PL3107275T3 - System wirtualnego kolejkowania - Google Patents

System wirtualnego kolejkowania

Info

Publication number
PL3107275T3
PL3107275T3 PL15172170T PL15172170T PL3107275T3 PL 3107275 T3 PL3107275 T3 PL 3107275T3 PL 15172170 T PL15172170 T PL 15172170T PL 15172170 T PL15172170 T PL 15172170T PL 3107275 T3 PL3107275 T3 PL 3107275T3
Authority
PL
Poland
Prior art keywords
queuing system
virtual queuing
virtual
queuing
Prior art date
Application number
PL15172170T
Other languages
English (en)
Inventor
Niels Liebisch
Ulf KÜHNAPFEL
Jens Kühnapfel
Original Assignee
Virtualq Gmbh
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 Virtualq Gmbh filed Critical Virtualq Gmbh
Publication of PL3107275T3 publication Critical patent/PL3107275T3/pl

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
    • H04M3/5175—Call or contact centers supervision arrangements
    • 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
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • 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
    • H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/25—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service
    • H04M2203/251—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably
    • H04M2203/252—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a voice mode is enhanced with visual information
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/25—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service
    • H04M2203/251—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably
    • H04M2203/253—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a visual mode is used instead of a voice mode
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/25—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service
    • H04M2203/256—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service comprising a service specific user interface
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/407—Call center operated for multiple customers
    • 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
    • H04M3/428—Arrangements for placing incoming calls on hold
    • H04M3/4286—Notifying a held subscriber when his held call is removed from hold
    • 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
    • H04M3/48—Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
PL15172170T 2015-06-15 2015-06-15 System wirtualnego kolejkowania PL3107275T3 (pl)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
EP15172170.1A EP3107275B1 (en) 2015-06-15 2015-06-15 Virtual queuing system

Publications (1)

Publication Number Publication Date
PL3107275T3 true PL3107275T3 (pl) 2018-12-31

Family

ID=53397960

Family Applications (1)

Application Number Title Priority Date Filing Date
PL15172170T PL3107275T3 (pl) 2015-06-15 2015-06-15 System wirtualnego kolejkowania

Country Status (6)

Country Link
US (1) US10148817B2 (pl)
EP (1) EP3107275B1 (pl)
DE (1) DE15172170T1 (pl)
ES (1) ES2685952T3 (pl)
PL (1) PL3107275T3 (pl)
WO (1) WO2016202507A1 (pl)

Families Citing this family (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP3451644A1 (en) 2017-08-30 2019-03-06 virtualQ GmbH Computer-implemented method of operating a contact center
EP3481038A1 (en) 2017-11-07 2019-05-08 virtualQ GmbH Computer-implemented method of operating a contact center

Family Cites Families (9)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5627884A (en) 1995-06-26 1997-05-06 Williams; Mark J. Method for returning inbound calls
US6975720B1 (en) * 2000-03-13 2005-12-13 Intel Corporation Method of processing an inbound call in a call center
FI114519B (fi) * 2003-04-09 2004-10-29 Ilkka Kalervo Haukilahti Mekanismi puhelujen jonottamiseksi
GB0413624D0 (en) * 2004-06-17 2004-07-21 Monkwood Technologies Ltd A queue management system and method
US20170011311A1 (en) * 2007-03-08 2017-01-12 Qless, Inc. Queue and reservation management system
US9537924B2 (en) * 2010-01-28 2017-01-03 Genesys Telecommunications Laboratories, Inc. Interaction management system and methods of use
GB2477558A (en) * 2010-02-09 2011-08-10 Htk Ltd A method of handling calls using text messaging to indicate that the callee is free to take the call
GB2493018A (en) * 2011-07-22 2013-01-23 Orderly Mind Ltd Automated telephone queuing service
US9065916B2 (en) * 2012-06-01 2015-06-23 Callpromise, Llc System and method for virtual queuing of calls

Also Published As

Publication number Publication date
EP3107275B1 (en) 2018-07-11
US20180176377A1 (en) 2018-06-21
EP3107275A1 (en) 2016-12-21
DE15172170T1 (de) 2018-04-12
ES2685952T3 (es) 2018-10-15
US10148817B2 (en) 2018-12-04
WO2016202507A1 (en) 2016-12-22

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