CA2184211A1 - Completion of Calls to a Preferred Agent in an Automatic Call Distributor - Google Patents

Completion of Calls to a Preferred Agent in an Automatic Call Distributor

Info

Publication number
CA2184211A1
CA2184211A1 CA2184211A CA2184211A CA2184211A1 CA 2184211 A1 CA2184211 A1 CA 2184211A1 CA 2184211 A CA2184211 A CA 2184211A CA 2184211 A CA2184211 A CA 2184211A CA 2184211 A1 CA2184211 A1 CA 2184211A1
Authority
CA
Canada
Prior art keywords
agent
transaction
acd
calls
callers
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
CA2184211A
Other languages
French (fr)
Other versions
CA2184211C (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
Publication of CA2184211A1 publication Critical patent/CA2184211A1/en
Application granted granted Critical
Publication of CA2184211C publication Critical patent/CA2184211C/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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/55—Aspects of automatic or semi-automatic exchanges related to network data storage and management
    • H04M2203/551—Call history
    • 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
    • H04M3/42—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

Landscapes

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

Abstract

This invention relates to methods and apparatus for completing calls to selected agents of an ACD (Automatic Call Distributor). In accordance with this invention, callers to the ACD are frequently assigned a preferred agent for handling their transactions. When these callers call the basic number of the ACD, they are identified and routed preferably, to the preferred agent if that agent is logged on. If the callers have not completed a transaction, the agent who is serving a call for that transaction provides a transaction number to the caller and the caller subsequently is connected to the agent associated with that transaction number. Advantageously, callers can normally be served by the same agent while still having the advantage of having their calls queued to any available agent of the ACD if the preferred agent for handling a caller or handling a transaction is not available.
CA002184211A 1995-10-16 1996-08-27 Completion of calls to a preferred agent in an automatic call distributor Expired - Fee Related CA2184211C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US08/543,539 US5703943A (en) 1995-10-16 1995-10-16 Completion of calls to a preferred agent in an automatic call distributor
US543,539 1995-10-16

Publications (2)

Publication Number Publication Date
CA2184211A1 true CA2184211A1 (en) 1997-04-17
CA2184211C CA2184211C (en) 2000-06-27

Family

ID=24168462

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002184211A Expired - Fee Related CA2184211C (en) 1995-10-16 1996-08-27 Completion of calls to a preferred agent in an automatic call distributor

Country Status (3)

Country Link
US (1) US5703943A (en)
EP (1) EP0768788A2 (en)
CA (1) CA2184211C (en)

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US5703943A (en) 1997-12-30
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