CA2259912A1 - Methods and apparatus for implementing a network call center - Google Patents
Methods and apparatus for implementing a network call centerInfo
- 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
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N7/00—Television systems
- H04N7/14—Systems for two-way working
- H04N7/15—Conference 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
-
- 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
- H04M3/5158—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
- 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
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N7/00—Television systems
- H04N7/14—Systems for two-way working
- H04N7/141—Systems for two-way working between two video terminals, e.g. videophone
- H04N7/148—Interfacing a video terminal to a particular transmission medium, e.g. ISDN
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2242/00—Special services or facilities
- H04M2242/22—Automatic class or number identification 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
- H04M3/42025—Calling or Called party identification service
- H04M3/42034—Calling party identification service
- H04M3/42059—Making use of the calling party identifier
-
- 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
- H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
-
- 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
- H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
- H04M3/42323—PBX's with CTI arrangements
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/0024—Services and arrangements where telephone services are combined with data services
- H04M7/0033—Notification or handling of incoming calls by a computer
-
- 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
- H04Q2213/13103—Memory
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13385—Off-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.
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) |
Families Citing this family (91)
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-
1996
- 1996-07-09 US US08/677,204 patent/US5825870A/en not_active Expired - Lifetime
-
1997
- 1997-07-09 CA CA002259912A patent/CA2259912C/en not_active Expired - Fee Related
- 1997-07-09 EP EP97933327A patent/EP0908047B1/en not_active Expired - Lifetime
- 1997-07-09 AU AU52743/98A patent/AU718233B2/en not_active Expired
- 1997-07-09 DE DE69730498T patent/DE69730498T2/en not_active Expired - Lifetime
- 1997-07-09 WO PCT/US1997/011881 patent/WO1998001987A1/en active IP Right Grant
- 1997-07-09 JP JP50533598A patent/JP3735124B2/en not_active Expired - Lifetime
Also Published As
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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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