WO2004100427A3 - Method and system for automatic contact distribution utilizing presence detection - Google Patents

Method and system for automatic contact distribution utilizing presence detection Download PDF

Info

Publication number
WO2004100427A3
WO2004100427A3 PCT/US2004/013026 US2004013026W WO2004100427A3 WO 2004100427 A3 WO2004100427 A3 WO 2004100427A3 US 2004013026 W US2004013026 W US 2004013026W WO 2004100427 A3 WO2004100427 A3 WO 2004100427A3
Authority
WO
WIPO (PCT)
Prior art keywords
agent
state
presence detection
automatic contact
contact distribution
Prior art date
Application number
PCT/US2004/013026
Other languages
French (fr)
Other versions
WO2004100427A2 (en
Inventor
Shmuel Shaffer
Joseph F Khouri
Original Assignee
Cisco Tech 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 Cisco Tech Inc filed Critical Cisco Tech Inc
Priority to CA2519549A priority Critical patent/CA2519549C/en
Priority to EP04750776A priority patent/EP1620982B1/en
Priority to CN2004800116093A priority patent/CN101208941B/en
Priority to AU2004237681A priority patent/AU2004237681B2/en
Publication of WO2004100427A2 publication Critical patent/WO2004100427A2/en
Publication of WO2004100427A3 publication Critical patent/WO2004100427A3/en

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
    • H04M3/523—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
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1083—In-session procedures
    • H04L65/1094—Inter-user-equipment sessions transfer or sharing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1096—Supplementary features, e.g. call forwarding or call holding
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/50—Network services
    • H04L67/54—Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
    • 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
    • H04M3/42365—Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
    • 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
    • H04M2207/20—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place hybrid systems
    • H04M2207/203—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place hybrid systems composed of PSTN and data network, e.g. the Internet

Abstract

A method for automatic contact distribution includes receiving a contact for connection with an agent and distributing the contact to a first agent. The method includes automatically transferring the first agent from a ready state to a second state if the first agent does not answer the contact and detecting the presence of the first agent at a device associated with the first agent when the first agent is in the second state. The method may include transferring the first agent from the second state to the ready state after detecting the presence of the first agent at a device associated with the first agent. The second state may comprises a system initiated not ready (SINR) state.
PCT/US2004/013026 2003-05-02 2004-04-27 Method and system for automatic contact distribution utilizing presence detection WO2004100427A2 (en)

Priority Applications (4)

Application Number Priority Date Filing Date Title
CA2519549A CA2519549C (en) 2003-05-02 2004-04-27 Method and system for automatic contact distribution utilizing presence detection
EP04750776A EP1620982B1 (en) 2003-05-02 2004-04-27 Method and system for automatic contact distribution utilizing presence detection
CN2004800116093A CN101208941B (en) 2003-05-02 2004-04-27 Method and system for automatic contact distribution utilizing presence detection
AU2004237681A AU2004237681B2 (en) 2003-05-02 2004-04-27 Method and system for automatic contact distribution utilizing presence detection

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US10/428,401 US6934380B2 (en) 2003-05-02 2003-05-02 Method and system for automatic contact distribution utilizing presence detection
US10/428,401 2003-05-02

Publications (2)

Publication Number Publication Date
WO2004100427A2 WO2004100427A2 (en) 2004-11-18
WO2004100427A3 true WO2004100427A3 (en) 2007-12-06

Family

ID=33310396

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2004/013026 WO2004100427A2 (en) 2003-05-02 2004-04-27 Method and system for automatic contact distribution utilizing presence detection

Country Status (6)

Country Link
US (1) US6934380B2 (en)
EP (1) EP1620982B1 (en)
CN (1) CN101208941B (en)
AU (1) AU2004237681B2 (en)
CA (1) CA2519549C (en)
WO (1) WO2004100427A2 (en)

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DE60312174T2 (en) * 2003-11-27 2007-11-15 Alcatel Lucent Number portability in "Voice over IP" networks
US7864945B2 (en) * 2004-11-30 2011-01-04 Aspect Software, Inc. Method for detecting availability of non-traditional agent
US8537997B2 (en) 2005-07-27 2013-09-17 Cisco Technology, Inc. RFID for available resources not connected to the network
US8438235B2 (en) * 2005-08-25 2013-05-07 Cisco Technology, Inc. Techniques for integrating instant messaging with telephonic communication
US8478859B2 (en) 2006-03-22 2013-07-02 Cisco Technology, Inc. Providing an aggregate reachability status
US9577843B2 (en) * 2006-12-18 2017-02-21 Paypal, Inc. Method and system to route a VoIP call to a representative at a provider's site
US8320545B2 (en) 2007-07-06 2012-11-27 Cisco Technology, Inc. System, method, and logic for determining presence status according to the location of endpoints
US8364826B2 (en) * 2009-01-02 2013-01-29 International Business Machines Corporation Programmatic message forwarding
US8898157B2 (en) 2011-07-25 2014-11-25 Path, Inc. Systems and methods for providing search relevancy in communication initiation searches
US10460290B2 (en) * 2011-09-12 2019-10-29 Path Mobile Inc Pte. Ltd. System and method for establishing presence in a brokered chat system
WO2013040037A1 (en) 2011-09-12 2013-03-21 Talkto, Inc. Multi-user communication system and method
US11057339B1 (en) * 2014-01-27 2021-07-06 Phone2Action, Inc. Systems and methods for providing an online platform for facilitating a communication connection between an individual and an elected official
US10616345B1 (en) 2016-08-26 2020-04-07 Noble Systems Corporation Communication management system for supporting multiple agent communication sessions in a contact center
US10447853B1 (en) 2016-12-29 2019-10-15 Noble Systems Corporation Graphical user interface for managing multiple agent communication sessions in a contact center
US10033870B1 (en) 2017-04-12 2018-07-24 Noble Systems Corporation Agent interaction with a party using multiple channels of communication
US10523816B1 (en) * 2017-10-24 2019-12-31 Noble Systems Corporation Transferring an interaction between an agent at a contact center and a party from a first channel of communication to a second channel of communication
US11917032B2 (en) 2019-08-07 2024-02-27 Mo-Dv, Inc. Content delivery system
US11445067B1 (en) * 2021-07-30 2022-09-13 Zoom Video Communications, Inc. Controlled incoming query distribution based on skip criteria
US11637931B2 (en) 2021-07-30 2023-04-25 Zoom Video Communications, Inc. Incoming query distribution using parallel processing

Citations (7)

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Publication number Priority date Publication date Assignee Title
US4694483A (en) * 1986-06-02 1987-09-15 Innings Telecom Inc. Computerized system for routing incoming telephone calls to a plurality of agent positions
US5499291A (en) * 1993-01-14 1996-03-12 At&T Corp. Arrangement for automating call-center agent-schedule-notification and schedule-adherence functions
US5526416A (en) * 1992-11-16 1996-06-11 Dezonno; Anthony J. Automatic call distribution system with an ISDN compatible call connection system and method
US5724420A (en) * 1994-09-28 1998-03-03 Rockwell International Corporation Automatic call distribution with answer machine detection apparatus and method
US5991645A (en) * 1992-03-02 1999-11-23 Gn Netcom, Inc. Wireless telephone headset system with automatic log on/log off detection
US6266666B1 (en) * 1997-09-08 2001-07-24 Sybase, Inc. Component transaction server for developing and deploying transaction- intensive business applications
US6295354B1 (en) * 1998-06-26 2001-09-25 Rockwell Semiconductor Systems, Inc. Method for incoming call answering for automatic call distributors

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US4451705A (en) * 1982-05-28 1984-05-29 Bell Telephone Laboratories, Incorporated Call completion circuit and method
US6330325B1 (en) * 1997-03-31 2001-12-11 Gn Netcom, Inc. Automatic log-off signaling for telephone systems
US6546097B1 (en) 1999-05-13 2003-04-08 Rockwell Electronic Commerce Corp. Automatic call distribution system with signal generator and method
AU771695B2 (en) * 1999-05-24 2004-04-01 Mci Worldcom, Inc. Enterprise contact server with enhanced routing features
US6856680B2 (en) * 2001-09-24 2005-02-15 Rockwell Electronic Commerce Technologies, Llc Contact center autopilot algorithms
US6801618B2 (en) * 2002-02-08 2004-10-05 Etalk Corporation System and method for implementing recording plans using a session manager
JP3698698B2 (en) * 2002-02-26 2005-09-21 富士通株式会社 Establishing calls on intranets and external networks via DMZ

Patent Citations (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4694483A (en) * 1986-06-02 1987-09-15 Innings Telecom Inc. Computerized system for routing incoming telephone calls to a plurality of agent positions
US5991645A (en) * 1992-03-02 1999-11-23 Gn Netcom, Inc. Wireless telephone headset system with automatic log on/log off detection
US5526416A (en) * 1992-11-16 1996-06-11 Dezonno; Anthony J. Automatic call distribution system with an ISDN compatible call connection system and method
US5499291A (en) * 1993-01-14 1996-03-12 At&T Corp. Arrangement for automating call-center agent-schedule-notification and schedule-adherence functions
US5724420A (en) * 1994-09-28 1998-03-03 Rockwell International Corporation Automatic call distribution with answer machine detection apparatus and method
US6266666B1 (en) * 1997-09-08 2001-07-24 Sybase, Inc. Component transaction server for developing and deploying transaction- intensive business applications
US6295354B1 (en) * 1998-06-26 2001-09-25 Rockwell Semiconductor Systems, Inc. Method for incoming call answering for automatic call distributors

Also Published As

Publication number Publication date
EP1620982B1 (en) 2013-03-06
EP1620982A4 (en) 2011-10-26
CA2519549C (en) 2010-09-07
CN101208941B (en) 2011-05-11
AU2004237681B2 (en) 2008-07-17
EP1620982A2 (en) 2006-02-01
US6934380B2 (en) 2005-08-23
CN101208941A (en) 2008-06-25
AU2004237681A1 (en) 2004-11-18
US20040218749A1 (en) 2004-11-04
WO2004100427A2 (en) 2004-11-18
CA2519549A1 (en) 2004-11-18

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