DE69321699D1 - Anordnung zum Automatisieren der Agensarbeitsordnungsmitteilung und den Arbeitsordnungsanschliessfunktionen in einer Anrufzentrale - Google Patents

Anordnung zum Automatisieren der Agensarbeitsordnungsmitteilung und den Arbeitsordnungsanschliessfunktionen in einer Anrufzentrale

Info

Publication number
DE69321699D1
DE69321699D1 DE69321699T DE69321699T DE69321699D1 DE 69321699 D1 DE69321699 D1 DE 69321699D1 DE 69321699 T DE69321699 T DE 69321699T DE 69321699 T DE69321699 T DE 69321699T DE 69321699 D1 DE69321699 D1 DE 69321699D1
Authority
DE
Germany
Prior art keywords
work order
automating
arrangement
call center
connection functions
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
DE69321699T
Other languages
English (en)
Other versions
DE69321699T2 (de
Inventor
Garry Duane Kepley
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
AT&T Corp
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 AT&T Corp filed Critical AT&T Corp
Publication of DE69321699D1 publication Critical patent/DE69321699D1/de
Application granted granted Critical
Publication of DE69321699T2 publication Critical patent/DE69321699T2/de
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04QSELECTING
    • H04Q3/00Selecting arrangements
    • H04Q3/0016Arrangements providing connection between exchanges
    • H04Q3/0062Provisions for network management
    • 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
    • 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
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2201/00Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/38Displays
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2203/00Aspects of automatic or semi-automatic exchanges
    • H04M2203/40Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/402Agent or workforce management
    • 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
    • H04M3/5175Call or contact centers supervision arrangements
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/60Semi-automatic systems, i.e. in which the numerical selection of the outgoing line is under the control of an operator
    • H04M3/62Keyboard equipment
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04QSELECTING
    • H04Q2213/00Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13516Indexing scheme relating to selecting arrangements in general and for multiplex systems agents or brokers - user, terminal etc., also OSI agent/managers
DE69321699T 1993-01-14 1993-12-06 Anordnung zum Automatisieren der Agensarbeitsordnungsmitteilung und den Arbeitsordnungsanschliessfunktionen in einer Anrufzentrale Expired - Fee Related DE69321699T2 (de)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US08/004,387 US5499291A (en) 1993-01-14 1993-01-14 Arrangement for automating call-center agent-schedule-notification and schedule-adherence functions

Publications (2)

Publication Number Publication Date
DE69321699D1 true DE69321699D1 (de) 1998-11-26
DE69321699T2 DE69321699T2 (de) 1999-06-10

Family

ID=21710554

Family Applications (1)

Application Number Title Priority Date Filing Date
DE69321699T Expired - Fee Related DE69321699T2 (de) 1993-01-14 1993-12-06 Anordnung zum Automatisieren der Agensarbeitsordnungsmitteilung und den Arbeitsordnungsanschliessfunktionen in einer Anrufzentrale

Country Status (5)

Country Link
US (1) US5499291A (de)
EP (1) EP0606719B1 (de)
JP (1) JP2925911B2 (de)
CA (1) CA2109274C (de)
DE (1) DE69321699T2 (de)

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JP2925911B2 (ja) 1999-07-28
CA2109274A1 (en) 1994-07-15
EP0606719A1 (de) 1994-07-20
DE69321699T2 (de) 1999-06-10
JPH06261129A (ja) 1994-09-16
US5499291A (en) 1996-03-12
CA2109274C (en) 1997-02-04
EP0606719B1 (de) 1998-10-21

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