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GB9613163D0 - Telecommunications system and method - Google Patents

Telecommunications system and method

Info

Publication number
GB9613163D0
GB9613163D0 GBGB9613163.6A GB9613163A GB9613163D0 GB 9613163 D0 GB9613163 D0 GB 9613163D0 GB 9613163 A GB9613163 A GB 9613163A GB 9613163 D0 GB9613163 D0 GB 9613163D0
Authority
GB
United Kingdom
Prior art keywords
telecommunications system
telecommunications
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.)
Pending
Application number
GBGB9613163.6A
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.)
Nortel Networks Ltd
Original Assignee
Northern Telecom Ltd
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 Northern Telecom Ltd filed Critical Northern Telecom Ltd
Priority to GBGB9613163.6A priority Critical patent/GB9613163D0/en
Publication of GB9613163D0 publication Critical patent/GB9613163D0/en
Priority to PCT/IB1997/000778 priority patent/WO1997050235A1/en
Priority to EP97926163A priority patent/EP0908044A1/en
Pending 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
    • H04M3/5183—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
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/003—Click to dial 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
    • H04M3/523—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
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13072—Sequence circuits for call signaling, ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13095—PIN / Access code, authentication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/1313—Metering, billing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13152—Callback
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13175—Graphical user interface [GUI], WWW interface, visual indication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13179—Fax, still picture
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/1322—PBX
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13377—Recorded announcement
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13389—LAN, internet

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • General Engineering & Computer Science (AREA)
  • Telephonic Communication Services (AREA)
GBGB9613163.6A 1996-06-24 1996-06-24 Telecommunications system and method Pending GB9613163D0 (en)

Priority Applications (3)

Application Number Priority Date Filing Date Title
GBGB9613163.6A GB9613163D0 (en) 1996-06-24 1996-06-24 Telecommunications system and method
PCT/IB1997/000778 WO1997050235A1 (en) 1996-06-24 1997-06-10 Telecommunications call centre
EP97926163A EP0908044A1 (en) 1996-06-24 1997-06-10 Telecommunications call centre

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
GBGB9613163.6A GB9613163D0 (en) 1996-06-24 1996-06-24 Telecommunications system and method

Publications (1)

Publication Number Publication Date
GB9613163D0 true GB9613163D0 (en) 1996-08-28

Family

ID=10795758

Family Applications (1)

Application Number Title Priority Date Filing Date
GBGB9613163.6A Pending GB9613163D0 (en) 1996-06-24 1996-06-24 Telecommunications system and method

Country Status (3)

Country Link
EP (1) EP0908044A1 (en)
GB (1) GB9613163D0 (en)
WO (1) WO1997050235A1 (en)

Families Citing this family (27)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
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
US7031442B1 (en) 1997-02-10 2006-04-18 Genesys Telecommunications Laboratories, Inc. Methods and apparatus for personal routing in computer-simulated telephony
US6104802A (en) 1997-02-10 2000-08-15 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
FI117366B (en) 1997-06-30 2006-09-15 Sonera Smarttrust Oy Method of establishing a data-secure service connection in a data communication system
US6188673B1 (en) * 1997-09-02 2001-02-13 Avaya Technology Corp. Using web page hit statistics to anticipate call center traffic
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
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
USRE46528E1 (en) 1997-11-14 2017-08-29 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level
JP3721076B2 (en) * 1998-01-20 2005-11-30 シーメンス アクチエンゲゼルシヤフト Method for providing an information service in a telecommunications network and apparatus for implementing this information service in this network
GB9802547D0 (en) * 1998-02-05 1998-04-01 British Telecomm Call centre
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
SE521263C2 (en) * 1998-06-22 2003-10-14 Ericsson Telefon Ab L M Device and method for establishing connection between a first and second subscriber by means of a public register
US6338085B1 (en) * 1998-06-29 2002-01-08 Philips Electronics North America Corporation Telephone activated web server
US6282275B1 (en) * 1998-08-07 2001-08-28 Lucent Technologies Inc. Telephone caller identification log with internet access
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
US6958994B2 (en) 1998-09-24 2005-10-25 Genesys Telecommunications Laboratories, Inc. Call transfer using session initiation protocol (SIP)
US6389007B1 (en) * 1998-09-24 2002-05-14 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing integrated routing for PSTN and IPNT calls in a call center
US7120141B2 (en) 1998-09-24 2006-10-10 Genesys Telecommunications Laboratories, Inc. Integrating SIP control messaging into existing communication center routing infrastructure
FR2792480B1 (en) 1999-04-19 2001-06-15 France Telecom SYSTEM FOR IMPLEMENTING TELEPHONE SERVICES
GB2351869B (en) * 1999-06-26 2003-12-31 Ibm A voice processing system
EP1081929A3 (en) * 1999-08-31 2003-12-03 Tenovis GmbH & Co. KG Method and circuit arrangement for operating a call center
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
JP4075473B2 (en) 2002-06-10 2008-04-16 松下電工株式会社 Portable wireless terminal and reporting center device
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
GB2487734B (en) * 2011-02-01 2017-02-08 Dxi Ltd Answer machine detection system

Family Cites Families (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0311414B2 (en) * 1987-10-08 1997-03-12 Nec Corporation Voice controlled dialer having memories for full-digit dialing for any users and abbreviated dialing for authorized users
JPH0310448A (en) * 1989-06-07 1991-01-18 Sharp Corp facsimile machine
AU4291893A (en) * 1992-04-24 1993-11-29 Paragon Services International, Inc. Interactive telephone system for optimizing service economy
CA2173304C (en) * 1995-04-21 2003-04-29 Anthony J. Dezonno Method and system for establishing voice communications using a computer network

Also Published As

Publication number Publication date
WO1997050235A1 (en) 1997-12-31
EP0908044A1 (en) 1999-04-14

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