CA2246472A1 - Virtual call center - Google Patents

Virtual call center

Info

Publication number
CA2246472A1
CA2246472A1 CA002246472A CA2246472A CA2246472A1 CA 2246472 A1 CA2246472 A1 CA 2246472A1 CA 002246472 A CA002246472 A CA 002246472A CA 2246472 A CA2246472 A CA 2246472A CA 2246472 A1 CA2246472 A1 CA 2246472A1
Authority
CA
Canada
Prior art keywords
telephone
csr
csrs
calls
computer
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
CA002246472A
Other languages
French (fr)
Other versions
CA2246472C (en
Inventor
Mark Jeffrey Foladare
Shelley B. Goldman
David Phillip Silverman
Shaoqing Q. Wang
Roy Philip Weber
Robert S. Westrich
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
AT&T Corp
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 AT&T Corp filed Critical AT&T Corp
Publication of CA2246472A1 publication Critical patent/CA2246472A1/en
Application granted granted Critical
Publication of CA2246472C publication Critical patent/CA2246472C/en
Anticipated expiration legal-status Critical
Expired - Fee Related 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
    • H04M3/5125—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
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/38—Graded-service arrangements, i.e. some subscribers prevented from establishing certain connections
    • H04M3/382—Graded-service arrangements, i.e. some subscribers prevented from establishing certain connections using authorisation codes or passwords
    • 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
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Abstract

Call center functions are provided to a plurality of remotely located customer service representatives (CSRs) via a data network, such as the Internet. Each CSR station includes a telephone and a computer.
Separate log-in procedures for the computer and the telephone improve system security. Incoming calls are routed to an available CSR. A call control server provides call control pages that include a set of clickable commands (e.g., transfer, hold, conference, speed-dial buttons, and the like) and telephone digits to CSR computers that allow CSRs to remotely control telephone calls. A merchant server can also provide a merchant application page to CSR computers to allow CSRs to process customer calls.
CA002246472A 1997-09-18 1998-09-03 Virtual call center Expired - Fee Related CA2246472C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US08/933,518 1997-09-18
US08/933,518 US6049602A (en) 1997-09-18 1997-09-18 Virtual call center

Publications (2)

Publication Number Publication Date
CA2246472A1 true CA2246472A1 (en) 1999-03-18
CA2246472C CA2246472C (en) 2001-12-18

Family

ID=25464116

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002246472A Expired - Fee Related CA2246472C (en) 1997-09-18 1998-09-03 Virtual call center

Country Status (4)

Country Link
US (1) US6049602A (en)
EP (2) EP1906639A3 (en)
CA (1) CA2246472C (en)
DE (1) DE69839033T2 (en)

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Also Published As

Publication number Publication date
EP0903921A2 (en) 1999-03-24
DE69839033T2 (en) 2009-01-15
US6049602A (en) 2000-04-11
EP1906639A3 (en) 2008-04-30
EP0903921A3 (en) 2003-07-02
CA2246472C (en) 2001-12-18
DE69839033D1 (en) 2008-03-13
EP1906639A2 (en) 2008-04-02
EP0903921B1 (en) 2008-01-23

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Effective date: 20170905