AU4396496A - Answering telephone calls - Google Patents

Answering telephone calls

Info

Publication number
AU4396496A
AU4396496A AU43964/96A AU4396496A AU4396496A AU 4396496 A AU4396496 A AU 4396496A AU 43964/96 A AU43964/96 A AU 43964/96A AU 4396496 A AU4396496 A AU 4396496A AU 4396496 A AU4396496 A AU 4396496A
Authority
AU
Australia
Prior art keywords
telephone calls
answering telephone
answering
calls
telephone
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
AU43964/96A
Inventor
Blaise Francis Egan
Nye Hughes
Andrew Noble
Duncan Singleterry
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.)
British Telecommunications PLC
Original Assignee
British Telecommunications PLC
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 British Telecommunications PLC filed Critical British Telecommunications PLC
Publication of AU4396496A publication Critical patent/AU4396496A/en
Abandoned legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • 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
    • H04M3/523—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
    • H04M3/42—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

Landscapes

  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Signal Processing (AREA)
  • Strategic Management (AREA)
  • Economics (AREA)
  • Human Resources & Organizations (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Game Theory and Decision Science (AREA)
  • Educational Administration (AREA)
  • Development Economics (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Telephonic Communication Services (AREA)
AU43964/96A 1995-01-18 1996-01-18 Answering telephone calls Abandoned AU4396496A (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
EP95300296 1995-01-18
EP95300296 1995-01-18
PCT/GB1996/000086 WO1996022648A1 (en) 1995-01-18 1996-01-18 Answering telephone calls

Publications (1)

Publication Number Publication Date
AU4396496A true AU4396496A (en) 1996-08-07

Family

ID=8221056

Family Applications (1)

Application Number Title Priority Date Filing Date
AU43964/96A Abandoned AU4396496A (en) 1995-01-18 1996-01-18 Answering telephone calls

Country Status (2)

Country Link
AU (1) AU4396496A (en)
WO (1) WO1996022648A1 (en)

Families Citing this family (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6356632B1 (en) * 1998-12-31 2002-03-12 Avaya Technology Corp. Call selection and agent selection in a call center based on agent staffing schedule
CN105225017B (en) * 2015-10-30 2019-02-26 南京南瑞集团公司 A Multi-Agent Short-Term Optimal Scheduling Method for Hydropower Stations

Family Cites Families (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
AU8907691A (en) * 1990-10-12 1992-05-20 Iex Corporation Method and system for planning, scheduling and managing personnel

Also Published As

Publication number Publication date
WO1996022648A1 (en) 1996-07-25

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