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WO1995008236A3 - Telephone call center - Google Patents

Telephone call center Download PDF

Info

Publication number
WO1995008236A3
WO1995008236A3 PCT/US1994/010516 US9410516W WO9508236A3 WO 1995008236 A3 WO1995008236 A3 WO 1995008236A3 US 9410516 W US9410516 W US 9410516W WO 9508236 A3 WO9508236 A3 WO 9508236A3
Authority
WO
WIPO (PCT)
Prior art keywords
outbound
calls
agent
telephone
agents
Prior art date
Application number
PCT/US1994/010516
Other languages
French (fr)
Other versions
WO1995008236A2 (en
Inventor
Danny Ramot
Jeffrey L Blamey
Original Assignee
Executone Inf Sys Inc
Danny Ramot
Jeffrey L Blamey
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 Executone Inf Sys Inc, Danny Ramot, Jeffrey L Blamey filed Critical Executone Inf Sys Inc
Priority to CA002171937A priority Critical patent/CA2171937C/en
Priority to AU77306/94A priority patent/AU7730694A/en
Publication of WO1995008236A2 publication Critical patent/WO1995008236A2/en
Publication of WO1995008236A3 publication Critical patent/WO1995008236A3/en

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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • 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
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/38—Displays
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2281—Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
    • 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

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

A telephone system provides dynamic inbound/outbound call management for a telemarketing campaign to automatically initiate outbound telephone calls for outbound agents, with outbound agents redesignated as inbound agents to answer inbound calls as needed according to at least one threshold of number or duration of waiting calls or number or duration of waiting inbound agents. Each agent's work area (35) includes a telephone station (40) having a display (30) and an input device (32). The telephone stations (40) are coupled to a server (20) via a network, and the telephone system includes appointment and calendar functions with pop-up menus. The server (20) is also coupled to an automatic dialer (50) and to a private branch exchange (60). When the server (20) assigns an outbound call to an outbound agent, the server sends information about the party called to the outbound agent's telephone station for display simultaneous with connecting the called party to the outbound agent. The telephone system allows each agent to control all telephone functions through the telephone station using the display (30) and input device (32). Each agent may dial and control additional calls using the input device (32), including central office calls, intercom calls and paging. As each outbound call is initiated or completed, system parameters are adjusted to maintain a predetermined minimum number of busy outbound agents. The adjustments also maintain the percentage of unattended outbound calls for which no outbound agent is available.
PCT/US1994/010516 1993-09-17 1994-09-16 Telephone call center WO1995008236A2 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
CA002171937A CA2171937C (en) 1993-09-17 1994-09-16 Apparatus and method for dynamic inbound/outbound call management and for scheduling appointments
AU77306/94A AU7730694A (en) 1993-09-17 1994-09-16 Apparatus and method for dynamic inbound/outbound call management and for scheduling appointments

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US12330993A 1993-09-17 1993-09-17
US08/123,309 1993-09-17

Publications (2)

Publication Number Publication Date
WO1995008236A2 WO1995008236A2 (en) 1995-03-23
WO1995008236A3 true WO1995008236A3 (en) 1995-05-26

Family

ID=22407902

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US1994/010516 WO1995008236A2 (en) 1993-09-17 1994-09-16 Telephone call center

Country Status (3)

Country Link
AU (1) AU7730694A (en)
CA (1) CA2171937C (en)
WO (1) WO1995008236A2 (en)

Families Citing this family (14)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB2315635B (en) 1996-07-19 2000-10-11 Ericsson Telefon Ab L M Dynamic load limiting
US6104802A (en) 1997-02-10 2000-08-15 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
US7031442B1 (en) 1997-02-10 2006-04-18 Genesys Telecommunications Laboratories, Inc. Methods and apparatus for personal routing in computer-simulated telephony
US6480600B1 (en) 1997-02-10 2002-11-12 Genesys Telecommunications Laboratories, Inc. Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
US6711611B2 (en) 1998-09-11 2004-03-23 Genesis Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
US6985943B2 (en) 1998-09-11 2006-01-10 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
USRE46528E1 (en) 1997-11-14 2017-08-29 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level
US7907598B2 (en) 1998-02-17 2011-03-15 Genesys Telecommunication Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
US6449358B1 (en) * 1998-02-17 2002-09-10 Genesys Telecommunications Laboratories, Inc. Method for predicting and managing call load by determining the optimum frequency of outbound call generation during an out-bound calling campaign from a call center
US6332154B2 (en) 1998-09-11 2001-12-18 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
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
US7929978B2 (en) 1999-12-01 2011-04-19 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network
JP3535068B2 (en) * 2000-03-30 2004-06-07 富士通株式会社 Multi-channel processing control apparatus and multi-channel processing control method
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance

Citations (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4881261A (en) * 1988-06-29 1989-11-14 Rockwell International Corporation Method for predictive pacing of calls in a calling system
EP0460816A2 (en) * 1990-06-05 1991-12-11 Inventions, Inc. Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls
US5113380A (en) * 1989-08-24 1992-05-12 Levine Alfred B Multiple option electronic scheduler and rescheduler
US5210789A (en) * 1991-06-28 1993-05-11 International Telecharge, Inc. Interactive telephone operator terminal
EP0551715A2 (en) * 1992-01-13 1993-07-21 Intervoice, Inc. System and method for controlling outbound and inbound calls in a telephone communication system
WO1994009585A1 (en) * 1992-10-21 1994-04-28 Digital Systems International, Inc. Integrated intelligent call blending
US5341412A (en) * 1991-10-10 1994-08-23 Executone Information Systems, Inc. Apparatus and a method for predictive call dialing

Patent Citations (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4881261A (en) * 1988-06-29 1989-11-14 Rockwell International Corporation Method for predictive pacing of calls in a calling system
US5113380A (en) * 1989-08-24 1992-05-12 Levine Alfred B Multiple option electronic scheduler and rescheduler
EP0460816A2 (en) * 1990-06-05 1991-12-11 Inventions, Inc. Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls
US5210789A (en) * 1991-06-28 1993-05-11 International Telecharge, Inc. Interactive telephone operator terminal
US5341412A (en) * 1991-10-10 1994-08-23 Executone Information Systems, Inc. Apparatus and a method for predictive call dialing
EP0551715A2 (en) * 1992-01-13 1993-07-21 Intervoice, Inc. System and method for controlling outbound and inbound calls in a telephone communication system
WO1994009585A1 (en) * 1992-10-21 1994-04-28 Digital Systems International, Inc. Integrated intelligent call blending

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
C.E.YATES: "TELEMARKETING AND TECHNOLOGY: PERFECT BUSINESS PARTNERS", AT & T TECHNOLOGY, vol. 2, no. 3, 1987, SHORT HILLS, NEW JERSEY US, pages 48 - 55 *

Also Published As

Publication number Publication date
CA2171937C (en) 2006-08-15
CA2171937A1 (en) 1995-03-23
WO1995008236A2 (en) 1995-03-23
AU7730694A (en) 1995-04-03

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