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ES2158879T3 - Red de agentes de acd trabajando desde casa. - Google Patents

Red de agentes de acd trabajando desde casa.

Info

Publication number
ES2158879T3
ES2158879T3 ES94302779T ES94302779T ES2158879T3 ES 2158879 T3 ES2158879 T3 ES 2158879T3 ES 94302779 T ES94302779 T ES 94302779T ES 94302779 T ES94302779 T ES 94302779T ES 2158879 T3 ES2158879 T3 ES 2158879T3
Authority
ES
Spain
Prior art keywords
acd
home
remote
service
passes
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.)
Expired - Lifetime
Application number
ES94302779T
Other languages
English (en)
Inventor
Mary Rita Otto
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.)
AT&T Corp
Original Assignee
AT&T Corp
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 AT&T Corp filed Critical AT&T Corp
Application granted granted Critical
Publication of ES2158879T3 publication Critical patent/ES2158879T3/es
Anticipated expiration legal-status Critical
Expired - Lifetime 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
    • H04M3/5232—Call distribution algorithms
    • 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
    • H04M3/42—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
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/0016—Arrangements providing connection between exchanges
    • H04Q3/0029—Provisions for intelligent networking
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/60—Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
    • H04M2203/6018—Subscriber or terminal logon/logoff
    • 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
    • H04M3/5175—Call or contact centers supervision 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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • 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
    • H04Q2213/13106—Microprocessor, CPU
    • 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
    • H04Q2213/13385—Off-net subscriber
    • 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)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Telephonic Communication Services (AREA)
  • Detergent Compositions (AREA)
  • Non-Silver Salt Photosensitive Materials And Non-Silver Salt Photography (AREA)
  • Emulsifying, Dispersing, Foam-Producing Or Wetting Agents (AREA)
  • Exchange Systems With Centralized Control (AREA)
  • Two-Way Televisions, Distribution Of Moving Picture Or The Like (AREA)
  • Sub-Exchange Stations And Push- Button Telephones (AREA)
  • Selective Calling Equipment (AREA)
  • Computer And Data Communications (AREA)

Abstract

UN MONTAJE PARA PROPORCIONAR SERVICIO DE DISTRIBUCION DE LLAMADA AUTOMATICA (ACD) DESDE UNA MEZCLA DE AGENTES LOCALES Y REMOTOS. LOS AGENTES REMOTOS (EJ. EN 3) ESTAN CONECTADOS VIA UNA CONEXION DE VOZ (2, 11) AL INTERRUPTOR DE CASA (1) DEL ACD Y CONEXION DE DATOS DE VOZ (2, 10) A UN SERVIDOR DE AGENTE EN CASA (HAS) (6). EL HAS (6) PASA DATOS DE EVENTO DE LLAMADA A UN SISTEMA DE INFORMACION DE DIRECCION (MIS) (8) DEL ACD, QUE INFORMA AL INTERRUPTOR DE ACD, DE EVENTOS DE LLAMADA QUE HACEN QUE UN AGENTE REMOTO ESTE DISPONIBLE O NO DISPONIBLE, Y PASA DATOS DE APLICACIONES A UN PROCESADOR ANFITRION (7) PARA SERVIR LAS APLICACIONES DEL ACD. VENTAJOSAMENTE, EL SERVICIO ACD PUEDE PROPORCIONARSE EFICIENTEMENTE Y ECONOMICAMENTE DESDE UN SERVIDOR REMOTO.
ES94302779T 1993-04-30 1994-04-20 Red de agentes de acd trabajando desde casa. Expired - Lifetime ES2158879T3 (es)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US08/056,232 US5392345A (en) 1993-04-30 1993-04-30 Work at home ACD agent network

Publications (1)

Publication Number Publication Date
ES2158879T3 true ES2158879T3 (es) 2001-09-16

Family

ID=22003062

Family Applications (1)

Application Number Title Priority Date Filing Date
ES94302779T Expired - Lifetime ES2158879T3 (es) 1993-04-30 1994-04-20 Red de agentes de acd trabajando desde casa.

Country Status (11)

Country Link
US (1) US5392345A (es)
EP (1) EP0622938B1 (es)
JP (1) JP2947709B2 (es)
KR (1) KR100310545B1 (es)
CN (1) CN1100882A (es)
AT (1) ATE202249T1 (es)
AU (1) AU662466B2 (es)
CA (1) CA2114272C (es)
DE (1) DE69427424T2 (es)
ES (1) ES2158879T3 (es)
TW (1) TW218944B (es)

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Also Published As

Publication number Publication date
AU5936294A (en) 1994-11-03
US5392345A (en) 1995-02-21
AU662466B2 (en) 1995-08-31
ATE202249T1 (de) 2001-06-15
CN1100882A (zh) 1995-03-29
CA2114272A1 (en) 1994-10-31
EP0622938A3 (en) 1995-03-08
KR100310545B1 (ko) 2001-12-15
KR940025229A (ko) 1994-11-19
DE69427424D1 (de) 2001-07-19
JPH06334748A (ja) 1994-12-02
DE69427424T2 (de) 2002-05-16
TW218944B (en) 1994-01-11
CA2114272C (en) 1997-12-30
JP2947709B2 (ja) 1999-09-13
EP0622938B1 (en) 2001-06-13
EP0622938A2 (en) 1994-11-02

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