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AU2002232943A1 - Retrieval of data related to a call center - Google Patents

Retrieval of data related to a call center

Info

Publication number
AU2002232943A1
AU2002232943A1 AU2002232943A AU3294302A AU2002232943A1 AU 2002232943 A1 AU2002232943 A1 AU 2002232943A1 AU 2002232943 A AU2002232943 A AU 2002232943A AU 3294302 A AU3294302 A AU 3294302A AU 2002232943 A1 AU2002232943 A1 AU 2002232943A1
Authority
AU
Australia
Prior art keywords
retrieval
data related
call center
call
center
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.)
Abandoned
Application number
AU2002232943A
Inventor
Ronald A. Medo
Steven W. Statham
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Individual
Original Assignee
Individual
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 Individual filed Critical Individual
Publication of AU2002232943A1 publication Critical patent/AU2002232943A1/en
Abandoned legal-status Critical Current

Links

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
    • 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
    • H04M3/5175—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
    • H04M3/5237—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
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
    • H04M3/533—Voice mail systems
    • H04M3/53325—Interconnection arrangements between voice mail systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/12—Counting circuits
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/36—Memories
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2218—Call detail recording

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)
AU2002232943A 2000-10-23 2001-10-23 Retrieval of data related to a call center Abandoned AU2002232943A1 (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US24262700P 2000-10-23 2000-10-23
US60/242,627 2000-10-23
PCT/US2001/051105 WO2002035804A2 (en) 2000-10-23 2001-10-23 Retrieval of data related to a call center

Publications (1)

Publication Number Publication Date
AU2002232943A1 true AU2002232943A1 (en) 2002-05-06

Family

ID=22915555

Family Applications (1)

Application Number Title Priority Date Filing Date
AU2002232943A Abandoned AU2002232943A1 (en) 2000-10-23 2001-10-23 Retrieval of data related to a call center

Country Status (8)

Country Link
US (3) US6868152B2 (en)
EP (1) EP1378111A4 (en)
JP (1) JP2004515940A (en)
AU (1) AU2002232943A1 (en)
BR (1) BR0114774A (en)
CA (1) CA2426002A1 (en)
MX (1) MXPA03003558A (en)
WO (1) WO2002035804A2 (en)

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BR0114774A (en) * 2000-10-23 2004-07-27 Steven W Statham Retrieving data related to a telephone center
US7187683B1 (en) * 2001-12-07 2007-03-06 Cisco Technology, Inc. Statistics data collection mechanism for distributed, high-speed data processing environments
US20030135477A1 (en) * 2002-01-17 2003-07-17 Elsey Nicholas J. Technique for effectively collecting and analyzing data in providing information assistance services
US20030158924A1 (en) * 2002-01-18 2003-08-21 Delegge Ronald L. System and method for measuring quality of service rendered via multiple communication channels
US20030169870A1 (en) * 2002-03-05 2003-09-11 Michael Stanford Automatic call distribution
US7660719B1 (en) 2004-08-19 2010-02-09 Bevocal Llc Configurable information collection system, method and computer program product utilizing speech recognition
US7894587B1 (en) * 2004-10-15 2011-02-22 Sprint Communications Company L.P. System and method for dynamic assignment of dialed number identification services in call distribution system
US7933398B1 (en) 2004-11-05 2011-04-26 Sprint Communications Company L.P. System and method for call bridging in a call center using a virtual private network
US7738646B2 (en) 2004-11-23 2010-06-15 Transera Communications, Inc. Method and system for monitoring and managing multi-sourced call centers
US8824655B2 (en) 2004-11-23 2014-09-02 Transera Communications, Inc. Routing inbound communications across call centers and the like
US8400948B2 (en) 2005-01-18 2013-03-19 Aspect Software Inc. Method and system for updating real-time data between intervals
US20060190424A1 (en) * 2005-02-18 2006-08-24 Beale Kevin M System and method for dynamically linking
US7720214B2 (en) * 2005-02-22 2010-05-18 International Business Machines Corporation Call center study method and system
US8649498B1 (en) * 2005-03-25 2014-02-11 Cisco Technology, Inc. Network architecture for hosting voice services
US20070019801A1 (en) * 2005-06-30 2007-01-25 Dell Products L.P. Method, system and apparatus for tracking support calls and determining proactive support strategies
US7653722B1 (en) * 2005-12-05 2010-01-26 Netapp, Inc. Server monitoring framework
US8588083B1 (en) * 2005-12-29 2013-11-19 At&T Intellectual Property Ii, L.P. Method and apparatus for measuring voice quality in a packet network
US8457297B2 (en) * 2005-12-30 2013-06-04 Aspect Software, Inc. Distributing transactions among transaction processing systems
CN1874370B (en) * 2005-12-30 2010-05-05 华为技术有限公司 A traffic statistics method
US8731175B2 (en) * 2006-02-21 2014-05-20 Cisco Technology, Inc. Method and system for securing access to information in an automatic call distributor system
US7599861B2 (en) 2006-03-02 2009-10-06 Convergys Customer Management Group, Inc. System and method for closed loop decisionmaking in an automated care system
US8379830B1 (en) 2006-05-22 2013-02-19 Convergys Customer Management Delaware Llc System and method for automated customer service with contingent live interaction
US7809663B1 (en) 2006-05-22 2010-10-05 Convergys Cmg Utah, Inc. System and method for supporting the utilization of machine language
WO2008046221A1 (en) * 2006-10-20 2008-04-24 Research In Motion Limited Method and system for the collection of voice call statistics for a mobile device
US8971520B1 (en) * 2006-10-27 2015-03-03 Answer Financial Inc. Method for optimizing skill assignment in call center agent applications
US8059812B1 (en) * 2007-04-13 2011-11-15 Liveops, Inc. Distributed call-routing systems
US8180026B2 (en) * 2007-06-28 2012-05-15 Mitel Networks Corporation Method and apparatus for managing a call
US7925002B2 (en) * 2007-10-25 2011-04-12 Aspect Software, Inc. Administering multiple target ACD systems
US8799045B2 (en) * 2007-11-30 2014-08-05 Centurylink Intellectual Property Llc System and method for tracking communications within an organization
KR101230705B1 (en) * 2007-12-17 2013-02-07 플레이 메가폰 System and method for managing interaction between a user and an interactive system
US20090168991A1 (en) * 2007-12-27 2009-07-02 Stanislav Zgardovski Method and System for Dynamic Tracking and Assignment of Agent Resources within a Contact Center
US8370480B2 (en) * 2007-12-27 2013-02-05 Genesys Telecommunications Laboratories, Inc. Method and system for propagating statistics between federated contact center sites for use in event distribution
US8107611B2 (en) * 2008-04-04 2012-01-31 Aceyus, Inc. Methods, systems, and computer readable media for automatically displaying customized call center operating statistics based on user profile information
GB2493018A (en) * 2011-07-22 2013-01-23 Orderly Mind Ltd Automated telephone queuing service
US8792633B2 (en) 2012-09-07 2014-07-29 Genesys Telecommunications Laboratories, Inc. Method of distributed aggregation in a call center
US9756184B2 (en) 2012-11-08 2017-09-05 Genesys Telecommunications Laboratories, Inc. System and method of distributed maintenance of contact center state
US9900432B2 (en) 2012-11-08 2018-02-20 Genesys Telecommunications Laboratories, Inc. Scalable approach to agent-group state maintenance in a contact center
US9477464B2 (en) 2012-11-20 2016-10-25 Genesys Telecommunications Laboratories, Inc. Distributed aggregation for contact center agent-groups on sliding interval
US10412121B2 (en) 2012-11-20 2019-09-10 Genesys Telecommunications Laboratories, Inc. Distributed aggregation for contact center agent-groups on growing interval
US8879718B2 (en) 2012-12-04 2014-11-04 Genesys Telecommunications Laboratories, Inc. Distributed event delivery
US9088612B2 (en) * 2013-02-12 2015-07-21 Verizon Patent And Licensing Inc. Systems and methods for providing link-performance information in socket-based communication devices
US9578171B2 (en) 2013-03-26 2017-02-21 Genesys Telecommunications Laboratories, Inc. Low latency distributed aggregation for contact center agent-groups on sliding interval
US9525743B2 (en) 2013-07-16 2016-12-20 Interactive Intelligence Group, Inc. System and method for predictive live interaction offering and hosting
WO2015009281A1 (en) * 2013-07-16 2015-01-22 Interactive Intelligence, Inc. System and method for predictive live interaction offering and hosting
US9197751B2 (en) 2014-03-26 2015-11-24 Genesys Telecommunications Laboratories, Inc. Rules-based compliance system
US9860124B2 (en) * 2014-04-02 2018-01-02 Aria Solutions, Inc. Configurable cloud-based routing
US9979823B2 (en) * 2016-08-29 2018-05-22 Genesys Telecommunications Laboratories, Inc. Contact center system and method for advanced outbound communications to a contact group
US11659427B2 (en) * 2020-04-27 2023-05-23 Spirent Communications, Inc. Efficient real-time 802.11ax OFDMA statistics logging

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US4737983A (en) * 1985-10-02 1988-04-12 American Telephone And Telegraph Company Communications, Inc. Automatic call distributor telephone service
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US5270919A (en) * 1990-06-04 1993-12-14 At&T Bell Laboratories Network planning tool
US5291550A (en) * 1990-12-26 1994-03-01 At&T Bell Laboratories Dynamic network call distributor
US5734709A (en) * 1992-01-27 1998-03-31 Sprint Communications Co. L.P. System for customer configuration of call routing in a telecommunications network
US5812654A (en) * 1992-01-27 1998-09-22 Sprint Communications Co. L.P. Telecommunications network routing
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US5335268A (en) * 1992-10-22 1994-08-02 Mci Communications Corporation Intelligent routing of special service telephone traffic
US5450482A (en) * 1992-12-29 1995-09-12 At&T Corp. Dynamic network automatic call distribution
US5530744A (en) * 1994-09-20 1996-06-25 At&T Corp. Method and system for dynamic customized call routing
US5511117A (en) 1994-09-26 1996-04-23 Zazzera; Andre C. Integrated voice and business transaction reporting for telephone call centers
US5623540A (en) * 1994-10-05 1997-04-22 Siemens Rolm Communications, Inc. PBX data retrieval and reporting system and method
US5530482A (en) * 1995-03-21 1996-06-25 Texas Instruments Incorporated Pixel data processing for spatial light modulator having staggered pixels
US5864616A (en) * 1996-06-28 1999-01-26 Intel Corporation System and method for providing call statistics in real time
US5917900A (en) 1997-02-07 1999-06-29 Mci Communications Corporation Remote data gateway
US5946387A (en) 1997-02-10 1999-08-31 Genesys Telecommunications Laboratories, Inc, Agent-level network call routing
US6134315A (en) 1997-09-30 2000-10-17 Genesys Telecommunications Laboratories, Inc. Metadata-based network routing
BR0114774A (en) * 2000-10-23 2004-07-27 Steven W Statham Retrieving data related to a telephone center

Also Published As

Publication number Publication date
US7266192B2 (en) 2007-09-04
US6868152B2 (en) 2005-03-15
WO2002035804A3 (en) 2003-11-06
US20020076030A1 (en) 2002-06-20
JP2004515940A (en) 2004-05-27
CA2426002A1 (en) 2002-05-02
MXPA03003558A (en) 2004-09-10
BR0114774A (en) 2004-07-27
US20040252822A1 (en) 2004-12-16
EP1378111A2 (en) 2004-01-07
US7065202B2 (en) 2006-06-20
US20060147026A1 (en) 2006-07-06
WO2002035804A2 (en) 2002-05-02
EP1378111A4 (en) 2004-11-03

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