CA2391428C - Systeme permettant d'obtenir de l'aide sur un systeme de communication en utilisant des canaux de contact client particuliers - Google Patents

Systeme permettant d'obtenir de l'aide sur un systeme de communication en utilisant des canaux de contact client particuliers Download PDF

Info

Publication number: CA2391428C
Authority: CA; Canada
Prior art keywords: call; customer; help; call centre; server
Prior art date: 1995-09-25
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

CA002391428A

Other languages

English (en)

Other versions

CA2391428A1 (fr

Inventor

Thomas Howard Bateman

Bruce Edward Kierstead

William Alexander Noble (Sandy)

John Alan Lockett

Laurie Edward Mersereau

Robert James Ouellette

Timothy Lee Curry

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.)

Bell Aliant Regional Communications LP

Original Assignee

Innovatia 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.)

1995-09-25

Filing date

1996-06-10

Publication date

2009-01-06

1995-09-25 Priority claimed from US08/532,537 external-priority patent/US5884032A/en

1996-06-10 Application filed by Innovatia Inc filed Critical Innovatia Inc

1997-03-26 Publication of CA2391428A1 publication Critical patent/CA2391428A1/fr

2009-01-06 Application granted granted Critical

2009-01-06 Publication of CA2391428C publication Critical patent/CA2391428C/fr

2016-06-10 Anticipated expiration legal-status Critical

Status Expired - Fee Related legal-status Critical Current

Links

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230000004044 response Effects 0.000 claims abstract description 8
230000002452 interceptive effect Effects 0.000 claims abstract description 4
238000012545 processing Methods 0.000 claims description 17
238000007726 management method Methods 0.000 claims description 14
230000003466 anti-cipated effect Effects 0.000 claims description 8
230000011664 signaling Effects 0.000 claims description 4
238000004883 computer application Methods 0.000 claims description 2
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230000003213 activating effect Effects 0.000 description 1
230000004913 activation Effects 0.000 description 1
238000013459 approach Methods 0.000 description 1
230000008859 change Effects 0.000 description 1
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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
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4938—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals comprising a voice browser which renders and interprets, e.g. VoiceXML
- 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
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/42—Graphical user interfaces
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/35—Aspects of automatic or semi-automatic exchanges related to information services provided via a voice call
- H04M2203/357—Autocues for dialog assistance

Landscapes

Engineering & Computer Science (AREA)
Signal Processing (AREA)
Business, Economics & Management (AREA)
Marketing (AREA)
Telephonic Communication Services (AREA)
Data Exchanges In Wide-Area Networks (AREA)

CA002391428A 1995-09-25 1996-06-10 Systeme permettant d'obtenir de l'aide sur un systeme de communication en utilisant des canaux de contact client particuliers Expired - Fee Related CA2391428C (fr)

Applications Claiming Priority (3)

Application Number	Priority Date	Filing Date	Title
US08/532,537 US5884032A (en)	1995-09-25	1995-09-25	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
US08/532,537		1995-09-25
CA002178705A CA2178705C (fr)	1995-09-25	1996-06-10	Changeur de canaux d'acces a des services

Related Parent Applications (1)

Application Number	Title	Priority Date	Filing Date
CA002178705A Division CA2178705C (fr)	1995-09-25	1996-06-10	Changeur de canaux d'acces a des services

Publications (2)

Publication Number	Publication Date
CA2391428A1 CA2391428A1 (fr)	1997-03-26
CA2391428C true CA2391428C (fr)	2009-01-06

Family

ID=25678503

Family Applications (1)

Application Number	Title	Priority Date	Filing Date
CA002391428A Expired - Fee Related CA2391428C (fr)	1995-09-25	1996-06-10	Systeme permettant d'obtenir de l'aide sur un systeme de communication en utilisant des canaux de contact client particuliers

Country Status (1)

Country	Link
CA (1)	CA2391428C (fr)

Families Citing this family (18)

* Cited by examiner, † Cited by third party
Publication number	Priority date	Publication date	Assignee	Title
US6104802A (en)	1997-02-10	2000-08-15	Genesys Telecommunications Laboratories, Inc.	In-band signaling for routing
US6480600B1 (en)	1997-02-10	2002-11-12	Genesys Telecommunications Laboratories, Inc.	Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
US7031442B1 (en)	1997-02-10	2006-04-18	Genesys Telecommunications Laboratories, Inc.	Methods and apparatus for personal routing in computer-simulated telephony
US6985943B2 (en)	1998-09-11	2006-01-10	Genesys Telecommunications Laboratories, Inc.	Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US6711611B2 (en)	1998-09-11	2004-03-23	Genesis Telecommunications Laboratories, Inc.	Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
USRE46528E1 (en)	1997-11-14	2017-08-29	Genesys Telecommunications Laboratories, Inc.	Implementation of call-center outbound dialing capability at a telephony network level
US7907598B2 (en)	1998-02-17	2011-03-15	Genesys Telecommunication Laboratories, Inc.	Method for implementing and executing communication center routing strategies represented in extensible markup language
US6212178B1 (en) *	1998-09-11	2001-04-03	Genesys Telecommunication Laboratories, Inc.	Method and apparatus for selectively presenting media-options to clients of a multimedia call center
US6332154B2 (en)	1998-09-11	2001-12-18	Genesys Telecommunications Laboratories, Inc.	Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
USRE46153E1 (en)	1998-09-11	2016-09-20	Genesys Telecommunications Laboratories, Inc.	Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
CA2299249A1 (fr) *	1999-03-01	2000-09-01	Darryl Hymel	Routage d'appels multimedia dans un systeme daa avec delais d'annonces
WO2000068818A1 (fr) *	1999-05-11	2000-11-16	Pisces Internet Systems Pty Ltd	Procede et appareil de signalisation
US7929978B2 (en)	1999-12-01	2011-04-19	Genesys Telecommunications Laboratories, Inc.	Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network
US6993574B2 (en) *	2001-06-19	2006-01-31	Zoetics, Inc.	Web-based communications addressing system and method
JP4368179B2 (ja) *	2003-10-16	2009-11-18	シャープ株式会社	情報処理システム
US9008075B2 (en)	2005-12-22	2015-04-14	Genesys Telecommunications Laboratories, Inc.	System and methods for improving interaction routing performance
US8363796B2 (en)	2009-10-15	2013-01-29	Avaya Inc.	Selection and initiation of IVR scripts by contact center agents
US8358746B2 (en)	2009-10-15	2013-01-22	Avaya Inc.	Method and apparatus for unified interface for heterogeneous session management

1996
- 1996-06-10 CA CA002391428A patent/CA2391428C/fr not_active Expired - Fee Related

Also Published As

Publication number	Publication date
CA2391428A1 (fr)	1997-03-26

Legal Events

Date	Code	Title	Description
2002-06-25	EEER	Examination request
2016-07-24	MKLA	Lapsed	Effective date: 20160610

Publication	Publication Date	Title
US5884032A (en)	1999-03-16	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
CA2391428C (fr)	2009-01-06	Systeme permettant d'obtenir de l'aide sur un systeme de communication en utilisant des canaux de contact client particuliers
US5838682A (en)	1998-11-17	Method and apparatus for establishing communications with a remote node on a switched network based on hypertext dialing information received from a packet network
US8537812B2 (en)	2013-09-17	Enabling quality voice communications from web page call control
JP4295186B2 (ja)	2009-07-15	電話通信を改良および強化する装置および方法
JP4804600B2 (ja)	2011-11-02	マルチメディア電気通信自動コール分配システム
US6625139B2 (en)	2003-09-23	Apparatus and methods for coordinating internet protocol telephone and data communications
EP1087596B1 (fr)	2009-04-15	Procédé et dispositif pour l' affichage du temps de réponse et d' attente éstimé pour interrogations au centre de communication originaires de réseaux de données
US6175564B1 (en)	2001-01-16	Apparatus and methods for managing multiple internet protocol capable call centers
MXPA97006329A (en)	1998-02-01	Correlation information between the internet and call centers environments
JP3510492B2 (ja)	2004-03-29	付属装置と交換システムの間で呼を調整するシステム