CA2114272A1 - Work at Home ACD Agent Network - Google Patents

Work at Home ACD Agent Network

Info

Publication number
CA2114272A1
CA2114272A1 CA2114272A CA2114272A CA2114272A1 CA 2114272 A1 CA2114272 A1 CA 2114272A1 CA 2114272 A CA2114272 A CA 2114272A CA 2114272 A CA2114272 A CA 2114272A CA 2114272 A1 CA2114272 A1 CA 2114272A1
Authority
CA
Canada
Prior art keywords
acd
remote
home
work
service
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.)
Granted
Application number
CA2114272A
Other languages
French (fr)
Other versions
CA2114272C (en
Inventor
Mary Rita Otto
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
American Telephone and Telegraph Co 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 American Telephone and Telegraph Co Inc filed Critical American Telephone and Telegraph Co Inc
Publication of CA2114272A1 publication Critical patent/CA2114272A1/en
Application granted granted Critical
Publication of CA2114272C publication Critical patent/CA2114272C/en
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

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
    • 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
    • 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
    • H04M3/5125—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with remote located operators
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/0016—Arrangements providing connection between exchanges
    • H04Q3/0029—Provisions for intelligent networking
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/60—Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
    • H04M2203/6018—Subscriber or terminal logon/logoff
    • 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
    • H04M3/5183—Call or contact centers with computer-telephony 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
    • H04Q2213/13106—Microprocessor, CPU
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13385—Off-net subscriber
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13389—LAN, internet

Abstract

An arrangement for providing Automatic Call Distribution (ACD) service from a mixture of local and remote agents. The remote agents are connected via a voice connection to the home switch of the ACD and voice data connection to a Home Agent Server (HAS). The HAS passes call event data to a Management Information Agent System (MIS) of the ACD, which informs the ACD switch of call events that make a remote agent available or unavailable, and passes applications data to a host processor for serving the applications of the ACD. Advantageously, ACD service can be provided efficiently and economically from a remote server.
CA002114272A 1993-04-30 1994-01-26 Work at home acd agent network Expired - Lifetime CA2114272C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US08/056,232 US5392345A (en) 1993-04-30 1993-04-30 Work at home ACD agent network
US056,232 1993-04-30

Publications (2)

Publication Number Publication Date
CA2114272A1 true CA2114272A1 (en) 1994-10-31
CA2114272C CA2114272C (en) 1997-12-30

Family

ID=22003062

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002114272A Expired - Lifetime CA2114272C (en) 1993-04-30 1994-01-26 Work at home acd agent network

Country Status (11)

Country Link
US (1) US5392345A (en)
EP (1) EP0622938B1 (en)
JP (1) JP2947709B2 (en)
KR (1) KR100310545B1 (en)
CN (1) CN1100882A (en)
AT (1) ATE202249T1 (en)
AU (1) AU662466B2 (en)
CA (1) CA2114272C (en)
DE (1) DE69427424T2 (en)
ES (1) ES2158879T3 (en)
TW (1) TW218944B (en)

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Also Published As

Publication number Publication date
DE69427424D1 (en) 2001-07-19
EP0622938A3 (en) 1995-03-08
CN1100882A (en) 1995-03-29
KR940025229A (en) 1994-11-19
TW218944B (en) 1994-01-11
ATE202249T1 (en) 2001-06-15
US5392345A (en) 1995-02-21
EP0622938A2 (en) 1994-11-02
AU5936294A (en) 1994-11-03
EP0622938B1 (en) 2001-06-13
DE69427424T2 (en) 2002-05-16
JP2947709B2 (en) 1999-09-13
ES2158879T3 (en) 2001-09-16
JPH06334748A (en) 1994-12-02
AU662466B2 (en) 1995-08-31
CA2114272C (en) 1997-12-30
KR100310545B1 (en) 2001-12-15

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Effective date: 20140127