ID16770A - Jaringan agen acd yang bekerja di rumah dengan pengendalian bersama - Google Patents

Jaringan agen acd yang bekerja di rumah dengan pengendalian bersama

Info

Publication number
ID16770A
ID16770A IDP970814A ID970814A ID16770A ID 16770 A ID16770 A ID 16770A ID P970814 A IDP970814 A ID P970814A ID 970814 A ID970814 A ID 970814A ID 16770 A ID16770 A ID 16770A
Authority
ID
Indonesia
Prior art keywords
home
works
joint control
agent network
acd agent
Prior art date
Application number
IDP970814A
Other languages
English (en)
Inventor
Mary Rita Otto
Original Assignee
At & T Corp
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 At & T Corp filed Critical At & T Corp
Publication of ID16770A publication Critical patent/ID16770A/id

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
    • H04M3/5125—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with remote located operators
    • 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
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/60—Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
    • H04M2203/6018—Subscriber or terminal logon/logoff
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13072—Sequence circuits for call signaling, ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13095—PIN / Access code, authentication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13103—Memory
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13174—Data transmission, file transfer
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13209—ISDN
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13349—Network management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13385—Off-net subscriber

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)
IDP970814A 1996-04-19 1997-03-13 Jaringan agen acd yang bekerja di rumah dengan pengendalian bersama ID16770A (id)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US08/635,141 US5778060A (en) 1996-04-19 1996-04-19 Work at home ACD agent network with cooperative control

Publications (1)

Publication Number Publication Date
ID16770A true ID16770A (id) 1997-11-06

Family

ID=24546612

Family Applications (1)

Application Number Title Priority Date Filing Date
IDP970814A ID16770A (id) 1996-04-19 1997-03-13 Jaringan agen acd yang bekerja di rumah dengan pengendalian bersama

Country Status (8)

Country Link
US (1) US5778060A (id)
EP (1) EP0802665B1 (id)
JP (1) JP3790324B2 (id)
KR (1) KR970073198A (id)
AU (1) AU729882B2 (id)
DE (1) DE69730173T2 (id)
ID (1) ID16770A (id)
SG (1) SG83663A1 (id)

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US6711611B2 (en) 1998-09-11 2004-03-23 Genesis Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
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USRE46153E1 (en) 1998-09-11 2016-09-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
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US7120141B2 (en) 1998-09-24 2006-10-10 Genesys Telecommunications Laboratories, Inc. Integrating SIP control messaging into existing communication center routing infrastructure
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US6493446B1 (en) * 1999-05-13 2002-12-10 Willow Csn Incorporated Call center posting program
US6760727B1 (en) 1999-07-30 2004-07-06 Convergys Cmg Utah, Inc. System for customer contact information management and methods for using same
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US6823384B1 (en) 1999-10-15 2004-11-23 James Wilson Methods and apparatus for securely collecting customer service agent data in a multi-tenant environment
DE19954224A1 (de) * 1999-11-05 2001-05-10 Deutsche Telekom Ag Verfahren zur Erweiterung der Funktionalität eines Telekommunikationsnetzes und Telekommunikationssystem zur Durchführung des Verfahrens
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Also Published As

Publication number Publication date
EP0802665B1 (en) 2004-08-11
AU729882B2 (en) 2001-02-15
US5778060A (en) 1998-07-07
DE69730173T2 (de) 2005-08-04
KR970073198A (ko) 1997-11-07
EP0802665A3 (en) 2000-08-02
AU1893897A (en) 1997-10-23
DE69730173D1 (de) 2004-09-16
JPH1051549A (ja) 1998-02-20
EP0802665A2 (en) 1997-10-22
JP3790324B2 (ja) 2006-06-28
SG83663A1 (en) 2001-10-16

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