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    Punctual shut-down of a call center
    3.
    发明公开
    Punctual shut-down of a call center 有权
    PünktlichesAbschalten einer Anrufzentrale

    公开(公告)号：EP1265426A1

    公开(公告)日：2002-12-11

    申请号：EP01309188.9

    申请日：2001-10-30

    申请人： Avaya, Inc.

    发明人： Flockhart, Andrew D. ,  Foster, Robin H. ,  Mathews, Eugene P.

    IPC分类号： H04M3/51

    CPC分类号： H04M3/51 ,  H04M3/5238

    摘要： This invention relates to real-time work centers in general and to call centers in particular.
    One of the problems of managing a real-time work center is deciding when to allow new work to enter the center and when to deny entry. For example, given a call center that does not operate around-the-clock, customer calls to the call center that occur near the call center's closing time must be either refused or diverted to another call center if the calls are not expected to be answered and/or completed by the scheduled closing time.
    According to the invention, a call center (100) rejects further calls when the sum of the present time, the anticipated call in-queue wait time (112), and the anticipated call service time (114) for this type (106-108) of call exceeds the closing time of the call center. The call center may redirect the rejected calls to another call center if it determines that the other call center can service them by its closing time.

    摘要翻译： 本发明涉及一般的实时工作中心，特别是呼叫中心。 管理实时工作中心的一个问题是决定何时允许新工作进入中心，何时拒绝进入。 例如，如果呼叫中心不全天候运行，则呼叫中心的呼叫中心关闭时间附近的客户呼叫必须被拒绝或转移到另一个呼叫中心，如果呼叫预期不被应答 和/或按计划的关闭时间完成。 根据本发明，呼叫中心（100）在当前时间的总和，预期的呼叫等待时间（112）和该类型的预期呼叫服务时间（114）（106-108）之间拒绝进一步的呼叫 ）的呼叫超过呼叫中心的关闭时间。 如果确定另一个呼叫中心可以在其关闭时间对其进行维修，呼叫中心可将被拒绝的呼叫重定向到另一个呼叫中心。