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AssigneeAmerican Telephone and Telegraph Company
InventorsPercy B. Brown, Brenda Casselman, Gerard Conn, Robert A. Malmi, Valentine C. Matula, Margaret H. Redberg, Dimitri T. Stein, Bernadette M. Strout
Estimating the term…
A telemarketing complex is managed by a system that compiles and processes traffic analysis data obtained from customer premises-based information sources as well as public switched telecommunications network-based information sources, such that service levels are automatically and dynamically balanced among telecommunications centers (TCs) in the complex. Typically, the telemarketing complex is comprised of a plurality of ACDs and a plurality of data centers that may be selectively linked to the (TCs) where the telemarketer receives calls. The system includes: (1) an interface to network-based services that report the origin and destination of each of a plurality of calls received by the telemarketer at all locations; (2) an interface to network-based services that enables the telemarketer to affect changes in call processing logic; and (3) a traffic control center processor (TCCP) that accepts input data from all other elements in the system. The system accumulates performance data at the TCCP from each ACD and telemarketer database located at a data center (DC), while contemporaneously monitoring both the origins and destinations of the plurality of calls received at each ACD as well as the initiation of changes in call processing logic. The system analyzes the data to generate signals for implementing call routing changes needed to balance service levels among ACDs or changes in the staffing force levels at selected TCs where calls are received. The process is accomplished in real time, and is repeated at a desired frequency.
A system for managing a telemarketing complex which includes (a) a plurality of ACDs for receiving calls placed to said telemarketing complex via routing patterns established in the public switched telecommunications network (PSTN) by telemarketer definable call processing logic, and distributing said calls to a plurality of agents;
A system for managing a telemarketing complex, said complex including a plurality of telecommunications centers each including at least one ACD and at least one split containing a number of available agent terminals, said system comprising
In a telemarketing complex including a plurality of automatic call distributors (ACDs) for connecting calls received in said complex to particular attendant stations, and at least one database for storing telemarketing information used at said attendant stations, a control system for managing said telemarketing complex, said system comprising
A method of managing a telemarketing complex which includes (a) a plurality of ACDs for receiving calls placed to said telemarketing complex via routing patterns established in the public switched telecommunications network (PSTN) by telemarketer definable call processing logic, and distributing said calls to a plurality of agents;
A method of managing a telemarketing complex, said complex including a plurality of telecommunications centers each including at least one ACD and at least one split containing a number of available agent terminals, said method comprising the steps of:
In a telemarketing complex including a plurality of automatic call distributors (ACDs) for connecting calls received in said complex to particular attendant stations;
A system for managing a telemarketing complex which includes a plurality of ACDs for receiving calls placed to said telemarketing complex via routing patterns established in the public switched telecommunications network (PSTN) by telemarketer definable call processing logic, and distributing said calls to a plurality of agents, said management system comprising
A method of managing a telemarketing complex which includes a plurality of ACDs for receiving calls placed to said telemarketing complex via routing patterns established in the public switched telecommunications network (PSTN) by telemarketer definable call processing logic, and distributing said calls to a plurality of agents, said method comprising the steps of:
Dependencies are inferred from the claim text.