CN1219318A - 呼叫排队与分配 - Google Patents

呼叫排队与分配 Download PDF

Info

Publication number
CN1219318A
CN1219318A CN97194709.0A CN97194709A CN1219318A CN 1219318 A CN1219318 A CN 1219318A CN 97194709 A CN97194709 A CN 97194709A CN 1219318 A CN1219318 A CN 1219318A
Authority
CN
China
Prior art keywords
resource
call
combination
value
resources
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.)
Pending
Application number
CN97194709.0A
Other languages
English (en)
Chinese (zh)
Inventor
D·R·唐纳利
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.)
British Telecommunications PLC
Original Assignee
British Telecommunications PLC
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 British Telecommunications PLC filed Critical British Telecommunications PLC
Publication of CN1219318A publication Critical patent/CN1219318A/zh
Pending legal-status Critical Current

Links

Images

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
    • H04M3/5232—Call distribution algorithms
    • 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
    • H04M3/5233—Operator skill based call distribution
    • 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
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Exchange Systems With Centralized Control (AREA)
  • Acyclic And Carbocyclic Compounds In Medicinal Compositions (AREA)
CN97194709.0A 1996-03-26 1997-03-25 呼叫排队与分配 Pending CN1219318A (zh)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
GB9606298.9 1996-03-26
GBGB9606298.9A GB9606298D0 (en) 1996-03-26 1996-03-26 Call queuing and distribution

Publications (1)

Publication Number Publication Date
CN1219318A true CN1219318A (zh) 1999-06-09

Family

ID=10791007

Family Applications (1)

Application Number Title Priority Date Filing Date
CN97194709.0A Pending CN1219318A (zh) 1996-03-26 1997-03-25 呼叫排队与分配

Country Status (10)

Country Link
US (1) US5864617A (2)
EP (1) EP0890253B1 (2)
JP (1) JP2000507420A (2)
CN (1) CN1219318A (2)
AU (1) AU712671B2 (2)
CA (1) CA2249445C (2)
DE (1) DE69730320T2 (2)
GB (1) GB9606298D0 (2)
NZ (1) NZ331897A (2)
WO (1) WO1997036414A1 (2)

Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN103647885A (zh) * 2013-12-31 2014-03-19 上海大学 多属性的智能车载呼叫中心排队方法
CN103685780A (zh) * 2012-09-26 2014-03-26 深圳市赛格导航科技股份有限公司 一种车台警情处理的方法
CN108780533A (zh) * 2016-06-08 2018-11-09 欧洲阿菲尼帝科技有限责任公司 用于在联系中心系统中对绩效进行基准测试的技术
CN114067483A (zh) * 2021-11-23 2022-02-18 中国工商银行股份有限公司 智能排队叫号方法、装置、电子设备及介质

Families Citing this family (67)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6044146A (en) * 1998-02-17 2000-03-28 Genesys Telecommunications Laboratories, Inc. Method and apparatus for call distribution and override with priority
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
US5982873A (en) * 1997-03-07 1999-11-09 Lucent Technologies Inc. Waiting-call selection based on objectives
US6088444A (en) 1997-04-11 2000-07-11 Walker Asset Management Limited Partnership Method and apparatus for value-based queuing of telephone calls
US6226376B1 (en) * 1997-08-20 2001-05-01 At&T Corp. Method and apparatus for reusing service circuit resources in a telecommunications network
US6804345B1 (en) * 1997-09-18 2004-10-12 At&T Corp Virtual contact center with flexible staffing control
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
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
US6275695B1 (en) * 1998-10-08 2001-08-14 Nortel Networks Limited Spectrum yield management in a wireless communication system
US7110526B1 (en) * 1998-10-14 2006-09-19 Rockwell Electronic Commerce Technologies, Llc Neural network for controlling calls in a telephone switch
US6526135B1 (en) * 1998-11-18 2003-02-25 Nortel Networks Limited Automated competitive business call distribution (ACBCD) system
US6327364B1 (en) * 1998-12-15 2001-12-04 Siemens Information And Communication Networks, Inc. Reducing resource consumption by ACD systems
US6577727B1 (en) * 1999-03-01 2003-06-10 Rockwell Electronic Commerce Corp. ACD tier based routing
US7133520B1 (en) 1999-04-27 2006-11-07 Rockwell Electronic Commerce Technologies, Llc Dynamic skill-based call routing
US6639982B1 (en) 1999-08-12 2003-10-28 Six Sigma, Inc. Method and apparatus for agent forcing and call distribution for large team call servicing
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
US6614903B1 (en) * 1999-12-15 2003-09-02 Avaya Technology Corp. Methods and apparatus for service state-based processing of communications in a call center
US6959081B2 (en) * 2001-12-03 2005-10-25 International Business Machines Corporation Expert hold queue management
US7139390B2 (en) * 2001-12-12 2006-11-21 International Business Machines Corporation Promoting use of experts to callers waiting in a hold queue
US6977998B2 (en) 2001-12-17 2005-12-20 International Business Machines Corporation Destination device billing according to call recipient
US6956935B2 (en) * 2001-12-17 2005-10-18 International Business Machines Corporation Origin device billing according to caller
US7149295B2 (en) * 2002-03-28 2006-12-12 Metro One Telecommunications, Inc. Technique for effectively controlling communication links to an information assistance service
US20030212558A1 (en) * 2002-05-07 2003-11-13 Matula Valentine C. Method and apparatus for distributed interactive voice processing
US8358774B2 (en) * 2005-05-12 2013-01-22 Aspect Software, Inc. Enterprise-wide occupancy based routing
US20070100886A1 (en) * 2005-11-03 2007-05-03 Microsoft Corporation API and schemas for dedicated customer service representative interface
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
US20080065450A1 (en) * 2006-09-13 2008-03-13 Cisco Technology, Inc. Matching a contact to a resource set
US8189761B2 (en) * 2007-03-15 2012-05-29 Cisco Technology, Inc. Method and system for managing calls
US9300802B1 (en) 2008-01-28 2016-03-29 Satmap International Holdings Limited Techniques for behavioral pairing in a contact center system
US9781269B2 (en) 2008-01-28 2017-10-03 Afiniti Europe Technologies Limited Techniques for hybrid behavioral pairing in a contact center system
US9712676B1 (en) 2008-01-28 2017-07-18 Afiniti Europe Technologies Limited Techniques for benchmarking pairing strategies in a contact center system
US10708430B2 (en) 2008-01-28 2020-07-07 Afiniti Europe Technologies Limited Techniques for benchmarking pairing strategies in a contact center system
US9787841B2 (en) 2008-01-28 2017-10-10 Afiniti Europe Technologies Limited Techniques for hybrid behavioral pairing in a contact center system
US9774740B2 (en) 2008-01-28 2017-09-26 Afiniti Europe Technologies Limited Techniques for benchmarking pairing strategies in a contact center system
US8824658B2 (en) 2008-11-06 2014-09-02 Satmap International Holdings Limited Selective mapping of callers in a call center routing system
US10750023B2 (en) 2008-01-28 2020-08-18 Afiniti Europe Technologies Limited Techniques for hybrid behavioral pairing in a contact center system
US9712679B2 (en) 2008-01-28 2017-07-18 Afiniti International Holdings, Ltd. Systems and methods for routing callers to an agent in a contact center
US10708431B2 (en) 2008-01-28 2020-07-07 Afiniti Europe Technologies Limited Techniques for hybrid behavioral pairing in a contact center system
US8879715B2 (en) 2012-03-26 2014-11-04 Satmap International Holdings Limited Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation
US20120101867A1 (en) * 2010-10-25 2012-04-26 Zgardovski Stanislav V System for Automatic Assignment of Agents in Inbound and Outbound Campaigns
US9172807B2 (en) * 2011-09-11 2015-10-27 ZenDesk, Inc. Techniques for customer relationship management
US9025757B2 (en) 2012-03-26 2015-05-05 Satmap International Holdings Limited Call mapping systems and methods using bayesian mean regression (BMR)
US20150206092A1 (en) * 2014-01-21 2015-07-23 Avaya, Inc. Identification of multi-channel connections to predict estimated wait time
CA2987030C (en) * 2015-04-27 2023-09-05 Raritan Americas, Inc. Modular power metering system
EP3384664B1 (en) * 2015-12-01 2021-01-06 Afiniti Europe Technologies Limited Techniques for hybrid behavioral pairing in a contact center system
JP6492232B2 (ja) * 2015-12-01 2019-03-27 アフィニティ ヨーロッパ テクノロジーズ リミテッド コンタクトセンターシステムにおけるハイブリッド挙動ペアリングのための技法
JP6648277B2 (ja) 2015-12-01 2020-02-14 アフィニティ ヨーロッパ テクノロジーズ リミテッド 事例分配のための技法
US9930180B1 (en) * 2017-04-28 2018-03-27 Afiniti, Ltd. Techniques for behavioral pairing in a contact center system
US10623565B2 (en) 2018-02-09 2020-04-14 Afiniti Europe Technologies Limited Techniques for behavioral pairing in a contact center system
US11250359B2 (en) 2018-05-30 2022-02-15 Afiniti, Ltd. Techniques for workforce management in a task assignment system
US10496438B1 (en) 2018-09-28 2019-12-03 Afiniti, Ltd. Techniques for adapting behavioral pairing to runtime conditions in a task assignment system
US10867263B2 (en) 2018-12-04 2020-12-15 Afiniti, Ltd. Techniques for behavioral pairing in a multistage task assignment system
US11144344B2 (en) 2019-01-17 2021-10-12 Afiniti, Ltd. Techniques for behavioral pairing in a task assignment system
US10757261B1 (en) 2019-08-12 2020-08-25 Afiniti, Ltd. Techniques for pairing contacts and agents in a contact center system
US11445062B2 (en) 2019-08-26 2022-09-13 Afiniti, Ltd. Techniques for behavioral pairing in a task assignment system
US10757262B1 (en) 2019-09-19 2020-08-25 Afiniti, Ltd. Techniques for decisioning behavioral pairing in a task assignment system
US11611659B2 (en) 2020-02-03 2023-03-21 Afiniti, Ltd. Techniques for behavioral pairing in a task assignment system
WO2021158437A1 (en) 2020-02-04 2021-08-12 Afiniti, Ltd Techniques for error handling in a task assignment system with an external pairing system
CA3166794A1 (en) 2020-02-05 2021-08-12 Ain Chishty Techniques for pairing in a task assignment system with an external pairing system
WO2021158439A1 (en) 2020-02-05 2021-08-12 Afiniti, Ltd. Techniques for behavioral pairing in a task assignment system with an external pairing system
CN115244554A (zh) 2020-02-05 2022-10-25 阿菲尼帝有限公司 用于在外部配对系统和具有内部配对系统的任务分配系统之间共享分配任务的控制的技术

Family Cites Families (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
DE1277371B (de) * 1965-08-25 1968-09-12 Siemens Ag Schaltungsanordnung fuer Fernmelde-, insbesondere Fernsprechvermittlungsanlagen, in denen ankommende Anrufe einzeln freien Abnehmereinrichtungen zugeteilt werden
NL178048C (nl) * 1975-11-28 1986-01-02 Nederlanden Staat Oproepverdeelinrichting waarbij oproepen in volgorde van binnenkomst door beantwoordende posten in behandeling worden genomen en deze posten op basis van evenredige taakverdeling voor het bedienend personeel aan binnengekomen oproepen worden toegewezen.
US4451705A (en) * 1982-05-28 1984-05-29 Bell Telephone Laboratories, Incorporated Call completion circuit and method
US5206903A (en) * 1990-12-26 1993-04-27 At&T Bell Laboratories Automatic call distribution based on matching required skills with agents skills
US5268903A (en) * 1991-10-02 1993-12-07 Rockwell International Corporation Multichannel telephonic switching network with different signaling formats and cross connect/PBX treatment selectable for each channel
US5444774A (en) * 1992-06-26 1995-08-22 At&T Corp. Interactive queuing sytem for call centers
US5590188A (en) * 1992-11-09 1996-12-31 Iex Corporation Rules-based call routing

Cited By (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN103685780A (zh) * 2012-09-26 2014-03-26 深圳市赛格导航科技股份有限公司 一种车台警情处理的方法
CN103685780B (zh) * 2012-09-26 2016-12-21 深圳市赛格导航科技股份有限公司 一种车台警情处理的方法
CN103647885A (zh) * 2013-12-31 2014-03-19 上海大学 多属性的智能车载呼叫中心排队方法
CN103647885B (zh) * 2013-12-31 2016-03-30 上海大学 多属性的智能车载呼叫中心排队方法
CN108780533A (zh) * 2016-06-08 2018-11-09 欧洲阿菲尼帝科技有限责任公司 用于在联系中心系统中对绩效进行基准测试的技术
CN108780533B (zh) * 2016-06-08 2021-01-26 欧洲阿菲尼帝科技有限责任公司 用于在联系中心系统中对绩效进行基准测试的技术
CN114067483A (zh) * 2021-11-23 2022-02-18 中国工商银行股份有限公司 智能排队叫号方法、装置、电子设备及介质
CN114067483B (zh) * 2021-11-23 2024-05-31 中国工商银行股份有限公司 智能排队叫号方法、装置、电子设备及介质

Also Published As

Publication number Publication date
JP2000507420A (ja) 2000-06-13
AU712671B2 (en) 1999-11-11
US5864617A (en) 1999-01-26
DE69730320D1 (de) 2004-09-23
AU2167897A (en) 1997-10-17
EP0890253B1 (en) 2004-08-18
CA2249445C (en) 2000-02-29
EP0890253A1 (en) 1999-01-13
GB9606298D0 (en) 1996-05-29
NZ331897A (en) 2000-06-23
DE69730320T2 (de) 2005-08-11
CA2249445A1 (en) 1997-10-02
WO1997036414A1 (en) 1997-10-02

Similar Documents

Publication Publication Date Title
CN1219318A (zh) 呼叫排队与分配
US6408066B1 (en) ACD skill-based routing
JP3393119B2 (ja) 優先順位を用いた呼の分配およびオーバライドの方法および装置
USRE44979E1 (en) System and method for common account based routing of contact records
US6766012B1 (en) System and method for allocating agent resources to a telephone call campaign based on agent productivity
EP1107615B1 (en) Method and apparatus for assigning agent-led chat sessions
CA3048690C (en) Call routing methods and systems based on multiple variable standardized scoring and shadow queue
CN1132399C (zh) 在计算机电话集成系统中确定和利用多个对象状态的方法和系统
CN1278567C (zh) 改善的基于技能的呼叫路由
CN87105157A (zh) 专用自动小交换机组网
US20060222164A1 (en) Simultaneous usage of agent and service parameters
JP2001526871A (ja) パーソナルデスクトップルータ
JP2001268238A (ja) 負荷平衡マルチサイト呼処理システムの分析の方法および装置
KR19990083041A (ko) 에이전트간의 호출을 분배하기 위하여 예측된 데이터를 사용함으로써, 호출-센터의 성능을 최적화하는 방법
MXPA04004425A (es) Sistema y metodo de correspondencia de peticiones.
CA2294222A1 (en) System and method for enhanced skills based routing
GB2491219A (en) Assigning a contact to a service agent from a sorted result set of eligible agents and assigning another agent from the set if a refusal message is received
JP2001523930A (ja) 電話システムにおける交渉されたルーティング
CN106878571B (zh) 一种应用于有线呼叫的自适应分配方法
EP0980621B1 (en) Casual agent pool
JP4408260B2 (ja) 顧客対応支援方法及び顧客対応支援システム
US6366667B1 (en) System for generating a list of qualified call recipients
CA2282931C (en) A contact center system capable of handling multiple media types of contacts and method for using the same
CA3071166C (en) Routing callers from a set of callers in an out of order sequence
HK1059852A (en) Method and system for using caller preferences to direct special call handling

Legal Events

Date Code Title Description
C06 Publication
PB01 Publication
C10 Entry into substantive examination
SE01 Entry into force of request for substantive examination
C02 Deemed withdrawal of patent application after publication (patent law 2001)
WD01 Invention patent application deemed withdrawn after publication