CA2259912A1 - Methods and apparatus for implementing a network call center - Google Patents

Methods and apparatus for implementing a network call center

Info

Publication number
CA2259912A1
CA2259912A1 CA002259912A CA2259912A CA2259912A1 CA 2259912 A1 CA2259912 A1 CA 2259912A1 CA 002259912 A CA002259912 A CA 002259912A CA 2259912 A CA2259912 A CA 2259912A CA 2259912 A1 CA2259912 A1 CA 2259912A1
Authority
CA
Canada
Prior art keywords
call center
agent
central location
dial
implementing
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
CA002259912A
Other languages
French (fr)
Other versions
CA2259912C (en
Inventor
Alec Miloslavsky
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.)
Genesys Cloud Services 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 CA2259912A1 publication Critical patent/CA2259912A1/en
Application granted granted Critical
Publication of CA2259912C publication Critical patent/CA2259912C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04NPICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N7/00Television systems
    • H04N7/14Systems for two-way working
    • H04N7/15Conference systems
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5125Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with remote located operators
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5158Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183Call or contact centers with computer-telephony arrangements
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04NPICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N7/00Television systems
    • H04N7/14Systems for two-way working
    • H04N7/141Systems for two-way working between two video terminals, e.g. videophone
    • H04N7/148Interfacing a video terminal to a particular transmission medium, e.g. ISDN
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2242/00Special services or facilities
    • H04M2242/22Automatic class or number identification arrangements
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/42025Calling or Called party identification service
    • H04M3/42034Calling party identification service
    • H04M3/42059Making use of the calling party identifier
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/42314Systems providing special services or facilities to subscribers in private branch exchanges
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/42314Systems providing special services or facilities to subscribers in private branch exchanges
    • H04M3/42323PBX's with CTI arrangements
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M7/00Arrangements for interconnection between switching centres
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M7/00Arrangements for interconnection between switching centres
    • H04M7/0024Services and arrangements where telephone services are combined with data services
    • H04M7/0033Notification or handling of incoming calls by a computer
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04QSELECTING
    • H04Q2213/00Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13072Sequence circuits for call signaling, ACD systems
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04QSELECTING
    • H04Q2213/00Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13103Memory
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04QSELECTING
    • H04Q2213/00Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13385Off-net subscriber

Abstract

An apparatus and method for providing telephony call center services from a central location (102), such as the premises of a telephone service provider, with agents of the call center (104) located remotely from the central location. The apparatus comprises equipment and control allowing a person acting as an agent at the call center site remote from the central location, to dial a pre-assigned number in a telephony switch (152) at the call center site (104) such that the calling agent becomes connected to the switch until the agent disconnects. This connectivity allows the call center services to connect incoming calls to connected agents immediately and reliably, without delay engendered by having to dial up the agent.
CA002259912A 1996-07-09 1997-07-09 Methods and apparatus for implementing a network call center Expired - Fee Related CA2259912C (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US08/677,204 US5825870A (en) 1996-04-05 1996-07-09 Methods and apparatus for implementing a network call center
US08/677,204 1996-07-09
PCT/US1997/011881 WO1998001987A1 (en) 1996-07-09 1997-07-09 Methods and apparatus for implementing a network call center

Publications (2)

Publication Number Publication Date
CA2259912A1 true CA2259912A1 (en) 1998-01-15
CA2259912C CA2259912C (en) 2003-06-24

Family

ID=24717753

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002259912A Expired - Fee Related CA2259912C (en) 1996-07-09 1997-07-09 Methods and apparatus for implementing a network call center

Country Status (7)

Country Link
US (1) US5825870A (en)
EP (1) EP0908047B1 (en)
JP (1) JP3735124B2 (en)
AU (1) AU718233B2 (en)
CA (1) CA2259912C (en)
DE (1) DE69730498T2 (en)
WO (1) WO1998001987A1 (en)

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EP0908047A1 (en) 1999-04-14
DE69730498D1 (en) 2004-10-07
AU718233B2 (en) 2000-04-13
JP3735124B2 (en) 2006-01-18
DE69730498T2 (en) 2005-09-15
US5825870A (en) 1998-10-20
EP0908047A4 (en) 2001-11-28
CA2259912C (en) 2003-06-24
EP0908047B1 (en) 2004-09-01
WO1998001987A1 (en) 1998-01-15
JP2001500677A (en) 2001-01-16
AU5274398A (en) 1998-03-06

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