CN101027661A - 在呼叫中心环境中控制移动代理可用性的方法和设备 - Google Patents
在呼叫中心环境中控制移动代理可用性的方法和设备 Download PDFInfo
- Publication number
- CN101027661A CN101027661A CNA2005800214029A CN200580021402A CN101027661A CN 101027661 A CN101027661 A CN 101027661A CN A2005800214029 A CNA2005800214029 A CN A2005800214029A CN 200580021402 A CN200580021402 A CN 200580021402A CN 101027661 A CN101027661 A CN 101027661A
- Authority
- CN
- China
- Prior art keywords
- call
- client applications
- movement station
- rule
- incoming call
- 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.)
- Granted
Links
Images
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W88/00—Devices specially adapted for wireless communication networks, e.g. terminals, base stations or access point devices
- H04W88/18—Service support devices; Network management devices
-
- 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
- H04M3/436—Arrangements for screening incoming calls, i.e. evaluating the characteristics of a call before deciding whether to answer it
-
- 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
- H04M3/5125—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with remote located operators
-
- 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
- H04M2207/18—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place wireless networks
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/16—Communication-related supplementary services, e.g. call-transfer or call-hold
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Mobile Radio Communication Systems (AREA)
- Telephonic Communication Services (AREA)
Abstract
Description
Claims (42)
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
FI20041300A FI121255B (fi) | 2004-10-08 | 2004-10-08 | Menetelmä ja laite liikkuvien puhelinpalveluagenttien tavoitettavuuden hallitsemiseksi puhelinpalvelu ympäristössä |
FI20041300 | 2004-10-08 |
Publications (2)
Publication Number | Publication Date |
---|---|
CN101027661A true CN101027661A (zh) | 2007-08-29 |
CN100549999C CN100549999C (zh) | 2009-10-14 |
Family
ID=33306005
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
CNB2005800214029A Active CN100549999C (zh) | 2004-10-08 | 2005-08-05 | 在呼叫中心环境中控制移动代理可用性的方法和设备 |
Country Status (5)
Country | Link |
---|---|
US (1) | US7983661B2 (zh) |
EP (1) | EP1805639B1 (zh) |
CN (1) | CN100549999C (zh) |
FI (1) | FI121255B (zh) |
WO (1) | WO2006037836A1 (zh) |
Families Citing this family (41)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
FI20061162L (fi) * | 2006-12-28 | 2008-06-29 | Lekane Oy | Järjestelmä ja menetelmä viestinnän hallitsemiseksi osapuolten välillä |
CN101035168B (zh) * | 2007-04-17 | 2010-08-25 | 华为技术有限公司 | 一种呼叫调度方法、***及装置 |
US8611519B2 (en) * | 2007-07-27 | 2013-12-17 | At&T Intellectual Property I, L.P. | Enabling priority based call handling for multiple different telephony devices |
US20090037306A1 (en) * | 2007-07-31 | 2009-02-05 | Bank Of America Corporation | System and Method for Managing Customer Interactions |
US20090307349A1 (en) * | 2008-06-10 | 2009-12-10 | Motorola, Inc. | System and method for communication based on an availability of a user |
US11172067B1 (en) | 2008-08-05 | 2021-11-09 | HeyWire, Inc. | Call center mobile messaging |
US20120221962A1 (en) | 2008-08-05 | 2012-08-30 | Eugene Lee Lew | Social messaging hub system |
JP2011530875A (ja) | 2008-08-05 | 2011-12-22 | メディアフレンズ,インク. | コンピュータ化された装置のsms技術 |
US9356907B2 (en) | 2008-08-05 | 2016-05-31 | HeyWire, Inc. | Messaging system having multiple number, dual mode phone support |
US20100169147A1 (en) * | 2008-12-30 | 2010-07-01 | Nortel Networks Limited | Location-based queuing |
ATE532322T1 (de) * | 2009-02-19 | 2011-11-15 | Research In Motion Ltd | Persönliche anrufzentrale |
US8315609B2 (en) | 2009-02-19 | 2012-11-20 | Research In Motion Limited | Personal call center |
US8886156B2 (en) * | 2009-08-05 | 2014-11-11 | Cisco Technology, Inc. | Method and apparatus for using mobility information to select profiles in network systems |
US8843116B2 (en) | 2009-09-22 | 2014-09-23 | Microsoft Corporation | User-selectable environments for mobile communications devices |
US9537965B2 (en) * | 2011-05-31 | 2017-01-03 | Microsoft Technology Licensing, Llc | Techniques for managing and applying an availability profile |
US9479910B2 (en) * | 2011-12-16 | 2016-10-25 | Michael C. Ryan | System and method for reassigning an active mobile telephone call from device to another device |
US20130318533A1 (en) * | 2012-04-10 | 2013-11-28 | Alexander Aghassipour | Methods and systems for presenting and assigning tasks |
CN103533189B (zh) * | 2012-07-02 | 2017-08-08 | 中兴通讯股份有限公司 | 移动座席呼叫的分配方法和装置 |
WO2015024104A1 (en) * | 2013-08-21 | 2015-02-26 | Offen David William | Systems and methods for managing incoming calls |
US9124698B2 (en) * | 2013-10-31 | 2015-09-01 | Bank Of America Corporation | Virtual calling modes |
US9203844B2 (en) | 2013-10-31 | 2015-12-01 | Bank Of America Corporation | Visual representation for permission to contact |
US9813554B2 (en) | 2013-11-05 | 2017-11-07 | Bank Of America Corporation | Determining most effective call parameters and presenting to representative |
US10417642B2 (en) | 2013-11-05 | 2019-09-17 | Bank Of America Corporation | User interface for presenting relevant questions to representative |
US10567444B2 (en) | 2014-02-03 | 2020-02-18 | Cogito Corporation | Tele-communication system and methods |
US10360309B2 (en) * | 2015-04-30 | 2019-07-23 | Salesforce.Com, Inc. | Call center SMS-MMS language router |
US10116794B2 (en) * | 2015-05-13 | 2018-10-30 | Interactive Intelligence Group, Inc. | Determining an active station based on movement data |
CN106303111B (zh) * | 2015-05-28 | 2020-01-21 | 华为技术有限公司 | 呼叫路由分配方法、装置及*** |
US10348671B2 (en) | 2016-07-11 | 2019-07-09 | Salesforce.Com, Inc. | System and method to use a mobile number in conjunction with a non-telephony internet connected device |
CN106657691A (zh) * | 2016-08-31 | 2017-05-10 | 江苏鸿信***集成有限公司 | 一种基于呼叫状态的转接话务方法 |
US11082562B2 (en) * | 2018-04-30 | 2021-08-03 | Aurelio Luis Miguel ALONSO Y CALOCA | Contact center system and methods for handling voice and data teleservices through mobile devices |
US11785144B2 (en) | 2018-04-30 | 2023-10-10 | Aurelio Luis Miguel ALONSO Y CALOCA | Methods for handling voice and data teleservices through mobile devices with asynchronous communication |
US20210004835A1 (en) | 2019-07-05 | 2021-01-07 | Talkdesk, Inc. | System and method for communication analysis for use with agent assist within a cloud-based contact center |
US11328205B2 (en) | 2019-08-23 | 2022-05-10 | Talkdesk, Inc. | Generating featureless service provider matches |
US20210117882A1 (en) | 2019-10-16 | 2021-04-22 | Talkdesk, Inc | Systems and methods for workforce management system deployment |
US20210136220A1 (en) | 2019-10-31 | 2021-05-06 | Talkdesk, Inc. | Monitoring and listening tools across omni-channel inputs in a graphically interactive voice response system |
US11736615B2 (en) | 2020-01-16 | 2023-08-22 | Talkdesk, Inc. | Method, apparatus, and computer-readable medium for managing concurrent communications in a networked call center |
US11677875B2 (en) | 2021-07-02 | 2023-06-13 | Talkdesk Inc. | Method and apparatus for automated quality management of communication records |
US11856140B2 (en) | 2022-03-07 | 2023-12-26 | Talkdesk, Inc. | Predictive communications system |
US11736616B1 (en) | 2022-05-27 | 2023-08-22 | Talkdesk, Inc. | Method and apparatus for automatically taking action based on the content of call center communications |
US11971908B2 (en) | 2022-06-17 | 2024-04-30 | Talkdesk, Inc. | Method and apparatus for detecting anomalies in communication data |
US11943391B1 (en) | 2022-12-13 | 2024-03-26 | Talkdesk, Inc. | Method and apparatus for routing communications within a contact center |
Family Cites Families (14)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
AU677393B2 (en) * | 1993-07-08 | 1997-04-24 | E-Talk Corporation | Method and system for transferring calls and call-related data between a plurality of call centres |
US5862208A (en) * | 1994-02-16 | 1999-01-19 | Priority Call Management, Inc. | Method and system for enabling a party to change terminals during a call |
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 |
US6549522B1 (en) * | 1997-12-17 | 2003-04-15 | British Telecommunications Public Limited Company | Mobile data rate enhancement via foreign agent load balancing |
JP2940615B1 (ja) * | 1998-08-14 | 1999-08-25 | 日本電気株式会社 | Cdma無線データ通信システムにおけるハンドオフ選択方法 |
WO2001031472A1 (en) | 1999-10-22 | 2001-05-03 | Telcordia Technologies, Inc. | Method and system for host mobility management protocol |
US6829349B1 (en) * | 2000-07-31 | 2004-12-07 | Comdial Corporation | System and method for monitoring and routing incoming calls |
US6697858B1 (en) * | 2000-08-14 | 2004-02-24 | Telephony@Work | Call center |
US20020025819A1 (en) * | 2000-08-24 | 2002-02-28 | Zoran Cetusic | Wireless communication techniques |
FI20001958A (fi) | 2000-09-05 | 2002-03-06 | Elisa Comm Oyj | Menetelmä puheluiden ja puhelinpalvelun toimintojen ohjaamiseksi |
US8706542B2 (en) * | 2000-12-18 | 2014-04-22 | Apple Inc. | Allocation of location-based orders to mobile agents |
US6785380B2 (en) * | 2001-06-01 | 2004-08-31 | Avaya Technology Corp. | Network-centric self-administered call center with intelligent mobile agent terminals |
GB0122360D0 (en) * | 2001-09-15 | 2001-11-07 | Koninkl Philips Electronics Nv | Method and apparatus for defining a telephone call handling profile and handling a call using the same |
US7167899B2 (en) * | 2002-03-26 | 2007-01-23 | Matsushita Electric Industrial Co., Ltd. | Web-content aware automatic call transfer system and process for mobile users and operators |
-
2004
- 2004-10-08 FI FI20041300A patent/FI121255B/fi active IP Right Grant
-
2005
- 2005-08-05 EP EP05775335.2A patent/EP1805639B1/en active Active
- 2005-08-05 WO PCT/FI2005/000353 patent/WO2006037836A1/en active Application Filing
- 2005-08-05 US US11/596,197 patent/US7983661B2/en active Active
- 2005-08-05 CN CNB2005800214029A patent/CN100549999C/zh active Active
Also Published As
Publication number | Publication date |
---|---|
FI20041300A0 (fi) | 2004-10-08 |
WO2006037836A1 (en) | 2006-04-13 |
FI20041300A (fi) | 2006-04-09 |
EP1805639B1 (en) | 2015-11-18 |
US20080032679A1 (en) | 2008-02-07 |
EP1805639A1 (en) | 2007-07-11 |
US7983661B2 (en) | 2011-07-19 |
FI121255B (fi) | 2010-08-31 |
EP1805639A4 (en) | 2012-03-28 |
CN100549999C (zh) | 2009-10-14 |
Similar Documents
Publication | Publication Date | Title |
---|---|---|
CN100549999C (zh) | 在呼叫中心环境中控制移动代理可用性的方法和设备 | |
US6151309A (en) | Service provision system for communications networks | |
US8606309B2 (en) | Dispatch application utilizing short message service | |
JP3373214B2 (ja) | テレコミュニケーションサービスを提供するための方法および装置 | |
US7221959B2 (en) | System and method for determining, storing and utilizing operating mode data of a user telecommunication terminal | |
EP1814272B1 (en) | Communication Via a Cellular Telecommunication Network | |
CN100379223C (zh) | 基于网际协议提供双向通信网络传输的***和方法 | |
US5903845A (en) | Personal information manager for updating a telecommunication subscriber profile | |
US7046790B2 (en) | System, a device, a computer program product and a method for allocating resources to users | |
US7277717B1 (en) | Dispatch application utilizing short message service | |
CN101631171A (zh) | 一种呼叫中心***及其实现人工服务的方法 | |
CN101176360A (zh) | 无线寻呼*** | |
CN101610179B (zh) | 用于实时行动管理***的托管中心以及实时行动管理*** | |
CN101663901A (zh) | 无线网络中的非结构化附加业务数据的应用 | |
KR100915859B1 (ko) | 운전자 호출 서비스를 제공하는 시스템 및 방법 | |
CN101860806B (zh) | 动态编组的方法、***和终端 | |
CN112153224B (zh) | 车辆数据发送、获取方法及相关设备 | |
CN101039352A (zh) | 一种提供移动增值业务的排队*** | |
KR100467544B1 (ko) | 유무선 통신단말장치에서의 메시지 통합관리방법 | |
KR20050031581A (ko) | 휴대폰 단말기의 위치기반을 이용한 보험가입 시스템 및그 방법 | |
KR20010058763A (ko) | 대화형 단문 서비스 센터를 이용한 개인 정보 관리 시스템 | |
JPH06245251A (ja) | 無線通信システム | |
KR20090098055A (ko) | 통신단말기의 양방향메시지서비스를 이용한메시지상담서비스 방법 및 그 시스템 | |
WO2001056241A2 (en) | Method and apparatus for providing dispatch services utilizing standard communications mechanisms | |
JP2005341276A (ja) | 同時送信機能付き携帯電話システム |
Legal Events
Date | Code | Title | Description |
---|---|---|---|
C06 | Publication | ||
PB01 | Publication | ||
C10 | Entry into substantive examination | ||
SE01 | Entry into force of request for substantive examination | ||
ASS | Succession or assignment of patent right |
Owner name: SAP CO., LTD. Free format text: FORMER OWNER: WICOM COMM OY Effective date: 20071026 |
|
C41 | Transfer of patent application or patent right or utility model | ||
TA01 | Transfer of patent application right |
Effective date of registration: 20071026 Address after: German Waldo Applicant after: SAP AG Address before: Espoo, Finland Applicant before: Wicom Comm OY |
|
C14 | Grant of patent or utility model | ||
GR01 | Patent grant | ||
TR01 | Transfer of patent right |
Effective date of registration: 20210519 Address after: Munich, Bain, Germany Patentee after: New trend Germany Ltd. Address before: German Waldo Patentee before: SAP Corp. |
|
TR01 | Transfer of patent right |