CA2279912A1 - Systeme et procede de mise en garde par indicatif et de transfert d'appels dans un reseau de telecommunications - Google Patents

Systeme et procede de mise en garde par indicatif et de transfert d'appels dans un reseau de telecommunications Download PDF

Info

Publication number
CA2279912A1
CA2279912A1 CA002279912A CA2279912A CA2279912A1 CA 2279912 A1 CA2279912 A1 CA 2279912A1 CA 002279912 A CA002279912 A CA 002279912A CA 2279912 A CA2279912 A CA 2279912A CA 2279912 A1 CA2279912 A1 CA 2279912A1
Authority
CA
Canada
Prior art keywords
call
parking
destination
call center
routing
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.)
Abandoned
Application number
CA002279912A
Other languages
English (en)
Inventor
Jeffery E. Allison, Sr.
Christine S. Chaney
Frances D.E. Taylor
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.)
Verizon Business Global LLC
Original Assignee
Individual
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 Individual filed Critical Individual
Publication of CA2279912A1 publication Critical patent/CA2279912A1/fr
Abandoned 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
    • H04M3/5237—Interconnection arrangements between ACD systems
    • 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
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2011—Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2207/00—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place
    • H04M2207/12—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place intelligent networks
    • 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
    • H04M3/4285—Notifying, informing or entertaining a held party while on hold, e.g. Music On 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
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
    • H04M3/533—Voice mail systems

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Mobile Radio Communication Systems (AREA)

Abstract

Système et procédé de mise en garde par indicatif dans un réseau de télécommunications combinant les fonctions de mise en garde et d'acheminement intelligent d'appels. Ce système et ce procédé permettent de gérer des ressources de mise en garde et de commander la totalité de l'appel pendant la durée entière de ce dernier. Ils constituent également une plate-forme centralisée basée sur le réseau de mise en garde d'appels par indicatif, de sorte qu'une plate-forme unique ou des plates-formes multiples d'utilisation commune, peuvent être mises en service afin de mettre en garde des appels destinés à tout centre d'appels ou autre destination, ce qui améliore l'efficacité des ressources de mise en garde par indicatif. Ce système et ce procédé créent une concentration de ressources de mise en garde disponibles pour tous les clients, ce qui améliore la disponibilité des ressources de mise en garde et de file d'attente au niveau de distributeurs d'appels automatiques (ACD) de centres d'appels ou d'autres équipements client. De plus, une fois qu'un appel est mis en garde sur une plate-forme de mise en garde, il peut être libéré et transféré à une autre destination.
CA002279912A 1997-02-07 1998-02-06 Systeme et procede de mise en garde par indicatif et de transfert d'appels dans un reseau de telecommunications Abandoned CA2279912A1 (fr)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US79684097A 1997-02-07 1997-02-07
US08/796,840 1997-02-07
PCT/US1998/002090 WO1998035482A2 (fr) 1997-02-07 1998-02-06 Systeme et procede de mise en garde par indicatif et de transfert d'appels dans un reseau de telecommunications

Publications (1)

Publication Number Publication Date
CA2279912A1 true CA2279912A1 (fr) 1998-08-13

Family

ID=25169197

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002279912A Abandoned CA2279912A1 (fr) 1997-02-07 1998-02-06 Systeme et procede de mise en garde par indicatif et de transfert d'appels dans un reseau de telecommunications

Country Status (5)

Country Link
EP (1) EP0958689A4 (fr)
JP (1) JP2002514365A (fr)
AU (1) AU6143498A (fr)
CA (1) CA2279912A1 (fr)
WO (1) WO1998035482A2 (fr)

Families Citing this family (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
FI108981B (fi) * 1999-04-26 2002-04-30 Elisa Comm Oyj Menetelmä puhelinnumeroon tulevien puhelujen järjestämiseksi jonoon ja ohjaamiseksi jonosta kohdeliittymiin
US6839422B2 (en) * 2002-07-18 2005-01-04 Newstep Networks, Inc. Method and apparatus for providing local call treatment discrimination for selected calls on a switched telephone network
US7228145B2 (en) * 2003-05-21 2007-06-05 Avaya Technology Corp. Dropped call continuation
US7983148B1 (en) 2004-07-12 2011-07-19 Avaya Inc. Disaster recovery via alternative terminals and partitioned networks
US9092389B2 (en) 2009-03-16 2015-07-28 Avaya Inc. Advanced availability detection

Family Cites Families (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4953204A (en) * 1989-10-17 1990-08-28 At&T Bell Laboratories Multilocation queuing for telephone calls
US5506898A (en) * 1994-07-12 1996-04-09 At&T Corp. Expected wait-time indication arrangement

Also Published As

Publication number Publication date
AU6143498A (en) 1998-08-26
WO1998035482A3 (fr) 1998-12-10
WO1998035482A2 (fr) 1998-08-13
JP2002514365A (ja) 2002-05-14
EP0958689A4 (fr) 2002-10-30
EP0958689A2 (fr) 1999-11-24

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Legal Events

Date Code Title Description
EEER Examination request
FZDE Discontinued
FZDE Discontinued

Effective date: 20060206