FI20002563A - Managing resources in a call center - Google Patents

Managing resources in a call center Download PDF

Info

Publication number
FI20002563A
FI20002563A FI20002563A FI20002563A FI20002563A FI 20002563 A FI20002563 A FI 20002563A FI 20002563 A FI20002563 A FI 20002563A FI 20002563 A FI20002563 A FI 20002563A FI 20002563 A FI20002563 A FI 20002563A
Authority
FI
Finland
Prior art keywords
call center
managing resources
managing
resources
call
Prior art date
Application number
FI20002563A
Other languages
Finnish (fi)
Swedish (sv)
Other versions
FI20002563A0 (en
FI110653B (en
Inventor
Hannu Peltola
Markku Laihonen
Lauri Isotalo
Original Assignee
Elisa Comm Oyj
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 Elisa Comm Oyj filed Critical Elisa Comm Oyj
Priority to FI20002563A priority Critical patent/FI110653B/en
Publication of FI20002563A0 publication Critical patent/FI20002563A0/en
Priority to PCT/FI2001/001011 priority patent/WO2002043362A1/en
Priority to AU2002218326A priority patent/AU2002218326A1/en
Publication of FI20002563A publication Critical patent/FI20002563A/en
Application granted granted Critical
Publication of FI110653B publication Critical patent/FI110653B/en

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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • 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
    • 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
    • H04M3/5234—Uniform load distribution
    • 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
    • H04M3/5235—Dependent on call type or called number [DNIS]
FI20002563A 2000-11-22 2000-11-22 Resource management in the call center FI110653B (en)

Priority Applications (3)

Application Number Priority Date Filing Date Title
FI20002563A FI110653B (en) 2000-11-22 2000-11-22 Resource management in the call center
PCT/FI2001/001011 WO2002043362A1 (en) 2000-11-22 2001-11-21 Resource management in a call center
AU2002218326A AU2002218326A1 (en) 2000-11-22 2001-11-21 Resource management in a call center

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
FI20002563A FI110653B (en) 2000-11-22 2000-11-22 Resource management in the call center
FI20002563 2000-11-22

Publications (3)

Publication Number Publication Date
FI20002563A0 FI20002563A0 (en) 2000-11-22
FI20002563A true FI20002563A (en) 2002-05-23
FI110653B FI110653B (en) 2003-02-28

Family

ID=8559554

Family Applications (1)

Application Number Title Priority Date Filing Date
FI20002563A FI110653B (en) 2000-11-22 2000-11-22 Resource management in the call center

Country Status (3)

Country Link
AU (1) AU2002218326A1 (en)
FI (1) FI110653B (en)
WO (1) WO2002043362A1 (en)

Families Citing this family (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2004021688A1 (en) * 2002-08-30 2004-03-11 Telefonaktiebolaget L M Ericsson Intelligent peripheral for speech recognition in networks
DE10241852B4 (en) * 2002-09-09 2013-05-08 Deutsche Telekom Ag Method and system for switching a telecommunication call
CN100407744C (en) * 2003-08-20 2008-07-30 中兴通讯股份有限公司 Apparatus for controlling service calling intensity and realizing method thereof
US7398212B2 (en) 2004-04-22 2008-07-08 Hewlett-Packard Development Company, L.P. System and method for quality of service management with a call handling system
CN101193163B (en) * 2006-11-29 2010-05-19 中兴通讯股份有限公司 Method and system for mutual control between automatic service and manual service
CN103297626B (en) * 2013-05-20 2016-05-18 浙江远传信息技术股份有限公司 Scheduling method and device
CN106559590A (en) * 2015-09-30 2017-04-05 中兴通讯股份有限公司 A kind of method and device for realizing that in central office service user replaces
US10348888B1 (en) * 2018-08-03 2019-07-09 Motorola Solutions, Inc. Call management system for a command center utilizing call metadata

Family Cites Families (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5185781A (en) * 1990-10-12 1993-02-09 At&T Bell Laboratories Automation of telephone operator assistance calls
GB2270233B (en) * 1992-08-11 1996-05-22 Rockwell International Corp Telephone system with prioritized automatic call distribution
US5396542A (en) * 1993-08-31 1995-03-07 At&T Corp. Method for use by a telecommunications system in enabling improved attendant services
GB2337892B (en) * 1998-05-26 2003-08-27 Mitel Corp Smart transfer for answer positions

Also Published As

Publication number Publication date
AU2002218326A1 (en) 2002-06-03
FI20002563A0 (en) 2000-11-22
FI110653B (en) 2003-02-28
WO2002043362A1 (en) 2002-05-30

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Legal Events

Date Code Title Description
MM Patent lapsed