Abstract: A system and method for updating one or more files on a computing device are provided. A client computing device obtains update information including an index identifying particular delta patches with specific versions of installed files. Upon selecting which of the applicable updates will be implemented, an update agent on the client computing device performs an inventory to identify which version a file to be updated is installed on the machine. The update agent selects a corresponding delta patch and transmits the request to an update service.

Abstract: A system and method for managing the installation of files on a computing device are provided. A client computing device obtains installation information identifying a version of a baseline installation component stored on the client computing device. The installation information also includes an installation component delta patch that is merged with the baseline installation component to generate an updated installation component. The updated installation component is utilized to install one or more files on the client computing device. Upon completion of the installation, the updated installation component can be deleted.

Abstract: A system and method for providing file data, such as a set of files for updating a computer system, in a self-contained package, in which the package size is significantly reduced via delta compression. A build mechanism examines files to be distributed, and generates a self-contained package containing files and deltas. To this end, a directed graph is built from the sizes of the various base file and delta file possibilities, and a minimum spanning tree computation selects the files that result in the smallest package. A base file may have multiple deltas applied to synthesize multiple files, and any base file may itself have been previously synthesized from another base file and a delta. A client extraction mechanism, optionally provided with the package, works with the contents of the package as directed by a manifest to synthesize target files from the base files and the contained deltas.

Abstract: Multi-media call centers are able to receive incoming contacts or calls in a plurality of different types of medium. For example, as email, fax, chat, web-based and other types of contact. Incoming contacts are routed to one of a plurality of agents. Each agent has one or more skills, for example, a particular agent has knowledge about sales for product X and about technical support for product Y. Associated with each skill is a queue into which incoming calls are placed until an agent with that skill becomes available. Typically further subdivision of these queues is made such that for a particular skill, there is one queue for each possible medium. Often the queues referred to above build up and end user's experience significant waiting times before reaching a call center agent. This leads to dropped calls and customer dissatisfaction. To avoid this customers are able to switch between queues of different media types (but the same skill type) in order to reduce waiting times.

Abstract: A digital switchboard is controlled from a remote station to enable the remote station to behave in the same fashion as a local extension and thus have the same facilities as a local extension. This is achieved using a data communications path providing control and data signals to the switchboard to modify the operation of a digital line card to cause a voice terminal at the remote station to be called from the modified line card which then is available to become part of any voice traffic being handled by the switchboard. A computer terminal at the remote station operates as a softphone and together with the voice terminal simulates a call centre management console.

Abstract: A pneumatic driver is disclosed. The pneumatic driver includes a frame and a shaft movable between an extended driving position and a retracted position relative to the frame. A first inflatable air bladder is supported by the frame. The first inflatable air bladder is operatively connected to the shaft so that when the first air bladder is inflated, the shaft is moved into an extended driving position. A second inflatable air bladder is supported by the frame and operatively connected to the shaft. When the second air bladder is inflated, the shaft is moved to a retracted position. A valve manifold operatively connects first and second air bladders for controlling inflation and deflation of the air bladders. The frame includes longitudinal guide rods and transverse frame members fixed to the guide rods. A shaft support member having the shaft mounted thereto is slidably mounted on the guiderods. Support rods are mounted to the shaft support member by bolts received in orifices to provide a clearance fit.