MX9802194A - Metodo y aparato para distribucion de llamadas automaticas. - Google Patents

Metodo y aparato para distribucion de llamadas automaticas.

Info

Publication number
MX9802194A
MX9802194A MX9802194A MX9802194A MX9802194A MX 9802194 A MX9802194 A MX 9802194A MX 9802194 A MX9802194 A MX 9802194A MX 9802194 A MX9802194 A MX 9802194A MX 9802194 A MX9802194 A MX 9802194A
Authority
MX
Mexico
Prior art keywords
call
center controller
agent
pstn
call center
Prior art date
Application number
MX9802194A
Other languages
English (en)
Other versions
MXPA98002194A (es
Inventor
Sven G J Kilander
Christopher G Sheahan
Original Assignee
Ericsson Telefon Ab L M
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 Ericsson Telefon Ab L M filed Critical Ericsson Telefon Ab L M
Publication of MX9802194A publication Critical patent/MX9802194A/es
Publication of MXPA98002194A publication Critical patent/MXPA98002194A/es

Links

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
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M11/00—Telephonic communication systems specially adapted for combination with other electrical systems
    • 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
    • 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
    • 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
    • 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
    • H04M3/58—Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13093—Personal computer, PC
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13103—Memory
    • 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
    • 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
    • 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

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)
  • Mobile Radio Communication Systems (AREA)

Abstract

Un sistema de distribucion de llamadas automáticas incluye agentes receptores de llamadas multiples asociado con una entidad de servicio, cada uno de los cuales tiene acceso de teléfono convencional a la red de telecomunicacion telefonica publica (PSTN). Un controlador del centro de llamadas (18) recibe inicialmente una comunicacion del abonado que llama desde la PSTN destinada para la entidad de servicio y selecciona uno de los agentes receptores de llamada para manejar la comunicacion del abonado que llama basándose en la disponibilidad del agente. El controlador de centro de llamadas (18) coordina en el establecimiento de una trayectoria de comunicacion directa para la llamada entre la PSTN y el agente seleccionado que es independiente del controlador del centro de llamadas (18). En otras palabras, después de establecer la conexion de la llamada directa, el controlador del centro de llamadas no es un intermediario ni está involucrado por lo demás en la comunicacion real entre el abonado que llama y el agente. De manera significativa, el controlador del centro de llamadas establece la conexion de la llamada directa entre la llamada de entrada y el agente que maneja llamadas disponibles seleccionado, sin necesidad de una centralita privada separada (PBX) o un conmutador de distribucion de llamadas automáticas (ACD).
MXPA/A/1998/002194A 1995-09-26 1998-03-20 Metodo y aparato para distribucion de llamadas automaticas MXPA98002194A (es)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US08/534,199 US5742675A (en) 1995-09-26 1995-09-26 Method and apparatus for automatically distributing calls to available logged-in call handling agents
US08534199 1995-09-26

Publications (2)

Publication Number Publication Date
MX9802194A true MX9802194A (es) 1998-08-30
MXPA98002194A MXPA98002194A (es) 1998-11-12

Family

ID=

Also Published As

Publication number Publication date
CA2232722A1 (en) 1997-04-03
BR9610702A (pt) 1999-07-13
JPH11511630A (ja) 1999-10-05
KR100359586B1 (ko) 2003-04-07
EP0852873A1 (en) 1998-07-15
KR19990063777A (ko) 1999-07-26
US5742675A (en) 1998-04-21
WO1997012472A1 (en) 1997-04-03
TW425809B (en) 2001-03-11
AU7151296A (en) 1997-04-17
MY112669A (en) 2001-07-31
AU708730B2 (en) 1999-08-12

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Legal Events

Date Code Title Description
FG Grant or registration
MM Annulment or lapse due to non-payment of fees