DE69833285D1 - Gerät und Verfahren zur Verbesserung der Anrufleitweglenkung nach und innerhalb von Anrufzentralen - Google Patents

Gerät und Verfahren zur Verbesserung der Anrufleitweglenkung nach und innerhalb von Anrufzentralen

Info

Publication number
DE69833285D1
DE69833285D1 DE69833285T DE69833285T DE69833285D1 DE 69833285 D1 DE69833285 D1 DE 69833285D1 DE 69833285 T DE69833285 T DE 69833285T DE 69833285 T DE69833285 T DE 69833285T DE 69833285 D1 DE69833285 D1 DE 69833285D1
Authority
DE
Germany
Prior art keywords
routing
performance
degradation
call
system condition
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 - Lifetime
Application number
DE69833285T
Other languages
English (en)
Other versions
DE69833285T2 (de
Inventor
Alec Miloslavsky
Douglas Gisby
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.)
Genesys Cloud Services Inc
Original Assignee
Genesys Telecommunications Laboratories 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 Genesys Telecommunications Laboratories Inc filed Critical Genesys Telecommunications Laboratories Inc
Publication of DE69833285D1 publication Critical patent/DE69833285D1/de
Application granted granted Critical
Publication of DE69833285T2 publication Critical patent/DE69833285T2/de
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00Data switching networks
    • H04L12/64Hybrid switching systems
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066Session management
    • H04L65/1101Session protocols
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/40Support for services or applications
    • H04L65/401Support for services or applications wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00Network arrangements or protocols for supporting network services or applications
    • H04L67/2866Architectures; Arrangements
    • H04L67/30Profiles
    • H04L67/306User profiles
    • HELECTRICITY
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    • H04L67/00Network arrangements or protocols for supporting network services or applications
    • H04L67/50Network services
    • H04L67/60Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources
    • H04L67/63Routing a service request depending on the request content or context
    • HELECTRICITY
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    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183Call or contact centers with computer-telephony arrangements
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    • HELECTRICITY
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    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
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    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
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    • H04L69/00Network arrangements, protocols or services independent of the application payload and not provided for in the other groups of this subclass
    • H04L69/30Definitions, standards or architectural aspects of layered protocol stacks
    • H04L69/32Architecture of open systems interconnection [OSI] 7-layer type protocol stacks, e.g. the interfaces between the data link level and the physical level
    • H04L69/322Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions
    • H04L69/329Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions in the application layer [OSI layer 7]
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2203/00Aspects of automatic or semi-automatic exchanges
    • H04M2203/55Aspects of automatic or semi-automatic exchanges related to network data storage and management
    • H04M2203/551Call history
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2207/00Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place
    • H04M2207/12Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place intelligent networks
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/08Indicating faults in circuits or apparatus
    • H04M3/12Marking faulty circuits "busy"; Enabling equipment to disengage itself from faulty circuits ; Using redundant circuits; Response of a circuit, apparatus or system to an error
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/22Arrangements for supervision, monitoring or testing
    • H04M3/36Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/22Arrangements for supervision, monitoring or testing
    • H04M3/36Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • H04M3/367Traffic or load control
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/42314Systems providing special services or facilities to subscribers in private branch exchanges
    • H04M3/42323PBX's with CTI arrangements
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    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
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    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183Call or contact centers with computer-telephony arrangements
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232Call distribution algorithms
    • H04M3/5236Sequential or circular distribution
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
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    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5238Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements
    • HELECTRICITY
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    • H04M7/006Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
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DE1998633285 1997-09-12 1998-09-09 Gerät und Verfahren zur Verbesserung der Anrufleitweglenkung nach und innerhalb von Anrufzentralen Expired - Lifetime DE69833285T2 (de)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US928410 1997-09-12
US08/928,410 US6064667A (en) 1997-02-10 1997-09-12 Apparatus and methods enhancing call routing to and within call centers

Publications (2)

Publication Number Publication Date
DE69833285D1 true DE69833285D1 (de) 2006-04-13
DE69833285T2 DE69833285T2 (de) 2006-09-14

Family

ID=25456200

Family Applications (4)

Application Number Title Priority Date Filing Date
DE1998633394 Expired - Lifetime DE69833394T2 (de) 1997-09-12 1998-09-09 Gerät und Verfahren zur Verbesserung der Anrufleitweglenkung nach und innerhalb von Anrufzentralen
DE1998633462 Expired - Lifetime DE69833462T2 (de) 1997-09-12 1998-09-09 Vorrichtung und Verfahren zur Verbesserung der Ruflenkung zu und innerhalb von Anrufzentralen
DE1998633285 Expired - Lifetime DE69833285T2 (de) 1997-09-12 1998-09-09 Gerät und Verfahren zur Verbesserung der Anrufleitweglenkung nach und innerhalb von Anrufzentralen
DE69840180T Expired - Lifetime DE69840180D1 (de) 1997-09-12 1998-09-09 Gerät und Verfahren zur Verbesserung der Anrufleitweglenkung nach und in Anrufzentralen

Family Applications Before (2)

Application Number Title Priority Date Filing Date
DE1998633394 Expired - Lifetime DE69833394T2 (de) 1997-09-12 1998-09-09 Gerät und Verfahren zur Verbesserung der Anrufleitweglenkung nach und innerhalb von Anrufzentralen
DE1998633462 Expired - Lifetime DE69833462T2 (de) 1997-09-12 1998-09-09 Vorrichtung und Verfahren zur Verbesserung der Ruflenkung zu und innerhalb von Anrufzentralen

Family Applications After (1)

Application Number Title Priority Date Filing Date
DE69840180T Expired - Lifetime DE69840180D1 (de) 1997-09-12 1998-09-09 Gerät und Verfahren zur Verbesserung der Anrufleitweglenkung nach und in Anrufzentralen

Country Status (9)

Country Link
US (10) US6064667A (de)
EP (5) EP1357729B1 (de)
JP (1) JP2001516993A (de)
AT (4) ATE316736T1 (de)
AU (1) AU735134B2 (de)
CA (1) CA2302680C (de)
DE (4) DE69833394T2 (de)
ES (3) ES2255657T3 (de)
WO (1) WO1999013635A1 (de)

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EP1377001B1 (de) 2006-02-15
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US6175563B1 (en) 2001-01-16
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US6011792A (en) 2000-01-04
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CA2302680A1 (en) 1999-03-18
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