DE60207552D1 - Verfahren und vorrichtungen zur steuerung der rufumleitung von einem automatischen anrufverteilsystem (acd) aus einem interaktiven sprachantwortsystem (ivr), und zur schaffung der möglichen für einen anrufer, während er mit dem interaktiven sprachantwortsystem (ivr) verbunden ist, einen kritischen vorgang zu ende zu führen - Google Patents
Verfahren und vorrichtungen zur steuerung der rufumleitung von einem automatischen anrufverteilsystem (acd) aus einem interaktiven sprachantwortsystem (ivr), und zur schaffung der möglichen für einen anrufer, während er mit dem interaktiven sprachantwortsystem (ivr) verbunden ist, einen kritischen vorgang zu ende zu führenInfo
- Publication number
- DE60207552D1 DE60207552D1 DE60207552T DE60207552T DE60207552D1 DE 60207552 D1 DE60207552 D1 DE 60207552D1 DE 60207552 T DE60207552 T DE 60207552T DE 60207552 T DE60207552 T DE 60207552T DE 60207552 D1 DE60207552 D1 DE 60207552D1
- Authority
- DE
- Germany
- Prior art keywords
- ivr
- interactive
- response system
- langage
- acd
- 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
- H04M3/50—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
- H04M3/5166—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
Applications Claiming Priority (3)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US09/849,654 US6819756B2 (en) | 2001-05-04 | 2001-05-04 | Methods and apparatus for controlling call pullback by an automatic call distribution (acd) system from an interactive voice response (ivr) system and for allowing an acd caller to complete a critical transaction while connected to the ivr |
US849654 | 2001-05-04 | ||
PCT/US2002/014222 WO2002091722A1 (en) | 2001-05-04 | 2002-05-06 | Methods and apparatus for controlling call pullback by an automatic call distribution (acd) system from an interactive voice response (ivr) system and for allowing an acd caller to complete a critical transaction while connected to the ivr |
Publications (2)
Publication Number | Publication Date |
---|---|
DE60207552D1 true DE60207552D1 (de) | 2005-12-29 |
DE60207552T2 DE60207552T2 (de) | 2006-06-29 |
Family
ID=25306212
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
DE60207552T Expired - Lifetime DE60207552T2 (de) | 2001-05-04 | 2002-05-06 | Verfahren und vorrichtungen zur steuerung der rufumleitung von einem automatischen anrufverteilsystem (acd) aus einem interaktiven sprachantwortsystem (ivr), und zur schaffung der möglichen für einen anrufer, während er mit dem interaktiven sprachantwortsystem (ivr) verbunden ist, einen kritischen vorgang zu ende zu führen |
Country Status (5)
Country | Link |
---|---|
US (1) | US6819756B2 (de) |
EP (2) | EP1501269A1 (de) |
CN (1) | CN1507737B (de) |
DE (1) | DE60207552T2 (de) |
WO (1) | WO2002091722A1 (de) |
Families Citing this family (12)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US6870925B2 (en) * | 2001-11-13 | 2005-03-22 | Rockwell Electronic Commerce Corp. | Method and apparatus for providing music to an agent during non-voice dialog communication in an automatic call distributor system |
US7869998B1 (en) | 2002-04-23 | 2011-01-11 | At&T Intellectual Property Ii, L.P. | Voice-enabled dialog system |
US8645122B1 (en) | 2002-12-19 | 2014-02-04 | At&T Intellectual Property Ii, L.P. | Method of handling frequently asked questions in a natural language dialog service |
JP2005328321A (ja) * | 2004-05-14 | 2005-11-24 | Casio Comput Co Ltd | 通信端末装置および通信制御処理のプログラム |
US8204204B2 (en) | 2005-06-21 | 2012-06-19 | At&T Intellectual Property I, L.P. | Method and apparatus for proper routing of customers |
US8228925B2 (en) * | 2005-12-14 | 2012-07-24 | Alcatel Lucent | Interactive voice response system for online and offline charging and for multiple networks |
US20080084989A1 (en) * | 2006-09-22 | 2008-04-10 | International Business Machines Corporation | Intelligent Reusable Dialog Components for Converged Dialog and Session Control |
US8204205B1 (en) | 2007-02-08 | 2012-06-19 | At&T Intellectual Property Ii, L.P. | Method for increasing the efficiency of automated telephony systems |
CN101106606B (zh) * | 2007-07-12 | 2010-07-14 | 中兴通讯股份有限公司 | 实现交互式语音应答向软自动呼叫分配注册的方法 |
CN101150419B (zh) * | 2007-11-12 | 2010-09-29 | 中国电信股份有限公司 | 一种新一代呼叫中心系统及自动业务实现方法 |
CN102917142B (zh) * | 2011-08-01 | 2015-11-25 | 上海贝尔股份有限公司 | 遇忙建立呼叫的方法和装置 |
CN112261235B (zh) * | 2020-10-22 | 2022-02-18 | 中邮科通信技术股份有限公司 | 一种基于FreeSWITCH的云呼叫中心平台 |
Family Cites Families (20)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US4949373A (en) | 1989-01-06 | 1990-08-14 | International Business Machines Corporation | Host load balancing |
US5265157A (en) * | 1990-10-16 | 1993-11-23 | International Business Machines Corporation | Answer supervision and service selection |
US5333133A (en) * | 1992-04-28 | 1994-07-26 | Teloquent Communications Corporation | Call processing control system |
US5444774A (en) * | 1992-06-26 | 1995-08-22 | At&T Corp. | Interactive queuing sytem for call centers |
US5712902A (en) * | 1992-12-18 | 1998-01-27 | Northern Telecom Limited | Telecommunications answering feature method and apparatus |
US5566234A (en) * | 1993-08-16 | 1996-10-15 | Mci Communications Corporation | Method for controlling fraudulent telephone calls |
US5594791A (en) * | 1994-10-05 | 1997-01-14 | Inventions, Inc. | Method and apparatus for providing result-oriented customer service |
DE19635329C2 (de) | 1996-08-30 | 1999-11-18 | Siemens Ag | Verfahren zum Einbeziehen von Funktionen eines automatischen Anrufverteilungs-Systems in ein interaktives Sprachbeantwortungs-System |
US6195357B1 (en) | 1996-09-24 | 2001-02-27 | Intervoice Limited Partnership | Interactive information transaction processing system with universal telephony gateway capabilities |
US6044144A (en) * | 1997-02-07 | 2000-03-28 | Mci Communications Corp. | Network call parking manager |
US6064667A (en) * | 1997-02-10 | 2000-05-16 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods enhancing call routing to and within call centers |
US5970134A (en) * | 1997-02-26 | 1999-10-19 | Mci Communications Corporation | System and method for monitoring calls parked on an automatic call distributor |
US6195417B1 (en) | 1997-11-18 | 2001-02-27 | Telecheck International, Inc. | Automated system for accessing speech-based information |
US6122365A (en) | 1998-12-18 | 2000-09-19 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for load-balancing of call processing between multiple call-destination sites and routing of calls by way of call-destination site control |
US6088437A (en) * | 1998-04-23 | 2000-07-11 | Touch Tone Technologies Inc. | Call processing system, method and computer program product |
US6493433B2 (en) * | 1998-07-07 | 2002-12-10 | Mci Communications Corporation | Multi-threaded database system for an interactive voice response platform |
US6563916B1 (en) * | 1998-07-08 | 2003-05-13 | Lucent Technologies Inc. | System for transmitting a change in call queued/hold state across a communications network |
US7136373B2 (en) * | 2000-06-30 | 2006-11-14 | Cisco Technology, Inc. | Interception call signaling method and apparatus between a gatekeeper and an intelligent peripheral in a voice frame network |
US6456711B1 (en) * | 2000-12-12 | 2002-09-24 | At&T Corp. | Method for placing a call intended for an enhanced network user on hold while the enhanced network user is unavailable to take the call using a distributed feature architecture |
US7110524B2 (en) * | 2001-08-07 | 2006-09-19 | Qwest Communications International, Inc. | Method and system for call queueing and customer application interaction |
-
2001
- 2001-05-04 US US09/849,654 patent/US6819756B2/en not_active Expired - Lifetime
-
2002
- 2002-05-06 EP EP04024430A patent/EP1501269A1/de not_active Withdrawn
- 2002-05-06 EP EP02731670A patent/EP1391104B8/de not_active Expired - Lifetime
- 2002-05-06 CN CN028094131A patent/CN1507737B/zh not_active Expired - Lifetime
- 2002-05-06 WO PCT/US2002/014222 patent/WO2002091722A1/en active IP Right Grant
- 2002-05-06 DE DE60207552T patent/DE60207552T2/de not_active Expired - Lifetime
Also Published As
Publication number | Publication date |
---|---|
CN1507737B (zh) | 2010-05-26 |
DE60207552T2 (de) | 2006-06-29 |
EP1391104A1 (de) | 2004-02-25 |
EP1391104B1 (de) | 2005-11-23 |
US6819756B2 (en) | 2004-11-16 |
EP1391104B8 (de) | 2006-02-01 |
US20020164011A1 (en) | 2002-11-07 |
EP1501269A1 (de) | 2005-01-26 |
WO2002091722A1 (en) | 2002-11-14 |
WO2002091722A9 (en) | 2004-04-08 |
CN1507737A (zh) | 2004-06-23 |
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Legal Events
Date | Code | Title | Description |
---|---|---|---|
8327 | Change in the person/name/address of the patent owner |
Owner name: SIEMENS COMMUNICATIONS, INC., BOCA RATON, FLA., US |
|
8364 | No opposition during term of opposition | ||
8328 | Change in the person/name/address of the agent |
Representative=s name: MAIER, D., DIPL.-ING. UNIV., PAT.-ASS., 85221 DACH |
|
8328 | Change in the person/name/address of the agent |
Representative=s name: FRITZSCHE, T., DIPL.-CHEM. DR.RER.NAT., PAT.-ANW., |