EP1374055A4 - Gestionnaire d'administration de centre d'appels - Google Patents

Gestionnaire d'administration de centre d'appels

Info

Publication number
EP1374055A4
EP1374055A4 EP01964033A EP01964033A EP1374055A4 EP 1374055 A4 EP1374055 A4 EP 1374055A4 EP 01964033 A EP01964033 A EP 01964033A EP 01964033 A EP01964033 A EP 01964033A EP 1374055 A4 EP1374055 A4 EP 1374055A4
Authority
EP
European Patent Office
Prior art keywords
call center
administration manager
center administration
manager
call
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.)
Ceased
Application number
EP01964033A
Other languages
German (de)
English (en)
Other versions
EP1374055A1 (fr
Inventor
Ran Ezerzer
Gerald Augustin Holly Jr
Roberto Armando Portil Jarquin
Ali Aljane
Eli Ben Borodow
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.)
Oracle International Corp
Original Assignee
Telephony Work 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 US09/798,226 external-priority patent/US7366293B2/en
Application filed by Telephony Work Inc filed Critical Telephony Work Inc
Publication of EP1374055A1 publication Critical patent/EP1374055A1/fr
Publication of EP1374055A4 publication Critical patent/EP1374055A4/fr
Ceased 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
    • H04M3/5237—Interconnection arrangements between ACD systems
    • 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
    • H04L65/1066—Session management
    • H04L65/1069—Session establishment or de-establishment
    • 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
    • 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
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L63/00—Network architectures or network communication protocols for network security
    • H04L63/08—Network architectures or network communication protocols for network security for authentication of entities
    • H04L63/083—Network architectures or network communication protocols for network security for authentication of entities using passwords
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L63/00—Network architectures or network communication protocols for network security
    • H04L63/10—Network architectures or network communication protocols for network security for controlling access to devices or network resources
    • H04L63/104—Grouping of entities
    • 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
    • H04L65/10—Architectures or entities
    • H04L65/1016—IP multimedia subsystem [IMS]
EP01964033A 2001-03-02 2001-08-14 Gestionnaire d'administration de centre d'appels Ceased EP1374055A4 (fr)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US798226 2001-03-02
US09/798,226 US7366293B2 (en) 2000-08-14 2001-03-02 Call center administration manager
PCT/US2001/025526 WO2002071226A1 (fr) 2001-03-02 2001-08-14 Gestionnaire d'administration de centre d'appels

Publications (2)

Publication Number Publication Date
EP1374055A1 EP1374055A1 (fr) 2004-01-02
EP1374055A4 true EP1374055A4 (fr) 2006-08-02

Family

ID=25172849

Family Applications (1)

Application Number Title Priority Date Filing Date
EP01964033A Ceased EP1374055A4 (fr) 2001-03-02 2001-08-14 Gestionnaire d'administration de centre d'appels

Country Status (4)

Country Link
EP (1) EP1374055A4 (fr)
JP (1) JP2004535090A (fr)
CA (1) CA2439694C (fr)
WO (1) WO2002071226A1 (fr)

Families Citing this family (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP4894301B2 (ja) 2006-03-03 2012-03-14 富士通株式会社 スキル値算出プログラムおよびスキル値算出装置

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5185780A (en) * 1990-10-12 1993-02-09 Tex Corporation Method for predicting agent requirements in a force management system
WO1999060766A1 (fr) * 1998-05-18 1999-11-25 Callscan Limited Attribution des ressources (humaines) concernant une gestion des taches (dans un central telephonique)
US6175564B1 (en) * 1995-10-25 2001-01-16 Genesys Telecommunications Laboratories, Inc Apparatus and methods for managing multiple internet protocol capable call centers

Family Cites Families (25)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JPS4969295A (fr) * 1972-11-08 1974-07-04
JPH04127652A (ja) * 1990-09-18 1992-04-28 Nippon Telegr & Teleph Corp <Ntt> 追い掛け電話サービスシステムの転送制御方法
GB9506290D0 (en) * 1995-03-28 1995-05-17 British Telecomm Teleworking arrangements
ATE330416T1 (de) * 1995-04-24 2006-07-15 Ibm Verfahren und gerät zur auf geschicklichkeit basierten leitweglenkung in einer anrufzentrale
JPH0965392A (ja) * 1995-08-25 1997-03-07 Matsushita Electric Ind Co Ltd ボタン電話装置
JP2986393B2 (ja) * 1995-12-26 1999-12-06 山形カシオ株式会社 携帯端末自動呼び出し装置
IL126909A0 (en) * 1996-05-07 1999-09-22 Webline Communications Corp Method and apparatus for coordinating internet multi-media content with telephone and audio communications
US6263066B1 (en) * 1997-02-06 2001-07-17 Genesys Telecommunications Laboratories, Inc. Multimedia managing and prioritized queuing system integrated with intelligent routing capability
WO1998053593A1 (fr) * 1997-05-20 1998-11-26 Mci Worldcom, Inc. Systeme et procede permettant d'offrir des services clients depuis un central telephonique
JP2939465B2 (ja) * 1997-06-18 1999-08-25 日本電信電話株式会社 ネットワーク提供型ｃｔｉシステム及びその構築方法
JPH1132121A (ja) * 1997-07-10 1999-02-02 Matsushita Electric Ind Co Ltd 交換装置システム
JP3311972B2 (ja) * 1997-09-19 2002-08-05 富士通株式会社 電話接続装置、電話接続方法及び、その方法をコンピュータに実行させるためのプログラムを記録した記録媒体
JP3953595B2 (ja) * 1997-10-14 2007-08-08 富士通株式会社 ネットワーク自動呼分配制御方法
US6175546B1 (en) * 1997-10-20 2001-01-16 Industrial Technology Research Institute Curved-beam supporting structure for optical pickup actuators in optical disc drivers
US8130749B2 (en) * 1998-02-17 2012-03-06 Genesys Telecommunications Laboratories Inc., A Corp of California Telephone network interface bridge between data telephony networks and dedicated connection telephony networks
US6047060A (en) * 1998-02-20 2000-04-04 Genesys Telecommunications Laboratories, Inc. Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center
JP3179754B2 (ja) * 1998-05-06 2001-06-25 株式会社エヌ・ティ・ティ・データ 分散型コールセンタ、ローカルサイト及びリモートサイト
JPH11346266A (ja) * 1998-06-02 1999-12-14 Hitachi Ltd コンピュータテレフォニーインテグレーションシステム，情報提供装置，交換機制御装置，及びそれに用いる記憶媒体
JP3445153B2 (ja) * 1998-06-04 2003-09-08 富士通株式会社 電話番号一時的使用装置及び方法
US6295353B1 (en) * 1998-10-07 2001-09-25 Avaya Technology Corp. Arrangement for efficiently updating status information of a network call-routing system
JP3594219B2 (ja) * 1998-11-13 2004-11-24 インターナショナル・ビジネス・マシーンズ・コーポレーション 通信方法、通信システム、通信を制御するためのソフトウエア・プロダクトを格納した記録媒体
US6687877B1 (en) * 1999-02-17 2004-02-03 Siemens Corp. Research Inc. Web-based call center system with web document annotation
JP3414672B2 (ja) * 1999-05-24 2003-06-09 日本電気株式会社 構内交換機の着信呼自動分配方法とその装置
JP4519962B2 (ja) * 1999-05-27 2010-08-04 Ｊｆｅシステムズ株式会社 通信制御システム
US6611590B1 (en) * 1999-07-30 2003-08-26 Avaya Technology Corp. Enterprise-wide intelligent call center routing

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5185780A (en) * 1990-10-12 1993-02-09 Tex Corporation Method for predicting agent requirements in a force management system
US6175564B1 (en) * 1995-10-25 2001-01-16 Genesys Telecommunications Laboratories, Inc Apparatus and methods for managing multiple internet protocol capable call centers
WO1999060766A1 (fr) * 1998-05-18 1999-11-25 Callscan Limited Attribution des ressources (humaines) concernant une gestion des taches (dans un central telephonique)

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
See also references of WO02071226A1 *

Also Published As

Publication number Publication date
CA2439694C (fr) 2011-07-05
WO2002071226A1 (fr) 2002-09-12
JP2004535090A (ja) 2004-11-18
CA2439694A1 (fr) 2002-09-12
EP1374055A1 (fr) 2004-01-02

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Inventor name: BORODOW, ELI, BEN

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Inventor name: HOLLY, GERALD, AUGUSTIN, JR.

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