CA2004274A1 - Systeme d'information de gestion pour agents utilisant le telephone - Google Patents

Systeme d'information de gestion pour agents utilisant le telephone

Info

Publication number
CA2004274A1
CA2004274A1 CA2004274A CA2004274A CA2004274A1 CA 2004274 A1 CA2004274 A1 CA 2004274A1 CA 2004274 A CA2004274 A CA 2004274A CA 2004274 A CA2004274 A CA 2004274A CA 2004274 A1 CA2004274 A1 CA 2004274A1
Authority
CA
Canada
Prior art keywords
management information
computer
isdn
agents
call
Prior art date
Legal status (The legal status 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 status listed.)
Granted
Application number
CA2004274A
Other languages
English (en)
Other versions
CA2004274C (fr
Inventor
Wayne Alan Davidson
Sahadat Hossain
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
AT&T Corp
Original Assignee
American Telephone and Telegraph Co Inc
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 American Telephone and Telegraph Co Inc filed Critical American Telephone and Telegraph Co Inc
Publication of CA2004274A1 publication Critical patent/CA2004274A1/fr
Application granted granted Critical
Publication of CA2004274C publication Critical patent/CA2004274C/fr
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • 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
    • 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
    • H04Q—SELECTING
    • H04Q11/00—Selecting arrangements for multiplex systems
    • H04Q11/04—Selecting arrangements for multiplex systems for time-division multiplexing
    • H04Q11/0428—Integrated services digital network, i.e. systems for transmission of different types of digitised signals, e.g. speech, data, telecentral, television signals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/0016—Arrangements providing connection between exchanges
    • H04Q3/0062—Provisions for network management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
    • H04M15/34—Charging, billing or metering arrangements for private branch exchanges
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/32—Personal computers
    • 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
    • H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
    • 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
    • H04M7/00—Arrangements for interconnection between switching centres
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M9/00—Arrangements for interconnection not involving centralised switching
    • H04M9/002—Arrangements for interconnection not involving centralised switching with subscriber controlled access to a line, i.e. key telephone systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13516—Indexing scheme relating to selecting arrangements in general and for multiplex systems agents or brokers - user, terminal etc., also OSI agent/managers

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Monitoring And Testing Of Exchanges (AREA)
  • Meter Arrangements (AREA)
  • Telephonic Communication Services (AREA)
  • Computer And Data Communications (AREA)
  • Exchange Systems With Centralized Control (AREA)
CA002004274A 1988-12-29 1989-11-30 Systeme d'information de gestion pour agents utilisant le telephone Expired - Fee Related CA2004274C (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US291,814 1988-12-29
US07/291,814 US4988209A (en) 1988-12-29 1988-12-29 Telephone agent management information system

Publications (2)

Publication Number Publication Date
CA2004274A1 true CA2004274A1 (fr) 1990-06-29
CA2004274C CA2004274C (fr) 1996-09-17

Family

ID=23121961

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002004274A Expired - Fee Related CA2004274C (fr) 1988-12-29 1989-11-30 Systeme d'information de gestion pour agents utilisant le telephone

Country Status (6)

Country Link
US (1) US4988209A (fr)
EP (1) EP0376526B1 (fr)
JP (1) JPH02226855A (fr)
CA (1) CA2004274C (fr)
DE (1) DE68925885T2 (fr)
ES (1) ES2085284T3 (fr)

Families Citing this family (69)

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JP2792563B2 (ja) * 1989-01-23 1998-09-03 株式会社リコー ファクシミリ装置間の管理情報通信方法
JP2823320B2 (ja) * 1990-05-23 1998-11-11 株式会社東芝 モデムプーリングシステム
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US5182751A (en) * 1990-12-31 1993-01-26 At&T Bell Laboratories Switching system using identical switching nodes
US5182750A (en) * 1990-12-31 1993-01-26 At&T Bell Laboratories Transparent remoting of switching network control over a standard interface link
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US5315647A (en) * 1991-07-31 1994-05-24 Teleos Communications, Inc. Private branch exchange adapted for telemarketing
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US5416834A (en) * 1991-12-30 1995-05-16 At&T Corp. Redirection of calls by a communication terminal
US5377262A (en) * 1991-12-30 1994-12-27 At&T Corp. Telecommunication switching system having adaptive routing switching nodes
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US5386466A (en) * 1991-12-30 1995-01-31 At&T Corp. Automatic initialization of a distributed telecommunication system
CA2090165C (fr) * 1992-04-01 1997-06-17 Barbara I. Gaechter Gestion des appels vers l'exterieur dans un reseau
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JP2905358B2 (ja) * 1993-05-18 1999-06-14 富士通株式会社 通信サービス方式及び通信サービスを実施するための交換システム
US5812647A (en) * 1993-06-14 1998-09-22 New North Media Inc. Display based marketing message control system and method
US5621789A (en) * 1993-09-01 1997-04-15 Teknekron Infoswitch Corporation Method and system for integrating a plurality of call center agent performance enhancement modules
AU726995B2 (en) * 1993-09-22 2000-11-30 E-Talk Corporation Method and system for automatically monitoring the performance quality of call center service representatives
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US5465286A (en) * 1994-05-24 1995-11-07 Executone Information Systems, Inc. Apparatus for supervising an automatic call distribution telephone system
US5533109A (en) * 1994-09-30 1996-07-02 Rockwell International Corporation Telecommunication system with user modifiable PBX terminating call feature controller and method
US6002753A (en) * 1994-10-05 1999-12-14 Siemens Business Communication Systems, Inc. Method and apparatus for interfacing computers to exchange telephone call business information
US5623540A (en) * 1994-10-05 1997-04-22 Siemens Rolm Communications, Inc. PBX data retrieval and reporting system and method
US7162635B2 (en) * 1995-01-17 2007-01-09 Eoriginal, Inc. System and method for electronic transmission, storage, and retrieval of authenticated electronic original documents
US5546452A (en) * 1995-03-02 1996-08-13 Geotel Communications Corp. Communications system using a central controller to control at least one network and agent system
US5659542A (en) 1995-03-03 1997-08-19 Intecom, Inc. System and method for signalling and call processing for private and hybrid communications systems including multimedia systems
US5606600A (en) * 1995-05-10 1997-02-25 Mci Communications Corporation Generalized statistics engine for telephone network employing a network information concentrator
US5687223A (en) * 1995-05-10 1997-11-11 Mci Corporation Method for acquiring statistics in a telephone network employing flexibly changeable rules
US5768352A (en) * 1995-05-10 1998-06-16 Mci Communications Corporation Generalized statistics engine for telephone network
DE19524405C2 (de) * 1995-07-04 1997-10-02 Siemens Ag Verfahren zur Gesprächsdatenerfassung
US6314089B1 (en) * 1996-05-07 2001-11-06 Inventions, Inc. Creating and using an adaptable multiple-contact transaction object
US6055307A (en) * 1996-06-28 2000-04-25 At&T Corp. System and method for selecting agent destinations and monitoring calls made to network customers
US5987116A (en) * 1996-12-03 1999-11-16 Northern Telecom Limited Call center integration with operator services databases
US6083280A (en) * 1997-09-25 2000-07-04 Eitel; Robert T. Method of improving a processing efficiency of an automatic data processing system
US6122364A (en) * 1997-12-02 2000-09-19 Nortel Networks Corporation Internet network call center
US6070142A (en) * 1998-04-17 2000-05-30 Andersen Consulting Llp Virtual customer sales and service center and method
US6115693A (en) * 1998-04-17 2000-09-05 Andersen Consulting Llp Quality center and method for a virtual sales and service center
US6134530A (en) * 1998-04-17 2000-10-17 Andersen Consulting Llp Rule based routing system and method for a virtual sales and service center
US6064973A (en) * 1998-04-17 2000-05-16 Andersen Consulting Llp Context manager and method for a virtual sales and service center
CA2282169A1 (fr) * 1998-11-10 2000-05-10 Kamal S. Sethia Systeme de distribution automatique des appels utilisant le transfert sur deux canaux b a acces primaire rnis
US6542156B1 (en) * 1999-07-21 2003-04-01 Avaya Technology Corp. Telephone call center monitoring system with integrated three-dimensional display of multiple split activity data
US6775378B1 (en) 1999-10-25 2004-08-10 Concerto Software, Inc Blended agent contact center
US6832203B1 (en) 1999-11-05 2004-12-14 Cim, Ltd. Skills based contact routing
US7230927B1 (en) 1999-12-07 2007-06-12 Aspect Software, Inc. Non-blocking expandable call center architecture
US6707906B1 (en) 2000-03-13 2004-03-16 Concerto Software, Inc. Outbound calling system in a contact center
US6766011B1 (en) * 2000-06-16 2004-07-20 Concerto Software, Inc. Method and apparatus for controlling a contact center
US6807269B1 (en) 2000-07-20 2004-10-19 Cisco Technology, Inc. Call management implemented using call routing engine
US6778951B1 (en) 2000-08-09 2004-08-17 Concerto Software, Inc. Information retrieval method with natural language interface
US6674852B1 (en) 2000-08-31 2004-01-06 Cisco Technology, Inc. Call management implemented using call routing engine
US6690789B1 (en) 2000-08-31 2004-02-10 Cisco Technology, Inc. Fault tolerant telephony control
US6801613B1 (en) 2000-08-31 2004-10-05 Cisco Technology, Inc. Associating call appearance with data associated with call
US20020052770A1 (en) * 2000-10-31 2002-05-02 Podrazhansky Mikhail Yury System architecture for scheduling and product management
US6778660B2 (en) 2001-04-06 2004-08-17 Concerto Software, Inc. Customer interaction system
US8718264B2 (en) * 2008-05-22 2014-05-06 Aspect Software, Inc. Automated agent availability detection
US8280031B2 (en) 2009-01-08 2012-10-02 Soundbite Communications, Inc. Method and system for managing interactive communications campaign using a hold queue
US8270594B2 (en) * 2009-01-08 2012-09-18 Soundbite Communications, Inc. Method and system for managing interactive communications campaign with reduced customer-to-agent connection latency
US8270575B2 (en) 2009-11-25 2012-09-18 Soundbite Communications, Inc. Managing interactive communications campaigns
US8462918B2 (en) * 2009-11-25 2013-06-11 Soundbite Communications, Inc. Method and system for managing interactive communications campaigns with text messaging
US8594312B2 (en) 2009-12-02 2013-11-26 Soundbite Communications, Inc. Method and system for managing interactive communications campaigns with call pacing
WO2011085455A1 (fr) * 2010-01-12 2011-07-21 Goncalves Valle Vinicius Système de gestion de centraux téléphoniques numériques
US20110238544A1 (en) * 2010-03-25 2011-09-29 Segall Timothy R Method and system for managing interactive communications campaigns with proactive payments
US8594309B2 (en) 2011-01-11 2013-11-26 Soundbite Communications, Inc. Managing interactive communications campaigns with customer recovery

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Also Published As

Publication number Publication date
CA2004274C (fr) 1996-09-17
EP0376526A3 (fr) 1992-09-09
ES2085284T3 (es) 1996-06-01
JPH02226855A (ja) 1990-09-10
EP0376526A2 (fr) 1990-07-04
DE68925885D1 (de) 1996-04-11
US4988209A (en) 1991-01-29
DE68925885T2 (de) 1996-08-29
EP0376526B1 (fr) 1996-03-06

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Legal Events

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