WO1998035509A3 - Method for routing calls to call centers based on statistical models of call behavior - Google Patents

Method for routing calls to call centers based on statistical models of call behavior Download PDF

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Publication number
WO1998035509A3
WO1998035509A3 PCT/US1998/002923 US9802923W WO9835509A3 WO 1998035509 A3 WO1998035509 A3 WO 1998035509A3 US 9802923 W US9802923 W US 9802923W WO 9835509 A3 WO9835509 A3 WO 9835509A3
Authority
WO
WIPO (PCT)
Prior art keywords
call
loading
call centers
routing calls
statistical models
Prior art date
Application number
PCT/US1998/002923
Other languages
French (fr)
Other versions
WO1998035509A2 (en
Inventor
Igor Neyman
Dimitriy A Torba
Vladimir N Deryugin
Original Assignee
Genesys Telecomm Lab 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 Telecomm Lab Inc filed Critical Genesys Telecomm Lab Inc
Priority to AU61673/98A priority Critical patent/AU6167398A/en
Publication of WO1998035509A2 publication Critical patent/WO1998035509A2/en
Publication of WO1998035509A3 publication Critical patent/WO1998035509A3/en

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • 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
    • H04M3/5237—Interconnection arrangements between ACD systems
    • 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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements

Abstract

A system (100) for routing calls has a plurality of call centers (102a, 102b, 102c) and a central controller (106) for managing activity of the plurality of call centers (102a, 102b, 102c), including call loading. The central controller (106) utilizes a method for managing loading based on estimates of loading for call centers (102a, 102b, 102c) in the system (100) for which real time loading information is not available during certain time intervals. The method involves retrieving a previous status of the call center for which real time information is not available, and using that previous status to perform and estimate of current loading for management purposes.
PCT/US1998/002923 1997-02-11 1998-02-10 Method for routing calls to call centers based on statistical models of call behavior WO1998035509A2 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU61673/98A AU6167398A (en) 1997-02-11 1998-02-10 Method for routing calls to call centers based on statistical models of call behavior

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US08/798,236 US5926538A (en) 1997-02-11 1997-02-11 Method for routing calls to call centers based on statistical modeling of call behavior
US08/798,236 1997-02-11

Publications (2)

Publication Number Publication Date
WO1998035509A2 WO1998035509A2 (en) 1998-08-13
WO1998035509A3 true WO1998035509A3 (en) 1998-11-05

Family

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Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US1998/002923 WO1998035509A2 (en) 1997-02-11 1998-02-10 Method for routing calls to call centers based on statistical models of call behavior

Country Status (3)

Country Link
US (1) US5926538A (en)
AU (1) AU6167398A (en)
WO (1) WO1998035509A2 (en)

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