Abstract: A customer is transferred from a first Internet chat session on a first server to a second Internet chat session on a second server without the customer having to take any action whatsoever. The second server may be the same server as the first server or may be different from the first server and may be physically located in another city, state, country, or continent. When the need arises to transfer a customer chat to another agent (who may be on another server) the agent requests a transfer and a list of available chat sessions is provided (300) to the agent. If the agent requests a transfer of the customer to one of those available chat sessions then a determination (310) is made as to whether the proposed transfer is permitted. If the transfer is permitted and initiated by the agent, the agent's computer sends all the transfer information as well as a transfer command to the customers browser.

Abstract: The invention determines when an Internet browsing customer should be provided assistance by monitoring factors such as the customer profile saved at the server or in cookies, the time a customer spends on particular web pages, errors in forms submitted by the customer, web pages repeatedly viewed by a customer, and statistically established abandon points. When the invention determines a customer should be provided assistance, the invention reviews the availability and probability of availability of the customer service representatives (CSRs). If a CSR is available or predicted to be available, the customer is presented with a HELP option. If the customer does not respond to the HELP option within a predetermined time, the HELP option is removed. By dynamically determining the appropriate time to provide a HELP option and only providing the HELP option when a CSR is available, the invention proactively provides meaningful service at the critical time.

Abstract: A detector for determining the validity of a received code, such as a Digital Supervisory Audio Tone (DSAT) code. A received DSAT code is serially shifted into a shift register (10) which outputs the received DSAT code in parallel format to a set of 24 exclusive-OR gates (12). Another shift register (11) receives a valid code, such as a valid DSAT code. The register (11) outputs the valid DSAT code, and right circular shifted (rotated) versions of the valid DSAT code, to the gates (12). The comparison signal from the gates (12) is provided to another register (13) and a counter (16) which together count the number of mismatches between the received DSAT code and the reference DSAT codes. The output of the counter (16) is provided to a comparator (17) which compares the number of mismatches against the allowable number of mismatches. The output of the comparator (17) is a validity signal (7) which indicates whether the received DSAT code matches any of the reference DSAT codes.

Abstract: A method and an apparatus for improving agent efficiency by reducing non-productive time such as time on hold and time for wrap-up statements. After an agent has been connected to a call the agent may determine that automated handling of the call is appropriate. Depending upon the status of the call the agent may specify that the call has been essentially completed or that the agent is on hold. The agent may speak the name of the connected party and this will be recorded. Then the agent is disconnected from the call and a message playing device, which may also replay the spoken name, is activated. If the response from the connected party indicates that an agent's attention is again needed then the same or a different agent is connected to the call. In addition, a party on hold is provided an estimate of the time before an agent becomes available and/or the number of parties ahead in the holding queue.

Abstract: Methods for avoiding a call blocking feature. In a first method a list is kept for the trunks previously used to call a particular telephone number. Each time that particular telephone number is called a different trunk, not on that list, is used to place the call. The list is cleared and restarted whenever all the trunks have been used. In a second method a list is kept for trunks for which a call blocking message has been received when an attempt was made to call that telephone number. Each time that particular telephone number is called a trunk which is not on that list is used to place the call. Only non-blocked trunks are used to call a telephone number.

Abstract: An automatic braking and speed control for a device driven by an electric motor. A controller provides a pulsed output voltage having a pulse width dependent upon the load seen by the motor (16). When the drive pulses are present two diodes (52,54) and a transistor (66) serve to maintain a power transistor (56) in the off condition. When the controller is not providing drive pulses and the motor (16) is being turned by the momentum of the mechanical device or by some outside force, such as gravity, the motor (16) functions as a generator and turns on two transistors (56,67) so that two resistors (51a,51b) apply a load to the generator (16). This provides a braking action between the output pulses so that the net speed of the motor (16) and its associated mechanical device is more dependent upon the output pulses provided by the controller.

Abstract: A method and an apparatus for retrofitting and extending or upgrading an existing customer account servicing system to provide for automated handling and processing of both incoming and outgoing calls. A mainframe computer or host (16) contains customer or potential customer account records. A plurality of operator terminals (12) allow the operators to converse with the called or calling party and make changes to the customer account information via a data terminal (12a4). A system controller (11), trunk interface unit (10), operator terminals (12) and cross-point switch or PBX (13) provide a retrofit to an existing system, a mainframe computer (16), to provide for automated handling and processing of both incoming and outgoing calls. The system controller (11) and terminals (12) use the same command and data format structure as that already in use by the existing system and software or programs of mainframe (16).

Abstract: A telephone switch (10) having a data port (DNS) and a vioice port (VPS) is connected to an electronic telephone (12) having a data port (DNT) and a voice port (VPT) through the preferred embodiment (19). A plurality of external devices (13a, 13b, . . . 13n) are also connected to the preferred embodiment (19). When no external device (13a, 13b, . . . 13n) is active, a relay (33) directly connects the voice port (VPS) of the telephone switch (10) to the voice port (VPT) of the electronic telephone (12). When an external device (13a, 13b, . . . 13n) is active, the relay (33) directly connects the voice port (VPS) of the telephone switch (10) to the voice port (V) of the external device (13a, 13b, . . . 13n) and also connects these voice ports (VPS, V) to the voice port (VPT) of the electronic telephone (12) through a resistor network (20, 21, 24, 26, 30) which passes operating power to the electronic telephone (12) but reduces or eliminates audio signals to/from the electronic telephone (12).