EP1312199A1 - Call distribution in distributed call centers - Google Patents
Call distribution in distributed call centersInfo
- Publication number
- EP1312199A1 EP1312199A1 EP01960626A EP01960626A EP1312199A1 EP 1312199 A1 EP1312199 A1 EP 1312199A1 EP 01960626 A EP01960626 A EP 01960626A EP 01960626 A EP01960626 A EP 01960626A EP 1312199 A1 EP1312199 A1 EP 1312199A1
- Authority
- EP
- European Patent Office
- Prior art keywords
- network
- group
- control unit
- subscriber
- members
- 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- Withdrawn
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q3/00—Selecting arrangements
- H04Q3/0016—Arrangements providing connection between exchanges
- H04Q3/0029—Provisions for intelligent networking
-
- 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
-
- 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
- H04Q2213/13107—Control equipment for a part of the connection, distributed control, co-processing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13288—Closed user groups, CUG
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13384—Inter-PBX traffic, PBX networks, e.g. corporate networks
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13399—Virtual channel/circuits
Definitions
- the present invention relates to a method for accepting and processing calls within a telephone network comprising lines with a voice and a data channel for connecting a caller to subscriber groups connected to the network, wherein a subscriber group is assigned a network identifier via which all members of the subscriber group for a caller can be selected, the calls intended for a subscriber group being distributed to the individual members of the group on the basis of predefinable criteria, and data sets assigned to a connection being exchanged via the data channel.
- the invention also relates to a system for implementing the method.
- the invention relates to so-called "intelligent" telephone networks, in which the lines not only have channels for transmitting voice messages, but also have parallel data channels on which background information, such as the identifier of the caller, is transmitted.
- These data channels are in one or summarized several central servers, which can process the background information and which ultimately decide on the establishment of the voice channels.
- call centers such as telephone information
- call centers such as telephone information
- Such structures are also known from large mail order companies. For example, telephone information is organized in such a way that a large number of call centers distributed decentrally over the area of the network can be reached from anywhere via a single telephone number.
- the customer's call via the data channel becomes one central set up control unit, which is formed by a server of the network and which uses the customer's telephone number (network identifier) to assign this to local information and then connects his voice channel to the locally responsible call center.
- Access to other networks, such as cellular networks, is similar. Even simple telephone systems with several connections form such a group.
- the disadvantage of the known methods is that the organization within the group can only benefit to a limited extent from the "intelligence" of the network. After all, the control units used hitherto only form an interface to the network, but without belonging to the network itself and thus accessing the complete network The majority of the information is lost here for reasons of data protection.
- Another disadvantage is that, for reasons of compatibility of the network with the intranets of the subscriber group, the network provider must provide the control units and also configure them according to the needs of the users. This organization is labor-intensive and there are problems due to the completely different organizations of the individual groups, which result, for example, from different transmission protocols. Such structures are also rigid and cannot react flexibly to changes in the organization of the group. Another disadvantage is that the connections are organized within a group via the network and the network is thus overloaded. The network with the actually self-sufficient group has nothing to do, but has to take care of the organization of the group due to the central control in the network.
- the object of the invention is now to provide a method and a system which provides a service with simple and inexpensive means, which the participant groups can use conveniently for their internal organization and which leads to a more flexible organization of the participant groups using extensive background information and ultimately relieves the strain on the network and the network provider.
- the basic idea of the invention is to integrate the control units known hitherto, as have been implemented, for example, by the individual telephone systems or else by distribution systems from external networks, into the “intelligent” network. While it is only known from the prior art that To see the network as a closed structure from the perspective of the outsider and to use only the interfaces provided to connect control units, the idea according to the invention is to implement the control units by computers of the "intelligent" network itself. These then have access to all information available to the network operator. The invention can thus be implemented in particular by the network operator himself, who knows his network from the inside. The control is thus carried out by a control unit integrated into the network in this way, which has access not only to the trimmed but also to the complete data sets and thus all the background information.
- a control unit which can be part of a central unit, is assigned to a subscriber group, the control unit automatically deciding on the connection of a call to a special member of the group.
- the network-integrated control unit thus takes on the role of the distribution node of the group of participants. It is therefore a major advantage that the interface ("communication interface ”) to the distribution node, since the distribution node is realized by the network itself.
- the intelligence of the telephone network is present in the control unit according to the invention and can be used by the subscriber group. This enables technically simpler solutions for the individual control units, which can be sold or rented as a compact system (router) by the network operator to the group of participants.
- the router independently decides on the connection of a call to a special member of the group.
- the router that is to say the control unit, is advantageously formed by a computer (server).
- control unit In order to be able to perform this function, it is essential that the control unit according to the invention also receives information from the group. This information is passed on by the customer, that is to say the operator of the subscriber group, to the network operator in a type of traffic management protocol. The control unit uses this protocol to distribute the incoming calls.
- the network operator can implement the protocol in the control unit. In a particularly advantageous embodiment, the customer can load his own protocol onto the control unit by means of a data line.
- the term "subscriber group” is used relatively generally.
- the set of all telephone information centers connected to the network or an autonomous network accessible via the primary network for example a mobile radio network, or even a telephone system with several separately selectable connections
- the primary network for example a mobile radio network
- a telephone system with several separately selectable connections Form a group of participants in the sense of the invention.
- the identifier of the caller is taken into account as a sign of his local location in the criteria specified for the control unit. This means that the control unit primarily tries to establish a connection to the member responsible locally for the caller.
- the capacity utilization of each member is also registered by the control unit and the calls are distributed to the individual members on the basis of the overload criterion. If the control unit detects a singular overload, it forwards the incoming call to another member (center). In this way, a group of such service providers present themselves to the outside world as a single provider who is also dialed via a central number, although there is still a certain local connection. This local connection is important for the customer, since a caller from Hamburg feels better advised by a local consultant than if he were referred to Kunststoff.
- Another advantage of the invention is that private networks, for example the service network of automobile dealers who have a large number of local branches, could also be optimized using the control unit according to the invention.
- a control unit provided by the network operator can have a large number operate such centers grouped together. Since the distribution of the calls in relation to the group takes place centrally, it is possible in a special embodiment to adapt the service of the transfer to the customer profile.
- a general advantage of the invention is that the service to the customer is improved, which leads to a strengthening of customer loyalty to the network operator. Modular and flexible expansion of the technology is also possible depending on the requirements. A clear separation of responsibilities on the one hand of the network and on the other hand of the group is guaranteed. Each group can implement its own performance features within the group. Because of the many individual degrees of freedom, the organization according to the invention is particularly easy to regulate.
- FIG. 1 shows a group of subscribers integrated in a data line network
- FIG. 2 shows a group of subscribers connected to a data line network
- Figure 3 shows a control unit
- FIG. 1 shows three members 1 forming a subscriber group, as can be formed, for example, by individual telephone information centers. These members 1 are integrated in an external “intelligent” network 2 and are correspondingly connected to one another via the voice channels (continuous lines) 3 of the lines of the network 2 via an exchange 14. A participant 13, who does not belong to the group, is also integrated into the network 2.
- the group is defined by a control unit 4 integrated into the network 2, which in this case is a central control unit 4, to which at least the subscriber 13 is still attached.
- the connection to the control unit 4 is established via the data channels (broken lines) 3, which converge in the control unit 4.
- the control unit 4 is in this example from a server of the intelligent network.
- the control unit 4 is itself accessible via the network 2 and can be dialed by the subscriber 13 via its network identifier (for example a service telephone number). In the case of an incoming call (arrow 6), the control unit 4, which as part of the network 2 is informed of the current load of the individual members 1, decides which member the call is forwarded to, the call running via the switching center 14.
- network identifier for example a service telephone number
- FIG. 2 shows a network 7 with subscribers, not shown.
- a control unit 8 is connected to the network 7, which forms an interface to a group of members 9 integrated into the network 7 and which can be selected from the network 7 via the internal data channel 10.
- the group in turn forms a network, for example a mobile radio network, the individual members 9 being able to communicate with one another via lines (serpentine lines) 11.
- a call from the network 7 intended for a member 9 is first organized by the control unit 8 via the data channels 10 before a voice channel 12 is switched through to the subscriber 9 via the switching center 15.
- the control unit 4 itself is shown schematically in FIG. 3, which itself has a control means 16 with a controller 17 and an evaluation module 18.
- the control means 16 has access to a database 19, on which data from the telecommunications network (not shown) can be stored via the interface 20.
- the interface 20 is has a data line 21, via which direct communication between the control means 16 and the network is possible. Communication, including the database 19, takes place via line 22.
- the connection to the subscriber groups takes place via lines 23, which each lead from a suitable interface 24 to the outside world.
- a converter 25 for converting the individual protocols is required between the subscriber groups and the telecommunications network and is also implemented on the control unit 4.
Landscapes
- Engineering & Computer Science (AREA)
- Computer Networks & Wireless Communication (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
- Mobile Radio Communication Systems (AREA)
- Data Exchanges In Wide-Area Networks (AREA)
Abstract
Description
Claims
Applications Claiming Priority (3)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
DE10040301A DE10040301A1 (en) | 2000-08-17 | 2000-08-17 | Smart contact manager |
DE10040301 | 2000-08-17 | ||
PCT/EP2001/009041 WO2002015547A1 (en) | 2000-08-17 | 2001-08-04 | Call distribution in distributed call centers |
Publications (1)
Publication Number | Publication Date |
---|---|
EP1312199A1 true EP1312199A1 (en) | 2003-05-21 |
Family
ID=7652805
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
EP01960626A Withdrawn EP1312199A1 (en) | 2000-08-17 | 2001-08-04 | Call distribution in distributed call centers |
Country Status (4)
Country | Link |
---|---|
US (1) | US20050100155A1 (en) |
EP (1) | EP1312199A1 (en) |
DE (1) | DE10040301A1 (en) |
WO (1) | WO2002015547A1 (en) |
Families Citing this family (9)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
DE10153255B4 (en) * | 2001-10-31 | 2007-08-02 | Siemens Ag | Method and device for forming groups of users of a communication network |
US8897427B2 (en) * | 2007-11-21 | 2014-11-25 | Bce Inc. | Method and apparatus for enabling a calling party to leave a voice message for a called party |
CA2706392C (en) * | 2007-11-23 | 2017-03-21 | Matthew Rose | Method and apparatus for enabling a calling party to leave a voice message for a called party in response to a command provided by the calling party |
WO2009076739A1 (en) | 2007-12-19 | 2009-06-25 | Bce Inc. | Method and system for routing calls placed to a telephony identifier associated with a group of identities |
US20100296425A1 (en) * | 2007-12-21 | 2010-11-25 | Jonathan Allan Arsenault | Method and system for establishing a connection with a packet-based application server |
US8675830B2 (en) * | 2007-12-21 | 2014-03-18 | Bce Inc. | Method and apparatus for interrupting an active telephony session to deliver information to a subscriber |
US8693652B2 (en) * | 2007-12-27 | 2014-04-08 | Bce Inc. | Method and system for processing calls in an architecture allowing a telephony identifier to be associated with a group of identities |
CA2707020C (en) * | 2007-12-27 | 2015-02-17 | Bce Inc. | Method and system for modifying routing information associated to a party |
CA2647920C (en) * | 2008-12-24 | 2015-11-24 | Bce Inc. | Method and system for routing telephony communications together with modified calling party identifier information |
Family Cites Families (14)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP0670094A1 (en) * | 1990-11-20 | 1995-09-06 | Teloquent Communications Corporation | Telephone call handling system |
US5136636A (en) * | 1991-02-07 | 1992-08-04 | At&T Bell Laboratories | Telephone connection to a nearby dealer |
US5402472A (en) * | 1992-04-23 | 1995-03-28 | Boston Technology, Inc. | Automated attendant for any combination of PBX, centrex, and single-line telephones |
US5590188A (en) * | 1992-11-09 | 1996-12-31 | Iex Corporation | Rules-based call routing |
US5506890A (en) * | 1993-11-16 | 1996-04-09 | At&T Corp. | Method and apparatus for group-specific calling |
US5530744A (en) | 1994-09-20 | 1996-06-25 | At&T Corp. | Method and system for dynamic customized call routing |
US5926538A (en) * | 1997-02-11 | 1999-07-20 | Genesys Telecommunications Labs, Inc | Method for routing calls to call centers based on statistical modeling of call behavior |
US5740238A (en) * | 1995-11-03 | 1998-04-14 | Lucent Technologies Inc. | Method and apparatus for queuing a call to the best backup split |
US6104802A (en) * | 1997-02-10 | 2000-08-15 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
US6009163A (en) * | 1997-07-03 | 1999-12-28 | U S West, Inc. | Method and system for regulating incoming calls from multiple points of origination |
US6272347B1 (en) * | 1997-09-30 | 2001-08-07 | Avaya Technology Corp. | Automatic call distribution based on physical location of wireless terminals |
EP0973313A1 (en) * | 1998-07-16 | 2000-01-19 | Ascom Hasler AG | Circuit and method for operating a call-center |
CA2282169A1 (en) * | 1998-11-10 | 2000-05-10 | Kamal S. Sethia | Automatic call distribution system using isdn pri two b-channel transfer |
US6763104B1 (en) * | 2000-02-24 | 2004-07-13 | Teltronics, Inc. | Call center IVR and ACD scripting method and graphical user interface |
-
2000
- 2000-08-17 DE DE10040301A patent/DE10040301A1/en not_active Ceased
-
2001
- 2001-08-04 US US10/362,670 patent/US20050100155A1/en not_active Abandoned
- 2001-08-04 EP EP01960626A patent/EP1312199A1/en not_active Withdrawn
- 2001-08-04 WO PCT/EP2001/009041 patent/WO2002015547A1/en active Application Filing
Non-Patent Citations (1)
Title |
---|
See references of WO0215547A1 * |
Also Published As
Publication number | Publication date |
---|---|
WO2002015547A1 (en) | 2002-02-21 |
DE10040301A1 (en) | 2002-02-28 |
US20050100155A1 (en) | 2005-05-12 |
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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: 20030317 |
|
AK | Designated contracting states |
Designated state(s): AT BE CH CY DE DK ES FI FR GB GR IE IT LI LU MC NL PT SE TR |
|
RIN1 | Information on inventor provided before grant (corrected) |
Inventor name: SEIDEL, REINHARD Inventor name: TRINKEL, MARIAN Inventor name: RAAB, STEFAN Inventor name: DANZER, WERNER |
|
17Q | First examination report despatched |
Effective date: 20070307 |
|
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: 20150929 |