WO2000070849A3 - Call center scheduling system - Google Patents

Call center scheduling system Download PDF

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Publication number
WO2000070849A3
WO2000070849A3 PCT/US2000/013230 US0013230W WO0070849A3 WO 2000070849 A3 WO2000070849 A3 WO 2000070849A3 US 0013230 W US0013230 W US 0013230W WO 0070849 A3 WO0070849 A3 WO 0070849A3
Authority
WO
WIPO (PCT)
Prior art keywords
agent
call center
slots
scheduling
client
Prior art date
Application number
PCT/US2000/013230
Other languages
French (fr)
Other versions
WO2000070849A2 (en
Inventor
Richard S Cherry
Original Assignee
Willow Csn 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 Willow Csn Inc filed Critical Willow Csn Inc
Priority to EP00930719A priority Critical patent/EP1219101A2/en
Priority to AU48489/00A priority patent/AU4848900A/en
Publication of WO2000070849A2 publication Critical patent/WO2000070849A2/en
Publication of WO2000070849A3 publication Critical patent/WO2000070849A3/en

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
    • H04M3/22—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
    • H04M3/5125—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
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/402—Agent or workforce management
    • 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
    • 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
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • 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

Abstract

A method of scheduling remotely located call center agents (90) comprising the steps of connecting a call center client (40) and a remotely located call center agent (90) by telephonic and digital means. A scheduling server having a scheduling database is connected to a voice switch (70) handling telephonic communications for the agent (90). A client-user terminal interface is utilized for posting one or more available time-slots (240) in the scheduling database for accepting a customer-initiated telephone call. An agent-user terminal interface displays the time-slots in the scheduling database to the agent (90) who accepts one or more available time-slots (250) through the agent-user terminal interface. The sheduling server then determines if the agent (90) is authorized by the client to provide call center service and, if authorized, marks the time-slots accepted by the agent as unavailable.
PCT/US2000/013230 1999-05-13 2000-05-12 Call center scheduling system WO2000070849A2 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
EP00930719A EP1219101A2 (en) 1999-05-13 2000-05-12 Call center scheduling system
AU48489/00A AU4848900A (en) 1999-05-13 2000-05-12 Call center scheduling system

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/311,097 1999-05-13
US09/311,097 US6493446B1 (en) 1999-05-13 1999-05-13 Call center posting program

Publications (2)

Publication Number Publication Date
WO2000070849A2 WO2000070849A2 (en) 2000-11-23
WO2000070849A3 true WO2000070849A3 (en) 2002-04-25

Family

ID=23205394

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2000/013230 WO2000070849A2 (en) 1999-05-13 2000-05-12 Call center scheduling system

Country Status (4)

Country Link
US (1) US6493446B1 (en)
EP (1) EP1219101A2 (en)
AU (1) AU4848900A (en)
WO (1) WO2000070849A2 (en)

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US11595522B2 (en) 2016-12-30 2023-02-28 Afiniti, Ltd. Techniques for workforce management in a contact center system

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Also Published As

Publication number Publication date
AU4848900A (en) 2000-12-05
WO2000070849A2 (en) 2000-11-23
EP1219101A2 (en) 2002-07-03
US6493446B1 (en) 2002-12-10

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