Abstract: A system for call processing is disclosed that includes voice recognition enabled activity code support. The system operates routes a received call to an agent, based on dialed number, other caller provided information, and/or load balancing across agents. The call is then handled by the agent as appropriate. After the call is ended, the system allows the agent to describe the call using voice commands or phrases that result in one or more associated activity codes being electronically recorded in association with the call. The stored activity codes can then be used as the basis for various types of high level functions, such as report generation, customer billing, etc. Voice commands are also recognized relating to agent status. Such agent status commands may, for example, include commands indicating changes in agent status, such as when an agent logs off the system, or when the agent becomes temporarily unavailable to take calls.

Abstract: Described is a programmable communications headset. The headset includes a headset body, an earpiece and reconfigurable keys. The headset body is configured for wearing on the head of a user and is adapted to communicate with a headset management system. The earpiece is coupled to the headset body and is adapted to provide audible information to the user. The reconfigurable keys are programmable and are disposed on at least one of the headset body and the earpiece. Each reconfigurable key activates or terminates a communications system function when activated by the user. The communications system function of each reconfigurable key is defined in the headset management system.

Abstract: A system for accurately detecting the unavailability of a call center agent that uses one or more agent sensors provided in the area of the agent's desk or station that are triggered when the agent moves into or out of the physical area in which he or she can answer calls. The agent sensor may be an external hardware peripheral device which communicates with a call center software application. The agent sensor operates to notify the call center application when an associated agent leaves their desk, so that the call center application can make that agent unavailable to receive calls as a result. When the agent returns, another signal may be sent from the sensor to the call center application indicating that the agent is again available to receive calls.