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公开(公告)号：JP2000295345A
公开(公告)日：2000-10-20
申请号：JP2000067093
申请日：2000-03-10
Applicant: LUCENT TECHNOLOGIES INC
Inventor： BORST SIMON C , FLOCKHART ANDREW D , HYMUS FRANCIS C , MATHEWS EUGENE P , REIMAN MARTIN I , SEERY JUDITH B , TAYLOR JOHN Z
Abstract: PROBLEM TO BE SOLVED: To determine high-quality routing without requiring network resources any more by rerouting communication to another automatic call distribution(ACD) system as the substitutive destination. SOLUTION: A public switched telephone network(PSTN) 100 is provided with a switching node 101 for routing the communication (calling) to ACD systems 110-112. Calling is incoming and routed to non-central ACD systems 110 and 112. When the central ACD system can provide a service better than these non-central ACD systems, refusal (busy signal) is returned to the switching node 101 by the non-central ACD systems. Thus, the connection of calling to this non-central ACD system is released and calling is routed to the central ACD system 111 as the designated substitutive destination.
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公开(公告)号：JPH11317814A
公开(公告)日：1999-11-16
申请号：JP35849098
申请日：1998-12-17
Applicant: LUCENT TECHNOLOGIES INC
Inventor： FISHER THOMAS S , JENSEN ROY A , REIMAN MARTIN I
Abstract: PROBLEM TO BE SOLVED: To uniform the quality/level of service to be provided to large and small scale skills by processing calling so as to permit the processing of a calling processing element being usage possible concerning calling to be displaced at min. from target operation reference. SOLUTION: An agent/calling selecting element 150 retrieves a total time (per skill time) which the agents spend for the processing for calling to request the respective skills, a total time (staff time) when the agents are processing calling and a target rate per skill, which is designated in terms of management concerning a skill work time and the stafftime from a storage device (S202). The rates per skill concerning the total time (staff time) which the calling processing element spends at the time of processing calling and the time (skill work time) which the calling processing element spends at the time of processing calling which requires each skill are calculated (S207). Then, the agent with the min. displacement with the combination of them is selected (S212).
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公开(公告)号：AU2066700A
公开(公告)日：2000-09-14
申请号：AU2066700
申请日：2000-03-06
Applicant: LUCENT TECHNOLOGIES INC
Inventor： BORST SIMON C , FLOCKHART ANDREW D , HYMUS FRANCIS C , MATHEWS EUGENE P , REIMAN MARTIN I , SEERY JUDITH B , TAYLOR JOHN Z
Abstract: The alternate destination redirection (ADR) feature (102) of telephone switching systems (101) or an equivalent is used to implement a "post-route" routing architecture having the benefits of a "pre-route" routing architecture in a network ACD. The ADR feature is administered in the network (100) for individual ACD systems and individual call types at each ACD system to identify another ACD system as an alternative destination for calls of the individual call type rejected by the individual ACD system. The network distributes calls to the plurality of ACD systems (110-112) on a basis (e.g., fixed percentage, round-robin) that does not require the network to know the status of the individual ACD systems. Upon having a call of an individual type routed thereto, an individual ACD system checks the status of the ACD system that is administered as the alternative destination for its rejected calls of the individual type. If it determines that it can provide the better service, the individual ACD system services the call. If it determines that the alternative destination ACD system can provide the better service, the individual ACD system rejects the call, whereupon the network, operating under influence of the ADR feature, releases the connection of the call to the individual ACD system and reroutes the call to the alternative destination ACD system.
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公开(公告)号：DE69800625T2
公开(公告)日：2001-08-09
申请号：DE69800625
申请日：1998-12-08
Applicant: LUCENT TECHNOLOGIES INC
Inventor： FISHER THOMAS S , JENSEN ROY A , REIMAN MARTIN I
Abstract: In a skills-based ACD, an agent is selected to handle a call based on which available agent's handling of the call will produce the least deviation from the agent's target performance criteria, and a call is selected for handling by an agent based on which available call's handling will produce the least deviation from the agent's target performance criteria. Illustrative target performance criteria include target per-agent per-skill skill work time to staff time ratios. Moreover, the selected call is left waiting and the selected agent is left idle if handling of the call by the agent would increase deviation from the agent's target performance criteria. This serves to equalize the levels of service given to small skills (those staffed with few agents) and large skills (those staffed with many agents).
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公开(公告)号：CA2254540C
公开(公告)日：2001-01-16
申请号：CA2254540
申请日：1998-11-25
Applicant: LUCENT TECHNOLOGIES INC
Inventor： FISHER THOMAS S , REIMAN MARTIN I , JENSEN ROY A
Abstract: In a skills-based ACD, an agent is selected to handle a call based on which available agent's handling of the call will produce the least deviation from the agent's target performance criteria, and a call is selected for handling by an agent based on which available call's handling will produce the least deviation from the agent's target performance criteria. Illustrative target performance criteria include target per-agent per-skill skill work time to staff time ratios. Moreover, the selected call is left waiting and the selected agent is left idle if handling of the call by the agent would increase deviation from the agent's target performance criteria. This serves to equalize the levels of service given to small skills (those staffed with few agents) and large skills (those staffed with many agents).
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Patent Agency Ranking
公开(公告)号：DE60013664T2
公开(公告)日：2005-11-24
申请号：DE60013664
申请日：2000-02-28
Applicant: LUCENT TECHNOLOGIES INC
Inventor： BORST SIMON C , FLOCKHART ANDREW D , HYMUS FRANCIS C , MATHEWS EUGENE P , REIMAN MARTIN I , SEERY JUDITH B , TAYLOR JOHN Z
Abstract: The alternate destination redirection (ADR) feature (102) of telephone switching systems (101) or an equivalent is used to implement a "post-route" routing architecture having the benefits of a "pre-route" routing architecture in a network ACD. The ADR feature is administered in the network (100) for individual ACD systems and individual call types at each ACD system to identify another ACD system as an alternative destination for calls of the individual call type rejected by the individual ACD system. The network distributes calls to the plurality of ACD systems (110-112) on a basis (e.g., fixed percentage, round-robin) that does not require the network to know the status of the individual ACD systems. Upon having a call of an individual type routed thereto, an individual ACD system checks the status of the ACD system that is administered as the alternative destination for its rejected calls of the individual type. If it determines that it can provide the better service, the individual ACD system services the call. If it determines that the alternative destination ACD system can provide the better service, the individual ACD system rejects the call, whereupon the network, operating under influence of the ADR feature, releases the connection of the call to the individual ACD system and reroutes the call to the alternative destination ACD system.
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公开(公告)号：DE60013664D1
公开(公告)日：2004-10-21
申请号：DE60013664
申请日：2000-02-28
Applicant: LUCENT TECHNOLOGIES INC
Inventor： BORST SIMON C , FLOCKHART ANDREW D , HYMUS FRANCIS C , MATHEWS EUGENE P , REIMAN MARTIN I , SEERY JUDITH B , TAYLOR JOHN Z
Abstract: The alternate destination redirection (ADR) feature (102) of telephone switching systems (101) or an equivalent is used to implement a "post-route" routing architecture having the benefits of a "pre-route" routing architecture in a network ACD. The ADR feature is administered in the network (100) for individual ACD systems and individual call types at each ACD system to identify another ACD system as an alternative destination for calls of the individual call type rejected by the individual ACD system. The network distributes calls to the plurality of ACD systems (110-112) on a basis (e.g., fixed percentage, round-robin) that does not require the network to know the status of the individual ACD systems. Upon having a call of an individual type routed thereto, an individual ACD system checks the status of the ACD system that is administered as the alternative destination for its rejected calls of the individual type. If it determines that it can provide the better service, the individual ACD system services the call. If it determines that the alternative destination ACD system can provide the better service, the individual ACD system rejects the call, whereupon the network, operating under influence of the ADR feature, releases the connection of the call to the individual ACD system and reroutes the call to the alternative destination ACD system.
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公开(公告)号：CA2298937C
公开(公告)日：2003-04-22
申请号：CA2298937
申请日：2000-02-17
Applicant: LUCENT TECHNOLOGIES INC
Inventor： SEERY JUDITH B , REIMAN MARTIN I , TAYLOR JOHN Z , FLOCKHART ANDREW D , BORST SIMON C , MATHEWS EUGENE P , HYMUS FRANCIS C
Abstract: The alternate destination redirection (ADR) feature of telephone switching systems or an equivalent is used to implement a "post-route" routing architecture having the benefits of a "pre-route" routing architecture in a network ACD. The ADR feature is administered in the network for individual ACD systems and individual call types at each ACD system to identify another ACD system as an alternative destination for calls of the individual call type rejected by the individual ACD system. The network distributes calls to the plurality of ACD systems on a basis (e.g., fixed percentage, round-robin) that does not require the network to know the status of the individual ACD systems. Upon having a call of an individual type routed thereto, an individual ACD system checks the status of the ACD system that is administered as the alternative destination for its rejected calls of the individual type. If it determines that it can provide the better service, the individual ACD system services the call. If it determines that the alternative destination ACD system can provide the better service, the individual ACD system rejects the call, whereupon the network, operating under influence of the ADR feature, releases the connection of the call to the individual ACD system and reroutes the call to the alternative destination ACD system.
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公开(公告)号：DE69800625D1
公开(公告)日：2001-04-26
申请号：DE69800625
申请日：1998-12-08
Applicant: LUCENT TECHNOLOGIES INC
Inventor： FISHER THOMAS S , JENSEN ROY A , REIMAN MARTIN I
Abstract: In a skills-based ACD, an agent is selected to handle a call based on which available agent's handling of the call will produce the least deviation from the agent's target performance criteria, and a call is selected for handling by an agent based on which available call's handling will produce the least deviation from the agent's target performance criteria. Illustrative target performance criteria include target per-agent per-skill skill work time to staff time ratios. Moreover, the selected call is left waiting and the selected agent is left idle if handling of the call by the agent would increase deviation from the agent's target performance criteria. This serves to equalize the levels of service given to small skills (those staffed with few agents) and large skills (those staffed with many agents).
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公开(公告)号：CA2298937A1
公开(公告)日：2000-09-11
申请号：CA2298937
申请日：2000-02-17
Applicant: LUCENT TECHNOLOGIES INC
Inventor： SEERY JUDITH B , TAYLOR JOHN Z , HYMUS FRANCIS C , BORST SIMON C , FLOCKHART ANDREW D , MATHEWS EUGENE P , REIMAN MARTIN I
Abstract: The alternate destination redirection (ADR) feature (102) of telephone switching systems (101) or an equivalent is used to implement a "post-route" routing architecture having the benefits of a "pre-route" routing architecture in a network ACD (FIG. 1). The ADR feature is administered in the network (100) for individual ACD systems and individual call types at each ACD system to identify another ACD system as an alternative destination for calls of the individual call type rejected by the individual ACD system. The network distributes (302) calls to the plurality of ACD systems (110-112) on a basis (e.g., fixed percentage, round-robin) that does not require the network to know the status of the individual ACD systems. Upon having a call of an individual type routed thereto, an individual ACD system checks (304) the status of the ACD system that is administered as the alternative destination for its rejected calls of the individual type. If it determines that it can provide the better service, the individual ACD system services (314) the call. If it determines that the alternative destination ACD system can provide the better service, the individual ACD system rejects (308) the call, whereupon the network, operating under influence of the ADR feature, releases (310) the connection of the call to the individual ACD system and reroutes (312) the call to the alternative destination ACD system.
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