AU4396896A - Answering telephone calls - Google Patents

Answering telephone calls

Info

Publication number
AU4396896A
AU4396896A AU43968/96A AU4396896A AU4396896A AU 4396896 A AU4396896 A AU 4396896A AU 43968/96 A AU43968/96 A AU 43968/96A AU 4396896 A AU4396896 A AU 4396896A AU 4396896 A AU4396896 A AU 4396896A
Authority
AU
Australia
Prior art keywords
telephone calls
answering telephone
answering
calls
telephone
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
AU43968/96A
Inventor
Blaise Francis Egan
Nye Hughes
Andrew Noble
Duncan Singleterry
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 AU4396896A publication Critical patent/AU4396896A/en
Abandoned legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • 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
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/402—Agent or workforce 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
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution

Landscapes

  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Signal Processing (AREA)
  • Strategic Management (AREA)
  • Economics (AREA)
  • Human Resources & Organizations (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Game Theory and Decision Science (AREA)
  • Educational Administration (AREA)
  • Development Economics (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Telephonic Communication Services (AREA)
AU43968/96A 1995-01-18 1996-01-18 Answering telephone calls Abandoned AU4396896A (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
EP95300298 1995-01-18
EP95300298 1995-01-18
PCT/GB1996/000091 WO1996022650A1 (en) 1995-01-18 1996-01-18 Answering telephone calls

Publications (1)

Publication Number Publication Date
AU4396896A true AU4396896A (en) 1996-08-07

Family

ID=8221058

Family Applications (1)

Application Number Title Priority Date Filing Date
AU43968/96A Abandoned AU4396896A (en) 1995-01-18 1996-01-18 Answering telephone calls

Country Status (2)

Country Link
AU (1) AU4396896A (en)
WO (1) WO1996022650A1 (en)

Families Citing this family (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5903641A (en) * 1997-01-28 1999-05-11 Lucent Technologies Inc. Automatic dynamic changing of agents' call-handling assignments
US6044355A (en) * 1997-07-09 2000-03-28 Iex Corporation Skills-based scheduling for telephone call centers
GB2339643A (en) * 1998-05-18 2000-02-02 Callscan Limited Call centre management
US6128380A (en) * 1998-08-24 2000-10-03 Siemens Information And Communication, Networks, Inc. Automatic call distribution and training system
US20050175971A1 (en) * 1999-11-16 2005-08-11 Knowlagent, Inc., Alpharetta, Ga Method and system for scheduled delivery of training to call center agents

Family Cites Families (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
AU8907691A (en) * 1990-10-12 1992-05-20 Iex Corporation Method and system for planning, scheduling and managing personnel

Also Published As

Publication number Publication date
WO1996022650A1 (en) 1996-07-25

Similar Documents

Publication Publication Date Title
GB2301508B (en) Telephone dialing
AU3219197A (en) Holding party call back subscriber feature
AU678030B2 (en) Telephone call notification feature
AU9494598A (en) Telephone on-hold response system
GB9524413D0 (en) Mode-switchable telephone
GB2285195B (en) Telephone handset
AU5366896A (en) Automatic telephone dialer system
AU6442696A (en) Video telephone
AU6213698A (en) Method of handling telephone calls
AU127979S (en) Telephone
AU4396896A (en) Answering telephone calls
AU698143B2 (en) Calling system using mobile telephone terminal
AU4396496A (en) Answering telephone calls
GB9519657D0 (en) Video telephony call connection
GB9623429D0 (en) Handling telephone calls
AU5660396A (en) Telephone apparatus with abbreviated dialling
GB9602062D0 (en) Telephone caller displays
AU6366396A (en) Loudspeaking telephone systems
AU4415893A (en) Telephone handset
AU4396796A (en) Answering telephone calls
CA74417S (en) Telephone handset
GB9517762D0 (en) Telephone answering
AU7536998A (en) Telephone line call discriminator
AU696782B3 (en) A method of subscriber telephone line sharing
CA76416S (en) Telephone handset