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1. (WO1998025392) CALL CENTER SERVICES FOR LOCAL CALLS USING LOCAL NUMBER PORTABILITY
Latest bibliographic data on file with the International Bureau   

Pub. No.: WO/1998/025392 International Application No.: PCT/US1997/021994
Publication Date: 11.06.1998 International Filing Date: 02.12.1997
Chapter 2 Demand Filed: 26.06.1998
IPC:
H04M 3/42 (2006.01) ,H04M 3/493 (2006.01) ,H04M 3/51 (2006.01) ,H04M 3/523 (2006.01) ,H04Q 3/00 (2006.01) ,H04Q 3/66 (2006.01) ,H04Q 11/04 (2006.01)
H ELECTRICITY
04
ELECTRIC COMMUNICATION TECHNIQUE
M
TELEPHONIC COMMUNICATION
3
Automatic or semi-automatic exchanges
42
Systems providing special services or facilities to subscribers
H ELECTRICITY
04
ELECTRIC COMMUNICATION TECHNIQUE
M
TELEPHONIC COMMUNICATION
3
Automatic or semi-automatic exchanges
42
Systems providing special services or facilities to subscribers
487
Arrangements for providing information services, e.g. recorded voice services or time announcements
493
Interactive information services, e.g. directory enquiries
H ELECTRICITY
04
ELECTRIC COMMUNICATION TECHNIQUE
M
TELEPHONIC COMMUNICATION
3
Automatic or semi-automatic exchanges
42
Systems providing special services or facilities to subscribers
50
Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
51
Centralised call answering arrangements requiring operator intervention
H ELECTRICITY
04
ELECTRIC COMMUNICATION TECHNIQUE
M
TELEPHONIC COMMUNICATION
3
Automatic or semi-automatic exchanges
42
Systems providing special services or facilities to subscribers
50
Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
51
Centralised call answering arrangements requiring operator intervention
523
with call distribution or queuing
H ELECTRICITY
04
ELECTRIC COMMUNICATION TECHNIQUE
Q
SELECTING
3
Selecting arrangements
H ELECTRICITY
04
ELECTRIC COMMUNICATION TECHNIQUE
Q
SELECTING
3
Selecting arrangements
64
Distributing or queuing
66
Traffic distributors
H ELECTRICITY
04
ELECTRIC COMMUNICATION TECHNIQUE
Q
SELECTING
11
Selecting arrangements for multiplex systems
04
for time-division multiplexing
Applicants:
PETRUNKA, Robert, W. [CA/US]; US (UsOnly)
NORTHERN TELECOM LIMITED [CA/CA]; Station A P.O. Box 6123 Montreal, Quebec H3C 3J5, CA (AllExceptUS)
Inventors:
PETRUNKA, Robert, W.; US
Agent:
GARRETT, Arthur, S. ; Finnegan, Henderson, Farabow, Garrett & Dunner, L.L.P. 1300 I Street N.W. Washington, DC 20005-3315, US
Priority Data:
08/760,11103.12.1996US
Title (EN) CALL CENTER SERVICES FOR LOCAL CALLS USING LOCAL NUMBER PORTABILITY
(FR) SERVICES DE CENTRE D'APPELS POUR APPELS LOCAUX PAR INTERCHANGEABILITE DE NUMEROS LOCAUX
Abstract:
(EN) A call servicing system permits agents (1300) to service customer calls dialed with a local telephone number. The system includes a network call center (1100) that connects a plurality of agent switches to a plurality of customers switches. The agent switches (1320) direct calls to and from service agents, and the customer switches (1220) direct calls to and from customers (1200). The system further includes a database (1230) connected to at least one of the customer switches. The database stores forwarding information corresponding to local telephone numbers dialed by the customers. When a customer switch receives a call requesting service from one of the customers dialing a local telephone number, the switch queries the database, using the local telephone number, to retrieve forwarding information corresponding to the local telephone number, and routes the call to the network call center using the forwarding information. The network call center queues the call, and transmits it to one of the service agents via one of the agent switches.
(FR) L'invention porte sur un système de prise en charge d'appels qui permet à des agents de prendre en charge des appels clients établis à l'aide d'un numéro de téléphone local. Ce système comprend un centre d'appels de réseau raccordant une pluralité de commutateurs d'agents à une pluralité de commutateurs clients. Les commutateurs d'agents dirigent les appels vers et à partir des agents fournisseurs de services, et les commutateurs clients dirigent les appels vers et à partir des clients. Ce système comprend également une base de données connectée à au moins un des commutateurs clients. La base de données stocke les informations renvoyées automatiquement et correspondant à des numéros locaux composés par les clients. Lorsqu'un commutateur client reçoit, d'un des clients composant un numéro local, un appel demandant un service, le commutateur interroge la base de données, à l'aide du numéro local, de façon à extraire les informations renvoyées correspondant à ce numéro local, et achemine les appels vers le centre d'appels du réseau à l'aide de ces informations. Le centre d'appels du réseau met en file d'attente l'appel et le transmet et à l'un des agents fournisseurs de services via un des commutateurs d'agents.
Designated States: CA, JP, US
European Patent Office (EPO) (AT, BE, CH, DE, DK, ES, FI, FR, GB, GR, IE, IT, LU, MC, NL, PT, SE)
Publication Language: English (EN)
Filing Language: English (EN)