BRPI1009013A2 - dispositivo de integração de telecomunicação computadorizada (cti) em um call center, método para gerenciamento de recursos aplicados a um call center e método para controle de uma chamada de entrada aplicada a um call center - Google Patents

dispositivo de integração de telecomunicação computadorizada (cti) em um call center, método para gerenciamento de recursos aplicados a um call center e método para controle de uma chamada de entrada aplicada a um call center

Info

Publication number
BRPI1009013A2
BRPI1009013A2 BRPI1009013A BRPI1009013A BRPI1009013A2 BR PI1009013 A2 BRPI1009013 A2 BR PI1009013A2 BR PI1009013 A BRPI1009013 A BR PI1009013A BR PI1009013 A BRPI1009013 A BR PI1009013A BR PI1009013 A2 BRPI1009013 A2 BR PI1009013A2
Authority
BR
Brazil
Prior art keywords
call center
call
cti
controlling
managing resources
Prior art date
Application number
BRPI1009013A
Other languages
English (en)
Inventor
Zhanhua Fan
Original Assignee
Zte 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 Zte Corp filed Critical Zte Corp
Publication of BRPI1009013A2 publication Critical patent/BRPI1009013A2/pt

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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • 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
    • H04M2203/402—Agent or workforce management
    • 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
    • H04M3/42365—Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
    • 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
    • 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

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
BRPI1009013A 2009-06-10 2010-04-27 dispositivo de integração de telecomunicação computadorizada (cti) em um call center, método para gerenciamento de recursos aplicados a um call center e método para controle de uma chamada de entrada aplicada a um call center BRPI1009013A2 (pt)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN2009102037457A CN101924842B (zh) 2009-06-10 2009-06-10 计算机电信集成设备及资源管理和呼入控制方法
PCT/CN2010/072263 WO2010142171A1 (zh) 2009-06-10 2010-04-27 计算机电信集成设备及资源管理方法和呼入控制方法

Publications (1)

Publication Number Publication Date
BRPI1009013A2 true BRPI1009013A2 (pt) 2016-03-08

Family

ID=43308406

Family Applications (1)

Application Number Title Priority Date Filing Date
BRPI1009013A BRPI1009013A2 (pt) 2009-06-10 2010-04-27 dispositivo de integração de telecomunicação computadorizada (cti) em um call center, método para gerenciamento de recursos aplicados a um call center e método para controle de uma chamada de entrada aplicada a um call center

Country Status (5)

Country Link
US (1) US8731181B2 (pt)
EP (1) EP2442541B1 (pt)
CN (1) CN101924842B (pt)
BR (1) BRPI1009013A2 (pt)
WO (1) WO2010142171A1 (pt)

Families Citing this family (12)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN102595003B (zh) * 2011-01-14 2015-03-25 中兴通讯股份有限公司 一种呼叫中心及其实现方法
CN102833429B (zh) * 2011-06-15 2017-04-12 中兴通讯股份有限公司 呼叫中心系统及其呼叫处理方法
CN102629908B (zh) * 2012-03-24 2015-05-20 北京天润融通科技有限公司 一种web服务器数据实时调用方法
CN102665018B (zh) * 2012-04-24 2014-09-03 华为技术有限公司 一种呼叫处理的方法、系统和计算机电信集成池
CN103457981B (zh) * 2012-06-05 2018-06-19 南京中兴软件有限责任公司 呼叫中心座席系统、实现方法、及终端
CN103533189B (zh) * 2012-07-02 2017-08-08 中兴通讯股份有限公司 移动座席呼叫的分配方法和装置
CN104253911B (zh) * 2013-06-27 2017-08-29 华为技术有限公司 一种联络中心进行呼叫处理的方法、排队机和联络中心
CN105453529B (zh) * 2013-08-09 2018-12-28 株式会社理光 管理系统、传输系统、管理方法和存储介质
CN104468304B (zh) * 2013-09-22 2018-07-03 华为技术有限公司 一种池元素状态信息同步的方法、池注册器和池元素
CN104639776A (zh) * 2013-11-08 2015-05-20 中兴通讯股份有限公司 一种呼叫中心座席管理的方法和装置
CN105812182B (zh) * 2016-03-14 2019-03-01 北京京东尚科信息技术有限公司 动态配置sip话机的方法和系统
CN116939104A (zh) * 2023-07-06 2023-10-24 中电金信软件有限公司 Cti系统和事件处理方法

Family Cites Families (14)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
DE59410062D1 (de) * 1994-06-09 2002-04-04 Siemens Ag Verfahren zum Verteilen von Anrufen in einem Kommunikationsnetz
US5926538A (en) * 1997-02-11 1999-07-20 Genesys Telecommunications Labs, Inc Method for routing calls to call centers based on statistical modeling of call behavior
US20010040887A1 (en) 1997-10-09 2001-11-15 Yuri Shtivelman Apparatus and methods enhancing call routing to and within call-centers
US6493447B1 (en) * 1997-11-21 2002-12-10 Mci Communications Corporation Contact server for call center for syncronizing simultaneous telephone calls and TCP/IP communications
US6813636B1 (en) * 1999-03-01 2004-11-02 Aspect Communications Corporation Method and apparatus for routing a transaction within a network environment
JP2002077403A (ja) * 2000-09-05 2002-03-15 Ntt Me Corp 分散型及び在宅型コールセンタにおけるオペレータ支援システム並びに支援方法、オペレータ端末並びにその使用方法
US8031860B2 (en) * 2001-02-21 2011-10-04 Genesys Telecommunications Laboratories, Inc. Distributed hardware/software system for managing agent status in a communication center
CN1208939C (zh) * 2002-04-18 2005-06-29 华为技术有限公司 一种网络呼叫处理方法
US6937715B2 (en) * 2002-09-26 2005-08-30 Nortel Networks Limited Contact center management
KR100549782B1 (ko) * 2003-01-06 2006-02-08 (주)씨앤지소프트 범용 사설 교환기와 호환되는 콜센터 시스템
CN1984193B (zh) * 2006-04-13 2010-11-03 华为技术有限公司 网络呼叫路由方法
CN101079928A (zh) 2007-06-26 2007-11-28 中兴通讯股份有限公司 客户呼叫中心系统
CN101227632A (zh) 2008-01-25 2008-07-23 深圳市科陆电子科技股份有限公司 一种分布式呼叫中心系统及话务分布式转移方法
US8160234B2 (en) * 2008-05-05 2012-04-17 Avaya Inc. Assignment of call-center agents to incoming calls

Also Published As

Publication number Publication date
CN101924842B (zh) 2013-03-20
CN101924842A (zh) 2010-12-22
EP2442541B1 (en) 2018-10-17
EP2442541A1 (en) 2012-04-18
WO2010142171A1 (zh) 2010-12-16
US20120069987A1 (en) 2012-03-22
EP2442541A4 (en) 2013-12-04
US8731181B2 (en) 2014-05-20

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Legal Events

Date Code Title Description
B06F Objections, documents and/or translations needed after an examination request according [chapter 6.6 patent gazette]
B06U Preliminary requirement: requests with searches performed by other patent offices: procedure suspended [chapter 6.21 patent gazette]
B15K Others concerning applications: alteration of classification

Free format text: A CLASSIFICACAO ANTERIOR ERA: H04M 3/24

Ipc: H04M 3/51 (2000.01), H04M 3/42 (1968.09), H04M 3/5

B11B Dismissal acc. art. 36, par 1 of ipl - no reply within 90 days to fullfil the necessary requirements