Abstract: A method and apparatus for universal call identification. One embodiment includes a method in a telephone call processing system for maintaining information about a call. The method includes creating a universal call identification for the call the call is received in the system. A call includes each of a multiple call segments that occur between a first connection of a caller resource to a call processing system resource and a disconnection of the caller resource from the call processing system. The method also includes creating a record of each of the call segments.

Abstract: A transaction control system is capable of receiving both real-time transactions and non-real-time transactions. The control system processes the received transactions using a transaction controller, which is capable of processing both real-time transactions and non-real-time transactions. The control system is also capable of identifying a transaction type associated with the received transaction and assigning a priority to the received transaction. Real-time transactions may be assigned a higher priority than non-real-time transactions. The control system can also associate a Quality of Service (QOS) with each received transaction. The control system is capable of queuing a received transaction in a transaction queue if no agents are available to process the received transaction. A highest priority transaction is removed from the transaction queue when an agent becomes available to process a new transaction.

Abstract: A system is provided for establishing a connection between a telephone agent and a computer user. A request is received from the user requesting a return call by an agent. The request is received through a web server and includes an identifier associated with the web page being viewed by the user. The identifier associated with the web page is transmitted to an agent that will contact the user. This allows the agent to view the web page that was being viewed by the user when the request was entered. A telephone connection is then established between the user and the agent. An agent can be selected based on the content of the web page being viewed by the user at the time the request for agent contact is entered. Additionally, for an incoming call, a web page can be generated that contains information about the incoming call. An identifier associated with the generated web page is transmitted to an agent that will answer the call. The agent then accesses the web page using the received identifier.

Abstract: A system is provided that establishes communication between a first system and a second system. A request is received to establish a connection between the first system and the second system. The system establishes a first connection between the first system and the second system. The first connection is capable of communicating visual data between the first system and the second system. The system also establishes a second connection between the first system and the second system. The second connection is capable of communicating audible data between the first system and the second system. The first system and the second system communicate using both the first connection and the second connection. The first connection can include a network communication link such as an Internet communication link. The second connection may include a telephone communication link capable of communicating telephony signals between the first system and the second system.

Abstract: A communication system comprising a first communication device configured to receive an audio based transaction, wherein the first communication device supplies formatted transaction data to a network through an associated communication link. Additionally, a plurality of alternate communication devices are coupled to the network through respective communication links associated with each of the alternate communication devices. At least one alternate communication device is configured to receive the formatted transaction data from the network through the associated respective communication link.

Abstract: A method of constructing a record utilizing information contained in an information stream sent from a detection device that monitors a transaction processing system, to a reporting device, commences with the detection of an expiration of a predetermined time interval with respect to the detection device. A time delimiter is then inserted into the information stream propagated from the detection device to the reporting device. The time delimiter indicates the expiration of predetermined time interval with respect to the detection device. Information derived from the instruction stream is assimilated into a record at the reporting entity. Time delimiters in the instruction stream are utilized to measure, at the reporting device, the expiration of the predetermined time interval at the detection device.

Abstract: A method and apparatus are provided for performing staffing-based percentage-allocation routing using real-time data. According to one aspect of the present invention, transaction allocation is determined using both scheduled and actual handling resources. Actual handling resources associated with each of several transaction processing systems, such as automatic call distributors (ACDs), are measured at times t and t+n. Scheduled handling resources associated with each of the transaction processing systems for times t and t+n are also identified. Then, estimated handling resources are calculated for each of the transaction processing systems for time t+n based upon the actual handling resources and the scheduled handling resources. Finally, based upon the estimated handling resources, transaction allocations for each of the transaction processing systems are determined. According to another aspect of the present invention, a virtual call center is provided.

Abstract: Method and apparatus for managing a telecommunications call in a telecommunications network from a caller to an end user. The method includes the steps of: (a) receiving the call from the caller, the call including caller identification information; (b) screening the call based on the caller identification through automated access to a data base; then (c) transmitting a first radio signal to a computer having a display screen which computer is locationally independent of the telecommunications network; (d) receiving the first radio signal; (e) presenting a first message including data relating to the call; (f) receiving user selection data representing a selection by the end user to identify the a function to be performed in response to the call; (g) transmitting a second radio signal representing a second message identifying the function to be performed; (h) processing the second message in response to said second radio signal; and (i) performing the identified function in the telecommunications network.

Abstract: A method for accessing a transaction processing system. In one embodiment, the method includes the step of receiving a remote request for access to the transaction processing system from a client device. The method further includes the step of, in response to the remote request, executing at least one server function by a server, where the at least one server function includes performing a security check to authenticate the remote request.

Abstract: A communications control system is disclosed which includes: a computer including means for storing a schedule for subscribers of the system, the schedule including time and call-processing information for the subscribers which indicate at least one call processing mode and at least one time for a subscriber to have telephone calls processed via the system; a switch controlled by the computer; a communication network for connecting a call from a caller to one or more points on the network; a two-way communications device; a communication apparatus for communicating with the communications device, the apparatus being coupled with the computer for communicating information therewith, the computer being programmed to control the switch to connect the caller, in response to a telephone call placed by the caller, to one or more points on the network selected by the computer using information supplied to the computer by the schedule, the subscriber and the communication apparatus.

Abstract: An apparatus for routing a transaction message, such as for example a telephone call, e-mail, web chat request, video conferencing session, or non-call event, includes a queue engine and a transaction message router. The queue engine provides an integrated mechanism for queuing transaction messages of varying transaction types within a number of queues according to transaction type. Each queue within the queue engine may be dedicated to queuing transaction messages of a specific transaction type. The transaction message router functions to identify a queue within the queue engine within which a transaction message is to be stored. The identification of a queue by the router may be performed with reference to the transaction type of a transaction message, and with reference to context or addressing information associated with a transaction message.

Abstract: A system is provided for establishing communication between a transaction initiator and a transaction processing system, in which the transaction processing system has received a transaction from the transaction initiator. The system receives an identifier associated with the received transaction. This identifier is received from the transaction processing system. The transaction initiator is identified based on the identifier associated with the received transaction. A resource locator, such as a uniform resource locator (URL), is then provided to the transaction initiator. The resource locator is also provided to the transaction processing system. The system also determines a network address associated with the transaction initiator and provides the network address to the transaction processing system. The identifier associated with the received transaction can be the transaction initiator's telephone number, the transaction initiator's account number, or other information.

Abstract: A method and apparatus is disclosed that generates a message in response to an inquiry. The present invention generates such a message by applying the inquiry to a data table contained within a receiving device, wherein a call identifier is associated with the inquiry. An agent is then selected from an agent group corresponding to the call identifier. The call identifier is then supplied to an interface message device, wherein an agent message associated with the selected agent is chosen from an agent message database based upon the call identifier. The agent message is then supplied to the source of the inquiry.

Abstract: A system is described for generating an agent script. The system determines a web page being viewed by an information requester when a request for information was initiated. An agent script is generated on the web page being viewed by the information requester when the request for information was initiated. Additionally, the agent script may be generated based on an identity associated with the information requester, a history of web pages viewed by the information requester, or the identity of an agent handling the request for information. The system is also capable of displaying multiple information identifiers, based on various factors, such as the identity of the information requester, the web page viewed by the information requester, or the history of web pages viewed by the information requester.

Abstract: A system is provided for indicating a status of a transmission across a communication link. The system determines the status of the transmission across the communication link based on information received from a transmission destination. A first visual indicator representing the transmission status is displayed if the transmission is incomplete. A second visual indicator representing the transmission status is displayed if the transmission is complete. If the transmission status is incomplete, the system continues to determine the status of the transmission until the transmission is complete. A third visual indicator representing the transmission status is displayed if the communication link is congested. The visual indicators may be displayed proximate a transmission source or displayed to a transmission initiator. The system transmits instructions to the transmission destination, which cause the transmission destination to generate the transmission status.