EP1180288A4 - Enterprise contact server with enhanced routing features - Google Patents

Enterprise contact server with enhanced routing features

Info

Publication number
EP1180288A4
EP1180288A4 EP00932697A EP00932697A EP1180288A4 EP 1180288 A4 EP1180288 A4 EP 1180288A4 EP 00932697 A EP00932697 A EP 00932697A EP 00932697 A EP00932697 A EP 00932697A EP 1180288 A4 EP1180288 A4 EP 1180288A4
Authority
EP
European Patent Office
Prior art keywords
contact server
routing features
enterprise contact
enhanced routing
enhanced
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Withdrawn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
EP00932697A
Other languages
German (de)
French (fr)
Other versions
EP1180288A1 (en
Inventor
Raymond G Goss
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.)
Verizon Business Global LLC
Original Assignee
MCI Worldcom 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
Priority claimed from US09/317,561 external-priority patent/US6687241B1/en
Application filed by MCI Worldcom Inc filed Critical MCI Worldcom Inc
Publication of EP1180288A1 publication Critical patent/EP1180288A1/en
Publication of EP1180288A4 publication Critical patent/EP1180288A4/en
Withdrawn legal-status Critical Current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
    • H04M3/50—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
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/40—Support for services or applications
    • H04L65/401—Support for services or applications wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/14—Session 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
    • H04M3/5237—Interconnection arrangements between ACD systems
    • 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
    • H04M7/0027—Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L69/00—Network arrangements, protocols or services independent of the application payload and not provided for in the other groups of this subclass
    • H04L69/30—Definitions, standards or architectural aspects of layered protocol stacks
    • H04L69/32—Architecture of open systems interconnection [OSI] 7-layer type protocol stacks, e.g. the interfaces between the data link level and the physical level
    • H04L69/322—Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions
    • H04L69/329—Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions in the application layer [OSI layer 7]
    • 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
    • H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back 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
    • H04M3/523—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

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • General Engineering & Computer Science (AREA)
  • Multimedia (AREA)
  • Telephonic Communication Services (AREA)
EP00932697A 1999-05-24 2000-05-22 Enterprise contact server with enhanced routing features Withdrawn EP1180288A4 (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US317561 1994-10-04
US09/317,561 US6687241B1 (en) 1997-11-21 1999-05-24 Enterprise contact server with enhanced routing features
PCT/US2000/014058 WO2000072535A1 (en) 1999-05-24 2000-05-22 Enterprise contact server with enhanced routing features

Publications (2)

Publication Number Publication Date
EP1180288A1 EP1180288A1 (en) 2002-02-20
EP1180288A4 true EP1180288A4 (en) 2003-06-11

Family

ID=23234238

Family Applications (1)

Application Number Title Priority Date Filing Date
EP00932697A Withdrawn EP1180288A4 (en) 1999-05-24 2000-05-22 Enterprise contact server with enhanced routing features

Country Status (7)

Country Link
EP (1) EP1180288A4 (en)
JP (1) JP2003500929A (en)
AU (1) AU771695B2 (en)
BR (1) BR0010933A (en)
CA (1) CA2374329A1 (en)
MX (1) MXPA01012024A (en)
WO (1) WO2000072535A1 (en)

Families Citing this family (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
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
US6934380B2 (en) * 2003-05-02 2005-08-23 Cisco Technology, Inc. Method and system for automatic contact distribution utilizing presence detection
EP1636977A2 (en) * 2003-06-19 2006-03-22 Nortel Networks Limited Convergence of circuit-switched voice and packet-based media services
US7894581B2 (en) 2003-06-19 2011-02-22 Nortel Networks Limited Convergence of circuit-switched voice and packet-based media services
US7899164B2 (en) 2003-06-19 2011-03-01 Nortel Networks Limited Convergence of circuit-switched voice and packet-based media services
US7729479B2 (en) 2004-11-30 2010-06-01 Aspect Software, Inc. Automatic generation of mixed media messages
KR101169045B1 (en) * 2010-08-24 2012-07-26 (주) 콜게이트 System, method and computer readable medium for providing voice and visual ARS service

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0856980A2 (en) * 1997-02-04 1998-08-05 Siemens Business Communication Systems, Inc. Content searchable communications for a routing method and ACD system
US5825869A (en) * 1995-04-24 1998-10-20 Siemens Business Communication Systems, Inc. Call management method and system for skill-based routing
WO1998054877A2 (en) * 1997-05-30 1998-12-03 Genesys Telecommunications Laboratories, Inc. Apparatus and methods enhancing call routing within and between call-centers
US5884032A (en) * 1995-09-25 1999-03-16 The New Brunswick Telephone Company, Limited System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent

Family Cites Families (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5590188A (en) * 1992-11-09 1996-12-31 Iex Corporation Rules-based call routing

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5825869A (en) * 1995-04-24 1998-10-20 Siemens Business Communication Systems, Inc. Call management method and system for skill-based routing
US5884032A (en) * 1995-09-25 1999-03-16 The New Brunswick Telephone Company, Limited System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
EP0856980A2 (en) * 1997-02-04 1998-08-05 Siemens Business Communication Systems, Inc. Content searchable communications for a routing method and ACD system
WO1998054877A2 (en) * 1997-05-30 1998-12-03 Genesys Telecommunications Laboratories, Inc. Apparatus and methods enhancing call routing within and between call-centers

Non-Patent Citations (2)

* Cited by examiner, † Cited by third party
Title
See also references of WO0072535A1 *
WEBLINE: "Press Release 8-9-1997", WEBLINE PRESS RELEASE, 8 September 1997 (1997-09-08), pages 1 - 4, XP002231318, Retrieved from the Internet <URL:www.webline.com/news/press/1997/9-8-97.htm> [retrieved on 20030214] *

Also Published As

Publication number Publication date
AU771695B2 (en) 2004-04-01
CA2374329A1 (en) 2000-11-30
JP2003500929A (en) 2003-01-07
MXPA01012024A (en) 2002-06-21
AU5038500A (en) 2000-12-12
EP1180288A1 (en) 2002-02-20
BR0010933A (en) 2002-04-23
WO2000072535A1 (en) 2000-11-30

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Legal Events

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

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17P Request for examination filed

Effective date: 20011123

AK Designated contracting states

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AX Request for extension of the european patent

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RIC1 Information provided on ipc code assigned before grant

Ipc: 7H 04M 3/51 B

Ipc: 7H 04M 3/523 B

Ipc: 7H 04L 12/64 A

A4 Supplementary search report drawn up and despatched

Effective date: 20030429

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Effective date: 20050204