DE60123544D1 - System und Verfahren zur Verwendung eines Fernsprechapparates für den Zugriff auf Informationen in einer Anrufzentrale - Google Patents
System und Verfahren zur Verwendung eines Fernsprechapparates für den Zugriff auf Informationen in einer AnrufzentraleInfo
- Publication number
- DE60123544D1 DE60123544D1 DE60123544T DE60123544T DE60123544D1 DE 60123544 D1 DE60123544 D1 DE 60123544D1 DE 60123544 T DE60123544 T DE 60123544T DE 60123544 T DE60123544 T DE 60123544T DE 60123544 D1 DE60123544 D1 DE 60123544D1
- Authority
- DE
- Germany
- Prior art keywords
- call center
- access information
- telephone set
- administrators
- response server
- 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
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
- H04M3/487—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
- H04M3/4938—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals comprising a voice browser which renders and interprets, e.g. VoiceXML
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
-
- 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
- H04M3/4936—Speech interaction details
-
- 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
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/39—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech synthesis
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/60—Medium conversion
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/10—Aspects of automatic or semi-automatic exchanges related to the purpose or context of the telephonic communication
- H04M2203/1033—Remote administration, e.g. of web servers
-
- 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
- H04M3/38—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
- H04M3/42204—Arrangements at the exchange for service or number selection by voice
-
- 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
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
-
- 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
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US09/675,597 US8041023B1 (en) | 2000-09-29 | 2000-09-29 | System and method of using a phone to access information in a call center |
US675597 | 2000-09-29 |
Publications (2)
Publication Number | Publication Date |
---|---|
DE60123544D1 true DE60123544D1 (de) | 2006-11-16 |
DE60123544T2 DE60123544T2 (de) | 2007-06-28 |
Family
ID=24711186
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
DE60123544T Expired - Lifetime DE60123544T2 (de) | 2000-09-29 | 2001-08-10 | System und Verfahren zur Verwendung eines Fernsprechapparates für den Zugriff auf Informationen in einer Anrufzentrale |
Country Status (5)
Country | Link |
---|---|
US (1) | US8041023B1 (de) |
EP (1) | EP1193961B1 (de) |
AT (1) | ATE341895T1 (de) |
CA (1) | CA2355008A1 (de) |
DE (1) | DE60123544T2 (de) |
Families Citing this family (18)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US6104802A (en) | 1997-02-10 | 2000-08-15 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
US6480600B1 (en) | 1997-02-10 | 2002-11-12 | Genesys Telecommunications Laboratories, Inc. | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US7031442B1 (en) | 1997-02-10 | 2006-04-18 | Genesys Telecommunications Laboratories, Inc. | Methods and apparatus for personal routing in computer-simulated telephony |
US6711611B2 (en) | 1998-09-11 | 2004-03-23 | Genesis Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
US6985943B2 (en) | 1998-09-11 | 2006-01-10 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
USRE46528E1 (en) | 1997-11-14 | 2017-08-29 | Genesys Telecommunications Laboratories, Inc. | Implementation of call-center outbound dialing capability at a telephony network level |
US7907598B2 (en) | 1998-02-17 | 2011-03-15 | Genesys Telecommunication Laboratories, Inc. | Method for implementing and executing communication center routing strategies represented in extensible markup language |
US6332154B2 (en) | 1998-09-11 | 2001-12-18 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
US7222301B2 (en) | 1998-09-11 | 2007-05-22 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment |
USRE46153E1 (en) | 1998-09-11 | 2016-09-20 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment |
US7929978B2 (en) | 1999-12-01 | 2011-04-19 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network |
US7058578B2 (en) * | 2002-09-24 | 2006-06-06 | Rockwell Electronic Commerce Technologies, L.L.C. | Media translator for transaction processing system |
US7372957B2 (en) | 2002-12-24 | 2008-05-13 | Intel Corporation | Method and apparatus for implementing call processing in packet telephony networks |
US8171493B2 (en) * | 2005-09-06 | 2012-05-01 | Nvoq Incorporated | VXML browser control channel |
US9008075B2 (en) | 2005-12-22 | 2015-04-14 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
US8666056B2 (en) | 2007-12-28 | 2014-03-04 | Genesys Telecommunications Laboratories, Inc. | System for facilitating loosely configured service worker groups in a dynamic call center environment |
US8601106B2 (en) | 2009-11-17 | 2013-12-03 | International Business Machines Corporation | Remote command execution over a network |
USH2269H1 (en) * | 2009-11-20 | 2012-06-05 | Manuel-Devadoss Johnson Smith Johnson | Automated speech translation system using human brain language areas comprehension capabilities |
Family Cites Families (88)
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US5255305A (en) * | 1990-11-01 | 1993-10-19 | Voiceplex Corporation | Integrated voice processing system |
US5479487A (en) * | 1993-02-11 | 1995-12-26 | Intervoice Limited Partnership | Calling center employing unified control system |
US5592538A (en) | 1993-03-10 | 1997-01-07 | Momentum, Inc. | Telecommunication device and method for interactive voice and data |
US5586179A (en) * | 1993-03-17 | 1996-12-17 | Davox Corporation | System and method for adding and integrating outbound calling and overall system control to an existing inbound telephone system |
JP3446256B2 (ja) | 1993-09-03 | 2003-09-16 | 株式会社日立製作所 | Faシステムの制御方法及び装置 |
CA2129942C (en) * | 1993-09-30 | 1998-08-25 | Steven Todd Kaish | Telecommunication network with integrated network-wide automatic call distribution |
US5790650A (en) * | 1994-06-01 | 1998-08-04 | Davox Corporation | Telephone call center management system which supports multi-user and separate private applications |
US5594791A (en) * | 1994-10-05 | 1997-01-14 | Inventions, Inc. | Method and apparatus for providing result-oriented customer service |
US5623540A (en) * | 1994-10-05 | 1997-04-22 | Siemens Rolm Communications, Inc. | PBX data retrieval and reporting system and method |
US5572570A (en) | 1994-10-11 | 1996-11-05 | Teradyne, Inc. | Telecommunication system tester with voice recognition capability |
US5822727A (en) | 1995-03-30 | 1998-10-13 | At&T Corp | Method for automatic speech recognition in telephony |
US5724481A (en) | 1995-03-30 | 1998-03-03 | Lucent Technologies Inc. | Method for automatic speech recognition of arbitrary spoken words |
DE69636239T2 (de) * | 1995-04-24 | 2007-05-10 | International Business Machines Corp. | Verfahren und Gerät zur auf Geschicklichkeit basierten Leitweglenkung in einer Anrufzentrale |
US5675637A (en) * | 1995-05-16 | 1997-10-07 | Inventions, Inc. | Method for automatically obtaining and presenting data from multiple data sources |
US5765033A (en) | 1997-02-06 | 1998-06-09 | Genesys Telecommunications Laboratories, Inc. | System for routing electronic mails |
US6175564B1 (en) | 1995-10-25 | 2001-01-16 | Genesys Telecommunications Laboratories, Inc | Apparatus and methods for managing multiple internet protocol capable call centers |
WO1997018661A1 (en) * | 1995-11-13 | 1997-05-22 | Answersoft, Inc. | Intelligent information routing system and method |
US5802526A (en) | 1995-11-15 | 1998-09-01 | Microsoft Corporation | System and method for graphically displaying and navigating through an interactive voice response menu |
US5867562A (en) * | 1996-04-17 | 1999-02-02 | Scherer; Gordon F. | Call processing system with call screening |
US5832059A (en) * | 1996-09-30 | 1998-11-03 | Rockwell International Corp. | Call path system and method for modeling and modifying a call path of a telephone call routed by a telephone switch |
US5903641A (en) * | 1997-01-28 | 1999-05-11 | Lucent Technologies Inc. | Automatic dynamic changing of agents' call-handling assignments |
US5828747A (en) * | 1997-01-28 | 1998-10-27 | Lucent Technologies Inc. | Call distribution based on agent occupancy |
US6128646A (en) | 1997-12-24 | 2000-10-03 | Genesys Telecommunications Laboratories Inc. | System for routing electronic mail to best qualified person based on content analysis |
US5926539A (en) | 1997-09-12 | 1999-07-20 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for determining agent availability based on level of uncompleted tasks |
US6002760A (en) | 1998-02-17 | 1999-12-14 | Genesys Telecommunications Laboratories, Inc. | Intelligent virtual queue |
US5946387A (en) | 1997-02-10 | 1999-08-31 | Genesys Telecommunications Laboratories, Inc, | Agent-level network call routing |
US5953405A (en) | 1997-02-10 | 1999-09-14 | Genesys Telecommunications Laboratories, Inc. | Agent-predictive routing process in call-routing systems |
US6185292B1 (en) | 1997-02-10 | 2001-02-06 | Genesys Telecommunications Laboratories, Inc. | Skill-based real-time call routing in telephony systems |
US6064667A (en) * | 1997-02-10 | 2000-05-16 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call centers |
US6044142A (en) * | 1997-05-06 | 2000-03-28 | Telefonaktiebolaget L M Ericsson | Method and arrangement for integrating intelligent network services with operator assisted services |
US5974135A (en) * | 1997-06-11 | 1999-10-26 | Harrah's Operating Company, Inc. | Teleservices computer system, method, and manager application for integrated presentation of concurrent interactions with multiple terminal emulation sessions |
US6393015B1 (en) | 1997-09-12 | 2002-05-21 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for automatic network connection between a small business and a client |
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US6049602A (en) | 1997-09-18 | 2000-04-11 | At&T Corp | Virtual call center |
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US6044145A (en) | 1998-01-19 | 2000-03-28 | Rockwell Semiconductor Systems, Inc. | Telecommutable platform |
US5943416A (en) * | 1998-02-17 | 1999-08-24 | Genesys Telecommunications Laboratories, Inc. | Automated survey control routine in a call center environment |
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DE69942872D1 (de) | 1998-03-02 | 2010-12-02 | Parus Holdings Inc | Nachrichtensystem basiert auf internet und telefonie |
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US20020057674A1 (en) | 1998-09-24 | 2002-05-16 | Grigory Shenkman | Method and apparatus for providing integrated routing for pstn and ipnt calls in a call center |
DE19844223A1 (de) | 1998-09-26 | 2000-05-25 | Punkt Ges Fuer Software Mbh S | Einrichtung zur Informationsabfrage durch Spracheingabe |
US7082397B2 (en) * | 1998-12-01 | 2006-07-25 | Nuance Communications, Inc. | System for and method of creating and browsing a voice web |
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US7242751B2 (en) * | 2004-12-06 | 2007-07-10 | Sbc Knowledge Ventures, L.P. | System and method for speech recognition-enabled automatic call routing |
US7450698B2 (en) * | 2005-01-14 | 2008-11-11 | At&T Intellectual Property 1, L.P. | System and method of utilizing a hybrid semantic model for speech recognition |
US7627096B2 (en) * | 2005-01-14 | 2009-12-01 | At&T Intellectual Property I, L.P. | System and method for independently recognizing and selecting actions and objects in a speech recognition system |
US7627109B2 (en) * | 2005-02-04 | 2009-12-01 | At&T Intellectual Property I, Lp | Call center system for multiple transaction selections |
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US7636432B2 (en) * | 2005-05-13 | 2009-12-22 | At&T Intellectual Property I, L.P. | System and method of determining call treatment of repeat calls |
US20080273678A1 (en) * | 2007-05-01 | 2008-11-06 | Igor Balk | Systems and methods for phone call management |
US7286661B1 (en) * | 2007-05-01 | 2007-10-23 | Unison Technologies Llc | Systems and methods for scalable hunt-group management |
US20080285588A1 (en) * | 2007-05-16 | 2008-11-20 | Unison Technologies Llc | Systems and methods for providing unified collaboration systems with combined communication log |
-
2000
- 2000-09-29 US US09/675,597 patent/US8041023B1/en not_active Expired - Lifetime
-
2001
- 2001-08-10 EP EP01118832A patent/EP1193961B1/de not_active Expired - Lifetime
- 2001-08-10 DE DE60123544T patent/DE60123544T2/de not_active Expired - Lifetime
- 2001-08-10 CA CA002355008A patent/CA2355008A1/en not_active Abandoned
- 2001-08-10 AT AT01118832T patent/ATE341895T1/de not_active IP Right Cessation
Also Published As
Publication number | Publication date |
---|---|
CA2355008A1 (en) | 2002-03-29 |
ATE341895T1 (de) | 2006-10-15 |
EP1193961A2 (de) | 2002-04-03 |
DE60123544T2 (de) | 2007-06-28 |
EP1193961B1 (de) | 2006-10-04 |
EP1193961A3 (de) | 2004-01-14 |
US8041023B1 (en) | 2011-10-18 |
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