Source: http://www.google.com/patents/US6295352?dq=6,073,142
Timestamp: 2016-04-30 03:56:29
Document Index: 440900660

Matched Legal Cases: ['art 13', 'art 13', 'art 13', 'art 11', 'art 13', 'art 3', 'art 11', 'art 13', 'art 13', 'art 13', 'art 13', 'art 13', 'art 11', 'art 13', 'art 13']

Patent US6295352 - Switching system for automatic call distribution and new operation training - Google PatentsSearch Images Maps Play YouTube News Gmail Drive More »Sign inPatentsThe present invention provides a switching system capable of providing an ACD service while educating operator. The control part in the switching system, when being requested to establish an ACD call, selects a responsible main-operator terminal among plural responsible main-operator terminals and controls...http://www.google.com/patents/US6295352?utm_source=gb-gplus-sharePatent US6295352 - Switching system for automatic call distribution and new operation trainingAdvanced Patent SearchPublication numberUS6295352 B1Publication typeGrantApplication numberUS 09/128,629Publication dateSep 25, 2001Filing dateAug 4, 1998Priority dateFeb 24, 1998Fee statusLapsedPublication number09128629, 128629, US 6295352 B1, US 6295352B1, US-B1-6295352, US6295352 B1, US6295352B1InventorsYuji Maeda, Koji YamatoOriginal AssigneeFujitsu LimitedExport CitationBiBTeX, EndNote, RefManPatent Citations (7), Classifications (9), Legal Events (5) External Links: USPTO, USPTO Assignment, EspacenetSwitching system for automatic call distribution and new operation training
US 6295352 B1Abstract
The present invention provides a switching system capable of providing an ACD service while educating operator. The control part in the switching system, when being requested to establish an ACD call, selects a responsible main-operator terminal among plural responsible main-operator terminals and controls the switching part and the MXT in a manner that the selected main-operator terminal receives the ACD call, and selects a responsible sub-operator terminal among plural responsible sub-operator terminals and controls the switching part and the MXT in a manner that information transmitted with the established call can be listened by using the selected sub-operator terminal.
Therefore, the present invention has an object to provide a switching system capable of providing a service using an ACD function while training operators.
Hereinafter, concrete explanations will be given of an embodiment according to the present invention with reference to drawings.
The control part 13, when detecting that a log-in operation (executed by that an operator inputs a log-in special code) for one operator terminal, changes the selection propriety information in the ACD operator group information concerning the operator terminal for “selection possible”. At this case, when the operator terminal is a main-operator terminal, a process is also executed in that the operator terminal information of the main-operator terminal is add to the end of a main queue (a detailed explanation will be given later). When the operator terminal used for the log-in operation is a sub-operator terminal and when the equaled distribution selecting method is used as the selecting method, a process is also executed in that the operator terminal information of the sub-operator terminal is added to the end of a sub-queue (a detailed explanation will be given later).
On the other hand, the control part 13, when detecting that a log-off operation (executed by that an operator inputs a log-off special code) for one operator terminal, changes the selection propriety information in the ACD operator group information concerning the operator terminal for “selection impossible”. At this case, when the operator terminal is a main-operator terminal, a process is also executed in that the operator terminal information of the main-operator terminal is removed from the main queue. When the operator terminal used for the log-off operation is a sub-operator terminal and when the equaled distribution selecting method is used as the selecting method, a process is also executed in that the operator terminal information of the sub-operator terminal is removed from the sub-queue.
As shown in FIG. 3, the control part 13, when detecting that an ACD call is received by the switching part 11, determines whether the calling method information in the ACD operator group information concerning the ACD call shows “automatic” or not (Step S101). When the calling method information shows “automatic” (Step 101; Y), the control part 13, catches the MXT 12 in order to execute multi-connection (step S102). Subsequently, the control part 3 controls the switching part 11 and the MXT 12 in a manner that the ACD call is received by the responsible main-operator terminal specified so as to carry out the equaled distribution of the ACD calls (Step S103). Concretely, in this step S103, the control part 13 makes the main-operator terminal receive the ACD call, the main-operator terminal identified by the operator terminal information in the top of the main queue. Then, the control part 13 removes the operator terminal information for receiving the ACD call from main queue. In other words, the control part 13 updates 3 the main queue to leave only operator terminal information concerning responsible main-operator terminals remain.
When the sub-operator selecting method information shows that the sub-operator is selected according to the order of priority (step S201; priority), the control section 13 selects a sub-operator terminal to be connected based on the priority information in the ACD operator group information (Step S203), and terminates the sub-operator terminal selecting process. In other words, the control part 13 specifies a sub-operator terminal of the highest order of priority (the value of the priority information is lowest) among sub-operator terminals of which the selection propriety is “selection possible” and which are not used, and selects the sub-operator terminal as the sub-operator terminal to be connected.
Now, when the calling method information in the ACD operator group information concerning the received ACD call shows “manual” (Step S101; N), the control part 13, first, specifies one responsible main-operator terminal so as to carry out the equaled distribution of ACD calls, and controls the switching part 11 and the MXT 12 in a manner that an ACD call is received by this main-operator terminal (Step S104). Subsequently, the control part 13 waits that the sub-operator calling button (one of function buttons) of the main-operator terminal receiving the ACD call is pushed (Step S105), and catches the MXT 12 (Step S106) when detecting that the sub-operator calling button is pushed (Step S105; Y). Then, the control part 13 executes the process from the step S107 explained already.
The switching system 10 of the embodiment can be modified in various way. For example, a switching system 10 may be modified so as to be incapable of selecting the calling method and the selecting method. The switching system 10 may be modified in a manner that the registered sub-operator terminal information can be set in the ACD operator group information, for example, by inputting the special code and the sub-operator terminal code into the main-operator terminal. Further, the switching system 10 may be modified in a manner that the main-operator can select a sub-operator capable of listening a call (a talk) by matching some function buttons of the main-operator terminal with sub-operator terminals, respectively
Patent CitationsCited PatentFiling datePublication dateApplicantTitleUS5155763 *Dec 11, 1990Oct 13, 1992International Business Machines Corp.Look ahead method and apparatus for predictive dialing using a neural networkUS5396542 *Aug 31, 1993Mar 7, 1995At&T Corp.Method for use by a telecommunications system in enabling improved attendant servicesUS5721770 *Jul 2, 1996Feb 24, 1998Lucent Technologies Inc.Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting callsUS6047060 *Feb 20, 1998Apr 4, 2000Genesys Telecommunications Laboratories, Inc.Method and apparatus for enabling full interactive monitoring of calls to and from a call-in centerUS6128380 *Aug 24, 1998Oct 3, 2000Siemens Information And Communication, Networks, Inc.Automatic call distribution and training systemJPH01174184A Title not availableJPH06105356A Title not available* Cited by examinerClassifications U.S. Classification379/265.02, 379/266.02International ClassificationH04M3/42, H04M3/523, H04M3/60Cooperative ClassificationH04M3/5234, H04M3/5235, H04M3/5232European ClassificationH04M3/523DLegal EventsDateCodeEventDescriptionAug 4, 1998ASAssignmentOwner name: FUJITSU LIMITED, JAPANFree format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNORS:MAEDA, YUJI;YAMATO, KOJI;REEL/FRAME:009370/0200Effective date: 19980724Mar 2, 2005FPAYFee paymentYear of fee payment: 4Apr 6, 2009REMIMaintenance fee reminder mailedSep 25, 2009LAPSLapse for failure to pay maintenance feesNov 17, 2009FPExpired due to failure to pay maintenance feeEffective date: 20090925RotateOriginal ImageGoogle Home - Sitemap - USPTO Bulk Downloads - Privacy Policy - Terms of Service - About Google Patents - Send FeedbackData provided by IFI CLAIMS Patent Services