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KR940025229A - 자동 호출 분배 서비스를 제공하는 방법 및 자동 호출 분배기의 대행인들을 서빙하는 장치 - Google Patents

자동 호출 분배 서비스를 제공하는 방법 및 자동 호출 분배기의 대행인들을 서빙하는 장치 Download PDF

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Publication number
KR940025229A
KR940025229A KR1019940008303A KR19940008303A KR940025229A KR 940025229 A KR940025229 A KR 940025229A KR 1019940008303 A KR1019940008303 A KR 1019940008303A KR 19940008303 A KR19940008303 A KR 19940008303A KR 940025229 A KR940025229 A KR 940025229A
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South Korea
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acd
agent
station
call
response
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KR1019940008303A
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KR100310545B1 (ko
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리타 오토 메리
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워너 울리치
아메리칸 텔리폰 앤드 텔레그라프 캄파니
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Publication of KR940025229A publication Critical patent/KR940025229A/ko
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Publication of KR100310545B1 publication Critical patent/KR100310545B1/ko

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    • 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

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  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Telephonic Communication Services (AREA)
  • Exchange Systems With Centralized Control (AREA)
  • Non-Silver Salt Photosensitive Materials And Non-Silver Salt Photography (AREA)
  • Detergent Compositions (AREA)
  • Emulsifying, Dispersing, Foam-Producing Or Wetting Agents (AREA)
  • Two-Way Televisions, Distribution Of Moving Picture Or The Like (AREA)
  • Computer And Data Communications (AREA)
  • Selective Calling Equipment (AREA)
  • Sub-Exchange Stations And Push- Button Telephones (AREA)

Abstract

근거리 및 원거리 대행인의 혼합 상태로부터 자동 호출 분배(ACD) 서비스를 제공하는 장치, 원거리 대행인들은 음성 연결을 통해 ACD의 가정 교환기로 연결되고 음성 데이타 연결을 통해 가정 대행인 서버(HAS)로 연결한다. HAS는 호출 사상 데이타를 ACD의 관리 정보 시스템(MIS)에 보내는데, MIS는 ACD 교환기에게 원거리 대행인을 이용 가능하게 또는 이용 불가능하게 만드는 호출 사상을 통지하며, 또한 HAS는 응용 데이타를 ACD의 응용을 서빙하는 주처리기에 보낸다. 다행히, ACD서비스는 원거리 서버로부터 효율적으로 그리고 경제적으로 제공되어질 수 있다.

Description

자동 호출 분배 서비스를 제공하는 방법 및 자동 호출 분배기의 대행인들을 서빙하는 장치
본 내용은 요부공개 건이므로 전문내용을 수록하지 않았음
제1도는 본 발명의 동작을 설명하는 블럭도.

Claims (11)

  1. 자동 호출 분배(Automatic Call Distribution; ACD) 시스템에 연결되지 않은 대행인으로부터 ACD서비스를 제공하는 방법에 있어서, 상기 ACD시스템에 의한 호출의 수신에 응답하여, 공중전화 교환망을 통해 상기 대행인을 위해 상기 착신 ACD 호출로부터 대행인 스테이션으로 오디오 연결을 설정하는 단계와; 대행인 스테이션으로부터 상기 ACD 시스템에 대행인 상태 데이타를 통신하는 가정 대행인 서버(Home Agent Server; HAS)로 데이타 연결을 설정하는 단계를 포함하는 것을 특징으로 하는 ACD 서비스를 제공하는 방법.
  2. 제1항에 있어서, 상기 데이타 연결을 통하여 상기 HAS로부터 상기 대행인 스테이션으로 응용 데이타를 제공하기 위해 상기 ACD를 서빙하는 주컴퓨터로 접근하는 단계를 더 포함하는 것을 특징으로 하는 ACD 서비스를 제공하는 방법.
  3. 제1항에 있어서, 대행인 상태 데이타를 상기 HAS로부터 관리 정보 시스템(Management Information System; MIS)으로 공급하는 단계를 더 포함하는 것을 특징으로 하는 ACD 서비스를 제공하는 방법.
  4. 제1항에 있어서, 상기 대행인 스테이션으로부터 상기 HAS로 로그 온하는 단계와; 상기 대행인으로부터 로그온의 성공적인 처리에 응답하여 상기 HAS유닛이 상기 ACD에게 상기 대행인이 로그 온되었음을 통지하는 단계를 더 포함하는 것을 특징으로 하는 ACD 서비스를 제공하는 방법.
  5. 제1항에 있어서, 상기 대행인 스테이션을 포함하는 상기 ACD의 대행인들을 위해 가용성 상태를 유지하는 단계를 더 포함하고; 오디오 연결을 설정하는 상기 단계는 상기 ACD 시스템에 의한 호출의 수신에 응답하고 상기 ACD 시스템의 대행인들의 상태 기록을 이용되는 상기 대행인 스테이션에 응답하여 수행되는 것을 특징으로 하는 ACD 서비스를 제공하는 방법.
  6. 제1항에 있어서, 상기 대행인 스테이션이 발신 호출을 만들고; 상기 대행인 스테이션이 상기 HAS 유닛에게 발신 호출이 만들어졌음을 통지하고; 상기 HAS 유닛이 상기 ACD 시스템에게 상기 대행인 스테이션이 ACD호출에 대해 이용할 수 없음을 통지하는 것을 특징으로 하는 ACD서비스를 제공하는 방법.
  7. 제1항에 있어서, 상기 대행인 스테이션이 통화중임을 나타내는 신호에 응답하여 상기 HAS 유닛이 ACD 시스템에게 상기 대행인 스테이션이 이용 불가능함을 통지하는 단계를 더 포함하는 것을 특징으로 하는 ACD 서비스를 제공하는 방법.
  8. 대행인 스테이션으로부터 데이타 메시지를 수신하는 수단과; 상기 대행인 스테이션으로부터 대행인 가용성 메시지의 수신에 응답하여 상기 ACD에게 호출을 서빙하는 상기 대행인 스테이션의 가용성을 통지하는 수단을 포함하는 것을 특징으로 하는 자동 호출 분배기(automatic call distributor; ACD)의 대행인들을 서빙(serving)하는 장치.
  9. 제8항에 있어서, 상기 대행인 스테이션으로부터 로그 온 메시지의 수신에 응답하여 상기 ACD에게 상기 대행인 스테이션이 로그 온 되었음을 통지하는 수단을 더 포함하는 것을 특징으로 하는 자동 호출 분배기의 대행인들을 서빙하는 장치.
  10. 제8항에 있어서, 상기 대행인 스테이션으로부터의 상기 대행인 스테이션이 발신 호출을 개시했음을 나타내는 메시지의 수신에 응답하여 상기 ACD에게 상기 대행인 스테이션의 비가용성을 통지하는 수단을 더 포함하는 것을 특징으로 하는 자동 호출 분배기의 대행인들을 서빙하는 장치.
  11. 제8항에 있어서, 상기 스테이션으로부터 호출 사상 메세지의 수신에 응답하여 관리 정보 시스템(management information system; MIS)에게 상기 스테이션을 위한 상기 호출 사상을 통지하는 수단을 더 포함하는 것을 특징으로 하는 자동 호출 분배기의 대행인들을 서빙하는 장치.
    ※ 참고사항 : 최초출원 내용에 의하여 공개하는 것임.
KR1019940008303A 1993-04-30 1994-04-20 자동호출분배서비스를제공하는방법및자동호출분배기의대행인들을서빙하는장치 KR100310545B1 (ko)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US08/056,232 US5392345A (en) 1993-04-30 1993-04-30 Work at home ACD agent network
US056,232 1993-04-30

Publications (2)

Publication Number Publication Date
KR940025229A true KR940025229A (ko) 1994-11-19
KR100310545B1 KR100310545B1 (ko) 2001-12-15

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KR1019940008303A KR100310545B1 (ko) 1993-04-30 1994-04-20 자동호출분배서비스를제공하는방법및자동호출분배기의대행인들을서빙하는장치

Country Status (11)

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

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EP0622938A2 (en) 1994-11-02
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US5392345A (en) 1995-02-21
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EP0622938B1 (en) 2001-06-13
ES2158879T3 (es) 2001-09-16
JP2947709B2 (ja) 1999-09-13
AU5936294A (en) 1994-11-03
CA2114272C (en) 1997-12-30
CN1100882A (zh) 1995-03-29
JPH06334748A (ja) 1994-12-02
AU662466B2 (en) 1995-08-31
DE69427424T2 (de) 2002-05-16
KR100310545B1 (ko) 2001-12-15
DE69427424D1 (de) 2001-07-19
EP0622938A3 (en) 1995-03-08

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