Nourbakhsh Method and apparatus for long-range planning
US6952732B2 (en) 2001-04-30 2005-10-04 Blue Pumpkin Software, Inc. Method and apparatus for multi-contact scheduling
EP1248448A3 (de) * 2001-04-03 2003-06-04 Blue Pumpkin Software, Inc. ystem und Verfahren zur kompetenzbasierten Anrufverteilung in einer Anrufzentrale
US7155399B2 (en) 2001-04-03 2006-12-26 Witness Systems, Inc. System and method for complex schedule generation
US6959405B2 (en) 2001-04-18 2005-10-25 Blue Pumpkin Software, Inc. Method and system for concurrent error identification in resource scheduling
US6782093B2 (en) 2001-06-27 2004-08-24 Blue Pumpkin Software, Inc. Graphical method and system for visualizing performance levels in time-varying environment
DE10309791B4 (de) * 2003-03-05 2006-06-08 T-Mobile Deutschland Gmbh Verfahren zur automatisch und dynamischen Verteilung von zu bearbeitenden Vorgängen auf mehrere Bearbeitungsinstanzen
US7284018B1 (en) * 2003-10-15 2007-10-16 Sun Microsystems, Inc. Logless transaction coordination
US20050094790A1 (en) * 2003-10-31 2005-05-05 Clark Edward A. Transmission of user input(s) to telephony device(s) through employment of data stream(s) associated with call
CA2488079A1 (en) * 2003-11-20 2005-05-20 New England 800 Company D/B/A Taction System and method for event-based forecasting
US7764776B2 (en) * 2004-01-30 2010-07-27 Alcatel-Lucent Usa Inc. Application server component (s) providing of line-side service(s) associated with network address on home network for user to telephony device on remote network for the user
US8249232B2 (en) * 2004-04-08 2012-08-21 Gryphon Networks Corp. System and method for control of communications connections
US8526428B2 (en) * 2004-04-08 2013-09-03 Gryphon Networks Corp. System and method for control of communications connections and notifications
US8050394B2 (en) * 2004-04-08 2011-11-01 Gryphon Networks Corp. System and method for control of communications connections and notifications
US8005200B2 (en) 2004-04-08 2011-08-23 Gryphon Networks Corp. System and method for control of communications connections and notifications
JP4260128B2 (ja) * 2005-03-17 2009-04-30 富士通株式会社 業務スキル推定プログラム
US20060215820A1 (en) * 2005-03-24 2006-09-28 Barclay Deborah L Method for ending long duration calls
US7684356B2 (en) * 2005-04-22 2010-03-23 Alcatel Lucent System and method for providing hotline and preemption features in real-time communications using presence and preference information
US20070007331A1 (en) * 2005-07-06 2007-01-11 Verety Llc Order processing apparatus and method
US8964956B2 (en) * 2005-12-13 2015-02-24 Gryphon Networks Corp. System and method for integrated compliance and contact management
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
US20070255611A1 (en) * 2006-04-26 2007-11-01 Csaba Mezo Order distributor
US20120101864A1 (en) * 2009-07-02 2012-04-26 Milojicic Dejan S Method and apparatus for supporting a computer-based product
US8732190B2 (en) 2010-09-02 2014-05-20 Gryphon Networks Corp. Network calling privacy with recording
US8572113B2 (en) 2010-09-02 2013-10-29 Gryphon Networks Corp. Network calling privacy with recording
US11386382B1 (en) * 2020-12-17 2022-07-12 Nice Ltd System and method for determining and utilizing after-call-work factor in contact center quality processes

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US5214688A (en) * 1990-06-05 1993-05-25 Inventions, Inc. Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls
US5185780A (en) * 1990-10-12 1993-02-09 Tex Corporation Method for predicting agent requirements in a force management system
AU8907691A (en) * 1990-10-12 1992-05-20 Iex Corporation Method and system for planning, scheduling and managing personnel
EP0670094A1 (de) * 1990-11-20 1995-09-06 Teloquent Communications Corporation System zum abwickeln von telefongesprächen
US5206903A (en) * 1990-12-26 1993-04-27 At&T Bell Laboratories Automatic call distribution based on matching required skills with agents skills
US5327490A (en) * 1991-02-19 1994-07-05 Intervoice, Inc. System and method for controlling call placement rate for telephone communication systems
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
US5179589A (en) * 1991-11-27 1993-01-12 International Telesystems Corporation Call progress pacing
CA2085442C (en) * 1992-02-25 1996-09-17 Kerry Wayne Hassler Mobile log-in capability featuring fixed physical translations and portable logical translations
US5335269A (en) * 1992-03-12 1994-08-02 Rockwell International Corporation Two dimensional routing apparatus in an automatic call director-type system
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US5590188A (en) * 1992-11-09 1996-12-31 Iex Corporation Rules-based call routing
US5499291A (en) * 1993-01-14 1996-03-12 At&T Corp. Arrangement for automating call-center agent-schedule-notification and schedule-adherence functions
US5509055A (en) * 1993-06-30 1996-04-16 At&T Corp. Inbound telecommunications services resources management system
US5642411A (en) * 1994-04-25 1997-06-24 Illinois Technology Transfer Llc Anticipatory call distributor
US5784452A (en) * 1994-06-01 1998-07-21 Davox Corporation Telephony call center with agent work groups
US5592543A (en) * 1994-06-01 1997-01-07 Davox Corporation Method and system for allocating agent resources to a telephone call campaign
US5506898A (en) * 1994-07-12 1996-04-09 At&T Corp. Expected wait-time indication arrangement
DE69636239T2 (de) * 1995-04-24 2007-05-10 International Business Machines Corp. Verfahren und Gerät zur auf Geschicklichkeit basierten Leitweglenkung in einer Anrufzentrale
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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
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
US5754639A (en) * 1995-11-03 1998-05-19 Lucent Technologies Method and apparatus for queuing a call to the best split
US5740238A (en) * 1995-11-03 1998-04-14 Lucent Technologies Inc. Method and apparatus for queuing a call to the best backup split
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Also Published As

Publication number Publication date
EP0913044A4 (de) 2002-02-06
EP0913044A1 (de) 1999-05-06
EP0913044B1 (de) 2009-05-06
US6081592A (en) 2000-06-27
CA2262598C (en) 2003-05-13
CA2262598A1 (en) 1998-02-12
WO1998006211A1 (en) 1998-02-12
ATE431039T1 (de) 2009-05-15

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Legal Events

Date Code Title Description
8364 No opposition during term of opposition