CA2181994A1 - Work at home agent acd call distribution - Google Patents

Work at home agent acd call distribution

Info

Publication number
CA2181994A1
CA2181994A1 CA2181994A CA2181994A CA2181994A1 CA 2181994 A1 CA2181994 A1 CA 2181994A1 CA 2181994 A CA2181994 A CA 2181994A CA 2181994 A CA2181994 A CA 2181994A CA 2181994 A1 CA2181994 A1 CA 2181994A1
Authority
CA
Canada
Prior art keywords
acd
remote
connections
call
home agent
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
Application number
CA2181994A
Other languages
French (fr)
Other versions
CA2181994C (en
Inventor
Paul Raymond Sand
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
Paul Raymond Sand
American Telephone And Telegraph Company
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 Paul Raymond Sand, American Telephone And Telegraph Company, At&T Corp. filed Critical Paul Raymond Sand
Publication of CA2181994A1 publication Critical patent/CA2181994A1/en
Application granted granted Critical
Publication of CA2181994C publication Critical patent/CA2181994C/en
Anticipated expiration legal-status Critical
Expired - Fee Related 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
    • H04M3/5125—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
    • H04M3/523—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
    • 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
    • H04M3/22—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
    • H04M3/5175—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

Abstract

An arrangement for providing Automatic Call Distribution (ACD) service from a mixture of local and remote agents. The remote agents (3) are connected via a voice connection to the home switch of the ACD and voice data connection to a Home Agent Server HAS (6). The HAS (6) passes call event data to Management Information System MIS
(8) of the ACD, which informs the ACD switch (1) of call events that make a remote agent available or unavailable, and passes application data to a host processor for serving the applications of the ACD. Call set-up time is reduced by establishing longer term connections between the ACD and the remote server and using these connections for a plurality of calls, such connections are established or disconnected when the traffic level suggests the desirability of having more or fewer remote servers.
Advantageously, ACD service can be provided efficiently and economically from a remote server.
CA002181994A 1994-01-31 1994-06-15 Work at home agent acd call distribution Expired - Fee Related CA2181994C (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US189,477 1988-05-02
US08/189,477 US5459780A (en) 1994-01-31 1994-01-31 Work at home agent ACD call distribution
PCT/US1994/006765 WO1995020860A1 (en) 1994-01-31 1994-06-15 Work at home agent acd call distribution

Publications (2)

Publication Number Publication Date
CA2181994A1 true CA2181994A1 (en) 1995-08-03
CA2181994C CA2181994C (en) 1999-08-31

Family

ID=22697501

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002181994A Expired - Fee Related CA2181994C (en) 1994-01-31 1994-06-15 Work at home agent acd call distribution

Country Status (6)

Country Link
US (1) US5459780A (en)
EP (1) EP0754385A4 (en)
JP (1) JPH09508508A (en)
BR (1) BR9408499A (en)
CA (1) CA2181994C (en)
WO (1) WO1995020860A1 (en)

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Also Published As

Publication number Publication date
EP0754385A4 (en) 1999-12-29
BR9408499A (en) 1997-08-26
CA2181994C (en) 1999-08-31
US5459780A (en) 1995-10-17
WO1995020860A1 (en) 1995-08-03
JPH09508508A (en) 1997-08-26
EP0754385A1 (en) 1997-01-22

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Legal Events

Date Code Title Description
EEER Examination request
MKLA Lapsed