CA2374329A1 - Serveur de contact d'entreprise avec caracteristiques d'acheminement ameliorees - Google Patents

Serveur de contact d'entreprise avec caracteristiques d'acheminement ameliorees Download PDF

Info

Publication number
CA2374329A1
CA2374329A1 CA002374329A CA2374329A CA2374329A1 CA 2374329 A1 CA2374329 A1 CA 2374329A1 CA 002374329 A CA002374329 A CA 002374329A CA 2374329 A CA2374329 A CA 2374329A CA 2374329 A1 CA2374329 A1 CA 2374329A1
Authority
CA
Canada
Prior art keywords
call
customer
agent
communications
server
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
CA002374329A
Other languages
English (en)
Inventor
Raymond G. Goss
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
Priority claimed from US09/317,561 external-priority patent/US6687241B1/en
Application filed by Individual filed Critical Individual
Publication of CA2374329A1 publication Critical patent/CA2374329A1/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
    • H04M3/5183—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
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/40—Support for services or applications
    • H04L65/401—Support for services or applications wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/14—Session 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
    • H04M3/50—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
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/0027—Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L69/00—Network arrangements, protocols or services independent of the application payload and not provided for in the other groups of this subclass
    • H04L69/30—Definitions, standards or architectural aspects of layered protocol stacks
    • H04L69/32—Architecture of open systems interconnection [OSI] 7-layer type protocol stacks, e.g. the interfaces between the data link level and the physical level
    • H04L69/322—Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions
    • H04L69/329—Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions in the application layer [OSI layer 7]
    • 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
    • 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
    • H04M3/5233—Operator skill based call distribution

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • General Engineering & Computer Science (AREA)
  • Multimedia (AREA)
  • Telephonic Communication Services (AREA)
CA002374329A 1999-05-24 2000-05-22 Serveur de contact d'entreprise avec caracteristiques d'acheminement ameliorees Abandoned CA2374329A1 (fr)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US09/317,561 US6687241B1 (en) 1997-11-21 1999-05-24 Enterprise contact server with enhanced routing features
US09/317,561 1999-05-24
PCT/US2000/014058 WO2000072535A1 (fr) 1999-05-24 2000-05-22 Serveur de contact d'entreprise avec caracteristiques d'acheminement ameliorees

Publications (1)

Publication Number Publication Date
CA2374329A1 true CA2374329A1 (fr) 2000-11-30

Family

ID=23234238

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002374329A Abandoned CA2374329A1 (fr) 1999-05-24 2000-05-22 Serveur de contact d'entreprise avec caracteristiques d'acheminement ameliorees

Country Status (7)

Country Link
EP (1) EP1180288A4 (fr)
JP (1) JP2003500929A (fr)
AU (1) AU771695B2 (fr)
BR (1) BR0010933A (fr)
CA (1) CA2374329A1 (fr)
MX (1) MXPA01012024A (fr)
WO (1) WO2000072535A1 (fr)

Families Citing this family (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7120141B2 (en) 1998-09-24 2006-10-10 Genesys Telecommunications Laboratories, Inc. Integrating SIP control messaging into existing communication center routing infrastructure
US6958994B2 (en) 1998-09-24 2005-10-25 Genesys Telecommunications Laboratories, Inc. Call transfer using session initiation protocol (SIP)
US6934380B2 (en) * 2003-05-02 2005-08-23 Cisco Technology, Inc. Method and system for automatic contact distribution utilizing presence detection
US7899164B2 (en) 2003-06-19 2011-03-01 Nortel Networks Limited Convergence of circuit-switched voice and packet-based media services
US7894581B2 (en) 2003-06-19 2011-02-22 Nortel Networks Limited Convergence of circuit-switched voice and packet-based media services
EP1636977A2 (fr) * 2003-06-19 2006-03-22 Nortel Networks Limited Convergence entre des communications vocales en mode circuit et des services multimedias en mode paquet
US7729479B2 (en) 2004-11-30 2010-06-01 Aspect Software, Inc. Automatic generation of mixed media messages
KR101169045B1 (ko) * 2010-08-24 2012-07-26 (주) 콜게이트 음성-화면 ａｒｓ 서비스 시스템 및 그 제공방법과 컴퓨터 판독 가능한 기록매체

Family Cites Families (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5590188A (en) * 1992-11-09 1996-12-31 Iex Corporation Rules-based call routing
DE69636239T2 (de) * 1995-04-24 2007-05-10 International Business Machines Corp. Verfahren und Gerät zur auf Geschicklichkeit basierten Leitweglenkung in einer Anrufzentrale
US5884032A (en) * 1995-09-25 1999-03-16 The New Brunswick Telephone Company, Limited System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
US6058435A (en) * 1997-02-04 2000-05-02 Siemens Information And Communications Networks, Inc. Apparatus and methods for responding to multimedia communications based on content analysis
US5940496A (en) * 1997-02-10 1999-08-17 Gewesys Telecommunications Laboratories, Inc. Apparatus and methods enhancing call routing within and between call-centers

Also Published As

Publication number Publication date
JP2003500929A (ja) 2003-01-07
WO2000072535A1 (fr) 2000-11-30
BR0010933A (pt) 2002-04-23
EP1180288A4 (fr) 2003-06-11
MXPA01012024A (es) 2002-06-21
AU771695B2 (en) 2004-04-01
AU5038500A (en) 2000-12-12
EP1180288A1 (fr) 2002-02-20

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Legal Events

Date Code Title Description
FZDE Discontinued