WO2007133185A3 - System and method for providing incoming call distribution - Google Patents

System and method for providing incoming call distribution Download PDF

Info

Publication number
WO2007133185A3
WO2007133185A3 PCT/US2006/016154 US2006016154W WO2007133185A3 WO 2007133185 A3 WO2007133185 A3 WO 2007133185A3 US 2006016154 W US2006016154 W US 2006016154W WO 2007133185 A3 WO2007133185 A3 WO 2007133185A3
Authority
WO
WIPO (PCT)
Prior art keywords
language interpretation
incoming call
call center
call
customer
Prior art date
Application number
PCT/US2006/016154
Other languages
French (fr)
Other versions
WO2007133185A2 (en
Inventor
Thomas Sterns
Original Assignee
Language Line Services Inc
Thomas Sterns
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 Language Line Services Inc, Thomas Sterns filed Critical Language Line Services Inc
Priority to AU2006343641A priority Critical patent/AU2006343641B2/en
Priority to EP06751719A priority patent/EP2016754A4/en
Priority to CA2652963A priority patent/CA2652963C/en
Publication of WO2007133185A2 publication Critical patent/WO2007133185A2/en
Publication of WO2007133185A3 publication Critical patent/WO2007133185A3/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
    • H04M15/04—Recording calls, or communications in printed, perforated or other permanent form
    • H04M15/06—Recording class or number of calling, i.e. A-party or called party, i.e. B-party
    • 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
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2061—Language aspects

Abstract

A method and system of routing incoming call is disclosed. An incoming call is received at a call center of a language interpretation provider. The incoming call is made by a customer requesting language interpretation service. The customer can be for example a business entity or an individual. A level of skill required by the customer is determined. The level of skill required represents a minimum skill set that an interpreter of the language interpretation provider should possess in order to provide the language interpretation service requested by the customer. The language interpretation service is provided during the incoming call. The incoming call can be queued at a first queue that distributes incoming calls to a call center interpreter. The call center interpreter is permanently connected to the call center of the language interpretation provider through a voice link. If a customer-defined event occurs, the incoming call is routed to a second queue that distributes incoming calls to a non-call center interpreter. The non-call center interpreter is not permanently connected to the call center of the language interpretation provider.
PCT/US2006/016154 2006-04-24 2006-04-27 System and method for providing incoming call distribution WO2007133185A2 (en)

Priority Applications (3)

Application Number Priority Date Filing Date Title
AU2006343641A AU2006343641B2 (en) 2006-04-24 2006-04-27 System and method for providing incoming call distribution
EP06751719A EP2016754A4 (en) 2006-04-24 2006-04-27 System and method for providing incoming call distribution
CA2652963A CA2652963C (en) 2006-04-24 2006-04-27 System and method for providing incoming call distribution

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US11/379,988 2006-04-24
US11/379,988 US7593523B2 (en) 2006-04-24 2006-04-24 System and method for providing incoming call distribution

Publications (2)

Publication Number Publication Date
WO2007133185A2 WO2007133185A2 (en) 2007-11-22
WO2007133185A3 true WO2007133185A3 (en) 2008-11-13

Family

ID=38685142

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2006/016154 WO2007133185A2 (en) 2006-04-24 2006-04-27 System and method for providing incoming call distribution

Country Status (5)

Country Link
US (1) US7593523B2 (en)
EP (1) EP2016754A4 (en)
AU (1) AU2006343641B2 (en)
CA (1) CA2652963C (en)
WO (1) WO2007133185A2 (en)

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Also Published As

Publication number Publication date
EP2016754A2 (en) 2009-01-21
US20070263810A1 (en) 2007-11-15
WO2007133185A2 (en) 2007-11-22
AU2006343641A1 (en) 2007-11-22
US7593523B2 (en) 2009-09-22
AU2006343641B2 (en) 2011-04-21
EP2016754A4 (en) 2010-08-04
CA2652963A1 (en) 2007-11-22
CA2652963C (en) 2013-11-05

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