CA2245305A1 - Automatic call distribution based on physical location of wireless terminals - Google Patents

Automatic call distribution based on physical location of wireless terminals

Info

Publication number
CA2245305A1
CA2245305A1 CA002245305A CA2245305A CA2245305A1 CA 2245305 A1 CA2245305 A1 CA 2245305A1 CA 002245305 A CA002245305 A CA 002245305A CA 2245305 A CA2245305 A CA 2245305A CA 2245305 A1 CA2245305 A1 CA 2245305A1
Authority
CA
Canada
Prior art keywords
location
agents
switching system
telecommunication switching
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
CA002245305A
Other languages
French (fr)
Other versions
CA2245305C (en
Inventor
Gary L. Griffith
Thomas C. Hanson
Kenneth J. Roberge
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.)
Nokia of America Corp
Original Assignee
Lucent Technologies Inc
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 Lucent Technologies Inc filed Critical Lucent Technologies Inc
Publication of CA2245305A1 publication Critical patent/CA2245305A1/en
Application granted granted Critical
Publication of CA2245305C publication Critical patent/CA2245305C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/02—Services making use of location information
    • H04W4/029—Location-based management or tracking services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/02—Services making use of location information
    • 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
    • H04M2207/00—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place
    • H04M2207/18—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place wireless networks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/30—Determination of the location of a subscriber
    • 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
    • H04M3/42229—Personal communication services, i.e. services related to one subscriber independent of his terminal and/or location
    • 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
    • H04M3/5233—Operator skill based call distribution

Abstract

Providing by a telecommunication switching system an automatic call distribution function using agents having wireless terminals by determining the location of the agents, determining the agents' skills, and routing calls to agents based on their physical location and the agents' skills. The telecommunication switching system determines the location of particular agents based on information obtained from wireless base stations. In addition, the telecommunication switching system transmits to the agent, who has been selected to help, the location where the agent is to go. This notification can be done utilizing a display on the wireless terminal or by using an audio message to the agent. Also, if an individual needing help goes off hook on a special wired telephone connected to the telecommunication switching system, the telecommunication switching system determines the location of the wired telephone and selects an agent who is then directed to the location of the wired telephone.
CA002245305A 1997-09-30 1998-08-19 Automatic call distribution based on physical location of wireless terminals Expired - Fee Related CA2245305C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US08/941,792 US6272347B1 (en) 1997-09-30 1997-09-30 Automatic call distribution based on physical location of wireless terminals
US08/941,792 1997-09-30

Publications (2)

Publication Number Publication Date
CA2245305A1 true CA2245305A1 (en) 1999-03-30
CA2245305C CA2245305C (en) 2002-10-08

Family

ID=25477070

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002245305A Expired - Fee Related CA2245305C (en) 1997-09-30 1998-08-19 Automatic call distribution based on physical location of wireless terminals

Country Status (5)

Country Link
US (1) US6272347B1 (en)
EP (1) EP0905956B1 (en)
JP (1) JP3939448B2 (en)
CA (1) CA2245305C (en)
DE (1) DE69800710T2 (en)

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Also Published As

Publication number Publication date
EP0905956A2 (en) 1999-03-31
DE69800710D1 (en) 2001-05-23
CA2245305C (en) 2002-10-08
DE69800710T2 (en) 2001-11-22
US6272347B1 (en) 2001-08-07
JPH11191810A (en) 1999-07-13
EP0905956A3 (en) 1999-06-09
JP3939448B2 (en) 2007-07-04
EP0905956B1 (en) 2001-04-18

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Legal Events

Date Code Title Description
EEER Examination request
MKLA Lapsed

Effective date: 20150819

MKLA Lapsed

Effective date: 20150819