Abstract: The system and method provides an automatic telephone call back in response to a request for assistance made at a remote data terminal by an inquiring party. The inquiring party provides information at the data terminal, the information is transferred over a data path, such as the PSTN, the Internet, or any other WAN or LAN or combination thereof, to the automated telephone call back system. A data path interface at the automated back system provides an interface or gateway between the data path and an automated dialer system. The automated dialer system retrieves telephone numbers provided by the inquiring parties, schedules the call backs, and automatically dials the telephone numbers using a predictive dialer. If a connection is made, the dialer will automatically connect the called party to an available agent, and any additional information about the called party, if available, will be transmitted to the agent's terminal by the call back manager.

Abstract: A system and method for providing audio communication over a computer network between sending and destination devices using differing communication formats is provided. The system identifies the format of the incoming digital encoded audio data signal, identifies the destination device format of the signal, and converts the data to a second digital encoded audio data signal which is compatible with the format utilized by the destination device.

Abstract: A system for contacting an interested party utilizing a computer network includes an interested party database including a field containing a first e-mail address used to address an e-mail message to an interested party and an e-mail general or responsive to the first e-mail address and generating the first e-mail message addressed to the first e-mail address of the interested party. The generator also sends the first e-mail message to the interested party's first e-mail address. The first e-mail message includes a response message portion including a second e-mail message. The second e-mail message is addressed to a second e-mail address (sending party's e-mail address. The response message portion is responsive to the first e-mail message being read, for sending the second e-mail message to the sending party's e-mail address. The system further includes a database responsive to the second e-mail message storing data associated therewith.

Abstract: A system and method provides an automatic telephone call back to a telephone line being used to access a computer network. A call back is made in response to a request by an inquiring party at a remote data terminal connected to the computer network using a telephone line. The inquiring party provides call back data at the data terminal connected to a computer network, such as the Internet, by way of a telephone line. The call back data is transferred over the computer network to the automated telephone call back system. A computer network interface at the automated back system provides a gateway between the computer network and an automated dialer system. The automated dialer system retrieves telephone numbers provided by the inquiring parties, schedules the call backs, and automatically dials the telephone numbers using a predictive dialer. If a telephone number is scheduled for an immediate call back, the call status is monitored by the dialer to detect a busy signal.

Abstract: A web browser based client workstation receives web browser based information and displays the web browser based information in a web page browser format. The web browser based information may include operation critical application information which is interactively displayed and utilized to perform an operation critical application from the client workstation. The operation critical application may include a telephony application. The web browser based client workstation may include a script wizard for allowing a user to generate non-proprietary, industry standard, active objects to handle one or more applications. The client workstation may also include at least one host connection active object to handle information exchange between the web browser based client workstation and a host computer/database. Persistent data to be utilized by the client workstation may be stored within the workstation for later reuse without access to a server computer.

Abstract: A system and method for providing audio communication over a computer network between sending and destination devices using differing communication formats is provided. The system identifies the format of the incoming digital encoded audio data signal, identifies the destination device format of the signal, and converts the data to a second digital encoded audio data signal which is compatible with the format utilized by the destination device.

Abstract: A system and method for providing audio communication over a computer network between sending and destination devices using differing communication formats is provided. The system identifies the format of the incoming digital encoded audio data signal, identifies the destination device format of the signal, and converts the data to a second digital encoded audio data signal which is compatible with the format utilized by the destination device.

Abstract: The system and method for dialing in a telephony system using a common channel signaling protocol, such as ISDN, maximizes the use of bearer or voice channels. The telephony system includes a dialing switch connected to a central office switch that supports the common channel signaling protocol. In one example, the connection is made using an ISDN primary rate interface (PRI) connection providing 23 bearer channels and one data channel. The dialing switch automatically dials to establish telephone connections between calling parties, such as agents in a call center, and called parties, such as existing or potential customers. The system also includes a telephony system control/manager that controls the dialing and manages telephony resources. The system determines predictive dialing factors, such as an anticipated connect ratio (ACR) of dialed numbers to connections with called parties, average talk time, a number of idle agents, and hold time.

Abstract: A system for contacting an interested party utilizing a computer network is disclosed. The system includes an interested party database including a field of information containing a first electronic-mail address, which is used to address an electronic-mail message to a first interested party. Also included is an electronic-mail generator, which is responsive to the first electronic-mail address. The electronic mail generator generates the first electronic-mail message addressed to the first electronic-mail address of the first interested party. The generator also sends the first electronic-mail message to the first electronic-mail address of the interested party. The first electronic-mail message itself includes a response message portion, which includes a second electronic-mail message. The second electronic-mail message is addressed to a second electronic-mail address, which is an electronic-mail address of a sending party.

Abstract: A system and method provides an automatic telephone call back to a telephone line being used to access a computer network. A call back is made in response to a request by an inquiring party at a remote data terminal connected to the computer network using a telephone line. The inquiring party provides call back data at the data terminal connected to a computer network, such as the Internet, by way of a telephone line. The call back data is transferred over the computer network to the automated telephone call back system. A computer network interface at the automated back system provides a gateway between the computer network and an automated dialer system. The automated dialer system retrieves telephone numbers provided by the inquiring parties, schedules the call backs, and automatically dials the telephone numbers using a predictive dialer. If a telephone number is scheduled for an immediate call back, the call status is monitored by the dialer to detect a busy signal.

Abstract: A system and method for providing an electronic chat session between at least one inquiring party and at least one agent includes an inquiring party data terminal through which an inquiring party requests an electronic chat session with a call center agent over a data flow path that the inquiring party establishes with an information provider. A computer network and associated network interfaces, interface the inquiring party data terminal, the information provider server, and the electronic chat session distribution system to the computer network and allows data to be exchanged there between. A call center controller, responsive to a chat session request, generates a routing signal which establishes a data flow path between the inquiring party and at least one call center agent.

Abstract: A voice response system for providing interactive data exchange between an outside party, an operator and one or more data bases wherein a voice path switch initially connects an outside party to a database through a voice response unit. The voice response unit provides digitized voice prompts and questions to the outside party. The outside party responds to the prompts by entering selected numbers on a telephone touchtone keypad. The voice response unit then converts data from the database to voice signals recognizable by the outside party. The voice response unit or the outside party may selectively transfer the transaction to a human operator. In addition to providing transfer of voice signals from the voice response system to an operator, the system provides the operator with a list of information transacted thus far between the outside party and the voice response unit.