Abstract: A call overflow system 10 and method for overflowing telephone calls from an originating telephonic switch 12A and a destination telephonic switch 12B is provided. An information element data packet 34 containing information relating to the telephone calls is transmitted between the originating telephonic switch 12A and the destination telephonic switch 12B. The data packet 34 comprises information provided by a caller in byte (20b) 80, designated switch status data. The information is thereafter utilized by the destination telephonic switch 12B to route the telephone calls to internal telephonic units 20B for service.

Abstract: Methods and apparatus for increasing the utility and interoperability of peripheral devices such as, voice mail devices and voice dialing platforms, used in communications systems are described. Methods of efficiently providing speech recognition functionality to multiple subscribes through the use of centralized speech recognition circuits are also described. One feature of the invention is directed to dynamically enabling/disabling an automatic connection feature whereby a central office switch connects a subscriber to an intelligent peripheral device in response to an off-hook condition. In one embodiment the C.O. switch's automatic peripheral device connection feature is only enabled when a voice mail IP has a waiting message thereby reducing or eliminating unnecessary connections to the voice mail IP. In order to support automatic connection to multiple IPs in response to an off-hook condition, in one embodiment a caller is connected to a control IP in response to an off-hook condition.

Abstract: An apparatus and method are provided for identifying a call record of a telephone call to be moved from a source automatic call distributor to a destination automatic call distributor. The call record is of a type having been previously stored under a call identifier of the source automatic call distributor in a memory of the host computer serving both the source automatic call distributor and destination automatic call distributor in an area of the memory reserved for the source automatic call distributor. The method includes the step of storing a call action provided message in a call overflow table of the host computer including the call identifier of the telephone call and an identifier of the source automatic call distributor.

Abstract: A system and method for routing telephone calls from a network-level routing station to individual ones of a plurality of call centers having computer telephony integration (CTI) servers at each call center for monitoring and controlling telephony switches at the call centers and at the network level. A separate data network interconnects the network-level CTI server and the call-center-level CTI servers. The system also includes a stat-server at the network level for storing status information related to all of the telephony switches, and a router at the network level. Routing of incoming calls at the network to the connected call centers is successfully accomplished wherein each of the CTI servers report status of call traffic at the connected telephony switches to the network level stat-server, and the network-level router routes calls to the call centers based on the information in the network-level stat-server.

Abstract: Methods and apparatus for providing speech recognition capability to callers in a cost efficient manner as part of one or more telephone services are described. Multiple speech recognition units with differing capabilities and therefore implementation costs are provided. Calls are assigned to speech recognition circuits throughout a call based on a signal such as a service type identifier indicating the type of service to be provided to the caller. During different phases of a call different speech recognition units may be used. In addition, different amounts of speech recognition processing capability may be allocated to service a call at different points during a call. In this manner efficient use of available speech recognition resources can be achieved.

Abstract: An anonymous testing system for taking a sample of body fluid to be tested, the sample is acquired in private and sent for analyzation to obtain results. The system comprises a test kit for creating a sample of body fluid, a personal code for anonymously identifying the sample and the person, and an electronic file telephonically created and accessed by the person taking the test and identified by the personal code. The electronic file contains the test results determined by analyzation. There is also a method of anonymously testing of a person's body fluid in private and the results to be anonymously received by the person without having to reveal his or her identification. The method comprises the steps of procuring a test kit for taking a sample of the body fluid. The test kit has a personal code associated therewith and equipment to take the sample. The person uses the equipment to obtain the sample and sends the sample with the personal code to a testing site.

Abstract: A method and automatic call distribution system 100 for routing incoming telephone calls 206 from external telephonic units 102 to selected ones of a plurality of agents A1001-A1007 wherein the agents A1001-A1007 are grouped into skill groups 110a-110n are provided. Each of the skill groups 110a-110n is comprised of agents having a common agent-skill indicator. An agent-skill indicator being representative of a skill of the agent. Further, the agents in a skill group are arranged by length of time the agent has been available. An incoming telephone call 206 is initially assigned a call-skill indicator representative of a skill deemed useful in satisfying a need of the external caller. The call-skill indicator is then matched to a common agent-skill indicator of one of the skill groups. The telephone call is routed to the available agent in the matched skill group having been available the longest time.

Abstract: The facility gives users of a telecommunications network access to services provided by agents. Call-directors receive the calls, groups of agents process them, and transit units serve as interfaces between the call-directors and the agents. First means select a transit unit for a call that has reached a call-director, as a function of a minimum cost obtained by comparing costs which are established for the various transit units. Second means select a processing group for a call that has reached a transit unit that was previously empty of calls, with selection being as a function of a minimum cost obtained by comparing costs established for the various processing roups. Third means select a transit unit for processing a call waiting in a transit unit as soon as an agent becomes available, as a function of a maximum cost obtained by comparing costs established for the various transit units.

Abstract: The invention provides an on-hold switching device that permits a subscriber to be engaged in other activities through a telephone network while being placed on-hold by another party. When placed on-hold, the on-hold switching device disconnects the subscriber from the other party and connects the subscriber to the telephone network so that the subscriber may engage in other activities. The on-hold switching device monitors the signal bus connected to the other party to determine whether the on-hold condition is removed. When the on-hold condition is removed, the subscriber is reconnected to the other party. Thus, the on-hold switching device permits a subscriber to be engaged in other activities when placed on-hold by the other party.

Abstract: A method of and system for processing calls from a first country having a first national language to a second country receives a request to complete a call from the first country and determines if the call cannot be completed as dialed. If the method determines that the call cannot be completed as dialed, the method forwards the call to an operator who can speak the first national language for assistance.

Abstract: A personal telephone call router adapted to execute on a personal computer (PC) connected to a local area network (LAN) wherein the LAN is also connected to a computerized telephony switching system has a graphic user interface allowing an individual user to route incoming calls from his/her PC by drag-and-drop techniques. In some embodiments the user may also customize routing rules for incoming calls. In preferred embodiments incoming calls are directed in the telephony switch to a virtual routing destination. In some cases each individual user is associated with a specific virtual destination, and in others data associated with each call is broadcast on the LAN to be filtered at each PC on the Lan running a personal router according to an embodiment of the invention.

Abstract: A telephony call center system has Data Network Telephony (DNT)-capable telephone apparatus at agent stations connected on a Local Area Network (LAN), a data router at the call center connected on the LAN with a data port connected to a data network capable of transmitting Data Network Telephony (DNT) calls, and a Computer Telephony Integration (CTI) Server connected by a CTI link to the data router. A bridge unit is connected to the same data network at a remote (network) location by a data network port, and to a Connection Oriented/Switched Telephony (COST) network by a second port. The bridge unit further includes conversion circuitry for converting data dynamically between DNT and COST telephone calls, and control routines adapted to receive a first call from one of the COST and DNT networks, to place a call associated with the received call on the network other than the network on which the call is received, and to dynamically convert data between the associated calls.

Abstract: In an outbound predictive dialing application, a fast, simple and economical system for entering brief call results in a computer database. Only one computer containing the database of telephone numbers and associated information is operatively connected to a known predictive dialer. There are standard analog telephones located at the telemarketing operator stations. Operators receive calls as in usual predictive dialing applications, and when the call is completed, press a key or keys on the telephone keypad which correspond to a certain user configured call result that is recorded in the computer database. After a number is connected to an operator once, the next time that telephone number comes up for dialing, the call result from the last time it was dialed is examined to see whether the number should be dialed again or skipped.

Abstract: Selection of a suitable call-center agent (106-108) to handle a call is based on which available suitable agent's handling of the call will tend to optimize call wait times. When a call needing a particular skill becomes available (200), all skills of agents in the agent queue (131-139) corresponding to the particular skill are determined (202, 204). The agent queues corresponding to the determined skills are checked (206) to determine which ones identify only one agent. For each available agent having the particular skill, the number of agent queues which identify this agent as their only agent is computed (208). The available agent having the lowest computed number is selected (210) to handle the call. This minimizes the number of skills that will be left without an available agent to handle subsequent calls, and thus tends to maximize the probability that a next call will also have a suitable agent already available and not have to wait for one to become available, thereby optimizing call wait times.

Abstract: A personal telephone all router adapted to execute on a personal computer (PC) connected to a local area network (LAN) wherein the LAN is also connected to a computerized telephony switching system has a user interface allowing an individual user to customize routing rules for incoming calls. The interface in a preferred embodiment is a window displayable on a computer screen of the PC, allowing the user to review and edit personal routing rules in a high-level language. Data, such as caller ID and the like, associated with incoming calls received at the computerized telephony switching system is broadcast on the LAN prior to routing the incoming calls, and the broadcast data is utilized by individual editions of the personal telephone call router to prepare and send routing instructions on the LAN to the computerized switching system to route the incoming calls.

Abstract: A method and a network are disclosed that automate monitoring of call centers for problem conditions. The problem conditions are detected based on defined parameters such that the cause of the problem condition is readily apparent from a triggered alarm condition. One method includes the steps of creating a management information base (MIB), defining a threshold for the condition to be stored in the MIB, selecting the external destination to notify, monitoring the condition by the CCMIS; and generating a trap message in response to violation of the condition. The system includes a user interface for defining the conditions to be monitored, an SNMP MIB consisting of three tables that describes the variables that may be queried by a network management system using the SNMP protocol, and an SNMP agent which implements the variables defined by the MIB, the ACD configuration, and the alarms defined via the user interface.

Abstract: A system for entertaining a caller placed in a queue of a call center is disclosed that allows the caller to access a plurality of entertainment options while on hold. The entertainment options permit the caller to (i) place a call to a third party while on hold; or (ii) access one or more premium entertainment services while on hold. A PBX/ACD receives the calls destined for the call center, and queues the calls when an appropriate attendant is not available. An IVRU prompts a caller for specific information and forwards the collected information to the PBX/ACD. The IVRU provides the caller with a menu of available entertainment options which can be accessed by the caller while the caller is on hold. The PBX/ACD establishes a connection between the caller and the selected entertainment service. The call is then transferred to an available attendant with any data that may be required to process the call.

Abstract: This invention relates to a key telephone apparatus which includes a key telephone main unit which accommodates a plurality of extension terminals each having a display via extensions and is connected to a network via an office line, and has an ACD function of forming a group of the plurality of extension terminals, and selectively distributing an incoming call received from the network to the plurality of extension terminals belonging to the group to receive the incoming call.

Abstract: Selection of a call-center agent (106-108) to handle a call is based on which available agent's handling of the call will tend to optimize call-center performance criteria such as efficiency (e.g., minimize per-call handling time) or derived benefit (e.g., maximize revenue). Each agent has a service profile for each type of call that they handle. A service profile (400-402) comprises present values of a plurality of service metrics, such as proficiency, profitability, customer satisfaction, and agent satisfaction. When a call of a particular type becomes available, the present values of the service metrics of the service profile (400-500) of that call type of each agent who is available to handle the call are combined (304) into a score according to one of a plurality of formulas which corresponds to that call type, and the agent with the best score is assigned (306) to the call.

Abstract: A call processor in a call center provides agents with enhanced ability to handle multiple types of communications in a consistent manner. Information related to communications received by the call processor are displayed to agents in the call center in queue lists. Agents can select calls for further processing from the information presented in the queue lists.

Abstract: Selection of a call for handling by a call-center agent (106-108) is based on which call's handling by the available agent will tend to optimize call-center performance criteria such as efficiency (e.g., minimize per-call handling time) or derived benefit (e.g., maximize revenue). Each agent has a service profile for each type of call that they handle. A service profile (400-402) comprises present values of a plurality of service metrics, such as proficiency, profitability, customer satisfaction, and agent satisfaction. When an agent becomes available, the present values of the service metrics of the service profile (500-502) of that agent for each type (e.g. skill) of available call handled by the agent are combined (610) into a score according to one of a plurality of formulas which corresponds to that call type, and a call of the type for which the agent has the best (e.g., either highest or just-sufficient) score is assigned (612) to the agent.

Abstract: A communication system includes a client controlled gateway enabling concurrent voice/data transmission in a distributed information network and a communication network between the client and a service representative of a host system provider. A computer and a modem couple the client to the gateway in the communication network over a single communication path. The computer includes a browser for searching the distributed network. The browser includes "plug-in" programs which interact with the data server in supporting voice calls between the client and the host system. The gateway functions as a shared voice data (SVD) server to couple the client to the data server after authentication of the client's identification (ID) and password. The gateway transfers data between the client and the data server over the distributed network in accordance with screens presented to the client by the host system.

Abstract: A method of managing overload of messages in communication systems comprising: classifying application processes according to use/non-use of messages and scales and types of overload and constructing a database based upon a result of classification; periodically checking message queues of said application processes to identify states of the message queues; and when the state of one of said message queues is an advanced overload state, analyzing a scale and type of relevant overload using said database and processing the overload analyzed.

Abstract: To interface a primary telephone terminal with a vast number of remote terminals through a telephone network, parties at the remote terminals are individually screened to attain a select group. Bridged together, the select group is preliminarily informed of the status of the interface by a voice generator and, accordingly, the multitude of connec- tions are synchronized for the interface. On cue, the select group is coupled to the primary telephone terminal for unilateral communications. Deviations from the unilateral communication include select bilateral communication for a few of the remote terminals and digital communication from the remote terminals by push button as for polling applications. Subjects for interfaces are programmed for selection from a memory.

Abstract: A system for estimating call waiting time for a call in a queue takes into account multiple queues wherein agents are shared between queues, abandoned call history, and virtual and priority queues. The system in a preferred embodiment is a computer-telephony integration (CTI) software application adapted to execute on a CTI processor, which may be coupled to switching equipment at network level in a connection-oriented, switched telephony (COST) network or to a switch at call-center level, or both.

Abstract: A client-server telephone call router system as part of a customer premises system has a client-server router adapted to execute on a telephony switch, such as a public branch exchange (PBX) or other telephony switch, or on a processor connected by CTI link to a telephony switch. The telephony switch or processor executing the router is connected to a local area network (LAN) that also interconnects computer workstations proximate to telephones connected to the telephony switch. Client user interface applications run on the computer workstations, allowing clients to edit routing rules for the router, which has a list of routing rules keyed to users and workstations of the customer premises system. The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation on the LAN his/her own routing rules, and transmit the edits to the client-server router where the rules will be followed to route calls for that user and protocol.

Abstract: A system and method for providing telemarketing services through a hypertext network that interconnects a telemarketing server system with a customer computer and an agent computer. The telemarketing server accepts a telemarketing request from the customer, and forwards the request to the agent if the agent is available, and to a queue if the agent is not available. When an agent receives a request, communications are either established between the customer and agent at once, or else scheduled for a later time. Telemarketing functions are implemented separately from media transport functions through a hypertext network such that the need for geographic centralization of telemarketing agents is eliminated.

Abstract: A system for providing automatic call distribution and training is provided. This system includes agents capable of answering incoming telephone calls. In the preferred embodiment, a queue handler processes the incoming telephone calls to an automatic call distribution system. A monitoring means, such as a server, is used to monitor the queue. It can also monitor agent activities. A contacting means, such as a computer, is used for connecting the agents to the incoming calls. The contacting means also provides training to the agent. Thus, the agents are automatically provided with training based on the queue activity.

Abstract: The call handling system incorporating the invention is directed at: queuing a call when no agent is available to service the call; giving the caller an option to monitor (but not participate in) other caller conversations with similar queries, or to listen to recorded calls involving similar queries; querying a database using collected initial information as a search key(s) to retrieve a similar call currently being serviced or a recorded call; and connecting the caller to a communication channel to allow the monitoring of a call while not losing place in the queue for a next available agent. In a further embodiment of the invention, the caller is given a further option to enter a "chat room" where callers having like problems can converse until an agent becomes available.

Abstract: An emergency call load handling system in a call network has an interactive voice response (IVR) unit associated with a switching apparatus to which calls may be diverted in special conditions, such as during emergencies or disasters when calls to certain destinations may suddenly increase dramatically. Calls are diverted depending on call destination and/or pre-programmed triggers, such as a call load threshold experienced by the switching apparatus or for a specific destination. The IVR unit in some cases negotiates with callers for priority to further route calls, and may play pre-recorded messages. Low priority calls are typically disposed of to for fire stations, hospitals, government emergency handling centers and the like. In some cases rules may be amended in real time by use of data network connections between call centers and the SCPs involved.

Abstract: A system for routing telephone calls to operator consoles based on the type of call so that an appropriate operator can handle the call. The system comprises an Automated Call Distributor (ACD), adjunct processor nodes, and a call routing distribution system. The ACD receives calls, offers the calls to an adjunct processor node, receives instructions on routing the calls from the adjunct processor node, and routes the calls based on the received instructions. The ACD has links through which the calls are offered and the instructions on call routing are received. Each adjunct processor node is connected to the ACD through the links.

Abstract: In automated call distribution (ACD) from a telephony server to agent stations, there are concerns with urgency to answer phone calls, not placing callers on hold, and allowing agents to move about to perform other, non-phone tasks. These concerns are met by a ringing technique based on rules which take into account system states which depend on whether agents are busy and whether there are calls waiting, and events such as incoming calls arriving, calls being answered, calls being terminated, and calls being abandoned. The technique is particularly suited for use in retail operations such as fast food delivery, for example.

Abstract: In a skills-based ACD, an available agent is reserved and assigned to handle calls needing a "rare" skill of the agent and is prevented from handling calls needing a "common" skill of the agent even if calls needing the common skill are waiting to be handled, if not reserving the agent for the calls needing the rare skill would deprive those calls of the last available agent, even if no calls needing the rare skill are available for handling. The agent is reserved only if target performance criteria, such as average speed of answer, for handling the calls needing the common skill are being met. In case of more than one agent being available to handle calls that need the rare skills, one of these agents is selected and reserved and the other agents are freed to serve calls needing "common" skills.

Abstract: The capability of communications systems is improved in completing call requests. Using automatic methods, people with appropriate communications devices are made available to receive calls under terms that protect the people's availability to do other work. An increase in the level of calls may be accommodated by automatically augmenting forces presently engaged in handling calls with a person from an adjunct work group who is normally engaged in tasks other than handling calls. When sufficient numbers of people in adjunct groups are available, no dedicated call-handling force is required. The regular work of people in these adjunct groups is interrupted to begin a period of handling calls under predetermined terms and conditions. Calls are then received until other terms and conditions for ending the period are satisfied. A preferential right to receive calls after the first call during the period of receiving calls may be specified.

Abstract: A teleconferencing system for voice and data provides interconnections among user sites via a central station. User stations at user sites each alternate operation between a data mode connecting a user computer and modem to a user telephone communication path and a voice mode connecting a telephony circuit to the communication path. The teleconferencing system is adapted for conducting a voice conference over standard telephone lines while allowing simultaneous viewing of data objects such as slides, graphs, or text. A host computer connected to the central station serves as a central repository for storage and retrieval of data objects for use in teleconferences.

Abstract: A method and apparatus for providing a voice path between a customer call connection received from a public switched telephone network at a switch of an automatic call distributor and an agent of the automatic call distributor at a remote location from the automatic call distributor and also a data connection between a terminal of the agent and a host of the automatic call distributor. The method includes the steps of setting up a dedicated telephone connection through the public switched telephone network between the automatic call distributor and agent at the remote location and establishing a voice internet protocol communication link between the automatic call distributor and agent through the dedicated connection for exchange of voice information between the customer and agent. The method further includes the step of establishing a data link between a database application of the host and a database application of the terminal of the agent through the dedicated connection.

Abstract: A system of the present invention selects agent destinations and monitors calls made from a caller through an intelligent call processing network to a network customer. A plurality of home agents, such as part of a telemarketing system, are located at respective home premises and receive routed calls. A customer routing point responds to call queries transmitted from the intelligent call processing network and routes the call to the desired home agent. A management information server is connected in communication to the customer routing point for storing call routing and agent call-handling information. At least one agent manager is connected in communication to at least one of the home agents for monitoring the home agent and maintaining agent availability, routing configurations and statistical information concerning log-in and usage. Each agent manager is interconnected with the customer routing point for transmitting agent availability and routing configurations to the customer routing point.

Abstract: In a skills-based ACD, an agent is selected to handle a call based on which available agent's handling of the call will produce the least deviation from the agent's target performance criteria, and a call is selected for handling by an agent based on which available call's handling will produce the least deviation from the agent's target performance criteria. Illustrative target performance criteria include target per-agent per-skill skill work time to staff time ratios. Moreover, the selected call is left waiting and the selected agent is left idle if handling of the call by the agent would increase deviation from the agent's target performance criteria. This serves to equalize the levels of service given to small skills (those staffed with few agents) and large skills (those staffed with many agents).

Abstract: A method, which may be carried through a computer and its modem or through voice contact, is used to minimize the telephone time necessary to establish direct voice contact with the computer technician or other service provider and to provide information to the technician about the computer system and program. When contact is made with the information provider, the caller indicates whether this is a reconnect or a new contact by supplying or not supplying a priority code. The caller is placed on a queue based on its priority code or if no priority code at the end of the appropriate queue. An indication of the current wait time for the particular product or problem taking into account not only the open lines currently in the queue, but other callers who will be calling back at an appropriate time is supplied the caller.

Abstract: An agent station at a telephony call center has a telephone and a computer platform with a sound card. The telephone has a speaker line connected to at least a microphone input at the sound card. In some instances the speaker line is connected to both the microphone and speaker ports of the sound card. Agent stations in the call center are interconnected on a LAN such that a supervisor at one station may monitor telephone conversations at another station having the connected telephone and sound card. In some instances a file-sharing application is used, allowing a supervisor to view a screen at the agent station as well as to monitor and participate in telephone conversations. The system provides a complete monitoring a service-observing capability in the call center.

Abstract: A portable apparatus and method of providing a communication interface between a local agent and an automatic call distributor at a remote location through a first and second path of the public switched telephone network. The apparatus includes a portable enclosure and a voice tranceiver disposed within the portable enclosure and coupled to the first path of the public switched telephone network. The apparatus further includes a data transceiver disposed within the portable enclosure and coupled to the second path of the public switched telephone network.

Abstract: A system for determining the performance of a user responding to a call includes a processor, a memory, and an interface. The system presents stored audible and textual information to a user to simulate a call, and generates scores to determine the performance of the user in responding to the calls.

Abstract: A telephonic switching system 100 including a telephonic switch 102 services telephone calls received from telephonic units 104 through a telephonic network 106. The telephone calls are received at input ports 107 and placed in virtual memory spaces 118 by the telephonic switch 102. There is one virtual memory space 118 for each input port 107, or voice channel, in the telephonic switch 102 such that all telephone calls received by the switch 102 are placed in a different virtual memory space. Virtual agents 119 service the telephone calls in the virtual memory spaces 118. Each virtual agent 119 is associated with one of the virtual memory spaces 118. The virtual agents 119 may connect the telephone calls to any of a number of resources. Exemplary resources include a voice response unit 108, local agent units 110 and/or remote agent units 112.

Abstract: A device for upgrading a reporting system (12) associated with an automatic call distributor (10) in a telephone system having a first utility program for saving a plurality of custom reports to a temporary directory, an upgrade of the reporting system (12), and a second utility program which imports the custom reports from the temporary directory into the upgrade of the reporting system (12).

Abstract: An anonymous testing system for taking a sample of body fluid to be tested, the sample is acquired in private and sent for analyzation to obtain results. The system comprises a test kit for creating a sample of body fluid, a personal code for anonymously identifying the sample and the person, and an electronic file telephonically created and accessed by the person taking the test and identified by the personal code. The electronic file contains the test result determined by analyzation. There is also a method of anonymously testing of a person's body fluid in private and the results to be anonymously received by the person without having to reveal his or her identification. The method comprises the steps of procuring a test kit for taking a sample of the body fluid. The test kit has a personal code associated therewith and equipment to take the sample. The person uses the equipment to obtain the sample and sends the sample with the personal code to a testing site.

Abstract: An anonymous testing system for taking a sample of body fluid to be tested, the sample is acquired in private and sent for analyzation to obtain results. The system comprises a test kit for creating a sample of body fluid, a personal code for anonymously identifying the sample and the person, and an electronic file telephonically created and accessed by the person taking the test and identified by the personal code. The electronic file contains the test results determined by analyzation. There is also a method of anonymously testing of a person's body fluid in private and the results to be anonymously received by the person without having to reveal his or her identification. The method comprises the steps of procuring a test kit for taking a sample of the body fluid. The test kit has a personal code associated therewith and equipment to take the sample. The person uses the equipment to obtain the sample and sends the sample with the personal code to a testing site.

Abstract: A system for entertaining a caller placed in a queue of a call center is disclosed that allows the caller to access a plurality of entertainment options while on hold. The entertainment options permit the caller to (i) place a call to a third party while on hold; or (ii) access one or more premium entertainment services while on hold. A PBX/ACD receives the calls destined for the call center, and queues the calls when an appropriate attendant is not available. An IVRU prompts a caller for specific information and forwards the collected information to the PBX/ACD. The IVRU provides the caller with a menu of available entertainment options which can be accessed by the caller while the caller is on hold. The PBX/ACD establishes a connection between the caller and the selected entertainment service. The call is then transferred to an available attendant with any data that may be required to process the call.

Abstract: A method and system for regulating the flow of calls in a communications network. At least one calling area is assigned to each call response center of each service provider. Call regulating functionality is provided in communication with each call response center of each service provider and includes a set of parameters assigned to each calling area served by the call response center as well as a corresponding call regulating algorithm for the assigned calling areas. The call regulating functionality is operative to detect a call from a calling party to a service provider, determine the assigned calling area of the calling party for that service provider, determine the call response center and determine the current values of the assigned parameters for the calling areas assigned to the call response center.

Abstract: A telephone call distribution system for determining destination for an incoming telephone call in a telephony network including a service control point (SCP) operates with a plurality of workstations each comprising a telephone coupled to the telephony network and a proximate computer station having a video display unit (PC/VDU), the PC/VDU connected to the SCP via a wide area network (WAN), and a personal router associated with each PC/VDU. The SCP broadcasts data pertaining to the incoming telephone call and a request for a destination to individual ones of the PC/VDUs via the WAN, and the personal routers negotiate a destination based on individual routing rules and the data pertaining to the call. At least one of the individual routers responds to the SCP with a destination for the call. In some instances the workstations are associated with a call center, and the call center may be CTI-enhanced.

Abstract: A system and method of answering incoming calls are disclosed in which, if the resource (18)(19) desired by the caller is not then available, a robot controller (14) will inform the caller when a call back to the caller can be made. The callback time can be suggested by the robot controller (14) or the caller can request a specific callback time. The robot controller (14) ascertains and verifies the caller's call back identity and stores the number of the identity in a callback queue (11) along with such other pertinent information as the callback time, the caller's name and the required resource. At the appropriate time, the robot controller (14) removes the information from the callback queue (11), places the call and connects the desired resource (18)(19).