CA2147601A1 - Integrated Intelligent Call Blending - Google Patents

Integrated Intelligent Call Blending

Info

Publication number
CA2147601A1
CA2147601A1 CA2147601A CA2147601A CA2147601A1 CA 2147601 A1 CA2147601 A1 CA 2147601A1 CA 2147601 A CA2147601 A CA 2147601A CA 2147601 A CA2147601 A CA 2147601A CA 2147601 A1 CA2147601 A1 CA 2147601A1
Authority
CA
Canada
Prior art keywords
outbound
agents
agent
acquired
inbound
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
Application number
CA2147601A
Other languages
French (fr)
Other versions
CA2147601C (en
Inventor
Norman J. Donaghue, Jr.
Clinton J. Hurd
David C. Mullen
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.)
Avaya Inc
Original Assignee
Individual
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 Individual filed Critical Individual
Publication of CA2147601A1 publication Critical patent/CA2147601A1/en
Application granted granted Critical
Publication of CA2147601C publication Critical patent/CA2147601C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

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
    • H04M3/22—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
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
    • 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

Landscapes

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

Abstract

A system and method for sharing a pool of agents (24, 26, 34) in a telephone call servicing operation so that agents are utilized effectively. The telephones of a pool of agents are coupled to a number of dedicated inbound communication lines (14) through an automatic call distributor (ACD) (18). The telephones of another pool of agents is coupled to a number of dedicated outbound communication lines (16) through an outbound dialer (30). The outbound agent telephones may be directly coupled to the outbound dialer, or may be coupled to the outbound dialer through the ACD. Alternatively, the agents may be in a single pool and all be available for servicing inbound and outbound calls. Agents are acquired from inbound call servicing to service outbound calls when the agent response indicator for inbound calls is below a predetermined threshold. Agents are acquired for outbound calling by placing an internal call from the outbound dialer through the ACD to an agent. An acquired agent is released by terminating the internal call, not the individual outbound calls handled by the acquired agent.
CA002147601A 1992-10-21 1993-04-07 Integrated intelligent call blending Expired - Fee Related CA2147601C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US96460092A 1992-10-21 1992-10-21
US07/964,600 1992-10-21

Publications (2)

Publication Number Publication Date
CA2147601A1 true CA2147601A1 (en) 1994-04-28
CA2147601C CA2147601C (en) 1998-08-25

Family

ID=25508751

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002147601A Expired - Fee Related CA2147601C (en) 1992-10-21 1993-04-07 Integrated intelligent call blending

Country Status (4)

Country Link
US (1) US5467391A (en)
AU (1) AU4280793A (en)
CA (1) CA2147601C (en)
WO (1) WO1994009585A1 (en)

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Also Published As

Publication number Publication date
US5467391A (en) 1995-11-14
WO1994009585A1 (en) 1994-04-28
CA2147601C (en) 1998-08-25
AU4280793A (en) 1994-05-09

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