WO1998025387A3 - Call center integration with operator services databases - Google Patents

Call center integration with operator services databases Download PDF

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Publication number
WO1998025387A3
WO1998025387A3 PCT/CA1997/000891 CA9700891W WO9825387A3 WO 1998025387 A3 WO1998025387 A3 WO 1998025387A3 CA 9700891 W CA9700891 W CA 9700891W WO 9825387 A3 WO9825387 A3 WO 9825387A3
Authority
WO
WIPO (PCT)
Prior art keywords
customer
customers
call center
calls
call
Prior art date
Application number
PCT/CA1997/000891
Other languages
French (fr)
Other versions
WO1998025387A2 (en
Inventor
Robert W Petrunka
Joseph Bosco
Original Assignee
Northern Telecom Ltd
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
Priority claimed from US08/833,990 external-priority patent/US5987115A/en
Application filed by Northern Telecom Ltd filed Critical Northern Telecom Ltd
Priority to CA002242094A priority Critical patent/CA2242094C/en
Publication of WO1998025387A2 publication Critical patent/WO1998025387A2/en
Publication of WO1998025387A3 publication Critical patent/WO1998025387A3/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q11/00—Selecting arrangements for multiplex systems
    • H04Q11/04—Selecting arrangements for multiplex systems for time-division multiplexing
    • H04Q11/0428—Integrated services digital network, i.e. systems for transmission of different types of digitised signals, e.g. speech, data, telecentral, television signals
    • H04Q11/0435—Details
    • 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
    • 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
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/64—Distributing or queueing
    • H04Q3/66—Traffic distributors
    • 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
    • H04M3/4228—Systems providing special services or facilities to subscribers in networks
    • H04M3/42297—Systems providing special services or facilities to subscribers in networks with number portability
    • 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
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • 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
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4931—Directory assistance systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13034—A/D conversion, code compression/expansion
    • 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
    • H04Q2213/13091—CLI, identification of calling line
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13095—PIN / Access code, authentication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13097—Numbering, addressing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13102—Common translator
    • 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
    • H04Q2213/13141—Hunting for free outlet, circuit or channel
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/1322—PBX
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13224—Off-net subscriber, dial in to/out from network, teleworking
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/1328—Call transfer, e.g. in PBX
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13282—Call forward, follow-me, call diversion
    • 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
    • H04Q2213/13377—Recorded announcement
    • 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)
  • Computer Networks & Wireless Communication (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

A call servicing system allows service agents to service calls from customers (1200). The system includes local customer switches (1220), local agent switches (1320), and a customer database connected to a network call center. The local customer switches direct calls to and from the customers and the local agent switches direct calls to and from the service agents (1300). The customer database (1140, 1150) stores information regarding the customers sending the calls. The network call center receives a call from a first one of the customers, queries the customer database to retrieve customer information corresponding to the first customer, and concurrently routes the customer call and the corresponding customer information to one of the service agents.
PCT/CA1997/000891 1996-12-03 1997-11-27 Call center integration with operator services databases WO1998025387A2 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
CA002242094A CA2242094C (en) 1996-12-03 1997-11-27 Call center integration with operator services databases

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US76011196A 1996-12-03 1996-12-03
US08/760,111 1996-12-03
US08/833,990 US5987115A (en) 1996-12-03 1997-04-11 Systems and methods for servicing calls by service agents connected via standard telephone lines
US08/833,997 1997-04-11

Publications (2)

Publication Number Publication Date
WO1998025387A2 WO1998025387A2 (en) 1998-06-11
WO1998025387A3 true WO1998025387A3 (en) 1999-01-14

Family

ID=27116774

Family Applications (2)

Application Number Title Priority Date Filing Date
PCT/CA1997/000890 WO1998025386A2 (en) 1996-12-03 1997-11-27 System connecting remote agents over standard telephone lines
PCT/CA1997/000891 WO1998025387A2 (en) 1996-12-03 1997-11-27 Call center integration with operator services databases

Family Applications Before (1)

Application Number Title Priority Date Filing Date
PCT/CA1997/000890 WO1998025386A2 (en) 1996-12-03 1997-11-27 System connecting remote agents over standard telephone lines

Country Status (2)

Country Link
CA (2) CA2242092C (en)
WO (2) WO1998025386A2 (en)

Families Citing this family (15)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB2339362A (en) * 1998-07-03 2000-01-19 Orange Personal Comm Serv Ltd Call centres
DE19831168C2 (en) * 1998-07-11 2001-02-15 Deutsche Telekom Ag Method for the automatic detection of performance features of a communication terminal device
DE19831169C2 (en) * 1998-07-11 2001-03-22 Deutsche Telekom Ag Method for transmitting information adapted to the performance of a terminal device via a communication network
EP1097559A1 (en) * 1998-07-13 2001-05-09 Ericsson Inc. Server-based call center platform that supports non-dedicated agent positions
EP0973313A1 (en) * 1998-07-16 2000-01-19 Ascom Hasler AG Circuit and method for operating a call-center
WO2000005868A1 (en) * 1998-07-23 2000-02-03 British Telecommunications Public Limited Company Call distribution systems
EP0981239A3 (en) * 1998-08-17 2003-08-06 Siemens Aktiengesellschaft Method for a communication system with automatic call distribution
DE19852845B4 (en) * 1998-11-10 2018-03-15 Vodafone Holding Gmbh Bonus machining processes
DE19910195A1 (en) * 1999-03-09 2000-09-14 Bosch Gmbh Robert Telecommunications switching system and operating procedures therefor
DE19937675C2 (en) * 1999-08-10 2002-01-31 Siemens Ag Method and device for increasing the reliability of information centers connected to switching centers
US8506959B2 (en) 2002-11-01 2013-08-13 Neotope Biosciences Limited Prevention and treatment of synucleinopathic and amyloidogenic disease
TW200509968A (en) 2002-11-01 2005-03-16 Elan Pharm Inc Prevention and treatment of synucleinopathic disease
MX2007001679A (en) 2004-08-09 2007-05-23 Elan Pharm Inc Prevention and treatment of synucleinopathic and amyloidogenic disease.
PT3067066T (en) 2007-02-23 2019-06-17 Univ California Prevention and treatment of synucleinopathic and amyloidogenic disease
PL2118300T3 (en) 2007-02-23 2015-11-30 Prothena Biosciences Ltd Prevention and treatment of synucleinopathic and amyloidogenic disease

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0545226A2 (en) * 1991-12-03 1993-06-09 Siemens Rolm Communications Inc. (a Delaware corp.) Simultaneous recorded voice delivery and computer data screen delivery to an agent station
WO1994000945A1 (en) * 1992-06-25 1994-01-06 Teledata Solutions, Inc. Call distributor
EP0753956A2 (en) * 1995-07-10 1997-01-15 Rockwell International Corporation Telephone switching system, automatic call distributor and method using a computer network to connect to remote agent computer terminals

Family Cites Families (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5291551A (en) * 1991-10-23 1994-03-01 At&T Bell Laboratories Home agent telecommunication technique
US5392345A (en) * 1993-04-30 1995-02-21 At&T Corp. Work at home ACD agent network
CA2129942C (en) * 1993-09-30 1998-08-25 Steven Todd Kaish Telecommunication network with integrated network-wide automatic call distribution
GB2298761B (en) * 1995-03-07 1999-08-18 Telsis Holdings Ltd Voice services system including a network database
US5825870A (en) * 1996-04-05 1998-10-20 Genesys Telecommunications Laboratories Methods and apparatus for implementing a network call center

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0545226A2 (en) * 1991-12-03 1993-06-09 Siemens Rolm Communications Inc. (a Delaware corp.) Simultaneous recorded voice delivery and computer data screen delivery to an agent station
WO1994000945A1 (en) * 1992-06-25 1994-01-06 Teledata Solutions, Inc. Call distributor
EP0753956A2 (en) * 1995-07-10 1997-01-15 Rockwell International Corporation Telephone switching system, automatic call distributor and method using a computer network to connect to remote agent computer terminals

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
HARVEY D E ET AL: "CALL CENTER SOLUTIONS", AT & T TECHNICAL JOURNAL, vol. 70, no. 5, 1 September 1991 (1991-09-01), pages 36 - 44, XP000244602 *

Also Published As

Publication number Publication date
WO1998025387A2 (en) 1998-06-11
CA2242092C (en) 2003-03-25
CA2242092A1 (en) 1998-06-11
WO1998025386A3 (en) 1998-08-20
CA2242094C (en) 2002-07-09
CA2242094A1 (en) 1998-06-11
WO1998025386A2 (en) 1998-06-11

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