EP 1312199 A1 20030521 - CALL DISTRIBUTION IN DISTRIBUTED CALL CENTERS
Title (en)
CALL DISTRIBUTION IN DISTRIBUTED CALL CENTERS
Title (de)
ANRUFVERTEILUNG BEI VERTEILTEN ANRUFZENTRALEN
Title (fr)
REPARTITION DES APPELS EN CAS DE CENTRAUX D'APPEL REPARTIS
Publication
Application
Priority
- DE 10040301 A 20000817
- EP 0109041 W 20010804
Abstract (en)
[origin: WO0215547A1] The invention relates to a method for acceptance and processing of calls within a telephone network (2) that comprises lines for a speech and for a data channel for connecting a caller (13) with groups of subscribers (1) that are connected to the network. A group of subscribers (1) is associated with a network code via which all members of the group of subscribers (1) can be called by a caller. A control (4) distributes the calls (6) directed to a group of subscribers (1) to the individual members of the group according to predetermined criteria. The method is further characterized in that data sets are exchanged via the data channel that are associated with a connection, and a control unit (4) that is integrated in the network carries out the control function and has access to the complete data sets. A group of subscribers (1) is associated with a control unit (4) that automatically takes a decision regarding the connection of a caller (13) with a specific member of the group.
IPC 1-7
IPC 8 full level
H04M 3/523 (2006.01); H04Q 3/00 (2006.01); H04M 7/00 (2006.01)
CPC (source: EP US)
H04M 3/5237 (2013.01 - EP US); H04Q 3/0029 (2013.01 - EP US); H04M 7/00 (2013.01 - EP US); H04Q 2213/13091 (2013.01 - EP US); H04Q 2213/13107 (2013.01 - EP US); H04Q 2213/13288 (2013.01 - EP US); H04Q 2213/13384 (2013.01 - EP US); H04Q 2213/13399 (2013.01 - EP US)
Citation (search report)
See references of WO 0215547A1
Designated contracting state (EPC)
AT BE CH CY DE DK ES FI FR GB GR IE IT LI LU MC NL PT SE TR
DOCDB simple family (publication)
WO 0215547 A1 20020221; DE 10040301 A1 20020228; EP 1312199 A1 20030521; US 2005100155 A1 20050512
DOCDB simple family (application)
EP 0109041 W 20010804; DE 10040301 A 20000817; EP 01960626 A 20010804; US 36267003 A 20030605