DE3381304D1 - Informationsverwaltungssystem fuer automatisches rufverteilungssystem. - Google Patents

Informationsverwaltungssystem fuer automatisches rufverteilungssystem.

Info

Publication number
DE3381304D1
DE3381304D1 DE8383903668T DE3381304T DE3381304D1 DE 3381304 D1 DE3381304 D1 DE 3381304D1 DE 8383903668 T DE8383903668 T DE 8383903668T DE 3381304 T DE3381304 T DE 3381304T DE 3381304 D1 DE3381304 D1 DE 3381304D1
Authority
DE
Germany
Prior art keywords
information management
automatic call
call distribution
management system
distribution system
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.)
Expired - Fee Related
Application number
DE8383903668T
Other languages
English (en)
Inventor
Earle Costello
Duane Fossett
Stephen Lane
Thomas Quin
Kimbrough Smith
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
Western Electric Co 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 Western Electric Co Inc filed Critical Western Electric Co Inc
Application granted granted Critical
Publication of DE3381304D1 publication Critical patent/DE3381304D1/de
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/0016—Arrangements providing connection between exchanges
    • H04Q3/0062—Provisions for network management
    • 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
    • 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
    • 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
    • H04M3/42—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
    • H04M3/523—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
    • 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
    • H04Q2213/13522—Indexing scheme relating to selecting arrangements in general and for multiplex systems traffic management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13525—GUI - graphical user interface, inc. for service creation
DE8383903668T 1982-10-28 1983-10-14 Informationsverwaltungssystem fuer automatisches rufverteilungssystem. Expired - Fee Related DE3381304D1 (de)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US06/437,433 US4510351A (en) 1982-10-28 1982-10-28 ACD Management information system
PCT/US1983/001594 WO1984001871A1 (en) 1982-10-28 1983-10-14 Acd management information system

Publications (1)

Publication Number Publication Date
DE3381304D1 true DE3381304D1 (de) 1990-04-12

Family

ID=23736429

Family Applications (1)

Application Number Title Priority Date Filing Date
DE8383903668T Expired - Fee Related DE3381304D1 (de) 1982-10-28 1983-10-14 Informationsverwaltungssystem fuer automatisches rufverteilungssystem.

Country Status (8)

Country Link
US (1) US4510351A (de)
EP (1) EP0125279B1 (de)
JP (1) JPS59501931A (de)
AU (1) AU545586B2 (de)
CA (1) CA1207414A (de)
DE (1) DE3381304D1 (de)
GB (2) GB2129255B (de)
WO (1) WO1984001871A1 (de)

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JPH0568140B2 (de) 1993-09-28
GB8525139D0 (en) 1985-11-13
EP0125279A4 (de) 1987-09-07
CA1207414A (en) 1986-07-08
GB2169473B (en) 1987-01-07
GB2129255B (en) 1987-01-07
GB8328506D0 (en) 1983-11-23
US4510351A (en) 1985-04-09
AU2200383A (en) 1984-05-22
EP0125279B1 (de) 1990-03-07
GB2129255A (en) 1984-05-10
GB2169473A (en) 1986-07-09
WO1984001871A1 (en) 1984-05-10
EP0125279A1 (de) 1984-11-21
AU545586B2 (en) 1985-07-18
JPS59501931A (ja) 1984-11-15

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