DE69940607D1 - Verfahren und vorrichtung zur integrierten leitweglenkung für pstn und ipnt anrufe in einem anrufzentrum - Google Patents

Verfahren und vorrichtung zur integrierten leitweglenkung für pstn und ipnt anrufe in einem anrufzentrum

Info

Publication number
DE69940607D1
DE69940607D1 DE69940607T DE69940607T DE69940607D1 DE 69940607 D1 DE69940607 D1 DE 69940607D1 DE 69940607 T DE69940607 T DE 69940607T DE 69940607 T DE69940607 T DE 69940607T DE 69940607 D1 DE69940607 D1 DE 69940607D1
Authority
DE
Germany
Prior art keywords
calls
call center
dnt
pstn
conductivity control
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
DE69940607T
Other languages
English (en)
Inventor
Grigory Shenkman
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.)
Genesys Cloud Services Inc
Original Assignee
Genesys Telecommunications Laboratories 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 Genesys Telecommunications Laboratories Inc filed Critical Genesys Telecommunications Laboratories Inc
Application granted granted Critical
Publication of DE69940607D1 publication Critical patent/DE69940607D1/de
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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1101—Session protocols
    • H04L65/1104—Session initiation protocol [SIP]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/40—Support for services or applications
    • H04L65/401—Support for services or applications wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
    • 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
    • H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
    • H04M3/42323—PBX's with CTI 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
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/72—Finding out and indicating number of calling subscriber
DE69940607T 1998-09-24 1999-09-02 Verfahren und vorrichtung zur integrierten leitweglenkung für pstn und ipnt anrufe in einem anrufzentrum Expired - Lifetime DE69940607D1 (de)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/160,558 US6389007B1 (en) 1998-09-24 1998-09-24 Method and apparatus for providing integrated routing for PSTN and IPNT calls in a call center
PCT/US1999/020258 WO2000018074A1 (en) 1998-09-24 1999-09-02 Method and apparatus for providing integrated routing for pstn and ipnt calls in a call center

Publications (1)

Publication Number Publication Date
DE69940607D1 true DE69940607D1 (de) 2009-04-30

Family

ID=22577387

Family Applications (1)

Application Number Title Priority Date Filing Date
DE69940607T Expired - Lifetime DE69940607D1 (de) 1998-09-24 1999-09-02 Verfahren und vorrichtung zur integrierten leitweglenkung für pstn und ipnt anrufe in einem anrufzentrum

Country Status (10)

Country Link
US (2) US6389007B1 (de)
EP (1) EP1114541B8 (de)
JP (1) JP2002525976A (de)
CN (1) CN1205789C (de)
AT (1) ATE426294T1 (de)
AU (1) AU752797B2 (de)
CA (1) CA2344832A1 (de)
DE (1) DE69940607D1 (de)
ES (1) ES2321772T3 (de)
WO (1) WO2000018074A1 (de)

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CN1205789C (zh) 2005-06-08
EP1114541B8 (de) 2009-06-03
US20020057674A1 (en) 2002-05-16
US6389007B1 (en) 2002-05-14
AU752797B2 (en) 2002-10-03
WO2000018074A1 (en) 2000-03-30
ES2321772T3 (es) 2009-06-10
EP1114541A4 (de) 2005-01-12
EP1114541B1 (de) 2009-03-18
CN1319298A (zh) 2001-10-24
AU5908099A (en) 2000-04-10
ATE426294T1 (de) 2009-04-15
JP2002525976A (ja) 2002-08-13
EP1114541A1 (de) 2001-07-11

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