CA2103858C - Distributeurs d'appels automatiques a classement par ordre de priorite - Google Patents

Distributeurs d'appels automatiques a classement par ordre de priorite Download PDF

Info

Publication number
CA2103858C
CA2103858C CA 2103858 CA2103858A CA2103858C CA 2103858 C CA2103858 C CA 2103858C CA 2103858 CA2103858 CA 2103858 CA 2103858 A CA2103858 A CA 2103858A CA 2103858 C CA2103858 C CA 2103858C
Authority
CA
Canada
Prior art keywords
calls
application
priority
distributor
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.)
Expired - Fee Related
Application number
CA 2103858
Other languages
English (en)
Other versions
CA2103858A1 (fr
Inventor
John P. Lenihan
Roger A. Sumner
Thomas S. Holtaway
Daniel F. Baker
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.)
Individual
Original Assignee
Rockwell International 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 Rockwell International Corp filed Critical Rockwell International Corp
Publication of CA2103858A1 publication Critical patent/CA2103858A1/fr
Application granted granted Critical
Publication of CA2103858C publication Critical patent/CA2103858C/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
    • H04M3/42—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
    • H04M3/5232—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)
  • Exchange Systems With Centralized Control (AREA)
CA 2103858 1992-08-11 1993-08-11 Distributeurs d'appels automatiques a classement par ordre de priorite Expired - Fee Related CA2103858C (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US92886092A 1992-08-11 1992-08-11
US928,860 1992-08-11

Publications (2)

Publication Number Publication Date
CA2103858A1 CA2103858A1 (fr) 1994-02-12
CA2103858C true CA2103858C (fr) 2003-04-29

Family

ID=25456895

Family Applications (1)

Application Number Title Priority Date Filing Date
CA 2103858 Expired - Fee Related CA2103858C (fr) 1992-08-11 1993-08-11 Distributeurs d'appels automatiques a classement par ordre de priorite

Country Status (3)

Country Link
JP (1) JPH0730936A (fr)
CA (1) CA2103858C (fr)
GB (1) GB2270233B (fr)

Families Citing this family (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5568544A (en) * 1995-03-13 1996-10-22 Siemens Rolm Communications Inc. Routing incoming calls to a PBX in response to route requests from a host computer
JP2001134657A (ja) 1999-11-05 2001-05-18 Sony Corp 問い合わせ対応装置、問い合わせ対応方法、問い合わせ対応機能を有するプログラムを記録したコンピュータ読み取り可能な情報記録媒体及び、問い合わせ対応機能を有するプログラムを伝送する伝送媒体
FI110653B (fi) * 2000-11-22 2003-02-28 Elisa Solutions Oy Resurssien hallinta call centerissä

Family Cites Families (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JPS57111170A (en) * 1980-12-26 1982-07-10 Fujitsu Ltd Absence transfer release system
JPS61184035A (ja) * 1985-02-08 1986-08-16 Nec Corp Ａｃｄ機能付構内用自動交換機
JP2566916B2 (ja) * 1986-02-28 1996-12-25 株式会社東芝 中継台着信方式
US5206903A (en) * 1990-12-26 1993-04-27 At&T Bell Laboratories Automatic call distribution based on matching required skills with agents skills

Also Published As

Publication number Publication date
JPH0730936A (ja) 1995-01-31
GB9316543D0 (en) 1993-09-29
GB2270233A (en) 1994-03-02
GB2270233B (en) 1996-05-22
CA2103858A1 (fr) 1994-02-12

Similar Documents

Publication Publication Date Title
US5857018A (en) Automatic call distributor with prioritization
US6333980B1 (en) Automatic call distributor and method for routing incoming telephone calls based on proficiency ratings of agents
US6222919B1 (en) Method and system for routing incoming telephone calls to available agents based on agent skills
CA2069015A1 (fr) Distribution automatique d'appels entre plusieurs sites dans un reseau
CA2068848A1 (fr) Distribution automatique des appels dans un reseau
USRE37001E (en) Interactive call processor to facilitate completion of queued calls
US5946388A (en) Method and apparatus for priority queuing of telephone calls
US6049547A (en) Lookahead interflow of traffic among a plurality of serving sites of one customer
US5020095A (en) Interactive call distribution processor
US4163124A (en) Finite storage-time queue
CA2250758A1 (fr) Methode et systeme d'etablissement de niveaux de priorite
CA2129942A1 (fr) Reseau de telecommunication a dispositif integre de distribution automatique des appels dans tout le reseau
CA2095916A1 (fr) Systeme d'acheminement des appels telephoniques
JPH06237293A (ja) 自動呼び分配システムとその使用方法及び通信システム
CA2271910A1 (fr) Systeme de telecommunication
CA2298937A1 (fr) Methode de routage des appels dans un reseau de distribution automatique des appels
JPH10304073A (ja) アイテム選択方法
CA2192259A1 (fr) Systeme et methode de rappel automatique
CA2024245A1 (fr) Mise en file d'attente d'appels telephoniques dans un service multipoint
CA2204132A1 (fr) Systeme telephonique a structure de reseau assurant la transmission coordonnee de signaux de parole et de donnees
JPH01291596A (ja) 着信呼の分配制御方式
CA2062068A1 (fr) Service de distribution d'appels pour multiplicite de terminaux
US4486626A (en) Method of and system for limiting access to a group of telephone trunks
EP0526103A3 (fr)
CA2103858C (fr) Distributeurs d'appels automatiques a classement par ordre de priorite

Legal Events

Date Code Title Description
EEER Examination request
MKLA Lapsed