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Computer telephone integration using automatic calling distribution system characteristic

A technology of automatic calling and call distribution, applied in the direction of telephone communication, automatic switching office, electrical components, etc., can solve problems such as waste of energy

Inactive Publication Date: 2008-04-30
AVAYA TECH LLC
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

this is clearly duplicating and wasting the effort expended in providing these features and capabilities in the ACD system and its MIS

Method used

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  • Computer telephone integration using automatic calling distribution system characteristic
  • Computer telephone integration using automatic calling distribution system characteristic
  • Computer telephone integration using automatic calling distribution system characteristic

Examples

Experimental program
Comparison scheme
Effect test

Embodiment Construction

[0030] Figure 1 shows a typical multimedia contact center. The contact center includes a plurality of telephone lines and / or trunks 100 over which the contact center receives or originates telephone calls 168 . Telephone lines and / or trunk lines 100 are selectively interconnected via ACD system 101 with a plurality of agent locations 102-104. Each agent location 102-104 includes a voice / data terminal 107 that a corresponding agent 106-108 uses when handling calls and other contacts. Terminal 107 is connected to ACD system 101 through voice / data transmission medium 109 . Included in the ACD system 101 is a conventional management information system (MIS) 110 for monitoring ACD calls and ACD agents and collecting call / agent records and statistics for use in managing the ACD system 101 and generating reports.

[0031] A typical ACD system 101 is the Avaya Definity A private branch exchange (PBX) based ACD system. It is a stored program control system that typically includes:...

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PUM

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Abstract

In a computer-telephony integrated (CTI) contact center, a CTI adjunct (160) enqueues contacts in contact queues (184) of the CTI adjunct, but also causes contacts that are calls (168) to be enqueued as ACD calls in ACD call queues (120) of an ACD system (101), whereby the ACD system and its management information system (MIS 110) provide ACD features to the calls. Similarly, the CTI adjunct enqueues agents in agent queues (185) of the CTI adjunct, but also causes agents (102-104) that have call-handling skills to log into and to be enqueued as ACD agents in ACD agent queues (130) of the ACD system, whereby the ACD system and its MIS provide ACD features to the agents.

Description

technical field [0001] This invention relates to automatic call distribution systems and computer telephony integration related thereto. Background technique [0002] Based on various criteria such as the availability and skills of the agent and the needs of the calling user. An automatic call distribution (ACD) system distributes calls requiring service among a group of agents in a call center. The ACD system detects and answers incoming calls. It looks in its memory for instructions on how to handle these calls. Based on these instructions, it queues each call in a call queue corresponding to the call type and gives these calls some "in-queue" treatment, for example, sending a message that someone will answer the call shortly and that the calling user may be in How long to wait for an answer, and / or connect calls to a voice response unit to gather more information about those calls. When a call reaches the head of its call queue and an agent serving that type of call i...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/42H04Q3/62H04M3/51H04M3/523
CPCH04M3/5232H04M3/5183H04M2203/6018H04M3/5233H04M3/22
Inventor 乔奎恩·奥马尔·阿尔瓦拉多迪迪纳·布罗克安德鲁·D·弗劳克哈特欧格内·P·马修斯皮特·J·马特奥克里斯托弗·莫斯罗伯特·丹尼尔·纳尔邦
Owner AVAYA TECH LLC