WO1998044714A1 - Multimedia telecommunication automatic call distribution system - Google Patents
Multimedia telecommunication automatic call distribution system Download PDFInfo
- Publication number
- WO1998044714A1 WO1998044714A1 PCT/US1998/005984 US9805984W WO9844714A1 WO 1998044714 A1 WO1998044714 A1 WO 1998044714A1 US 9805984 W US9805984 W US 9805984W WO 9844714 A1 WO9844714 A1 WO 9844714A1
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- multimedia
- call
- caller
- distribution center
- data
- Prior art date
Links
Classifications
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- 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
- H04M7/003—Click to dial services
-
- 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
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
-
- 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
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/0024—Services and arrangements where telephone services are combined with data services
- H04M7/0027—Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
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- 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
- H04N7/147—Communication arrangements, e.g. identifying the communication as a video-communication, intermediate storage of the signals
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/50—Telephonic communication in combination with video communication
-
- 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
- H04M3/38—Graded-service arrangements, i.e. some subscribers prevented from establishing certain connections
- H04M3/382—Graded-service arrangements, i.e. some subscribers prevented from establishing certain connections using authorisation codes or passwords
-
- 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
- H04M3/42323—PBX's with CTI 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
- H04M3/50—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
- H04M3/5183—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
- H04M3/50—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
- H04M3/5232—Call distribution algorithms
- H04M3/5233—Operator skill based call distribution
-
- 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
- H04M3/5232—Call distribution algorithms
- H04M3/5235—Dependent on call type or called number [DNIS]
-
- 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
- H04M3/5237—Interconnection arrangements between ACD 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
- H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
- H04M3/5307—Centralised arrangements for recording incoming messages, i.e. mailbox systems for recording messages comprising any combination of audio and non-audio components
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/0003—Interconnection between telephone networks and data networks
- H04M7/0006—Interconnection between telephone networks and data networks where voice calls cross both networks
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- General Engineering & Computer Science (AREA)
- Multimedia (AREA)
- Telephonic Communication Services (AREA)
- Data Exchanges In Wide-Area Networks (AREA)
- Accommodation For Nursing Or Treatment Tables (AREA)
Abstract
Description
Claims
Priority Applications (6)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
AU65873/98A AU744357B2 (en) | 1997-04-01 | 1998-03-26 | Multimedia telecommunication automatic call distribution system |
JP54180898A JP4804600B2 (en) | 1997-04-01 | 1998-03-26 | Multimedia telecommunications automatic call distribution system |
CA002285905A CA2285905C (en) | 1997-04-01 | 1998-03-26 | Multimedia telecommunication automatic call distribution system |
EP98912069A EP0976237B1 (en) | 1997-04-01 | 1998-03-26 | Multimedia telecommunication automatic call distribution system |
AT98912069T ATE509466T1 (en) | 1997-04-01 | 1998-03-26 | AUTOMATIC CALL DISTRIBUTION SYSTEM FOR MULTIMEDIA COMMUNICATIONS |
HK00104801.1A HK1026793A1 (en) | 1997-04-01 | 2000-08-01 | Multimedia telecommunication automatic call distribution system |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US08/825,635 US6046762A (en) | 1997-04-01 | 1997-04-01 | Multimedia telecommunication automatic call distribution system |
US08/825,635 | 1997-04-01 |
Publications (1)
Publication Number | Publication Date |
---|---|
WO1998044714A1 true WO1998044714A1 (en) | 1998-10-08 |
Family
ID=25244541
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/US1998/005984 WO1998044714A1 (en) | 1997-04-01 | 1998-03-26 | Multimedia telecommunication automatic call distribution system |
Country Status (8)
Country | Link |
---|---|
US (1) | US6046762A (en) |
EP (2) | EP2375717A1 (en) |
JP (3) | JP4804600B2 (en) |
AT (1) | ATE509466T1 (en) |
AU (1) | AU744357B2 (en) |
CA (1) | CA2285905C (en) |
HK (1) | HK1026793A1 (en) |
WO (1) | WO1998044714A1 (en) |
Cited By (22)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
FR2786348A1 (en) * | 1998-11-23 | 2000-05-26 | France Telecom | MULTIMEDIA DATA TRANSMISSION SYSTEM |
JP2000148677A (en) * | 1998-11-13 | 2000-05-30 | Internatl Business Mach Corp <Ibm> | Communication method, communication system and recording medium storing software product for controlling communication |
EP1026860A2 (en) * | 1999-01-15 | 2000-08-09 | Siemens Information and Communication Networks Inc. | Call queuing in an IP telephony system |
JP2000244568A (en) * | 1999-02-23 | 2000-09-08 | Hitachi Ltd | Multimedia call distribution system |
JP2002300304A (en) * | 2001-03-30 | 2002-10-11 | Tricore International Inc | Internet phone consultation service system |
EP1249109A1 (en) * | 1999-12-10 | 2002-10-16 | Cosmocom Inc. | Multimedia telecommunication automatic call distribution system |
US7519665B1 (en) | 2000-03-30 | 2009-04-14 | Fujitsu Limited | Multi-channel processing control device and multi-channel processing control method |
WO2011158078A1 (en) * | 2010-06-15 | 2011-12-22 | Whisbi Technologies, S.L. | System and procedure for commercial communications |
WO2012084020A1 (en) * | 2010-12-21 | 2012-06-28 | Turkiye Is Bankasi A.S. | A remote banking system and method thereof |
US8971216B2 (en) | 1998-09-11 | 2015-03-03 | Alcatel Lucent | Method for routing transactions between internal and external partners in a communication center |
US9002920B2 (en) | 1998-09-11 | 2015-04-07 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
US9008075B2 (en) | 2005-12-22 | 2015-04-14 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
WO2015057937A1 (en) * | 2013-10-16 | 2015-04-23 | Tpusa, Inc. | Method and system for implementing video two factor authentication |
USRE45583E1 (en) | 1999-12-01 | 2015-06-23 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network |
USRE45606E1 (en) | 1997-02-10 | 2015-07-07 | Genesys Telecommunications Laboratories, Inc. | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
USRE46060E1 (en) | 1997-02-10 | 2016-07-05 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
USRE46153E1 (en) | 1998-09-11 | 2016-09-20 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment |
US9516171B2 (en) | 1997-02-10 | 2016-12-06 | Genesys Telecommunications Laboratories, Inc. | Personal desktop router |
US9553755B2 (en) | 1998-02-17 | 2017-01-24 | Genesys Telecommunications Laboratories, Inc. | Method for implementing and executing communication center routing strategies represented in extensible markup language |
USRE46438E1 (en) | 1999-09-24 | 2017-06-13 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
USRE46528E1 (en) | 1997-11-14 | 2017-08-29 | Genesys Telecommunications Laboratories, Inc. | Implementation of call-center outbound dialing capability at a telephony network level |
US11615423B2 (en) | 2015-07-14 | 2023-03-28 | Ujet Inc. | Customer communication system including service pipeline |
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US6750902B1 (en) | 1996-02-13 | 2004-06-15 | Fotonation Holdings Llc | Camera network communication device |
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US5970124A (en) * | 1996-06-05 | 1999-10-19 | Voice Fx Corporation | Sponsored information distribution method and apparatus |
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Also Published As
Publication number | Publication date |
---|---|
US6046762A (en) | 2000-04-04 |
EP0976237A4 (en) | 2004-09-22 |
AU6587398A (en) | 1998-10-22 |
JP4297881B2 (en) | 2009-07-15 |
JP2007221834A (en) | 2007-08-30 |
JP4804600B2 (en) | 2011-11-02 |
CA2285905C (en) | 2007-03-13 |
JP2005245022A (en) | 2005-09-08 |
JP4854594B2 (en) | 2012-01-18 |
EP0976237A1 (en) | 2000-02-02 |
EP2375717A1 (en) | 2011-10-12 |
ATE509466T1 (en) | 2011-05-15 |
CA2285905A1 (en) | 1998-10-08 |
AU744357B2 (en) | 2002-02-21 |
JP2001519101A (en) | 2001-10-16 |
HK1026793A1 (en) | 2000-12-22 |
EP0976237B1 (en) | 2011-05-11 |
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