CA2320945A1 - Telephony call-center scripting by petri net principles and techniques - Google Patents

Telephony call-center scripting by petri net principles and techniques Download PDF

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Publication number
CA2320945A1
CA2320945A1 CA002320945A CA2320945A CA2320945A1 CA 2320945 A1 CA2320945 A1 CA 2320945A1 CA 002320945 A CA002320945 A CA 002320945A CA 2320945 A CA2320945 A CA 2320945A CA 2320945 A1 CA2320945 A1 CA 2320945A1
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Canada
Prior art keywords
call center
petri net
techniques
petri
management
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
CA002320945A
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French (fr)
Other versions
CA2320945C (en
Inventor
Konstatin Kishinsky
Nikolay Anisimov
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Genesys Cloud Services Inc
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Individual
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Publication date
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Publication of CA2320945A1 publication Critical patent/CA2320945A1/en
Application granted granted Critical
Publication of CA2320945C publication Critical patent/CA2320945C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

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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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/42—Graphical user interfaces
    • 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
    • H04M3/50—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
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
    • Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10S379/00—Telephonic communications
    • Y10S379/90—Internet, e.g. Internet phone, webphone, internet-based telephony

Abstract

A call center management system comprises a graphical user interface (GUI) adapted for modeling call center behavior, and the behavior of objects within a call center, as Petri Net directed graphs. Once developed, the Petri Net graphs can be compiled as software modules for use in CTI management of a call center. In another aspect the composed Petri Nets are assembled into high-level Petri Nets, and a Petri Net engine is employed to manage a call center. Management techniques and concepts taught are extended to network management as well.
CA002320945A 1998-03-04 1999-02-25 Telephony call-center scripting by petri net principles and techniques Expired - Fee Related CA2320945C (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US09/036,006 1998-03-04
US09/036,006 US6067357A (en) 1998-03-04 1998-03-04 Telephony call-center scripting by Petri Net principles and techniques
PCT/US1999/004248 WO1999045716A2 (en) 1998-03-04 1999-02-25 Telephony call-center scripting by petri net principles and techniques

Publications (2)

Publication Number Publication Date
CA2320945A1 true CA2320945A1 (en) 1999-09-10
CA2320945C CA2320945C (en) 2002-11-26

Family

ID=21886066

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002320945A Expired - Fee Related CA2320945C (en) 1998-03-04 1999-02-25 Telephony call-center scripting by petri net principles and techniques

Country Status (7)

Country Link
US (2) US6067357A (en)
EP (1) EP1066581A4 (en)
JP (1) JP2002506332A (en)
CN (1) CN1292127A (en)
AU (1) AU743964B2 (en)
CA (1) CA2320945C (en)
WO (1) WO1999045716A2 (en)

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