FI20002563A - Resurssien hallinta call centerissä - Google Patents

Resurssien hallinta call centerissä 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
English (en)
Swedish (sv)
Other versions
FI110653B (fi
FI20002563A0 (fi
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/fi
Publication of FI20002563A0 publication Critical patent/FI20002563A0/fi
Priority to PCT/FI2001/001011 priority patent/WO2002043362A1/en
Priority to AU2002218326A priority patent/AU2002218326A1/en
Publication of FI20002563A publication Critical patent/FI20002563A/fi
Application granted granted Critical
Publication of FI110653B publication Critical patent/FI110653B/fi

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]

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
FI20002563A 2000-11-22 2000-11-22 Resurssien hallinta call centerissä FI110653B (fi)

Priority Applications (3)

Application Number Priority Date Filing Date Title
FI20002563A FI110653B (fi) 2000-11-22 2000-11-22 Resurssien hallinta call centerissä
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
FI20002563 2000-11-22
FI20002563A FI110653B (fi) 2000-11-22 2000-11-22 Resurssien hallinta call centerissä

Publications (3)

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

Family

ID=8559554

Family Applications (1)

Application Number Title Priority Date Filing Date
FI20002563A FI110653B (fi) 2000-11-22 2000-11-22 Resurssien hallinta call centerissä

Country Status (3)

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

Families Citing this family (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB2407737B (en) * 2002-08-30 2006-05-17 Ericsson Telefon Ab L M Intelligent peripheral for speech recognition in networks
DE10241852B4 (de) * 2002-09-09 2013-05-08 Deutsche Telekom Ag Verfahren und System zur Vermittlung eines Telekommunikationsanrufes
CN100407744C (zh) * 2003-08-20 2008-07-30 中兴通讯股份有限公司 一种对业务呼入强度进行控制的装置和实现方法
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 (zh) * 2006-11-29 2010-05-19 中兴通讯股份有限公司 实现自动业务和人工业务互控的方法及系统
CN103297626B (zh) * 2013-05-20 2016-05-18 浙江远传信息技术股份有限公司 排班方法及装置
CN106559590A (zh) * 2015-09-30 2017-04-05 中兴通讯股份有限公司 一种在总机业务中实现用户替换的方法及装置
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
FI110653B (fi) 2003-02-28
WO2002043362A1 (en) 2002-05-30
FI20002563A0 (fi) 2000-11-22

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Legal Events

Date Code Title Description
MM Patent lapsed