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1. WO2000044159 - A METHOD FOR SERVING IP USERS BY GRAPHICALLY-BASED INTERACTION TO AGENTS OF A CALL CENTER

Publication Number WO/2000/044159
Publication Date 27.07.2000
International Application No. PCT/IL2000/000034
International Filing Date 18.01.2000
IPC
H04M 3/36 2006.01
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
22Arrangements for supervision, monitoring or testing
36Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
H04M 3/51 2006.01
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
51Centralised call answering arrangements requiring operator intervention
H04M 3/523 2006.01
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
51Centralised call answering arrangements requiring operator intervention
523with call distribution or queuing
H04M 7/00 2006.01
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
7Arrangements for interconnection between switching centres
CPC
H04M 3/36
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
22Supervisory, monitoring, ; management, i.e. operation, administration, maintenance; or testing arrangements
36Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
H04M 3/42093
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
42025Calling or Called party identification service
42085Called party identification service
42093Notifying the calling party of information on the called or connected party
H04M 3/42365
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
42365Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
H04M 3/5191
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
51Centralised call answering arrangements requiring operator intervention ; , e.g. call or contact centers for telemarketing
5183Call or contact centers with computer-telephony arrangements
5191interacting with the Internet
H04M 3/5238
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
51Centralised call answering arrangements requiring operator intervention ; , e.g. call or contact centers for telemarketing
523with call distribution or queueing
5238with waiting time or load prediction arrangements
H04M 7/0036
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
7Interconnection arrangements between switching centres
0024Services and arrangements where telephone services are combined with data services
0036where the data service is an information service
Applicants
  • ECI TELECOM LTD. [IL/IL]; Hasivim Street 30 49517 Petach Tikvah, IL
Inventors
  • VERED, Nimrod, Itzhak; IL
  • GANANI, Nir; IL
Agents
  • LUZZATTO, Kfir ; Luzzatto & Luzzatto P.O. Box 5352 84152 Beer-Sheva, IL
Priority Data
09/233,81820.01.1999US
Publication Language English (EN)
Filing Language English (EN)
Designated States
Title
(EN) A METHOD FOR SERVING IP USERS BY GRAPHICALLY-BASED INTERACTION TO AGENTS OF A CALL CENTER
(FR) PROCEDE DE DESSERTE D'UTILISATEURS IP METTANT EN OEUVRE UNE INTERACTION DE TYPE GRAPHIQUE AVEC DES AGENTS D'UN CENTRE D'APPEL
Abstract
(EN)
Method and apparatus for connecting Internet or IP users to agents of a call center, which may be linked to an Internet web site. Visual information about quality of service, available agents, and history of previous connections, is transferred to the IP user via the IP network prior to voice call establishment, and a voice call is established according to inputs from the IP user which are responsive to the transferred information. An IP user who accesses a web site is identified and initiates a session with the serving call-center. Agent status information is stored at the call-center database. Information about the status and skills of each agent, which is stored at a database, is sent over the IP network and displayed on the screen of the IP user. A first selection menu is displayed on the screen and the IP user is requested to select between waiting for a preferred agent or sending voice or text messages. Available agents are displayed on the first menu, as well as their queuing time. If the IP user selects to wait, a second selection menu is displayed, thereby offering the IP user to continue to queue, or to queue for another agent, or to leave a voice message which may be delivered to the agent via voice mail. The IP user may send a text message which is displayed on the agent's display. After making all the desired selections and knowing the queuing time, a Voice-over-IP call between the IP user and the call-center may be established. The details of the connection between each IP user and his preferred agent during the current session are stored in a database.
(FR)
L'invention concerne un procédé et un dispositif de connexion d'utilisateurs de l'Internet ou du protocole de l'Internet (IP) avec des agents d'un centre d'appel, lesquels peuvent être reliés à un site Web de l'Internet. Des informations visuelles relatives à la qualité de service, aux agents disponibles et à l'historique de connexions précédentes, sont transférées à l'utilisateur IP via le réseau IP, préalablement à l'établissement d'un appel vocal, cet appel vocal étant établi en fonction des entrées provenant de l'utilisateur IP en réponse aux informations transférées. Un utilisateur IP accédant à un site Web est identifié et il commence une session avec le centre d'appel le desservant. Des informations d'état sur des agents sont conservées au niveau de la base de données du centre d'appel. Des informations relatives à l'état et aux compétences de chaque agent, conservées au niveau d'une base de données, sont envoyées sur le réseau IP et affichées sur l'écran de l'utilisateur IP. Un premier menu de sélection s'affiche sur l'écran et l'utilisateur IP doit choisir entre attendre un agent préféré et envoyer un message vocal ou textuel. La liste des agents disponibles est affichée dans le premier menu, de même que le temps d'attente pour les obtenir. Si l'utilisateur IP choisit d'attendre, un second menu de sélection s'affiche, offrant ainsi à l'utilisateur la possibilité soit de continuer à attendre l'agent préféré, la queue, soit de se mettre dans la file d'attente d'un nouvel agent, soit de laisser un message vocal qui peut être distribué à l'agent par l'intermédiaire de la boîte vocale. L'utilisateur IP peut aussi envoyer un message textuel qui s'affiche sur l'écran de l'agent. Après que l'utilisateur ait effectué tous les choix voulus et pris connaissance du temps d'attente, un appel vocal sur IP peut être établi entre l'utilisateur IP et le centre d'appel. Les détails de la connexion entre chaque utilisateur IP et son agent préféré pendant la session en cours sont conservés dans une base de données.
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