EP1097557A1 - File d'attente d'appels dans un reseau de telecommunication - Google Patents

File d'attente d'appels dans un reseau de telecommunication

Info

Publication number
EP1097557A1
EP1097557A1 EP99926609A EP99926609A EP1097557A1 EP 1097557 A1 EP1097557 A1 EP 1097557A1 EP 99926609 A EP99926609 A EP 99926609A EP 99926609 A EP99926609 A EP 99926609A EP 1097557 A1 EP1097557 A1 EP 1097557A1
Authority
EP
European Patent Office
Prior art keywords
call
customer
queue
record
time
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.)
Withdrawn
Application number
EP99926609A
Other languages
German (de)
English (en)
Inventor
Philip Mark Williams
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.)
British Telecommunications PLC
Original Assignee
British Telecommunications PLC
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 British Telecommunications PLC filed Critical British Telecommunications PLC
Priority to EP99926609A priority Critical patent/EP1097557A1/fr
Publication of EP1097557A1 publication Critical patent/EP1097557A1/fr
Withdrawn legal-status Critical Current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
    • H04M3/48—Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
    • 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
    • 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
    • H04M3/42034—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
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/72—Finding out and indicating number of calling subscriber

Definitions

  • the present invention relates to telecommunications networks and more particularly to call queuing arrangements in such networks.
  • a call queuing arrangement in which customers awaiting service are periodically informed of the approximate time for which they may have to wait prior to connection to a customer service operator.
  • customers were often simply informed that they were held in a queue without any indication of the period of time for which they might be expected to wait.
  • Music or advertising messages are sometimes played and, in some organisations a "queue jockey" is employed to provide entertainment to waiting customers.
  • the queue jockey may have some indication of the total wait being experienced by customers just connected and an indication of the number of people in the queue and will periodically inform the listeners of the approximate expected wait.
  • queued customers may be given the opportunity to be called back by an operator at a later time which removes the customer from the queue and arranges a call back at a quiet period.
  • Such schemes may have a predetermined time at which the call back occurs or will simply effect call back when the customer reaches the head of the queue.
  • a telecommunications network including means to calculate approximate queuing times for each of a plurality of customers held in a queue for a call centre, means to announce to each said customer a respective calculated queuing time, means responsive to customer signalling to release the customers connection to the network and control means to cause a connection to a released customer to be re-established when the calculated queuing time for that customer is at or below a predetermined threshold.
  • the network includes a call queue management process arranged to establish a call record process for each call joining the queue and to co-operate with each call record process to determine respective waiting times for each call record.
  • the announcement means may include means responsive to customer signalling.
  • the call queue management process may be responsive to data identifying the origin of a call to compare the data with data identifying each other call in the queue and to disallow creation of new call records in respect of duplicate calls.
  • call centre apparatus including means to calculate approximate queuing times for each of a plurality of customers held in a queue for a call centre, means to announce to each said customer a respective calculated queuing time, means responsive to customer signalling to release the customers connection and control means to cause a connection to a released customer to be re-established when the calculated queuing time for that customer is at or below a predetermined threshold.
  • a method of handling queued telephone calls comprising the steps of: for each new call, determining the expected wait period prior to a server connection being effected; determining whether the expected wait period for a current call is longer than a pre determined threshold and, if so, responding to customer signalling to disconnect the current call and to create a respective call back record; for each call back record periodically determining a second wait period before the respective associated call reaches the top of the queue; determining whether the second wait period is shorter than a pre determined ring back threshold and, if so, effecting re-connection of the respective associated call.
  • Figure 1 is a block schematic diagram of a telecommunications network
  • Figure 2 is a block schematic diagram of the call queuing system
  • Figures 3 and 4 is a flow chart showing a Queue & Call Record Management Process of the system of figure 2:
  • Figures 5 to 8 form a flow chart showing a call record process of the system of figure 2;
  • Figure 9 is a flow chart showing a duplicate call macro which is called in figure 5:
  • FIG. 1 0 is a chart showing the probability density functions for two random variables.
  • PSTN public switched telephone network
  • Service Switching Points Service Switching Points
  • SCP Service Control Point
  • SSPs include processing capability which examines digits dialled or signalled by customers and/or forwarded by other nodes within the network. The digits received define a network destination or a network route or a required network service and for calls not requiring IN control may be wholly processed within the receiving SSP.
  • Each of the SSPs 1 and 2 will provide service to a number of customers lines 4, of which only some are shown, and will effect switching through the PSTN in accordance with customer signalling. Calls may be connected rapidly from any SSP to the required destination if necessary by using high capacity trunk interconnection 5 between high level SSPs (e.g. Digital Main Switching Units) Several such routing changes may occur during the course of a single call set up.
  • a calling customer line 4 may be through connected to a so-called intelligent peripheral 6 anywhere in the network so that specialised facilities can be made readily available throughout the PSTN.
  • Groups of customer lines 7 having a common telephone number may be connected to a call centre 8 which provides queuing arrangements to hold calling customers while a free call centre operator line 9 is found. While consideration at this point is of groups of customer line being directed to a single call centre, it is noted that the network operator of the PSTN may provide call queuing facilities based on a distributed call centre capability. In such a case, incoming calls from customer lines 4 are directed sequentially to available call handling personnel on more than one switch, a network service platform 1 3 providing call monitoring and operator availability monitoring functions. Alternatively in an intelligent network solution, SCP's may control the allocation of operators by use of detection points in the call process such as when an operator clears.
  • the system hereinafter described may either be implemented in a network platform providing call centre monitoring capability, within one or more SCPs or within the gateway software of a call centre.
  • FIG 2 the elements here shown are equivalent to the elements shown in figure 1 and the interchange and sequence of information exchange between the elements will now be discussed.
  • a Queue & Call Record Management Process 1 1 (hereinafter abbreviated as the Management Process) which handles calls originating from customers of the network schematically shown at 1 2.
  • the Management Process creates a Call Record Process 14 which enables call progress to be monitored and controlled throughout.
  • An Announcement Facility 1 5 is provided, for example as an intelligent peripheral in the network to which caller connection may be effected.
  • a Server Centre 1 6, which as previously mentioned may comprise a number of lines connected to a call centre or a number of lines distributed across the network, is also shown.
  • the ring back trigger queue position, ring back deferment time, service probabilities and answer time quantile are set. Some of these variables may be set using manual input. However, it is expected that most of the values will be set from known historical performance records. This initialisation is shown as step 300.
  • the Management Process now awaits (305) a signal indicative of one of four possible status changes, these being respectively a call attempt (310), server free indication (31 1 ), call record replace (31 2) or call record remove (31 3).
  • a call attempt from the network12 the Management Process determines whether any server is currently free (step 31 5) and if so returns a connect to server instruction (31 6) to the network 1 2 which then connects the caller directly to the free server. If there are currently no free servers on receipt of the call attempt then a Call Record Process is created (320) in respect of the current call from the network 1 2.
  • the Call Record Process is described in detail hereinafter.
  • the process determines whether a departure time is recorded at step 325, the departure time being indicative of the current handling time of calls and/or an indication of overall call centre inter- departure times. If a departure time is not available then the Management Process skips the next steps and seeks a call record in the final announcement state at step 410, hereinafter referred. Note that, as hereinafter described at step 430, when there is no queue, that is when one or more operators is available to handle calls, no departure time is recorded. Thus inter departure times are only calculated at times when all of the available operators are busy and there are customers in the queue.
  • the process calculates the inter-departure time from the last recorded departure time (330) and updates the estimates of mean and co-variances of departure times (step 335).
  • Recalculation of the ring back trigger position (used to control the call record process) is carried out (340) and then (referring to Figure 4) a record search of records towards the end of the queue is performed (400) .
  • This record search is for records which are still in an initial announcement state and which have reached a threshold time at which the record process should move to the final announcement state. If such a record is found (405) a final announcement instruction (402) is sent to the respective record process.
  • any time of departure recorded is deleted (430).
  • the Management Process now checks for call records in the ring-back state (435) to determine whether any such records are at or below the ring-back trigger position. Any record process found to be in that state is then sent a ring back notification (440). Once all records at or below the ring-back trigger position have been located and instructed then the Management Process returns to handle further incoming signals.
  • the Call Record Process is described which, up to this point in the description has been considered only as receiving instructions from the Management Process.
  • each Call Record Process may also forward signals to the Management Process respectively including a "replace record in queue” request and a "remove record from queue” request.
  • a replace call record request (31 2) normally arises as a result of a previous ring-back failure
  • the call record is replaced in the queue (345) immediately above the current ring back trigger position. This ensures that as soon as another call is transferred to a server the current record process receives a ring back instruction (step 440).
  • the remove call record from queue instruction (step 313) normally arises because a caller has replaced the telephone handset and aborted the call whilst there is a connection to an announcement, or because a ring-back attempt has been unsuccessful (755, 780). This results in the call record being removed from the queue (350) in the call Management Process.
  • the Management Process spawns a Call Record Process then the Call Record Process causes a connection to be established between the calling party and the Announcement Facility 1 5.
  • a play welcome instruction (500) is sent to the announcement peripheral which will cause a voice output of the form "Welcome to ⁇ Service Name ⁇ " and will then return an announcement complete signal to the Call Record Process.
  • the Call Record Process determines (51 5) whether, in regard to the current queue position of the call record, the expected time to reach the ring back trigger position is less than a pre-specified threshold time. If the expected waiting time is not excessive then the Call Record Process sends (520) a play final announcement signal to the Announcement Facility 1 5.
  • the Announcement Facility will now cause an announcement of the form "your expected waiting time is only ⁇ estimated waiting time ⁇ , please hold for connection to an operator" or a similar message, and the Call Record Process enters the final announcement state (525).
  • the process awaits a server free signal (from step 425 of the Management Process) and on receipt of such a signal (530) effects a connect to server signal (535) to the network prior to the process terminating.
  • step 51 5 if it is determined that the expected time to reach the ring back trigger time is in excess of the pre-determined threshold time, then a check is carried out (540) to determine whether a calling address (calling line identity (CLI)) is available for the current call. If CLI is available then a check is carried out through other call records in the queue (545) to ensure that this is not a duplicate call occurring pending a ring-back. If a matching address is found (550) then a duplicate call macrofhereinafter described) is started (551 ) and the call record process terminates.
  • a calling address calling line identity
  • step 550 the process causes connection of the calling customer to the announcement facility and instructs an initial announcement (first format) message to be played (555).
  • This message using the prompt and collect facility of an Intelligent Peripheral may be in the form "Your expected waiting time for connection to an operator is ⁇ expected waiting time ⁇ . If you would like to be called back later when you will not have to wait long for service please press ⁇ key ⁇ now". If the caller presses the defined key within a predetermined time-out period then a ring-back instruction signal is passed back to The Call Record Process which (proceeding to Figure 6) replies with a play ring back announcement signal (605) to the Announcement Facility 1 5.
  • the Announcement Facility now plays a further voice message such as "Your ring-back request has been accepted. Your estimated time of ring back is ⁇ estimated ring-back time ⁇ . Please replace your handset". Following the return of an announcement complete signal (61 5) the Call Record Process provides a force release signal to the network (620) unless it has already received a calling party cleared signal (610) from the Network.
  • the record process will cause the play final announcement message to be played (630) (as herein before described with reference to steps 520 and 525) and will enter the final announcement state, in the final announcement state the customer may be periodically informed of the expected time to answer and may be played suitable messages or "music on hold" for example.
  • the caller may be offered further opportunities to select the ring-back service.
  • a "play initial announcement (second format)" signal (560) is sent to the announcement facility.
  • a voice announcement of the form "Your expected waiting time is ⁇ expected waiting time ⁇ . If you would like to be called back later, when you will not have to wait long for service, please press ⁇ key ⁇ followed by your full telephone number" will be given.
  • the caller does not make an appropriate response within the timeout period it is assumed that the ring-back facility is not required and the system will step to the final announcement state as indicated at figure 6 step 635 leading to step 630.
  • the Call Record Process uses the entered information to perform a search (645) for any other call record having a matching called address and if so proceeds to the duplicate call macro definition (hereinafter) (655). If no matching address is found then the process goes to the play ring back announcement step 605 previously mentioned.
  • the process awaits (660) ring-back signal (carrying the deferment time) from the Management Process.
  • ring-back signal (carrying the deferment time) from the Management Process.
  • the process uses the deferment time to set a "duration 2" (670) and schedules a "timer 2" for the current time plus the set duration 2 (675).
  • the call record process now enters the ring back scheduled state (680).
  • step 700 the process initiates a ring back call attempt (705) to the Network together with the CLI previously recorded.
  • the current time is recorded (710) and a "timer 3" is set to the current time plus a predetermined "duration 3".
  • the ringing back state (720) now awaits interrupt either as a result of an answer (721 ) or engaged (722) signal from the Network 1 2 or as a result of timer 3 expiring (723).
  • timer 3 is cancelled (725) and the time taken to answer calculated (730) to enable an estimate of the answer time distribution quartile to be updated (735).
  • the Announcement Facility is caused to be connected to the caller by sending a re-entry announcement signal to it (740).
  • "Timer 4" is set to the current time plus a predetermined "duration 4" and the re- entry announcement played.
  • the re-entry announcement may be of the form "Welcome back to ⁇ Service Name ⁇ . Your expected waiting time is now only ⁇ estimated waiting time ⁇ . Please press ⁇ key ⁇ to continue awaiting.”
  • a call clear down message (for example "As you have not confirmed your request we are releasing the call") is instructed and once an announcement complete message is returned by the Announcement Facility (845) a call clear is returned to the Network.
  • a further timer (“timer 6") is set to the current time plus a pre determined duration 6 (855) and a repeat ring back scheduled state is entered (860).
  • timer 3 is cancelled (750) and a remove call record from queue signal(755) is sent to the Management Process.
  • a timeout "timer 5" is set to the current time plus a predetermined duration 5 and the process enters the repeat ring-back state 765 pending expiry of timer 5.
  • timer 3 expires (723) without either an answer or an engaged response from the network1 2, the time to answer (duration 3) is calculated (770) and applied to the estimate of the answer time distribution quartile (775).
  • a remove record from queue signals sent to the Management Process (780) and timer 6 is set to the current time plus duration 6 (785) and repeat ring-back scheduled state is entered (790) in the same way as for a non-confirmed connect (830-860).
  • the number of repeat attempts made to contact a caller may be limited to avoid excessive failures. In this respect durations 5 and 6 may be increased after each failure in respect of a particular call record. Further bounding of the times between which calls may be attempted such that following ring-back failure call attempts are not made after a reasonable late evening or before a reasonable morning time.
  • the duplicate call macro causes the Network 1 2 to connect the caller to the Announcement Facility 1 5 and forwards a play duplicate call announcement signal.
  • a voice announcement of the form "We already have a record of your ring back request for ⁇ service name ⁇ . Your estimated time of ring-back is ⁇ estimated ring-back time ⁇ . If you would like to cancel your ring back request please press ⁇ key ⁇ . If you wish your ring-back request to proceed please replace your handset" is instructed to be played.
  • a timeout "timer 1" is set to the current time plus a response period
  • timer 1 910 or a clear ring back request (91 1 ) or a calling party clear (91 2) is required. If Timerl expires without the prompt and collect facility of the announcement facility detecting a customer reaction then the process forwards a call clear signal (91 5) to the Network 1 2 which force releases the call. If the Network 1 2 forwards a calling party clear indication (91 2) then the macro cancels timer 1 (920) and terminates.
  • the ring back request is forwarded by the prompt and collect facility of the Announcement Facility (91 1 ).
  • Timer 1 is cancelled by the process (925) and a remove call record from queue signal is sent (930) to the Management Process and the Call Record Process is terminated.
  • the Announcement Facility is now instructed to play a cancellation announcement in the form of "Your ring-back request has been cancelled" (935).
  • the process now waits for either an announcement complete indication (940) from the Announcement Facility 1 5 or for a Network indication (945) that the calling party has cleared. If the announcement is completed without a calling party clear being received then the process forwards a force release signal to the Network 1 2 to cause the call to be cleared prior to terminating the macro
  • the objective of the method is to ring-back each caller sufficiently in advance so that there is a small probability that a server is available for the caller before the caller has answered the ring-back.
  • Figure 10 if X, and X 2 are two random variables,. Figure 10 illustrates their probability density functions. It is being assumed that the median of X 1 is much less than the median of X 2 .
  • F 1 and F 2 are the distribution functions of X, and X 2 respectively.
  • the approach to determination of when to ring-back is to estimate a queue position which gives a ⁇ 2 h quantile for the queuing time distribution, where ⁇ 2 is small (i.e. the lower tail), which is at least as large as the ⁇ 1- ⁇ ,) th quantile of the ring-back answer time distribution, where ⁇ , is also small (i.e. the upper tail). It is shown below that if these two quantiles are actually equal then the probability that a call comes to the head of the queue before the caller answers is approximately bounded above by ⁇ , + ⁇ 2 , which will be small if both ⁇ , and ⁇ 2 are.
  • the inter-departure times are equal to the service times and they are therefore independent.
  • the queuing time for the n th position in the queue is now the sum of n independent random variables.
  • the co-variances of the inter- departure times are always 0, and it is not necessary to estimate them. It is only necessary to estimate the mean ⁇ and variance ⁇ 2 of the inter-departure (service) time.
  • S be the random variable which indicates whether or not the I th call in the queue stays in the queue and goes into service (with probability p), or not, i.e. the call is taken out of the queue because the ring-back fails or the caller abandons. It takes the value 1 if it goes into service or 0 if it does not, i.e.
  • a timer is used to measure queue inter-departure times. However these must only be measured when there is sufficient demand so that all servers are continuously occupied, i.e. there is at least one call in the queue when a server becomes free. Therefore the timer should only be re-started when a previously queuing call departs for service, or equivalently when a server becomes free and there is a call waiting in the queue. Before re-starting the timer the value it attained is recorded. These times are used to derive departure time distribution statistics which can be used to derive the queue position and time which will activate ring-back.
  • the natural time to re-compute all estimates is each time a call is answered by a server. It is necessary to initialise all estimates. This is best done with knowledge of the number of servers, and the mean and variance of the service time. In practice only the former may be known with certainty and the latter may have to be derived by experience.

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)
  • Exchange Systems With Centralized Control (AREA)

Abstract

Ce dispositif de file d'attente des appels d'un réseau définissant un centre d'appels comporte une fonction de régulation du service (10) qui tient à jour une liste de tous les appels conservés en file d'attente de façon qu'on puisse faire savoir au client appelant une estimation du temps d'attente pour qu'il soit répondu à un tel appel par un centre de réponse (16). Chaque appel entrant donne lieu à la création, pour cet appel, d'une fonction d'enregistrement d'appel (14). Ainsi, si la durée d'attente possible pour un client doit dépasser un seuil défini, il lui est proposé de demander à se faire rappeler par le réseau à un moment proche de l'instant attendu où un serveur sera libre. Le client conservant ainsi normalement son rang dans la file d'attente, les réponses aux différents appels se font sensiblement en respectant le tour de rôle de chacun. Ce procédé évite de conserver une connexion réseau avec un client appelant qui peut ainsi libérer sa ligne pendant que sa demande de service par le centre serveur est gardée en file d'attente.
EP99926609A 1998-07-22 1999-06-15 File d'attente d'appels dans un reseau de telecommunication Withdrawn EP1097557A1 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
EP99926609A EP1097557A1 (fr) 1998-07-22 1999-06-15 File d'attente d'appels dans un reseau de telecommunication

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
EP98305860 1998-07-22
EP98305860 1998-07-22
PCT/GB1999/001892 WO2000005867A1 (fr) 1998-07-22 1999-06-15 File d'attente d'appels dans un reseau de telecommunication
EP99926609A EP1097557A1 (fr) 1998-07-22 1999-06-15 File d'attente d'appels dans un reseau de telecommunication

Publications (1)

Publication Number Publication Date
EP1097557A1 true EP1097557A1 (fr) 2001-05-09

Family

ID=8234963

Family Applications (1)

Application Number Title Priority Date Filing Date
EP99926609A Withdrawn EP1097557A1 (fr) 1998-07-22 1999-06-15 File d'attente d'appels dans un reseau de telecommunication

Country Status (4)

Country Link
EP (1) EP1097557A1 (fr)
AU (1) AU4379699A (fr)
CA (1) CA2338290A1 (fr)
WO (1) WO2000005867A1 (fr)

Families Citing this family (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7430290B2 (en) 2003-10-23 2008-09-30 Telefonaktiebolaget Lm Ericsson (Publ) Virtual queuing support system and method
US9294624B2 (en) * 2009-01-28 2016-03-22 Virtual Hold Technology, Llc System and method for client interaction application integration
WO2011091550A1 (fr) 2010-01-28 2011-08-04 Bayer Materialscience Ag Dvd haute vitesse
US20160205253A1 (en) * 2012-04-13 2016-07-14 Virtual Hold Technology, Llc System and method for client interaction application integration
CN111278915B (zh) 2017-11-10 2023-01-13 科思创德国股份有限公司 具有良好机械性质的经矿物填充的热塑性组合物
EP3620485A1 (fr) 2018-09-04 2020-03-11 Covestro Deutschland AG Procédé de fabrication d'une matière de moulage à propriétés améliorées
CN114866651B (zh) * 2022-07-07 2022-09-20 南通小红帽网络科技有限公司 一种节点可复用的智能外呼方法及系统

Family Cites Families (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5327490A (en) * 1991-02-19 1994-07-05 Intervoice, Inc. System and method for controlling call placement rate for telephone communication systems
US5311574A (en) * 1991-10-23 1994-05-10 At&T Bell Laboratories Automatic customer call back for automatic call distribution systems
US5329583A (en) * 1992-06-30 1994-07-12 At&T Bell Laboratories Enhanced automatic call distribution system operation
DE19535540C1 (de) * 1995-09-25 1996-12-12 Siemens Ag Verfahren zur Behandlung von an Kommunikationssystemen mit automatischer Anrufverteilung ankommenden Anrufen bei besetzten Agenten-Kommunikationsendgeräten

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
See references of WO0005867A1 *

Also Published As

Publication number Publication date
CA2338290A1 (fr) 2000-02-03
AU4379699A (en) 2000-02-14
WO2000005867A1 (fr) 2000-02-03

Similar Documents

Publication Publication Date Title
EP0802665B1 (fr) Réseau de distribution automatique d'appels avec agents au foyer à commande coopérative
EP0539105B1 (fr) Méthode de rappel d'abboné automatique pour systèmes de distribution d'appels automatique
US5392345A (en) Work at home ACD agent network
EP0426361B1 (fr) Visualisation coordonnée de signaux de parole et de données dans un système de communication à multiplexage
US6535585B1 (en) System and method for notification upon successful message delivery
US5848132A (en) Telecommunications network having resident ability to pre-book scheduled call back services
JP3872567B2 (ja) ８００番号コールバック
EP2312819B1 (fr) Procédé, appareil et système de traitement d appels sortants
JPH11514515A (ja) 顧客待ち行列構成
WO1998035507A2 (fr) Procede et appareil de mise en file d'attente prioritaire des appels telephoniques
JPH09252351A (ja) 発呼制御方法
US6009161A (en) Automated ringing of an operator for directory assistance calls
US6430281B1 (en) Intelligent telecommunications network providing automated call booking, call reconnection and diary booking services
JP2000341414A (ja) 通信制御システム
WO2000005867A1 (fr) File d'attente d'appels dans un reseau de telecommunication
AU728685B2 (en) Telecommunications networks and services
JP2001053884A (ja) 受付けシステム
JP3322843B2 (ja) 自動呼分配サービス制御方式
US6418197B1 (en) Method of playing announcements in telecommunication network exchange
EP1046270B1 (fr) Reseaux de telecommunications
AU3423999A (en) Method in a telephone service for implementing queuing according to a desired charge
JPH1188510A (ja) 電話交換機

Legal Events

Date Code Title Description
PUAI Public reference made under article 153(3) epc to a published international application that has entered the european phase

Free format text: ORIGINAL CODE: 0009012

17P Request for examination filed

Effective date: 20010221

AK Designated contracting states

Kind code of ref document: A1

Designated state(s): BE CH DE ES FR GB IE IT LI NL

STAA Information on the status of an ep patent application or granted ep patent

Free format text: STATUS: THE APPLICATION IS DEEMED TO BE WITHDRAWN

18D Application deemed to be withdrawn

Effective date: 20060706