CA2309182A1 - Transfer-connect telephony services utilizing automated audio systems - Google Patents

Transfer-connect telephony services utilizing automated audio systems Download PDF

Info

Publication number
CA2309182A1
CA2309182A1 CA002309182A CA2309182A CA2309182A1 CA 2309182 A1 CA2309182 A1 CA 2309182A1 CA 002309182 A CA002309182 A CA 002309182A CA 2309182 A CA2309182 A CA 2309182A CA 2309182 A1 CA2309182 A1 CA 2309182A1
Authority
CA
Canada
Prior art keywords
call
transfer
audio systems
telephony services
services utilizing
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
CA002309182A
Other languages
French (fr)
Other versions
CA2309182C (en
Inventor
Yuri Shtivelman
Kenneth Scott Myers
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.)
Genesys Cloud Services Inc
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 CA2309182A1 publication Critical patent/CA2309182A1/en
Application granted granted Critical
Publication of CA2309182C publication Critical patent/CA2309182C/en
Anticipated expiration legal-status Critical
Expired - Fee Related 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
    • H04M3/50—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
    • H04M3/52—Arrangements for routing dead number calls to operators
    • 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
    • H04M3/42306—Number translation services, e.g. premium-rate, freephone or vanity number services
    • 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
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • 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
    • 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
    • H04M3/56—Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities
    • 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
    • H04M3/58—Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/42—Graphical user interfaces
    • 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
    • H04Q—SELECTING
    • H04Q1/00—Details of selecting apparatus or arrangements
    • H04Q1/18—Electrical details
    • H04Q1/30—Signalling arrangements; Manipulation of signalling currents
    • H04Q1/44—Signalling arrangements; Manipulation of signalling currents using alternate current
    • H04Q1/444—Signalling arrangements; Manipulation of signalling currents using alternate current with voice-band signalling frequencies
    • H04Q1/45—Signalling arrangements; Manipulation of signalling currents using alternate current with voice-band signalling frequencies using multi-frequency signalling
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
    • Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10S379/00—Telephonic communications
    • Y10S379/90—Internet, e.g. Internet phone, webphone, internet-based telephony

Abstract

A call re-directing system associated with a call center (1010) integrates an interface on a computer station (1021) at an agent station (1020) having a telephone (1022), a CTI-application executing on a processor (1012) connected to a telephony switch (1011), and a DSP-controller to operate with Transfer Connect protocols for re-directing misrouted telephone calls. In a preferred embodiment, data associated with a call is transferred to the new destination of a re-routed call and re-associated with the call.
CA002309182A 1997-12-01 1998-10-27 Transfer-connect telephony services utilizing automated audio systems Expired - Fee Related CA2309182C (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US08/982,114 US6072864A (en) 1997-12-01 1997-12-01 Transfer-connect telephony services utilizing automated audio systems
US08/982,114 1997-12-01
PCT/US1998/022755 WO1999029092A1 (en) 1997-12-01 1998-10-27 Transfer-connect telephony services utilizing automated audio systems

Publications (2)

Publication Number Publication Date
CA2309182A1 true CA2309182A1 (en) 1999-06-10
CA2309182C CA2309182C (en) 2003-03-18

Family

ID=25528855

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002309182A Expired - Fee Related CA2309182C (en) 1997-12-01 1998-10-27 Transfer-connect telephony services utilizing automated audio systems

Country Status (8)

Country Link
US (2) US6072864A (en)
EP (1) EP1040644B1 (en)
CN (1) CN1127253C (en)
AT (1) ATE342628T1 (en)
AU (1) AU740034B2 (en)
CA (1) CA2309182C (en)
DE (1) DE69836147T2 (en)
WO (1) WO1999029092A1 (en)

Families Citing this family (59)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6879586B2 (en) * 1996-07-09 2005-04-12 Genesys Telecommunications Laboratories, Inc. Internet protocol call-in centers and establishing remote agents
US6597685B2 (en) * 1995-10-25 2003-07-22 Genesys Telecommunications Laboratories, Inc. Method and apparatus for determining and using multiple object states in an intelligent internet protocol telephony network
US6480600B1 (en) 1997-02-10 2002-11-12 Genesys Telecommunications Laboratories, Inc. Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
US6104802A (en) 1997-02-10 2000-08-15 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
US7031442B1 (en) 1997-02-10 2006-04-18 Genesys Telecommunications Laboratories, Inc. Methods and apparatus for personal routing in computer-simulated telephony
US6711611B2 (en) 1998-09-11 2004-03-23 Genesis Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
US6985943B2 (en) 1998-09-11 2006-01-10 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
USRE46528E1 (en) 1997-11-14 2017-08-29 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level
US6072864A (en) * 1997-12-01 2000-06-06 Genesys Telecommunication Laboratories, Inc. Transfer-connect telephony services utilizing automated audio systems
US8130749B2 (en) * 1998-02-17 2012-03-06 Genesys Telecommunications Laboratories Inc., A Corp of California Telephone network interface bridge between data telephony networks and dedicated connection telephony networks
US7907598B2 (en) 1998-02-17 2011-03-15 Genesys Telecommunication Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
US6212178B1 (en) * 1998-09-11 2001-04-03 Genesys Telecommunication Laboratories, Inc. Method and apparatus for selectively presenting media-options to clients of a multimedia call center
US6332154B2 (en) 1998-09-11 2001-12-18 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
US6385192B1 (en) * 1998-03-24 2002-05-07 Siemens Information And Communication Networks, Inc. Method and apparatus for DTMF signaling on compressed voice networks
USRE46153E1 (en) 1998-09-11 2016-09-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
US6549539B1 (en) * 1998-11-24 2003-04-15 Genesys Telecommunications Laboratories, Inc. Platform-independent DNT intelligent network
US6920214B1 (en) * 1999-07-01 2005-07-19 Sprint Communications Company L.P. Telecommunications system with centralized call redirection control logic and speed dial translation logic
DE50013838D1 (en) * 1999-10-07 2007-01-18 Swisscom Mobile Ag METHOD OF WHICH THE TYPE OF TAXATION MAY BE CHANGED DURING A CONNECTION
US7929978B2 (en) 1999-12-01 2011-04-19 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network
US7515597B1 (en) * 2000-10-03 2009-04-07 Eads Telecom North America Inc. Distributed switching platform and method of operating the same
US6845155B2 (en) * 2001-05-21 2005-01-18 Metro One Telecommunications, Inc. Technique for effectively processing and dynamically routing communication calls
US6931118B2 (en) * 2001-05-24 2005-08-16 Verizon Federal Inc. Application-specific subnet for enhanced call processing
US7110525B1 (en) 2001-06-25 2006-09-19 Toby Heller Agent training sensitive call routing system
DE10142494A1 (en) * 2001-08-30 2003-03-20 Siemens Ag Service provision method within communications network with verification that provided service can be executed at target agent system
KR20010112133A (en) * 2001-09-21 2001-12-20 이동주 Apparatus and method for working DB integrated holding house/remote using VPN
US6912272B2 (en) * 2001-09-21 2005-06-28 Talkflow Systems, Llc Method and apparatus for managing communications and for creating communication routing rules
US6683947B2 (en) * 2001-12-31 2004-01-27 General Electric Capital Corporation Call center monitoring system
DE10206400A1 (en) * 2002-02-15 2003-09-04 Siemens Ag Call forwarding involves holding call and connection between first and second ports for voice connection active when call received at first port while setting up link to intended port
US7372952B1 (en) 2002-03-07 2008-05-13 Wai Wu Telephony control system with intelligent call routing
US7674838B2 (en) * 2002-04-05 2010-03-09 Henkel Corporation Curable foam elastomeric compositions
US6741172B1 (en) * 2002-06-28 2004-05-25 Bellsouth Intellectual Property Corporation Voice-to-data equipment installation set up method and system
EP1401182A1 (en) * 2002-09-20 2004-03-24 Siemens AG Point of presence outbound call center
US7751546B2 (en) * 2003-01-22 2010-07-06 Avaya Canada Corp. Call transfer system, method and network devices
US9818136B1 (en) 2003-02-05 2017-11-14 Steven M. Hoffberg System and method for determining contingent relevance
US7676034B1 (en) 2003-03-07 2010-03-09 Wai Wu Method and system for matching entities in an auction
US20040248590A1 (en) * 2003-06-06 2004-12-09 Kevin Chan Apparatus and method for presence-based call routing using computers
US7417981B2 (en) 2003-10-15 2008-08-26 Vonage Holdings Corp. Method and apparatus for enhanced Internet Telephony
US7386111B2 (en) 2004-02-10 2008-06-10 Vonage Network Inc. Method and apparatus for placing a long distance call based on a virtual phone number
US7580837B2 (en) 2004-08-12 2009-08-25 At&T Intellectual Property I, L.P. System and method for targeted tuning module of a speech recognition system
US20060109974A1 (en) * 2004-11-23 2006-05-25 Sbc Knowledge Ventures, L.P. System and method for IVR transfer of an inbound call
US7724889B2 (en) 2004-11-29 2010-05-25 At&T Intellectual Property I, L.P. System and method for utilizing confidence levels in automated call routing
US7242751B2 (en) 2004-12-06 2007-07-10 Sbc Knowledge Ventures, L.P. System and method for speech recognition-enabled automatic call routing
US7751551B2 (en) 2005-01-10 2010-07-06 At&T Intellectual Property I, L.P. System and method for speech-enabled call routing
US20060182252A1 (en) * 2005-02-01 2006-08-17 Sbc Knowledge Ventures Lp Method and apparatus for maintaining automated call transfers between service centers
US20060210036A1 (en) 2005-03-16 2006-09-21 Jeffrey Citron System for effecting a telephone call over a computer network without alphanumeric keypad operation
US8683044B2 (en) 2005-03-16 2014-03-25 Vonage Network Llc Third party call control application program interface
US8223954B2 (en) 2005-03-22 2012-07-17 At&T Intellectual Property I, L.P. System and method for automating customer relations in a communications environment
US7657020B2 (en) 2005-06-03 2010-02-02 At&T Intellectual Property I, Lp Call routing system and method of using the same
CN1882015B (en) * 2005-06-15 2010-09-29 Sk营销咨询 Service quality call route selecting system using adviser and speech recognition engine and its method
US8874477B2 (en) 2005-10-04 2014-10-28 Steven Mark Hoffberg Multifactorial optimization system and method
US8306202B2 (en) 2005-11-09 2012-11-06 Vonage Network Llc Method and system for customized caller identification
JP4867321B2 (en) * 2005-12-06 2012-02-01 日本電気株式会社 Connection control apparatus and method, and program
US20070140457A1 (en) * 2005-12-19 2007-06-21 Sbc Knowledge Ventures Lp Method and apparatus for selectively routing callers to service call centers
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
US8917717B2 (en) 2007-02-13 2014-12-23 Vonage Network Llc Method and system for multi-modal communications
AU2007217346B2 (en) 2006-02-27 2011-07-28 Vonage Holdings Corp. Automatic device configuration
US8300798B1 (en) 2006-04-03 2012-10-30 Wai Wu Intelligent communication routing system and method
US20120219142A1 (en) * 2011-02-27 2012-08-30 General Motors Llc Call transfer process and system
CN110049199B (en) * 2019-04-23 2021-01-26 深圳市大众通信技术有限公司 Call scheduling method and system

Family Cites Families (9)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4926462A (en) * 1988-02-24 1990-05-15 Vmx/Opcom Interface to and operation of a voice messaging system
US5432845A (en) * 1992-12-21 1995-07-11 At&T Corp. Post answer telephone call redirection or rerouting
US5848131A (en) * 1993-02-22 1998-12-08 Murex Securities, Ltd. Automatic information and routing system for telephonic services
AU677393B2 (en) * 1993-07-08 1997-04-24 E-Talk Corporation Method and system for transferring calls and call-related data between a plurality of call centres
DE69420096T2 (en) * 1993-09-22 1999-12-09 Teknekron Infowitch Corp Telecommunication system monitoring
DE69633902D1 (en) * 1995-10-03 2004-12-30 Rockwell International Corp Call overflow system and method for an automatic call distribution system
US5901214A (en) * 1996-06-10 1999-05-04 Murex Securities, Ltd. One number intelligent call processing system
US6064667A (en) * 1997-02-10 2000-05-16 Genesys Telecommunications Laboratories, Inc. Apparatus and methods enhancing call routing to and within call centers
US6072864A (en) * 1997-12-01 2000-06-06 Genesys Telecommunication Laboratories, Inc. Transfer-connect telephony services utilizing automated audio systems

Also Published As

Publication number Publication date
US20010053216A1 (en) 2001-12-20
AU740034B2 (en) 2001-10-25
US6320951B1 (en) 2001-11-20
CN1282487A (en) 2001-01-31
CN1127253C (en) 2003-11-05
DE69836147T2 (en) 2007-08-16
ATE342628T1 (en) 2006-11-15
DE69836147D1 (en) 2006-11-23
EP1040644A4 (en) 2004-10-20
EP1040644A1 (en) 2000-10-04
EP1040644B1 (en) 2006-10-11
AU1202299A (en) 1999-06-16
CA2309182C (en) 2003-03-18
US6072864A (en) 2000-06-06
WO1999029092A1 (en) 1999-06-10

Similar Documents

Publication Publication Date Title
CA2309182A1 (en) Transfer-connect telephony services utilizing automated audio systems
US5537461A (en) Information services platform
US5255314A (en) Switch adjunct integration arrangement
CA2309105A1 (en) Implementing number portability using a flexible numbering register and an interwork link register
CA2302678A1 (en) Home agent call center system and method
EP1326415A3 (en) Apparatus and methods enhancing call routing to and within call-centers
CA2228661A1 (en) Methods and apparatus for originating voice calls
EP0353890A3 (en) Information handling centre telecommunication servers
CA2201298A1 (en) A network based knowledgeable assistant
EP0781015A3 (en) Computer network telephone system
CA2271891A1 (en) System and method for providing enhanced services for a telecommunication call
CA2301447A1 (en) System for providing location based service to a wireless telephone set in a telephone system
HK1039009A1 (en) An intelligent network.
CA2276528A1 (en) Method and system for connecting a caller to a content provider
WO1998028901A3 (en) Distributed voice processing system
EP0901297A3 (en) Intelligent peripheral
WO1998056133A3 (en) Systems and methods for internet enabled services
CA2320779A1 (en) Processing packet-switched voice calls directed to a mobile unit operating in circuit-switched mode
WO2002037871A3 (en) Method and system for providing integrated services in a mobile radio communication system
US7844043B2 (en) Telecommunication network that provides caller-entered information to a call destination
US6611589B1 (en) PBX system for interworking digital telephone with personal computer and controlling method thereof
AU7920398A (en) Routing of call forwarding according to basic services
WO1999033251A3 (en) Routing call processing communications in a telecommunications system
EP0766445A3 (en) Audio communications interface, method and communications system for connecting a remote agent to a telephonic switch
EP0910199A3 (en) Call back method

Legal Events

Date Code Title Description
EEER Examination request
MKLA Lapsed
MKLA Lapsed

Effective date: 20041027