CA2090165A1 - Network based outbound call management - Google Patents

Network based outbound call management

Info

Publication number
CA2090165A1
CA2090165A1 CA2090165A CA2090165A CA2090165A1 CA 2090165 A1 CA2090165 A1 CA 2090165A1 CA 2090165 A CA2090165 A CA 2090165A CA 2090165 A CA2090165 A CA 2090165A CA 2090165 A1 CA2090165 A1 CA 2090165A1
Authority
CA
Canada
Prior art keywords
nocm
customer
services
call management
network
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.)
Granted
Application number
CA2090165A
Other languages
French (fr)
Other versions
CA2090165C (en
Inventor
Barbara I. Gaechter
Paramdeep Singh Sahni
I. Grace Tseng
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.)
AT&T Corp
Original Assignee
American Telephone and Telegraph Co 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 American Telephone and Telegraph Co Inc filed Critical American Telephone and Telegraph Co Inc
Publication of CA2090165A1 publication Critical patent/CA2090165A1/en
Application granted granted Critical
Publication of CA2090165C publication Critical patent/CA2090165C/en
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

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
    • H04M3/4228—Systems providing special services or facilities to subscribers in networks
    • 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
    • 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
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/0016—Arrangements providing connection between exchanges
    • H04Q3/0029—Provisions for intelligent networking
    • 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
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • 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
    • H04M7/00—Arrangements for interconnection between switching centres
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13547—Indexing scheme relating to selecting arrangements in general and for multiplex systems subscriber, e.g. profile, database, database access

Abstract

An outbound call management capability is provided for a public switched telephone network by a network based outbound call management (NOCM) complex, which can be accessed by all subscribers to the public switched network through one or more central offices in the network. A predetermined list of telephone numbers is stored in a data base in the NOCM complex for each subscriber who uses the NOCM services. The telephone numbers are automatically dialed at one or more predetermined scheduled times. When one of the dialed telephones is answered, the NOCM complex sets up a connection through the public switched telephone network between the called party and one or more attendants at one or more telephone numbers specified by a customer of the NOCM services. The NOCM services are made available to any subscriber of the public switched telephone network by provision of a special access code which permits a subscriber who is a customer of this service to dial the NOCM complex which will then interact with the customer by responding to voice or DTMF commands from the customer.
The customer may program the list of telephone numbers to be called and program the telephone phone numbers to be used by the NOCM system to connect awaiting attendants with parties automatically called by the NOCM system. The NOCM
system customer may set the time for the execution of his calling program by theNOCM system, and may interrupt or otherwise influence or change the execution ofhis program. All of this may be accomplished without a need to purchase expensive outbound call management premises equipment or to retain the services of a special provider of outboard call management services.
CA002090165A 1992-04-01 1993-02-23 Network based outbound call management Expired - Lifetime CA2090165C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US86172092A 1992-04-01 1992-04-01
US861,720 1992-04-01

Publications (2)

Publication Number Publication Date
CA2090165A1 true CA2090165A1 (en) 1993-10-02
CA2090165C CA2090165C (en) 1997-06-17

Family

ID=25336573

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002090165A Expired - Lifetime CA2090165C (en) 1992-04-01 1993-02-23 Network based outbound call management

Country Status (8)

Country Link
US (1) US5463685A (en)
EP (1) EP0564192B1 (en)
JP (1) JPH0646150A (en)
CA (1) CA2090165C (en)
DE (1) DE69329404T2 (en)
ES (1) ES2151896T3 (en)
MX (1) MX9301745A (en)
SG (1) SG74544A1 (en)

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Also Published As

Publication number Publication date
EP0564192B1 (en) 2000-09-13
US5463685A (en) 1995-10-31
EP0564192A3 (en) 1994-07-20
DE69329404T2 (en) 2001-03-15
DE69329404D1 (en) 2000-10-19
CA2090165C (en) 1997-06-17
ES2151896T3 (en) 2001-01-16
JPH0646150A (en) 1994-02-18
EP0564192A2 (en) 1993-10-06
SG74544A1 (en) 2000-08-22
MX9301745A (en) 1993-10-01

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Legal Events

Date Code Title Description
EEER Examination request