Call center management systems

Details Call center management systems Call center management systems

H - Electricity

04

M

H04M 3/51 (2006.01) H04M 7/00 (2006.01)

Patent

CA 2511006

A call center management system employs out-of-band signaling, such as provided by ISDN telecommunications technology, to manage outbound calls from a call center. By communicating with a central office of the PSTN in this way, it is possible to exercise a great degree of control over outbound calls originating from the call center. This control may be used, for example, to insert a meaningful caller identification label into the outbound call, or to manage dead air time within limits established by law, custom, or convenience, and to provide detailed reporting of outbound call activity.

L'invention concerne un système de gestion de centres d'appels utilisant la signalisation hors bande, comme dans le cas de la technologie de télécommunications ISDN, pour gérer les appels sortants émanant d'un centre d'appel. En communiquant ainsi avec un centre de commutation du réseau PSTN, on peut exercer un grand degré de commande sur les appels sortants émanant du centre d'appel. Cette commande peut être utilisée, par exemple, pour insérer une étiquette d'identification d'appel significative dans l'appel sortant ou pour gérer un temps d'émission dans les limites établies par la loi, les usages ou les commodités et pour fournir un rapport détaillé sur l'activité des appels sortants.

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