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Call center operations system

  • US 20060013380A1
  • Filed: 09/19/2005
  • Published: 01/19/2006
  • Est. Priority Date: 12/21/1999
  • Status: Abandoned Application
First Claim
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1. A call center operations method characterized in that, with at least either an extension number of a respective telephone connected to a PBX or an ACD number managed by the PBX being pre-registered, a PBX information collecting and routing control device for receiving from the PBX and collecting at least either information indicative of a state of a telephone connected to the PBX or information indicative of a state of an ACD queue is used, and if at least either the state of the telephone or the state of the ACD queue has changed, a calling control unit for giving the PBX a command for providing an outgoing call to a directed telephone number stored in a database in accordance with the change-of-state notification is used, thereby allowing the calling control unit to control the outgoing call, and when once the call is connected, the connected call is controlled by a separately specified CTI device for controlling the PBX to forward the connected call and for providing information regarding the connected call for an operator using a telephone connected to the PBX.

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