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AU2426501A - System with multi-media real-time queue monitor - Google Patents

System with multi-media real-time queue monitor

Info

Publication number
AU2426501A
AU2426501A AU24265/01A AU2426501A AU2426501A AU 2426501 A AU2426501 A AU 2426501A AU 24265/01 A AU24265/01 A AU 24265/01A AU 2426501 A AU2426501 A AU 2426501A AU 2426501 A AU2426501 A AU 2426501A
Authority
AU
Australia
Prior art keywords
time queue
queue monitor
media real
media
real
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
AU24265/01A
Inventor
Mark Steven Chodos
Bouwe Hamersma
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.)
LIGHTNING ROD SOFTWARE Inc
Original Assignee
LIGHTNING ROD SOFTWARE 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 LIGHTNING ROD SOFTWARE Inc filed Critical LIGHTNING ROD SOFTWARE Inc
Publication of AU2426501A publication Critical patent/AU2426501A/en
Abandoned legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; 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
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/40—Support for services or applications
    • H04L65/401—Support for services or applications wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/50—Network services
    • H04L67/75—Indicating network or usage conditions on the user display
    • 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
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L69/00—Network arrangements, protocols or services independent of the application payload and not provided for in the other groups of this subclass
    • H04L69/30—Definitions, standards or architectural aspects of layered protocol stacks
    • H04L69/32—Architecture of open systems interconnection [OSI] 7-layer type protocol stacks, e.g. the interfaces between the data link level and the physical level
    • H04L69/322—Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions
    • H04L69/329—Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions in the application layer [OSI layer 7]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/45—Aspects of automatic or semi-automatic exchanges related to voicemail messaging
    • H04M2203/4536—Voicemail combined with text-based messaging
    • 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
    • H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back 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
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Economics (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Human Resources & Organizations (AREA)
  • Strategic Management (AREA)
  • Operations Research (AREA)
  • Game Theory and Decision Science (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Educational Administration (AREA)
  • Development Economics (AREA)
  • Multimedia (AREA)
  • Telephonic Communication Services (AREA)
AU24265/01A 1999-12-02 2000-11-30 System with multi-media real-time queue monitor Abandoned AU2426501A (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US45300699A 1999-12-02 1999-12-02
US09453006 1999-12-02
PCT/US2000/032601 WO2001040959A1 (en) 1999-12-02 2000-11-30 System with multi-media real-time queue monitor

Publications (1)

Publication Number Publication Date
AU2426501A true AU2426501A (en) 2001-06-12

Family

ID=23798858

Family Applications (1)

Application Number Title Priority Date Filing Date
AU24265/01A Abandoned AU2426501A (en) 1999-12-02 2000-11-30 System with multi-media real-time queue monitor

Country Status (2)

Country Link
AU (1) AU2426501A (en)
WO (1) WO2001040959A1 (en)

Families Citing this family (14)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7929562B2 (en) 2000-11-08 2011-04-19 Genesis Telecommunications Laboratories, Inc. Method and apparatus for optimizing response time to events in queue
US7299259B2 (en) 2000-11-08 2007-11-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus for intelligent routing of instant messaging presence protocol (IMPP) events among a group of customer service representatives
US6822945B2 (en) 2000-11-08 2004-11-23 Genesys Telecommunications Laboratories, Inc. Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue
USRE46776E1 (en) 2002-08-27 2018-04-03 Genesys Telecommunications Laboratories, Inc. Method and apparatus for optimizing response time to events in queue
WO2005022298A2 (en) 2003-08-25 2005-03-10 Cisco Technology, Inc. Method and system for utilizing proxy designation in a call system
GB0408956D0 (en) * 2004-04-22 2004-05-26 Qm Group Ltd Customer assistance system
EP1845486A1 (en) * 2006-03-18 2007-10-17 QM Group Limited Recording customer satisfaction with service staff performance
GB2436157A (en) * 2006-03-18 2007-09-19 Qm Group Ltd Customer service system
GB2444524A (en) * 2006-12-08 2008-06-11 Qm Group Ltd Customer information display system
EP2290552A4 (en) * 2008-06-03 2012-08-15 Fujitsu Ltd DATA TRANSFER DEVICE, INFORMATION PROCESSING DEVICE AND CONTROL PROCEDURE
CN101340494B (en) * 2008-07-29 2011-03-16 华为技术有限公司 Prompt method and system of calling center
US10810599B2 (en) 2014-04-02 2020-10-20 Avaya Inc. Live assist
US10489220B2 (en) 2017-01-26 2019-11-26 Microsoft Technology Licensing, Llc Priority based scheduling
US20200287947A1 (en) * 2019-03-04 2020-09-10 Metatellus Oü System and method for selective communication

Family Cites Families (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5771354A (en) * 1993-11-04 1998-06-23 Crawford; Christopher M. Internet online backup system provides remote storage for customers using IDs and passwords which were interactively established when signing up for backup services
US5687212A (en) * 1995-07-25 1997-11-11 Bell Atlantic Network Services, Inc. System for reactively maintaining telephone network facilities in a public switched telephone network
US5696809A (en) * 1995-06-22 1997-12-09 Bell Atlantic Network Services, Inc. Advanced intelligent network based computer architecture for concurrent delivery of voice and text data using failure management system
US6134530A (en) * 1998-04-17 2000-10-17 Andersen Consulting Llp Rule based routing system and method for a virtual sales and service center

Also Published As

Publication number Publication date
WO2001040959A1 (en) 2001-06-07

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Legal Events

Date Code Title Description
MK6 Application lapsed section 142(2)(f)/reg. 8.3(3) - pct applic. not entering national phase