CN1100882A - 在家工作的自动呼叫分配器代理人的网路 - Google Patents
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- 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
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- 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
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- 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
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q3/00—Selecting arrangements
- H04Q3/0016—Arrangements providing connection between exchanges
- H04Q3/0029—Provisions for intelligent networking
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/60—Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
- H04M2203/6018—Subscriber or terminal logon/logoff
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- 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
- H04M3/5175—Call or contact centers supervision arrangements
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- 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
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13072—Sequence circuits for call signaling, ACD systems
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13106—Microprocessor, CPU
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13349—Network management
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13385—Off-net subscriber
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13389—LAN, internet
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- Non-Silver Salt Photosensitive Materials And Non-Silver Salt Photography (AREA)
- Detergent Compositions (AREA)
- Two-Way Televisions, Distribution Of Moving Picture Or The Like (AREA)
- Exchange Systems With Centralized Control (AREA)
- Emulsifying, Dispersing, Foam-Producing Or Wetting Agents (AREA)
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Abstract
本发明涉及本地的和远地代理人组合提供自动
呼叫分配(ACD)服务的安排。远地代理人经语音接
线连接到ACD的家庭开关,且经语音数据接线到家
庭代理人服务器(HAS)。HAS向ACD管理信息系
统(MIS)传送呼叫事件数据,通知呼叫事件的ACD
开关远地代理人可用或不可用,且向主处理机传送应
用数据以服务于ACD应用。远地服务器能有效且
经济地提供ACD服务。
Description
本发明涉及允许实际分离的代理人工作如同自动呼叫分配器(ACD)组中的一员的安排。
电信革命已开始而使得能够在家工作和在办公室工作一样有效率的古老梦想可能实现。许多人,尤其是从事电脑业的人士,能在其家中从工作站或个人电脑完成其大部份工作。然而,这样的允许电话代理人在其家中工作的应用至今尚未得到广泛的接受。通常,要保持这种代理人的适当监督一直很困难,且提供对这样的代理人的远程通信存取的费用一直很高,从而阻碍它的实际应用。致使先有技术的问题一直没有找到实际经济性途径以允许作为自动呼叫分配器组的一部份组员的电话代理人与该组其他组员实际分离开。
根据本发明的原理,可使这个问题得已解决,而且所取得的技术进步胜过先有技术,其中,由一个自动呼叫分配器(ACD)的控制***选择的服务于一个呼叫的在家工作的代理人接通声频链路上的呼叫者,并经数据连接线连接到一个家庭代理人服务器(HAS)单元上。这个HAS单元把在家工作的代理人的状态变化分配给一个管理信息***以保持代理人的监督,还分配给该ACD控制***,以使该ACD控制***注意(note)服务于一个新呼叫的代理人的可用性,HAS单元传送来自和去往主计算机的应用数据,以提供和接受来自和去往在家工作的代理人的应用数据。有利的是,这种安排以一种廉价方式对在家工作的代理人提供声频连接(该连接仅在对代理人呼叫的持续期间内保持),还提供给代理人单一数据通路来获得和接受应用数据,并向ACD提供用于管理信息***的数据和代理人可用性信息。
图1示出说明本申请人发明的工作情况的方框图;
图2-5示出执行本发明的方法的流程图。
图1示出说明本申请人发明的工作情况的方框图。来话呼叫传送到开关1,这是该自动呼叫分配器械(ACD)的主开关,该ACD把呼叫分配给被呼叫的客户的代理人。该开关典型地拥有很多直接连接到该开关上的代理人,并且根据本发明的原理,还拥有至少一个由另一开关服务的代理人。该代理人由开关2服务,该代理人具有一个智能工作站3。该智能工作站3接收来自开关2的话音信号,并且在数据链路4上传送和接收数据消息,该链路4与开关2相连接并由链路5延续,而在家庭代理人服务器处终止。该数据链路载送事件消息(诸如回答及拆接)和应用消息(诸如呼叫者订单的数据)。家庭代理人服务器(HAS)6向主处理机7传送应用数据,例如,接收订单的数据,且经管理信息***8与开关1连通。另一种可替代的方案是,在HAS6与开关1之间可以存在一条直接连接线。
ACD的管理者利用管理信息***(MIS)来跟踪ACD代理人的各自工作表现,且保持诸如无回答的呼叫次数及回答呼叫前分配等待时间之类的附加数据。
开关1控制由ACD正常执行的功能,包括呼叫排队和把呼叫指定给具体的代理人,内含正由开关2服务有智能代理人工作站3的远地代理人的情况。具体的代理人工作站响应接收来自开关1的呼叫而被占用,但该代理人根据接收来自ACD接口单元9的事件数据而成为对于下一个呼叫是可用的。
开关1和2由公共电话交换网11连接,而且开关2由任何可用的数据网10诸如由拨号装置诸如CompunetR计算机网路,或TelenitR远程网接通的网路,连接到家庭代理人服务器上。
图2示出从远地代理人工作站3注册(logging in)过程的流程图。代理人经数据链路注册到家庭代理人服务器(HAS)6中(动作框201)。工作站和HAS建立对话(动作框203)。HAS借助MIS8及开关1的ACD特点处理注册事宜(动作框205)。在测试框207中,判定呼叫是否来自代理人的正常位置。如果“是”,则ACD把注册不是来自代理人由标准电话号码标示(动作框209)。如果该注册不是来自代理人的正常位置(测试框207的否定结果),则在测试框211判定是否允许该代理人在远离代理人正常位置处注册。如是“否”,则拒绝注册请求(活动框213),并且HAS向代理人工作站报告注册被拒绝(动作框215)。如果允许代理人远离正常位置注册(测试框211的肯定结果),则ACD标示该代理人已注册,且记录该代理人的临时电话号码(动作框207)。在执行动作框209或207后,HAS向代理人工作站报告注册被接受(动作框221)。在代理人预备好时,代理人给HAS发出“现在可用”的信号(动作框225),并且在该代理人可用于呼叫时ACD标示该代理人。
图3示出处理发送到远地代理人的呼叫的流程图。ACD的开关接收到对ACD的一个代理人的呼叫(动作框301)。ACD选择在家的代理人接收该呼叫(因为轮到那个代理人来处理该呼叫),及标示那个代理人“处于“忙”状态(动作框303)。ACD向MIS8发送一个事件消息以指示该代理人正忙于一个呼叫(动作框305)。ACD判定该代理人的POTS(Plain Old Telephone Service的缩写,普通电话服务)话号码,并把该呼叫传送给该代理人(动作框307)。另一种可替代的方案是,代理人工作站3可经任何拨号号码可被接通,而且该接通可经专用小交换机(PBX)或按链电话***来接通。远地代理人的开关2接收该呼叫,且建立与该代理人的连接(动作框309)。代理人回答该呼叫(动作框311),并向HAS提供了事件消息以将此事通知MIS8及开关1(动作框312)。然后,代理人和呼叫者对话,并经数据连接线和HAS与主处理机7执行数据事宜(动作框313)。最后,代理人拆断与呼叫者的连接(或反之亦然)(动作框315)。工作站向HAS发送一个呼叫结束事件消息,而HAS把这一事件通知MIS及开关(动作框316)。然后,代理人继续向HAS为呼叫后的工作发送消息(动作框317)。该呼叫后的工作是与主处理机7相通信的形式。最后,代理人向HAS发送出成为可用信号的请求(动作框319),HAS通知MIS:代理人现在可用(动作框321)。然后,MIS通知ACD:代理人可用(动作框323),且具有ACD特点的开关标示代理人可用于另一呼叫(动作框325)。
图4示出当代理人未注销而进行去话呼叫时所执行动作流程图。在此期间代理人不可用于接收来话呼叫。起始状态时,代理人注册并且是可用的(动作框401)。然后,代理人开始去话呼叫(动作框403)。通知HAS:一个去话呼叫发出到号码X(动作框405)。HAS通知ACD;代理人忙于一个去话呼叫,并且MIS通知MIS:一个呼叫发到号码X(动作框407)。一段时间之后,代理人拆断该去话呼叫(动作框409),并且工作站通知HAS拆接(动作框411)。HAS通知MIS及开关1:代理人不可用(动作框412),且开关1标示代理人可用于处理新呼叫(动作框415)。
许多代理人具有自己的电话号码,藉此他们可以直接接到来话呼叫。如果某人呼叫一个空闲的远地代理人的电话号码,则呼叫能被接受,而且通知HAS。HAS通知MIS为了记录目的,且通知开关使代理人忙。当呼叫拆接时,通知HAS,而HAS通知MIS;MIS记录拆接且通知开关,这使得代理人可用于ACD呼叫。代理人亦可使等待外部的呼叫(不是ACD的呼叫)持留。通知HAS该事件,并通知MIS使其做一个记录。在该情形中,代理人状态在ACD开关中保持“忙”。
图5示出注销过程的流程图。代理人启动注销(动作框501)。工作站经数据链路通知HAS注销请求(动作框503)。HAS经MIS及ACD处理注销事宜(动作框505)。ACD标示代理人被注销(动作框507),而且HAS将其数据链路与代理人的连接拆除(动作框509)。
Claims (11)
1、一种从一个未与该自动呼叫分配***的代理人提供自动呼叫分配(ACD)服务的方法,其特征在于包括以下步骤:
响应该ACD***接收到一个呼叫,经公共电话交换网为该代理人建立从该来话ACD呼叫到一个代理人站的声频连接;和
建立从该代理人站到家庭代理人服务器(HAS)单元的数据连接,以便把代理人状态数据传送给该ACD***。
2、根据权利要求1所述的方法,其特征在于包括:
接通主处理机以服务于该ACD,以借助数据连接从该HAS到该代理人站提供应用数据。
3、根据权利要求1所述的方法,其特征在于包括:
从该HAS向管理信息***(MIS)提供代理人状态数据。
4、根据权利要求1所述的方法,其特征在于包括:
从该代理人站向该HAS注册;
响应自该代理人站的成功处理注册,该HAS单元通知该ACD***:该代理人已注册。
5、根据权利要求1所述的方法,其特征在于包括:
为内含该代理人站的该ACD的代理人保持可用性状态;
其中,响应该ACD***接收到一个呼叫和响应该代理人站可用于记录该ACD***的代理人状态,执行建立声频连接的步骤。
6、根据权利要求1所述的方法,其特征在于包括:所述的代理人站发一个去话呼叫;
该代理人站通知HAS单元:已送出一个去话呼叫;
该HAS单元通知ACD***:该代理人站不可用于ACD呼叫。
7、根据权利要求1所述的方法,其特征在于包括:响应接收到表明该代理人站“忙”的信号,该HAS单元通知ACD***:该代理人站不可用。
8、一种为自动呼叫分配器(ACD)的代理人服务的装置,其特征在于包括:
用于从一个代理人站接收数据消息的装置;
响应从该代理人站接收到的代理人可用性消息来通知该ACD该代理人站服务该呼叫的装置。
9、根据权利要求8所述的装置,其特征在于包括:
响应从该代理人站接收到一个注册消息用以通知该ACD该代理人站已注册的装置。
10、根据权利要求8所述的装置,其特征在于包括:
响应从该代理人站接收到表明该代理人站已启动一个去话呼叫的消息来通知该ACD该代理人站不可用性的装置。
11、根据权利要求8所述的装置,其特征在于包括:
响应从该代理人站接收到一个呼叫事件消息来通知管理信息***(MIS)该站的呼叫事件的装置。
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US056,232 | 1993-04-30 | ||
US08/056,232 US5392345A (en) | 1993-04-30 | 1993-04-30 | Work at home ACD agent network |
Publications (1)
Publication Number | Publication Date |
---|---|
CN1100882A true CN1100882A (zh) | 1995-03-29 |
Family
ID=22003062
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
CN94104664A Pending CN1100882A (zh) | 1993-04-30 | 1994-04-25 | 在家工作的自动呼叫分配器代理人的网路 |
Country Status (11)
Country | Link |
---|---|
US (1) | US5392345A (zh) |
EP (1) | EP0622938B1 (zh) |
JP (1) | JP2947709B2 (zh) |
KR (1) | KR100310545B1 (zh) |
CN (1) | CN1100882A (zh) |
AT (1) | ATE202249T1 (zh) |
AU (1) | AU662466B2 (zh) |
CA (1) | CA2114272C (zh) |
DE (1) | DE69427424T2 (zh) |
ES (1) | ES2158879T3 (zh) |
TW (1) | TW218944B (zh) |
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-
1993
- 1993-04-30 US US08/056,232 patent/US5392345A/en not_active Expired - Lifetime
- 1993-07-07 TW TW082105436A patent/TW218944B/zh active
-
1994
- 1994-01-26 CA CA002114272A patent/CA2114272C/en not_active Expired - Lifetime
- 1994-04-08 AU AU59362/94A patent/AU662466B2/en not_active Ceased
- 1994-04-13 JP JP6097865A patent/JP2947709B2/ja not_active Expired - Lifetime
- 1994-04-20 DE DE69427424T patent/DE69427424T2/de not_active Expired - Fee Related
- 1994-04-20 AT AT94302779T patent/ATE202249T1/de not_active IP Right Cessation
- 1994-04-20 EP EP94302779A patent/EP0622938B1/en not_active Expired - Lifetime
- 1994-04-20 ES ES94302779T patent/ES2158879T3/es not_active Expired - Lifetime
- 1994-04-20 KR KR1019940008303A patent/KR100310545B1/ko not_active IP Right Cessation
- 1994-04-25 CN CN94104664A patent/CN1100882A/zh active Pending
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KR100310545B1 (ko) | 2001-12-15 |
JPH06334748A (ja) | 1994-12-02 |
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AU5936294A (en) | 1994-11-03 |
DE69427424T2 (de) | 2002-05-16 |
AU662466B2 (en) | 1995-08-31 |
DE69427424D1 (de) | 2001-07-19 |
JP2947709B2 (ja) | 1999-09-13 |
CA2114272A1 (en) | 1994-10-31 |
EP0622938A3 (en) | 1995-03-08 |
US5392345A (en) | 1995-02-21 |
TW218944B (en) | 1994-01-11 |
ATE202249T1 (de) | 2001-06-15 |
KR940025229A (ko) | 1994-11-19 |
EP0622938B1 (en) | 2001-06-13 |
ES2158879T3 (es) | 2001-09-16 |
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