Abstract: A radio frequency (RF) antenna supporting and holding device. The antenna supporting and holding device is a molded dielectric substrate which may be used to hold, support, and position upper and lower RF antennas prior to attachment of the upper and lower RF antennas to underlying circuitry, such as a printed circuit board (PCB). The antenna supporting and holding device includes molded features for attachment to the PCB. After attachment of the upper and lower RF antennas to the antenna supporting and holding device, the device may be connected to the PCB independent of the attachment of the leads of the upper and lower RF antennas to the PCB. Thus, the antenna supporting and holding device allows the upper and lower RF antennas to be accurately positioned on the PCB prior to soldering the leads of the RF antennas to corresponding connection points on the PCB.

Abstract: The automated customer service system maintains and uses a list of available resources, such as an agent qualification profile, in conjunction with a customer sensitivity profile, to automatically assign available resources, such as agents, to the various campaigns. The agent qualification profile identifies any special skills or qualifications that an agent may possess, such as language skills, type of voice, efficiency, and type of call processing skills. The customer sensitivity profile contains information regarding the manner, time and date, and location for contact which are preferred by the customer. The system administrator devises a strategy script based upon the customer sensitivity requirements and the agent qualifications. The strategy script determines which resources, such as agents, meet which requirements, and whether there are adequate resources to handle the requirements of concurrent campaigns.