EP1305935A1 - Procede d'etablissement d'au moins une relation de communication presentant une priorite predefinie - Google Patents

Procede d'etablissement d'au moins une relation de communication presentant une priorite predefinie

Info

Publication number
EP1305935A1
EP1305935A1 EP01956399A EP01956399A EP1305935A1 EP 1305935 A1 EP1305935 A1 EP 1305935A1 EP 01956399 A EP01956399 A EP 01956399A EP 01956399 A EP01956399 A EP 01956399A EP 1305935 A1 EP1305935 A1 EP 1305935A1
Authority
EP
European Patent Office
Prior art keywords
operator
call
opl
priority
communication
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Withdrawn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
EP01956399A
Other languages
German (de)
English (en)
Inventor
Volker Henz
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.)
Siemens AG
Original Assignee
Siemens AG
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 Siemens AG filed Critical Siemens AG
Publication of EP1305935A1 publication Critical patent/EP1305935A1/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Withdrawn legal-status Critical Current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
    • H04M3/50—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

Definitions

  • external databases can be integrated into the Call Distribution System or CDS via the Support Application Server (SAS), for example in order to deliver a call to a call agent or the operator based on the call number of the caller immediately the relevant customer data records on the to display the corresponding communication terminal or terminal.
  • SAS Support Application Server
  • operator stations or operators used in the context of call distribution systems - hereinafter also referred to as operator terminals - can be connected to the switching device via differently configured subscriber lines.
  • subscriber connections - as an analog subscriber connection and / or
  • N ri- ⁇ P cn ⁇ - rt ⁇ PJ 3 P g o rt ⁇ ⁇ ⁇ ⁇ - S P CL p: CL H o 3 H CL tr
  • the additional service for user groups - also referred to as the "Community of Interest Supplementary Services" - includes all additional services that can be shared among users (groups).
  • An additional service that can be used jointly by users (groups) represents the performance feature "Multi-Level Precedence and Preemtion Service” or "MLPP”.
  • the additional service Multi-Level Precedence and Preemtion Service (MLPP) provides the corresponding service users with call handling provided with multiple priority levels.
  • the additional service MLPP is provided to the service user on request and can either refer to the phone number and / or the service.
  • the MLPP additional service provides priority, i.e.
  • an active connection can also be forced by a priority call or a call with a higher priority - also referred to as a forced release - whereby
  • Participant has the opportunity to confirm the forced release, or ⁇ ⁇ to tv) h- 1 t- 1
  • a global information service is provided - e.g. "Domestic information" or "International information” - whereby the various information services can be dialed under a specific service number sdn.
  • the individual operators OPl ... n of the call distribution system CDS are each assigned an operator-specific operator priority oprl ... n, by means of which the switching and / or operational behavior of the respective operator or operator terminal OPl ... n when on the call distribution system or Call Center CDS incoming calls, which have a specific MLPP priority, or MLPP calls is determined.
  • a call arriving at the switching center LE and having a predetermined MLPP priority cpr is exemplified by a call number sdn indicating the call distribution system CDS as the destination by means of an arrow call (sdn, cpr).
  • An operator OPl ... n of the CDS call distribution system can process one or more calls or communication relationships with different MLPP priorities at the same time - e.g. Set up a three-way connection or a larger conference with several participants.
  • the current operator priority oprl ... n at this point in time is determined by the MLPP priority of the communication relationship currently managed by the operator OPl ... n. If there are several communication relationships managed simultaneously by an operator OPl ... n - e.g. while setting up a large conference with 20 participants - the current operator priority oprl ... n is determined by the communication relationship currently managed or edited by the operator OPl ... n with the highest MLPP priority, whereby only MLPP- Priorities of active communication relationships are used - ie Parked calls, for example, are not evaluated to determine the current operator priority.
  • the MLPP priority assigned to a communication relationship can have a value between 0 and 4 U) U) rt i- 1 t- 1 cn o C o C o c ⁇
  • the agent OPl ... n has several options for processing the incoming call. For example, the calls or communication relationships currently made or mediated via the selected agents OPl ... n can be triggered, parked or held by the latter in order to accept the incoming call with a higher priority.
  • the communication relationships call arriving at the CDS call distribution system are mediated, among other things, depending on the current operator priorities oprl ... n stored in the table tab.
  • the table entries tabl ... n are advantageously searched in ascending order of the stored operator priorities oprl ... n.
  • Call call with priority cpr is delivered to the agent OPRl ... n through which a call or a communication relationship with the lowest MLPP priority, for example, is processed.
  • a table entry tabl ... n is determined for which the following relationship applies:
  • next best operator OPl ... n is determined which has a lower operator priority oprl ... n than the priority cpr of the communication relationship call to be switched.
  • the CDS call distribution system cannot find a free, ie suitable agent or operator OP1 ... N with a current operator priority oprl ... n less than the MLPP priority cpr of the incoming call call, the incoming call becomes dependent the MLPP priority cpr in the queue WS of the call issuing system CDS.
  • relations in the queue takes into account the respective MLPP priorities, ie the higher the MLPP priority cpr of the incoming call call, the shorter the waiting time of the call in the queue WS.
  • the individual operators OPl ... n take the current operator for certain switching and / or operational actions -Priorities oprl ... n, or the respective current status of the operator OPl ... n transmitted to the call distribution system CDS and stored accordingly in the memory device MEM. Examples of relevant actions are:
  • the MLPP priority of the accepted call is transmitted to the CDS call distribution system
  • the highest MLPP priority is transmitted to the switching center LE (in the event that two or more communication relationships are managed via an operator OP1 ... N).
  • the respective agents OPl ... n of the CDS call distribution system must be assigned the authorization to process incoming calls call with the highest MLPP priority cpr.
  • TJ p P ⁇ P p: 3 ⁇ PP 3 ⁇ o P ⁇ 0 ⁇ - PJ o O ⁇ ⁇ - P 1 P ⁇ ⁇ ⁇ POP ⁇ ⁇ 3 ⁇ - P Hi P tr PP ⁇ - tr tr 3 ⁇ ! ⁇ - PP ⁇ 3 3 P r ⁇ 1 Hi hd ⁇ PP co Hi 3 cn P ⁇ - ⁇ ⁇ fT uq P rt ⁇ o • to ⁇ p ⁇ rt uq CL tr 3 p CL J ⁇ hd tr rt uq 3 pj: rt So
  • Signaling defines an operational and switching behavior that enables a sensible application of call prioritization.
  • the triggering of existing calls by calls with higher priority is prevented, the prioritized calls nevertheless being switched.

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention concerne un procédé d'établissement d'au moins une relation de communication (call) présentant une priorité prédéfinie (cpr), vers au moins une liaison abonné (Ta1 n) affectée à au moins un système répartiteur d'appel (CDS). Selon ledit procédé, la répartition de la ou des relations de communication (call) à établir vers le groupe (CDS) est effectuée en fonction de sa priorité respective (cpr). Le procédé selon l'invention représente un développement utile du standard MLPP en direction de la centrale d'appel, le déclenchement de relations de communication établies étant évité par l'intermédiaire de relations de communication ayant des priorités supérieures.
EP01956399A 2000-07-28 2001-07-27 Procede d'etablissement d'au moins une relation de communication presentant une priorite predefinie Withdrawn EP1305935A1 (fr)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
DE10036902 2000-07-28
DE10036902 2000-07-28
PCT/DE2001/002855 WO2002015546A1 (fr) 2000-07-28 2001-07-27 Procede d'etablissement d'au moins une relation de communication presentant une priorite predefinie

Publications (1)

Publication Number Publication Date
EP1305935A1 true EP1305935A1 (fr) 2003-05-02

Family

ID=7650593

Family Applications (1)

Application Number Title Priority Date Filing Date
EP01956399A Withdrawn EP1305935A1 (fr) 2000-07-28 2001-07-27 Procede d'etablissement d'au moins une relation de communication presentant une priorite predefinie

Country Status (4)

Country Link
US (1) US20030185372A1 (fr)
EP (1) EP1305935A1 (fr)
CN (1) CN1444820A (fr)
WO (1) WO2002015546A1 (fr)

Families Citing this family (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2002019734A1 (fr) * 2000-08-29 2002-03-07 Siemens Aktiengesellschaft Procede d'etablissement de relations de communication
CN100450132C (zh) * 2002-04-19 2009-01-07 中兴通讯股份有限公司 一种对振铃态用户插入的方法
KR20050029325A (ko) * 2003-09-22 2005-03-28 주식회사 팬택앤큐리텔 이동통신 단말기에서의 조건별 수신 처리 방법
US8340262B1 (en) * 2004-11-18 2012-12-25 Verizon Services Corp. Home call router
FI20051263A0 (fi) * 2005-12-07 2005-12-07 Nokia Corp Menetelmä kanavien varaamiseksi ja vapauttamiseksi matkaviestintäjärjestelmässä
US8705722B2 (en) * 2007-05-22 2014-04-22 Verizon Patent And Licensing Inc. Automatic routing of communications to user endpoints
US20090255808A1 (en) * 2008-04-11 2009-10-15 Seagate Technology Llc Target for efficient use of precious deposition material
CN112000949B (zh) * 2020-08-26 2023-06-16 中国联合网络通信集团有限公司 程序包调用方法、系统、终端设备及计算机可读存储介质

Family Cites Families (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5206903A (en) * 1990-12-26 1993-04-27 At&T Bell Laboratories Automatic call distribution based on matching required skills with agents skills
US5329583A (en) * 1992-06-30 1994-07-12 At&T Bell Laboratories Enhanced automatic call distribution system operation
US6044146A (en) * 1998-02-17 2000-03-28 Genesys Telecommunications Laboratories, Inc. Method and apparatus for call distribution and override with priority
US6173053B1 (en) * 1998-04-09 2001-01-09 Avaya Technology Corp. Optimizing call-center performance by using predictive data to distribute calls among agents
US7292858B2 (en) * 1999-06-14 2007-11-06 Ascendent Telecommunications, Inc. Method and apparatus for communicating with one of plural devices associated with a single telephone number during a disaster and disaster recovery

Non-Patent Citations (2)

* Cited by examiner, † Cited by third party
Title
None *
See also references of WO0215546A1 *

Also Published As

Publication number Publication date
WO2002015546A1 (fr) 2002-02-21
CN1444820A (zh) 2003-09-24
US20030185372A1 (en) 2003-10-02

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Inventor name: HENZ, VOLKER

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