WO1995033325A3 - Apparatus for supervising an automatic call distribution telephone system - Google Patents

Apparatus for supervising an automatic call distribution telephone system Download PDF

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Publication number
WO1995033325A3
WO1995033325A3 PCT/US1995/006443 US9506443W WO9533325A3 WO 1995033325 A3 WO1995033325 A3 WO 1995033325A3 US 9506443 W US9506443 W US 9506443W WO 9533325 A3 WO9533325 A3 WO 9533325A3
Authority
WO
WIPO (PCT)
Prior art keywords
agent
agents
calls
supervising
pending
Prior art date
Application number
PCT/US1995/006443
Other languages
French (fr)
Other versions
WO1995033325A2 (en
Inventor
William K Clare
Donn P Sundby
Original Assignee
Executone Inf Sys 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 Executone Inf Sys Inc filed Critical Executone Inf Sys Inc
Priority to JP8500984A priority Critical patent/JPH10504425A/en
Priority to AU26000/95A priority patent/AU710186B2/en
Priority to CA002190955A priority patent/CA2190955C/en
Priority to EP95920598A priority patent/EP0761059A1/en
Publication of WO1995033325A2 publication Critical patent/WO1995033325A2/en
Publication of WO1995033325A3 publication Critical patent/WO1995033325A3/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
    • 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
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/38—Displays
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/30—Determination of the location of a subscriber
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/08—Indicating faults in circuits or apparatus
    • H04M3/10—Providing fault- or trouble-signals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • 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
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42085—Called party identification service
    • H04M3/42102—Making use of the called party identifier
    • 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
    • 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
    • H04M3/5175—Call or contact centers supervision arrangements
    • 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
    • H04M3/5238—Centralised 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13072—Sequence circuits for call signaling, ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13166—Fault prevention
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13175—Graphical user interface [GUI], WWW interface, visual indication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13349—Network management

Abstract

An agent supervising system is used in a telephone call management and distribution system having a plurality of telephone stations assigned to a plurality of agents. The agent supervising system displays agent activities using distinctive color highlighting and text or icon depictions corresponding to agent identification, location and status information on a map representation and in a directory listing graphically represented on a display at the supervisor's station. The agent supervising system also interacts with an agent locating system for locating agents and displaying the agents on the map representation on the supervisor's display. The prediction of pending abandonment of queued calls and color alarms indicating such pending loss of calls are also provided and the potential financial impact of pending loss of calls are determined and displayed.
PCT/US1995/006443 1994-05-24 1995-05-23 Apparatus for supervising an automatic call distribution telephone system WO1995033325A2 (en)

Priority Applications (4)

Application Number Priority Date Filing Date Title
JP8500984A JPH10504425A (en) 1994-05-24 1995-05-23 Equipment for monitoring automatic call distribution telephone systems
AU26000/95A AU710186B2 (en) 1994-05-24 1995-05-23 Apparatus for supervising an automatic call distribution telephone system
CA002190955A CA2190955C (en) 1994-05-24 1995-05-23 Apparatus for supervising an automatic call distribution telephone system
EP95920598A EP0761059A1 (en) 1994-05-24 1995-05-23 Apparatus for supervising an automatic call distribution telephone system

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US08/248,260 1994-05-24
US08/248,260 US5465286A (en) 1994-05-24 1994-05-24 Apparatus for supervising an automatic call distribution telephone system

Publications (2)

Publication Number Publication Date
WO1995033325A2 WO1995033325A2 (en) 1995-12-07
WO1995033325A3 true WO1995033325A3 (en) 1996-01-25

Family

ID=22938344

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US1995/006443 WO1995033325A2 (en) 1994-05-24 1995-05-23 Apparatus for supervising an automatic call distribution telephone system

Country Status (5)

Country Link
US (1) US5465286A (en)
EP (1) EP0761059A1 (en)
JP (1) JPH10504425A (en)
AU (1) AU710186B2 (en)
WO (1) WO1995033325A2 (en)

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