WO2005091822A3 - Method and system for automatic call distribution based on location information for call center agents - Google Patents

Method and system for automatic call distribution based on location information for call center agents Download PDF

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Publication number
WO2005091822A3
WO2005091822A3 PCT/US2005/004851 US2005004851W WO2005091822A3 WO 2005091822 A3 WO2005091822 A3 WO 2005091822A3 US 2005004851 W US2005004851 W US 2005004851W WO 2005091822 A3 WO2005091822 A3 WO 2005091822A3
Authority
WO
WIPO (PCT)
Prior art keywords
agents
location information
call center
distribution based
center agents
Prior art date
Application number
PCT/US2005/004851
Other languages
French (fr)
Other versions
WO2005091822A2 (en
Inventor
Shmuel Shaffer
Joseph F Khouri
Gebran G Chahrouri
Original Assignee
Cisco Tech Inc
Shmuel Shaffer
Joseph F Khouri
Gebran G Chahrouri
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, Shmuel Shaffer, Joseph F Khouri, Gebran G Chahrouri filed Critical Cisco Tech Inc
Priority to EP05713633A priority Critical patent/EP1747659A4/en
Priority to CA002558362A priority patent/CA2558362A1/en
Publication of WO2005091822A2 publication Critical patent/WO2005091822A2/en
Publication of WO2005091822A3 publication Critical patent/WO2005091822A3/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
    • H04M3/5232—Call distribution algorithms
    • 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
    • H04M3/42—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

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

A method for distributing calls of an automatic call distributor system includes determining location information for agents at a call center. The method further includes routing a request for connection with one of the agents to one of the agents based at least in part on the location information. A method for managing agents in a call center includes determining location information for a plurality of agents in a call center. The method further includes communicating a message to at least one of the agents requesting the agent to move to a new location in response to at least one request for connection with one of the agents.
PCT/US2005/004851 2004-03-03 2005-02-14 Method and system for automatic call distribution based on location information for call center agents WO2005091822A2 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
EP05713633A EP1747659A4 (en) 2004-03-03 2005-02-14 Method and system for automatic call distribution based on location information for call center agents
CA002558362A CA2558362A1 (en) 2004-03-03 2005-02-14 Method and system for automatic call distribution based on location information for call center agents

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US10/792,364 US7349535B2 (en) 2004-03-03 2004-03-03 Method and system for automatic call distribution based on location information for call center agents
US10/792,364 2004-03-03

Publications (2)

Publication Number Publication Date
WO2005091822A2 WO2005091822A2 (en) 2005-10-06
WO2005091822A3 true WO2005091822A3 (en) 2007-05-03

Family

ID=34911839

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2005/004851 WO2005091822A2 (en) 2004-03-03 2005-02-14 Method and system for automatic call distribution based on location information for call center agents

Country Status (4)

Country Link
US (1) US7349535B2 (en)
EP (1) EP1747659A4 (en)
CA (1) CA2558362A1 (en)
WO (1) WO2005091822A2 (en)

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Also Published As

Publication number Publication date
EP1747659A2 (en) 2007-01-31
US20050195960A1 (en) 2005-09-08
US7349535B2 (en) 2008-03-25
WO2005091822A2 (en) 2005-10-06
CA2558362A1 (en) 2005-10-06
EP1747659A4 (en) 2010-07-07

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