Abstract: A telecommunications system (10) is provided that provides for telephone functions to be accessed through client computer system (14). A server computer system (16) provides telephony services, database services and access to E-mail, voice mail, video conferencing and facsimile systems. A graphical user interface 116 is presented to a user to allow the user to perform a large number of functions and to access databases of information associated with calling and called parties.

Abstract: A telecommunications system (10) is provided that provides for telephone functions to be accessed through client computer system (14). A server computer system (16) provides telephony services, database services and access to E-mail, voice mail, video conferencing and facsimile systems. A graphical user interface 116 is presented to a user to allow the user to perform a large number of functions and to access databases of information associated with calling and called parties.

Abstract: A apparatus and method of interconnecting printed circuit boards in an electronic system inside a card cage. The apparatus includes a companion printed circuit board that connects to the main printed circuit board through a first electrical connector, the companion card providing at least one electrical path to a second connector. This second connector connects to the back plane of the card cage, with the back plane providing at least one electrical connection from the second connector to another electrical connector which connects to another companion card connected to the back plane. This method of interconnection avoids requiring flexible cable interconnections, thereby providing a cleaner layout of the electronic system, allowing easy insertion and removal of the main printed circuit boards as well as the companion cards, and providing excellent noise shielding.

Abstract: A telecommunications system (10) is provided that provides for telephone functions to be accessed through client computer system (14). A server computer system (16) provides telephony services, database services and access to E-mail, voice mail, video conferencing and facsimile systems. A graphical user interface 116 is presented to a user to allow the user to perform a large number of functions and to access databases of information associated with calling and called parties.

Abstract: A data record processing system including a dynamic data record excluder generates a unique record identification in response to a received data record. Alternatively, the received data record may include the unique data record identifier. A data record index stores at least a portion of the received data record and the unique data record identifier. A dynamic data record excluder determines whether or not the received data record was previously received by searching the data record index, and generates a data record exclusion indicator if the data record was previously received, thereby excluding processing of the previously received data record, to avoid duplication and to allow the data record processing system to process the most recent data record.

Abstract: A call record scheduling system for prioritizing call records for an outbound dialing system. Call records are downloaded to a call center record manager which preliminarily filters the records to select only certain records for a call campaign. Call records are then individually processed to produce a time range and priority for each call record to be dialed. This time range and priority are inserted into a priority table which may have more than one entry for each call record. A call record scheduler scans the priority table and selects call records to be downloaded to the outbound dialer to be presently dialed. The call record scheduler dynamically adjusts the priority table, including inserting and deleting priority table entries and changing the priority value. The present system allows control over when to place telephone calls during an ongoing telephone campaign, thereby increasing the likelihood of reaching the called party.

Abstract: A multi-path digital signal processor for use in a telephony system provides a first data path for interfacing to a local area network, a second data path for interfacing to a Versa-bus Modular Eurocard (VME) bus, and at least one third data path for interfacing to at least one pulse code modulation digital signal path. The Digital Signal Processor may transmit and receive data by any or all of these means to allow efficient data transfer and processing by the Digital Signal Processor in a telephony system.

Abstract: A telephone call center management system capable of simultaneously operating at least two separate telephony applications. A first group of agents is assigned to service a first telephone application. A first telephony center supervisor is assigned to at least view the operation of at least the first telephone application and at least the first group of agents. A second group of agents is assigned to service a second telephone application, while a second telephony center supervisor is assigned to at least view the operation of the second telephone application and the second group of agents. A supervisor can not view or control the agents or resources of an application not assigned to that supervisor. Supervisors may be assigned different application access levels, which control how much supervision supervisors have over the agents in applications the supervisors may access.

Abstract: A telephony call center management system allows agents to be assigned and grouped into work groups. A supervisor is assigned to supervise one or more work groups. Supervisors may move agents between work groups that the supervisor oversees. A supervisor may also assign unassigned agents to a work group which the supervisor controls. The supervisor may view statistics on the performance of only those agents assigned to a work group to which the supervisor is assigned.

Abstract: A system and method for automatically determining the file record format and characteristics for a data file of unknown file record format. At least a portion of an unknown file is obtained from a file source, such as a mainframe computer. At least a portion of the file is examined to determine whether the file is EBCDIC or ASCII encoded. File type, including print, card, text or binary, is determined. File headers and trailers are detected and removed. Line delimiters such as carriage return, linefeed or new line characters are detected. Periodic character patterns are searched for, such as a space followed by one or more numeric digits, to determine file record length and contents. Once the file record format is determined, a user may verify and modify the data. This system and method can be used by a data processing system, including a telephony system which accesses data records to determine parties in a database to contact, and automatically dial those parties.

Abstract: A universal telephony application client (TAC) that can be dynamically configured for a specific telephone call campaign running on a telephony platform system where upon the beginning of a call campaign, the universal TAC is initialized from an initialization profile specific to a telephone call campaign. The universal TAC operates as individual TAC threads to control processing of call records or incoming calls according to the parameters provided in the initialization profile. The initialization profile is modifiable before a call campaign, at the commencement of a call campaign, or at any time during a call campaign. All campaign TACs created subsequent to modifying the initialization profile will be modified to include the new parameters.

Abstract: A data processing system including automated forms generation uses data displayed at a predetermined position on a data terminal display screen and a data processing function selector, to automatically retrieve a pre-established form stored in a data processing system. In one embodiment, the form includes a number of uncompleted fields. The data processing system retrieves at least one datum from at least one data field displayed on the screen, and automatically inserts the data in a predetermined uncompleted field of the form. The partially or fully completed form is then stored for later retrieval, updating and printing by the data processing system.

Abstract: A multi-path digital signal processor for use in a telephony system provides a first data path for interfacing to a local area network, a second data path for interfacing to an industry standard computer backplane bus, and at least one third data path for interfacing to at least one time division multiplexed digital signal path. The Digital Signal Processor may transmit and receive data by any or all of these means to allow efficient data transfer and processing by the Digital Signal Processor in a telephony system.

Abstract: A method for controlling the flow of a first call record campaign to a second call record campaign, by a telephony system. Wherein after determining that a first call record campaign is not being driven to its maximum capacity and there are no more call records to dial, the system assigns a second campaign attribute to agents having a first campaign attribute. In response, the system initiates processing of the second call record campaign by processing a call record from the second call record campaign. The system detects the completion of additional call records from the first call record campaign and initiates processing of a corresponding number of call records from the second call record campaign, thereby seamlessly transitioning from the ending of the first call record campaign to the beginning of the second call record campaign.

Abstract: A method and system for allocating agents possessing predetermined qualifying attributes to an outbound telephone call campaign is disclosed. The method includes the steps of assigning qualifying attributes to agents of a telephony system and further include the step of generating requests for agents possessing specific qualifying parameters within campaign call scripts. Agents meeting the agent request parameters are allocated to the outbound telephone call campaign for servicing call records within the outbound telephone call campaign.

Abstract: Disclosed is a system and method for adding and integrating outbound calling and overall system control to an existing inbound telephone system. The existing inbound telephone call distribution system is coupled to a number of telephone lines, and connects incoming calls to an available operator having a voice signal processing unit. The present system detects at least one available operator and an absence or a threshold condition of incoming calls to connect to the operator. An automated telephone dialer, coupled to the inbound call distributor, is also provided. The automated telephone dialer is responsive to the detection of at least one available operator and the absence or threshold condition of incoming calls to connect to the operator, for placing an outbound telephone call. The system directs that the voice portion of an answered outbound telephone call be connected to the existing voice signal processing unit of the available operator.

Abstract: A smart telecommunications supervisor management workstation with monitoring system provides real-time operation statistics and graphical representation of system operation in real time. A standardized graphic user interface and a mouse-driven point and click user friendly interface minimize keyboard entry. A management workstation also generates reports using off-the-shelf spreadsheet packages incorporates data management functions via a highly refined user interface. The management workstation comprises an integrated system for generating alerts based on user-defined criteria for database information. Color-coded or shaded monochrome displays provide ease of viewing. Extensive use of icons allows quick identification and selection of management control functions.

Abstract: A method for maintaining disconnected call record events in a pending condition is provided until an available agent is acquired to service the disconnected call record event. The method includes the steps of reprioritizing the disconnected call record event to a lower priority level value and comparing the priority level value of the disconnected call record event with the priority levels of the additional pending call record events. Upon the disconnected call record event having a priority level value equal to or higher than the additional call record events, an available agent is requested and a second outbound call is placed for the previously disconnected call record event. The requested available agent is connected to the second outbound call upon an outside party answering the second outbound call.

Abstract: A smart telecommunications supervisor management workstation with monitoring system provides real-time operation statistics and graphical representation of system operation in real time. A standardized graphic user interface and a mouse-driven point and click user friendly interface minimize keyboard entry. A management workstation also generates reports using off-the-shelf spreadsheet packages incorporates data management functions via a highly refined user interface. The management workstation comprises an integrated system for generating alerts based on user-defined criteria for database information. Color-coded or shaded monochrome displays provide ease of viewing. Extensive use of icons allows quick identification and selection of management control functions.

Abstract: A statistical data collector gathers statistical data concerning the operation of at least one data terminal coupled to a host system by way of a data terminal controller. The data terminal controller controls access to the host by the data terminal. Each data terminal coupled to the data terminal controller includes at least one user definable function selector for selecting a previously defined data processing function. The data terminal controller further includes a statistical data collector, responsive to a selected data terminal user definable function selector, for gathering statistical data concerning the data processing function selected by the user definable function selector and operation of the data terminal.