Abstract: Aspects provide a wearable audio output device that provides an audio indication regarding a user's status with respect to a teleconference. The user is connected to at least one remote participant of a teleconference via the wearable audio output device. The wearable audio output device alters an audio stream to provide an indication of the user's status. Absent a visual indication, the user is intuitively aware of whether the microphone on the wearable audio output device is muted.

Abstract: Automated monitoring of a voice communication session, when the session is in an on hold status, to determine when the session is no longer in the on hold status. When it is determined that the session is no longer in the on hold status, user interface output is rendered that is perceptible to a calling user that initiated the session, and that indicates that the on hold status of the session has ceased. In some implementations, an audio stream of the session can be monitored to determine, based on processing of the audio stream, a candidate end of the on hold status. In response, a response solicitation signal is injected into an outgoing portion of the audio. The audio stream can be further monitored for a response (if any) to the response solicitation signal. The response (if any) can be processed to determine whether the end of the on hold status is an actual end of the on hold status.

Abstract: The present invention relates to a method, for providing guidance during a call waiting state, comprising the steps of: a gesture recognition unit of a user device recognizing a call waiting gesture while a call request signal is being received; when the call waiting gesture is recognized, a call acceptance control unit of the user device executing a switch to a call acceptance state with respect to the call request signal received by the user device; a call waiting control unit of the user device switched to the call acceptance state stopping an operation of a speaker unit or a microphone unit of the user device and executing a switch to a call waiting state; and, if the gesture recognition unit recognizes a call switching gesture, activating the operation of the speaker unit or the microphone unit.

Abstract: The present invention relates to a method, for providing guidance during a call waiting state, comprising the steps of: a gesture recognition unit of a user device recognizing a call waiting gesture while a call request signal is being received; when the call waiting gesture is recognized, a call acceptance control unit of the user device executing a switch to a call acceptance state with respect to the call request signal received by the user device; a call waiting control unit of the user device switched to the call acceptance state stopping an operation of a speaker unit or a microphone unit of the user device and executing a switch to a call waiting state; and, if the gesture recognition unit recognizes a call switching gesture, activating the operation of the speaker unit or the microphone unit.

Abstract: Methods and systems for managing real-time conversations include are disclosed. In one or more examples, an audio response selected from among a plurality of selectable audio responses associated with a call script may be communicated to a caller. The call script can include a number of segments, and the segments may be associated with the selectable audio responses. In addition to the selectable audio response being communicated to the caller, background sound may also be mixed with the communicated audio response and communicated to the caller. Other aspects, embodiments, and features are also included.

Abstract: A computer-implemented agent process running on a first computer automatically intercepts a command issued from the first computer to execute on a target computer prior to invocation of the command on the target computer. A server profile built for an application running on the target computer that supports the command may be retrieved. At least based on the server profile a risk enforcement policy is dynamically constructed. Based on the risk enforcement policy, one or more computer-executable enforcement actions to perform prior to sending the command to the target computer for execution is determined. Based on executing of one or more of the computer-executable enforcement actions, the command may be transmitted to execute on the target computer or prevented from executing on the target computer.

Abstract: The system provides voice call services to plurality of users using a music engine. Music engine generates music of one of plurality of styles of music. In response to one or more first commands entered by the first user, music of a particular style is selected by the first user and the at least one music engine is controlled so that the at least one music engine generates music of the particular style selected by the first user.

Abstract: In one embodiment, a method includes capturing samples of sound associated with an environment, and processing the samples of sound to determine whether the samples of sound likely include voice activity. The samples of sound are captured while a microphone is muted. When it is determined that the samples of sound likely include the voice activity, the method also includes providing a first notification arranged to indicate that voice activity is detected and that the microphone is muted.

Abstract: A user-interactive music system is described. The system includes a web application in communication with an electronic device such as a mobile device. The web application receives an input from the electronic device, requesting a specific song or preference of songs be played on a music player at a remote location. The web application communicates with a music player, communicating the requests from the electronic device. The music player plays the requested songs or preference of songs on the music player.

Abstract: A portable telephone includes key backlight light-emitting units 41, 42 that are provided corresponding to a plurality of operation keys 31, 32 and control unit 5 that instructs key backlight light-emitting units 41, 42 about the colors of the light that is to be emitted. Key backlight light-emitting units 41, 42 respectively include a plurality of light-emitting devices 411, 421 that produce different colors and lighting control units 412, 422 that control the plurality of light-emitting devices 411, 421 in accordance with instructions from control unit 5. Control unit 5 instructs to cause light to be emitted in a specified color to key backlight light-emitting units that correspond to one or a plurality of operation keys and instructs to cause light to be emitted in colors other than the specified color to key backlight light-emitting units other than the key backlight light-emitting units that are lighted in the specified color.

Abstract: A telephone is provided with a port for disconnectably connecting an external information source, such as an MP3 player, to the telephone, and an on-hold function that operates while a call of the telephone is on hold and either presents to the telephone's user the information from the external source if the external source is connected, or presents to the user on-hold information from a telephone network if the external source is not connected, or presents silence at the user's option, irrespective of whether or not the external source is connected.

Abstract: A handover source AP among APs in a system has a RAM 203 storing a MAC address of a VoIP terminal performing a VoIP communication, holding status information indicative of a holding state, and data on the number of in-call terminals. A CPU 202 monitors all transmitting/receiving frames and packets of a VoIP terminal connected to a LAN so as to judge whether or not the connected VoIP terminal is disconnected. When the terminal is disconnected, it is judged whether or not a MAC address of the disconnected VoIP terminal is stored in the RAM 203 and whether or not holding status information is stored in the RAM 203. When the MAC address is stored in the RAM and the holding status information is detected, a holding notification request command is transmitted to all APs. When the terminal is not disconnected, it is judged whether or not a holding notification response command is present in the packet.

Abstract: A telephone system provides an alternative to being kept “on hold”. When placed on hold, *8 or some can be dialed, which allows the party placed on hold to hang up his or her phone without disconnecting the call. To resume the call, the party that placed the call on hold dials any number on his or her phone and the phone of the party that had been placed on hold rings to signify that the call is off hold and can be resumed. When the call back is answered the call is resumed. In a first embodiment, the callback on hold operation is performed in cooperation with a telecommunication company's central office switch. In a second embodiment, dedicated circuitry and microprocessor firmware are added to consumer telephone equipment, performing the callback on hold operation without requiting any specific support from a central office switch.

Abstract: A system for adding wireless on-hold buttons to standard single or multi-line phones. Systems of this invention include a wireless on-hold transceiver button and hard wired transceiver control box.

Abstract: A method and system for providing a user who places a telephone call on hold with a partial hold option. When a user places a first call on partial hold and picks up a second call, the user can still hear conversation and activity that occurs on the first call. For example a user participating in a conference call may receive a second call. The user can place the conference call on partial hold and pick up a second call (i.e. engage in a conversation on a second telephone call). However, the incoming channel to the conference call will remain active and the user will be able to hear, in the background, what is taking place in the conference call. Should the user hear something interesting in the conference call, or if the user hears someone ask a question directed to the particular use, the user can switch back to the conference call.

Abstract: A method of and a system for controlling a conference call among a plurality of participants monitor the lines associated with the participants. When the system detects a ring on a line associated with one of the participants, the system mutes the line associated with that participant. In some embodiments, the system automatically mutes the line. In other embodiments, the system provides a mechanism by which a moderator can mute the line. In one embodiment, the detected ring may comprise an audible ring tone picked up by the telephone of the participant, as for example the participant's cell phone ringing. The system may identify the participant to the moderator and enable the moderator to mute the participant's line. The system may identify the participant by displaying identifying information for the participant on a computer display associated with the moderator. The system may display a muting control associated with the identifying information.

Abstract: A system and method provide for transferring remote media from a remote media source to a communication or other end device at a time prior to a hold period, which media is usable as local MOH media during a hold period. A system and method further provide for responding to an initiated hold time by replacing remote MOH media with the local MOH media if remote MOH media is received in conjunction with the hold period.

Abstract: A telephone equipment having a main apparatus and a plurality of cordless handsets, which can perform an extension communication with being relayed by the main apparatus. Such a telephone equipment includes a line holding system that holds a connection between the main apparatus and the outside apparatus, an extension communication detecting system that detects start of the extension communication when the communication with respect to the outside apparatus is being held, a timer that measures a time period elapsed from the start of the extension communication, and a notification system that causes at least one of the cordless handsets performing the extension communication to perform a notifying operation when the time period measured by the timer exceeds a predetermined time period.

Abstract: In a versatile communication device having a telephone function and a facsimile function, an erroneous detection of an on-hold melody as a control signal, such as a calling tone (CNG) signal, is prevented when the on-hold melody is played during an on-hold period of the telephone, thereby preventing the device from mistakenly switching connection to the facsimile function during the on-hold period. Further, the on-hold melody containing a signal component of the CNG signal or other control signal is prevented from sending to the remote device, so the remote device provided with a facsimile function does not switch to a facsimile mode during the on-hold status of the voice communication.

Abstract: Each of multifunctional telephones has a common hold button for accepting a hold/hold release instruction of a communication partner (extension) under transfer communication; a central processing equipment controls each part of a private branch exchange so that the transfer communication partner concerned is held in accordance with a hold instruction from a multifunctional telephone under transfer communication; the information of a hold target (extension) is registered into a hold information registration area; in accordance with a hold release instruction from a multifunctional telephone holding a communication partner, the information of the communication partner specified by the instruction is searched from the hold information registration area; and the holding of the communication partner specified by the searched information is released to connect the communication partner to the multifunctional telephone concerned, whereby the communication partner (extension) under transfer communication can be held

Abstract: A telephone line connection and disconnection circuit has a diode bridge coupled to the telephone line which converts different voltages of the telephone line into a voltage referenced to ground. A switching circuit is coupled to the diode bridge which opens and closes a conductive pathway for connecting and disconnecting a telephony product from the telephone line. A resistive element is coupled to the diode bridge and the switching circuit which allows for the conductive pathway to be normally closed. An optical isolator is coupled to the switching circuit and the resistive element for sending a control signal to the circuit when required.

Abstract: A mobile electronic communication device includes a processor unit, a transceiver, a keypad and a light unit. Each key of the keypad is associated with a contact of a contact list. The light unit can perform light functions to notify a user of the reception and/or status of messages received via the transceiver. The light functions include providing an indication of the age of a received message that was sent by a contact in the contacts list. The age of the message is indicated by a modulation of the illuminating light. In one embodiment, the age of a message is indicated as one of a set of predetermined age ranges, with each age range being represented by a unique color.

Abstract: A system and method that provides a party that has been placed on hold control of music on hold. A dual-tone, multifrequency (DTMF) detector and a processor in the music on hold system monitor two-way connection. If a predefined DTMF signal is detected, the DTMF detector notifies the processor to disable the music on hold. Further, a DTMF code may be defined to cause the processor to decrease/increase the volume of the music on hold.

Abstract: An on-hold messaging system is provided for use with a business telephone system having an on-hold audio input. The system includes an optical disc having one or more messages recorded thereon, an optical disc player having an audio output, and a connection or interface between the audio output of the optical disc player and the on-hold input of the business telephone system. The optical disc player is enabled to continuously play the message or messages through the business telephone system, so that at least a portion of a message can be heard by an outside party when a telephone call between the outside party and a user of the business telephone system has been completed and the outside party is placed on hold by a user of the business telephone system. Optionally, an audio amplifier may be used as an interface between the optical disc player and the on-hold input of the business telephone system, so that the sound quality of the message as heard by the outside party is satisfactory.

Abstract: A method and system for managing a telephony connection on hold to reduce the use of resources within the telephony network and/or to allow the user on hold to place their telephony device into an on-hook state after they have been placed on hold. In two embodiments, a user of a telephony device who has been placed on hold can initiate a Smart Hold whereby their telephony device can be placed in an on-hook state while on hold and the user will be signaled when the call is to be removed from hold. This allows the user to perform other activities while a Smart Hold has been implemented, without the need to keep a telephone handset to their car, for example. The freeing up of local loop resources can also be achieved. In another embodiment, the Smart Hold can be initiated by either party to a connection without requiring cooperation of the other party. In some embodiments, no toll charges or the like will be incurred while the Smart Hold is in effect.

Abstract: The system for transmitting a change in call queued/hold state across a communications network (termed “call state notification system” herein) functions to provide an indication to the parties on the existing call connection that the calling party has placed the call on hold and/or the call center has advanced the call connection to the head of the queue for connection to an agent. This is accomplished by enabling the calling party to place their call termination on hold to serve another call or to perform some other task without having to physically monitor the call connection. When the calling party removes the hold state at their terminal device, the call center receives a notification of the reconnection of the calling party to the call connection.

Abstract: A connector for use in a business telephone system such as a PBX, Key, or other type of system with audio on hold capabilities. The connector eliminates the need for time consuming stripping, splicing, and manual connecting operations typically done by the installation technicians. The connector, thereby, decreases the time necessary to install a business phone system with audio on hold capabilities, and eliminates the hazard of accidental shorting which can cause unwanted down time for the system. The connector directly connects the output from an audio source to the designated location on a telecommunications connecting block and therefore to the KSU of the telephone system, thus allowing a caller on hold to listen to, e.g., music, an advertisement, or the radio.

Abstract: A switching system which can easily reconnect a call to an original call path even if an original call state is disconnected at a time of transferring the call to another outside line or extension is presented. In a state where a call path between an outside line (or first line) and a call center (or second line) is formed, the outside line is connected to an outside line transfer destination (or third line) when a transfer demand from the call center to the outside transfer destination is received and the outside line is automatically reconnected to the call center when the call between the outside line and the outside line transfer destination ends.

Abstract: A plurality of audio sources are provided in a Private Branch Exchange (PBX) and monitored to determine if audio is available from any of the sources. Once an audio source with an audio presence has been found, that audio source is connected to the PBX and the PBX uses the audio from that source to provide audio-on-hold to the telephone users at that PBX. The audio coming from that audio source is substantially continuously monitored. When it is determined that this particular audio source is no longer providing audio, this particular audio source is disconnected from the PBX network and another audio source having an audio presence, is connected instead.

Abstract: An apparatus and method for providing a music-on-hold service to an originating subscriber requesting a call connection to a busy terminating subscriber in a key telephone system, using an external music-on-hold source coupled to a previously selected central office line port of a central office line circuit to provide a pre-recorded melody.

Abstract: A telephone main unit has a channel switch 11 which is connected to a remote telephone control apparatus 12 via a dedicated line 2; and central controlling means 12 for controlling the channel switch. When the central controlling means receives a hold request from a telephone set 4A connected to the channel switch, the central controlling means sends out to the dedicated line a pulse signal requesting holding in the remote telephone control apparatus, and ignores for a constant time period a pulse signal which is sent from the remote telephone control apparatus via the dedicated line.

Abstract: According to this invention, a digital key telephone system connected to an analog public network NW having a function of transmitting a ringing signal including identification information of a calling line through a subscriber line (CO line), accommodating a plurality of extension lines each connected to a digital key telephone (DKT) 2 or a standard telephone (STT) 4 as an extension terminal, and having a function of switching and connecting the subscriber line to the plurality of extension lines or the extension lines to each other includes a called party storage means storing, in advance, information representing the correlation between the calling line and the extension terminals 2 and 4 as a called terminal. When a ringing signal arrives from the analog communication network NW, calling line identification information (caller ID) contained in the ringing signal is detected by a calling line identification information interface unit (RCIU) 12.

Abstract: An arrangement includes a number of POT CPE customer lines and a plurality of assigned called numbers that are associated with the POT CPE customer lines. The number of assigned called numbers may be greater than, equal to, or smaller than the number of customer lines. The arrangement includes a coupler that is responsive to the plurality of POT CPE customer lines, and includes a number of POT CPE output ports. A storage element maintain a record of which assigned called number(s) is (are) associated with a particular output port, and a switching arrangement, under control of a processor that is coupled to the storage element, controls the switching arrangement. Both hunting and key telephone functions can be implements with the aid of the disclosed coupler.

Abstract: A method and apparatus for selectively eliminating nuisance signals during communications connections as during conference calling in which the signals are eliminated when a call path is placed on hold by monitoring signals in a reverse traffic channel from a holding party. If the reverse traffic channel contains a predetermined signal, a music on hold circuit is disabled. When the call is first placed on hold, a check for the predetermined signal is made. If the predetermined signal is not detected during a defined period of time, the music on hold circuit is engaged; otherwise the circuit remains disabled. The predetermined signal may be noise signals, speech signals or a sequence of touch tones or speech representing a command to disable the music on hold circuit. Optionally, a disabled music on hold circuit may be enabled by placing a second command signal, such as speech or touch tones, into the reverse traffic channel.

Abstract: A clock generating circuit generates a clock of a rate corresponding to a Dch rate in response to a specification from the exterior. A counting circuit detects completion of reception of one frame by counting the clock number up to “11” at timing at which a start bit detecting circuit detects a start bit in a serial signal. An S/P converting circuit fetches a serial Dch signal bit by bit in synchronism with the clock, outputs the latest fetched 10 bits in a parallel form and latches eight bits of a real data portion among the output data into a latch circuit at the time when reception of one frame is completed. In parallel with the above operation, a parity calculating circuit and flag/interruption generating circuit set various flags and generate a reception completion interruption.

Abstract: An apparatus and method for providing a music-on-hold service to an originating subscriber requesting a call connection to a busy terminating subscriber in a key telephone system, using an external music-on-hold source coupled to a previously selected central office line port of a central office line circuit to provide a pre-recorded melody.

Abstract: Hold/off Alert System helps minimize the loss of time when people are put on hold. The invention can alert callers audibly when they are released from a hold state. The said system and its function are integrated to the existing phones, requiring some modifications to both calling phones and called phones. Its working components include, but not limited to, a tone detector circuit, the HAS button, the speech network, the buzzer, its driver, the MPU, and the HAS lamp for the calling phone; and the hold button, the hold-release button, the CPU, and the DTMF dialer for the called phone. The pressing of the hold or the hold-release buttons generates DTMF tone signals in the called phone which are transmitted to the calling phone to trigger a sound alert.

Abstract: An on-hold messaging system is provided for use with a business telephone system having an on-hold audio input. The system includes an optical disc having one or more messages recorded thereon, an optical disc player having an audio output, and a connection or interface between the audio output of the optical disc player and the on-hold input of the business telephone system. The optical disc player is enabled to continuously play the message or messages through the business telephone system, so that at least a portion of a message can be heard by an outside party when a telephone call between the outside party and a user of the business telephone system has been completed and the outside party is placed on-hold by a user of the business telephone system. Optionally, an audio amplifier may be used as an interface between the optical disc player and the on-hold input of the business telephone system, so that the sound quality of the message as heard by the outside party is satisfactory.

Abstract: The call hold state notification system functions to provide an indication to the parties presently served by the existing call connection that the original hold state has been terminated. This is accomplished by enabling both parties (multiple parties on a n-way call) to a call connection to place their respective call termination on hold to serve another call or to perform some other task without having to physically monitor the call connection. When any party to the call connection removes the hold state at their respective telephone station set, the remaining parties to the call connection who have a hold state active at their termination receive a notification of the reconnection of the party to the call connection. Optionally, the returning party also receives a notification that the call connection is in an on hold state at the other end of the call connection and that party is being advised of the termination of the held state by the returning party.

Abstract: A telecommunication and alarm system for connection to: a four-wire or two-wire telephone network, a two-terminal doorphone unit, and one or more alarm detectors connected in parallelCOMPRISINGa line and extension connection for communication with the "tip" and "ring" wires of the incoming telephone line and the service pair of wires enabling in-house plug-in installation of the inventive device; and an alternate extension connection for communication with the "tip" and "ring" pair of the telephone wires leading to the in-house single-line extension telephones;a plurality of connection modules each equipped with a slide entry plug and a slide entry jack, the plug end of which to be inserted within the telephone wall outlet, and the jack of which to receive the telephone cord of the extension telephone set;an input connection for unidirectional communication with a two-terminal doorphone unit, from any in-house extension telephone, and means to toggle the direction of speech upon pulsing one same digit on the

Abstract: In a two-line telephone controller which includes a line select switch which operates complementarily to a force busy relay that allows an unselected telephone line to be forced to a busy state, a method for using the force busy relay also to place an active line on hold. The method includes detecting an incoming call on an inactive line, switching the line select switch to the inactive line, receiving an instruction to place the active line on hold, and responding to the hold instruction by closing an off-hook relay so as to connect the force busy switch across the active telephone line, opening a first handset select switch for the active telephone line, and closing a second handset select switch so as to select the incoming call on the ringing line. Because the force busy switch is connected across the formerly-active telephone line, loop current is maintained, thereby placing and maintaining the formerly-active call on hold.

Abstract: An on-hold messaging system is provided for use with a business telephone system having an on-hold audio input. The system includes an optical disc having one or more messages recorded thereon, an optical disc player having an audio output, and a connection or interface between the audio output of the optical disc player and the on-hold input of the business telephone system. The optical disc player is enabled to continuously play the message or messages through the business telephone system, so that at least a portion of a message can be heard by an outside party when a telephone call between the outside party and a user of the business telephone system has been completed and the outside party is placed on hold by a user of the business telephone system. Optionally, an audio amplifier may be used as an interface between the optical disc player and the on-hold input of the business telephone system, so that the sound quality of the message as heard by the outside party is satisfactory.

Abstract: An apparatus and a method of setting and confirmation of a value indicative of an on-hook period of a terminal is provided. The value is used as a threshold when distinguishing a hooking pulse for putting communication on hold which is issued by the terminal, from disconnection of a call on the terminal.

Abstract: An on-hold messaging system is provided for use with a business telephone system having an on-hold audio input. The system includes an optical disc having one or more messages recorded thereon, an optical disc player having an audio output, and a connection or interface between the audio output of the optical disc player and the on-hold input of the business telephone system. The optical disc player is enabled to continuously play the message or messages through the business telephone system, so that at least a portion of a message can be heard by an outside party when a telephone call between the outside party and a user of the business telephone system has been completed and the outside party is placed on hold by a user of the business telephone system. Optionally, an audio amplifier may be used as an interface between the optical disc player and the on-hold input of the business telephone system, so that the sound quality of the message as heard by the outside party is satisfactory.

Abstract: A first subscriber activates a hold call back subscriber feature in response to a second subscriber placing the first subscriber on call hold. After the activation, the first subscriber goes onhook. When the second subscriber later wishes to take the first subscriber off of call hold, a first end office serving the first subscriber recognizes the second subscriber's action and accordingly alerts the first subscriber back. Upon answering the ring back, a call connection is re-established between the first subscriber and the second subscriber. A connection-less signal is communicated between the first end office and a second end office serving the second subscriber to queue, monitor, and inform the second subscriber's action. Upon receiving a connection-less signal from the second office indicating that the second subscriber wishes to take the first subscriber off of call hold, the first end office originates another call setup request towards the second subscriber.

Abstract: Automatically reducing communication bandwidth to coincide with the state of a communication call by a communication terminal. If a first telecommunication terminal puts a second telecommunication terminal on hold, the first telecommunication terminal transmits a transport message that reduces the bandwidth of the call to a low speed data link. When the first telecommunication terminal wishes to again be in communication with the second telecommunication terminal, a transport message is utilized to restore the communication bandwidth. If a first communication terminal calls a second communication terminal and the second communication terminal is busy, the first communication terminal reduces the bandwidth of the communication call to that of a low speed data link. When the second telecommunication terminal becomes idle, the second terminal sends a message to the first terminal indicating the idle state.

Abstract: An apparatus that after a time period settable by the user automatically returns an off-hook telephone to an on-hook condition. This apparatus thus electrically hangs up a telephone handset that is inadvertently left off-hook and allows normal handling of outgoing and incoming calls at other telephone extensions and in some embodiments, even allows calls to ring-in to the telephone having the inadvertently off-hook handset. The apparatus also senses when the inadvertently off-hook handset is returned on-hook and rapidly restores the automatic-return-to-an-on-hook condition switch to normal operation.

Abstract: An integrated loop current detector for a public switched telephone network modem. The present invention solves the loop current detect problem in general, and is especially useful in modems employing echo cancellation techniques due the linearity afforded by the invention. In one advantageous embodiment of the present invention, the current detector includes a solid-state loop hold circuit coupled to terminals of the PSTN. A current mirror circuit is coupled in parallel with the loop holding circuit, wherein the current mirror circuit includes a transistor having a control terminal coupled to the DC operating point of the loop holding circuit. The transistor is operable to detect interruptions in loop current. An opto-coupler device having an input coupled to the switching device has an output coupled to a current detect input line of said modem thereby providing an isolated output for quick and reliable indication of current interruptions in said loop hold circuit.

Abstract: An automatic call distributor (20) having a multiport switch (22) controlled by a central control unit (24) for interconnecting telephonic calls received from external telephonic units (28) of an external telephonic public switching network (30) with multiline internal telephonic units (32A-N) and for interconnecting telephonic calls from other internal telephonic units (32A-N) coupled with the call distributor (20), with a telephonic call holding system (25) for removing a hold placed on one of a plurality of lines representative of line keys (44A, 44B, 44C) of a multiline internal telephonic unit (32A) and for causing the central control unit (24) to automatically place another hold on another line of the internal telephonic unit (32A) in response to receipt of a signal from a basic rate line circuit (36) upon actuation of a key at the internal telephonic unit (32A) to remove the hold placed on the one of the plurality of lines representative of line keys (44A, 44B, 44C) of the internal telephonic unit (32A

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.