DE69636239D1 - Verfahren und Gerät zur auf Geschicklichkeit basierten Leitweglenkung in einer Anrufzentrale - Google Patents

Verfahren und Gerät zur auf Geschicklichkeit basierten Leitweglenkung in einer Anrufzentrale

Info

Publication number
DE69636239D1
DE69636239D1 DE69636239T DE69636239T DE69636239D1 DE 69636239 D1 DE69636239 D1 DE 69636239D1 DE 69636239 T DE69636239 T DE 69636239T DE 69636239 T DE69636239 T DE 69636239T DE 69636239 D1 DE69636239 D1 DE 69636239D1
Authority
DE
Germany
Prior art keywords
skill
call
levels
skills
call center
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
DE69636239T
Other languages
English (en)
Other versions
DE69636239T2 (de
Inventor
Nancy S Brooks
Paul D Fryer
Gary S Kaufman
Stephen P Berkson
Charles R Herel
Laura M Brooks
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.)
International Business Machines Corp
Siemens Communications Inc
Original Assignee
International Business Machines Corp
Siemens Information and Communication Networks 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 International Business Machines Corp, Siemens Information and Communication Networks Inc filed Critical International Business Machines Corp
Publication of DE69636239D1 publication Critical patent/DE69636239D1/de
Application granted granted Critical
Publication of DE69636239T2 publication Critical patent/DE69636239T2/de
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

Classifications

    • 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
    • H04M3/5233Operator skill based call distribution
    • 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
    • H04M3/487Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M7/00Arrangements for interconnection between switching centres
DE69636239T 1995-04-24 1996-04-22 Verfahren und Gerät zur auf Geschicklichkeit basierten Leitweglenkung in einer Anrufzentrale Expired - Lifetime DE69636239T2 (de)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US42754695A 1995-04-24 1995-04-24
US427546 1995-04-24

Publications (2)

Publication Number Publication Date
DE69636239D1 true DE69636239D1 (de) 2006-07-27
DE69636239T2 DE69636239T2 (de) 2007-05-10

Family

ID=23695333

Family Applications (1)

Application Number Title Priority Date Filing Date
DE69636239T Expired - Lifetime DE69636239T2 (de) 1995-04-24 1996-04-22 Verfahren und Gerät zur auf Geschicklichkeit basierten Leitweglenkung in einer Anrufzentrale

Country Status (5)

Country Link
US (1) US5825869A (de)
EP (1) EP0740450B1 (de)
JP (1) JP3485223B2 (de)
AT (1) ATE330416T1 (de)
DE (1) DE69636239T2 (de)

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US5825869A (en) 1998-10-20
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EP0740450B1 (de) 2006-06-14
DE69636239T2 (de) 2007-05-10
EP0740450A2 (de) 1996-10-30

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