Abstract: A multimedia data distribution system comprises a distribution system adapted to distribute and deliver Asynchronous Transfer Mode signals to the level of an individual home network bus, a micro-PBX connected to the distribution system and to the home network bus; and a converter connected to the home network bus and having an outlet adapted for connecting to conventional single media and multimedia electronic devices, such as telephones, personal computers, fax machines, television sets, and the like. The micro-PBX is adapted to translate between the public network data protocol and a Local Area data protocol on the home network bus, and to manage the home network bus as a Carrier Sense Multiple Access/Collision Detect (CSMA/CD) type bus, and the converter is adapted to convert signals on the home network bus to a form required by one of the single media and multimedia electronic devices.

Abstract: In a multimedia call center (MMCC) supporting multiple channels and forms of communication and storing call center transactions in a data repository, a threading software application has a programming input for a user to enter association criteria, an access function that accesses at least stored data in the data repository, a search function that searches accessed data for association criteria, and notes those data entities that meet the association criteria; and a display function that display at least indicators of data entities meeting the association criteria. The threading application serves as a research toll for mining data repositories of the call center for information pertinent to business goals of the enterprise hosting the call center. IN some embodiments the application is capable of associating transactions occurring real time as well as stored data.

Abstract: A network server is adapted to connect on the network with Internet appliances, and to fully configure such appliances over a network connection to access and operate on the Internet. In a preferred embodiment the appliances have first control routines adapted to cooperate with second routines at the server, and also a network address for connection. An initiation signal by a user at a network-connected appliance launches the first routines, causing the appliance to invoke the network address and to establish network communication with the server and to initiate configuration interaction. In some cases special telephone numbers are provided with new appliances, and the dial-up server, through Destination Number Information Service (DNIS) uses the dial-up number in conjunction with a data repository to select appropriate software for interfacing with and configuring a connecting appliance. A full range of services may be provided, including value-added services, such a browsers and browser configuration.

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 programmable diverse interaction code module (DIM) in an enterprise-hosted multimedia call center (MMCC) for facilitates and monitors diverse interactions between parties communicating through the MMCC, and includes a database interface for access to an MMCC data repository; and an association facility for associating parties to transactions with agents and projects. The association facility assigns association identifiers to parties according to defined projects and issues, and the database interface stores transactions in the data repository. Parties to transactions include customers and business associates remote from the MMCC and agents and knowledge workers local to the MMCC, and transactions are supported in any combination between any parties. The database interface stores transactions on threaded strings, the threading associated by one or more of project, issue, and chronology, and the DIM is programmable to apply to a single enterprise project.

Abstract: A head-to-handle interface for a striking tool having a plane of symmetry has a web in the plane of symmetry and sidewalls around the periphery of the web except for the direction of joining the handle to the head, the web and sidewalls forming socket areas on both sides of the web, such that a handle shaped to engage the sockets is joined to the head in a manner that bending stresses are greatly alleviated at and near the head-to-handle interface. In one embodiment a variable weight system provides for a user varying the weight of the head of a striking tool. In another aspect, a nail-pulling slot is provided with significantly tapered inner walls.

Abstract: A customer-maintained routing system for providing routing to a network provider for incoming calls from clients to the customer comprises a processor having a data link adapted for connection to a customer access point provided by the network provider, a router adapted to execute on the processor and to provide routing to the network via the customer access point, and a metadata-based information system maintained in RAM accessible to the processor and containing condensed client characteristics. Upon receiving a request from the network including a call identifier, the router accesses the database using the identifier as a key, retrieves client characteristics from the information system, and provides a destination for the call to the network based on the retrieved client characteristics. In some embodiments the processor is linked to plural customer sites by a wide area data network.

Abstract: A telephony call center system comprises an Internet connection adapted for receiving data from a WEB server, the data originating from the computer platform of a person browsing the Internet, including data identifying the browsing person, such as a telephone number, and indicating to the WEB server a desire of the browsing person to communicate with an agent at the call center. The communication desired may be (a) a request for an agent at the call center to receive a telephone call from a browsing person, or (b) a request for a call to be placed to the browsing person from the call center. In both (a) and (b) the practical result is a telephone conference between the browsing person and an agent at the call center. In the first instance (a), in response to the data from the WEB server to the call center, the call center provides to the WEB server, for transfer to the browsing person via the Internet, a telephone number of a routing point at the call center.

Abstract: Processing of substrates in a CVD reactor system wherein tungsten silicide is deposited is accomplished with preflow and postflow of reducing gases before and after deposition steps to ensure that tungsten-rich film is not deposited at the interface of the tungsten silicide film to the substrates or on the tungsten silicide film at the end of deposition processing. For systems having a remote gas injection and flow control system connected by a gas supply manifold to a CVD reactor chamber, an isolation valve is provided in the gas supply manifold, and the valve is held closed during at least a portion of time between deposition sequences.

Abstract: A system for routing electronic mails to one of a plurality of support persons in a processing center is disclosed. Each person has a skill set that is suitable for responding to a certain type of e-mails. The system comprises an e-mail server for receiving the e-mail from a sender, an information extractor for extracting relevant information from the e-mail, and a router for routing the e-mail. The system contains a database for storing information related to all persons who can answer e-mails. The system also contains a server for storing the history of all activities in the system. The router can make routing decisions and perform load-balancing and alert functions based on the information stored in the database and the server.

Abstract: A water-wiping blade for wiping water from surfaces having projecting regions from the surface is based on a flexible panel having an upper and a lower long edge, with a handle interface along the upper long edge, and a lip formed along the lower long edge, the lip ending in a sharp line at the end away from the flexible panel. In a preferred embodiment a handle is attached by the handle interface along the upper long edge. By rotating the flexible panel around the handle length and urging the panel into a surface, the lip can be caused to wrap around regions projecting from the surface with the sharp line of the lip in contact with the surface. Translating the panel then is effective in wiping standing water from the surface even in the presence of such surface deformities, such as rivet heads and the like. In some embodiments handle extensions may be used to allow positioning the flexible panel in hard-to-reach places.

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 telephone switching and routing system has a first switching apparatus for receiving incoming calls, a first processor connected to the first switching apparatus, and a plurality of destination sites each connected to the first switching apparatus by a telephony trunk, each destination site including a destination processor coupled to the first processor by a communication link separate from the telephony trunk. The first processor connected to the first switching apparatus maintains a list of incoming calls received at the first switching apparatus as a virtual queue, wherein individual ones of the destination processors at the destination sites monitor local agent status and skill sets, and request switching of calls from the published lists as agents become available to handle new calls, and the first processor in response to requests from the destination processors controls the first switching apparatus to switch calls to the requesting destination sites.

Abstract: A call center is adapted to select calls on a preprogrammed basis for possible participation in a survey. Selected calls are transferred to an interrogation point, which may be by Interactive Voice Response, where the callers are asked if they will participate. For those callers who do not wish to participate, the calls are routed by normal routing rules. For those callers who do wish to participate, the calls are transferred according to survey routing rules, and after transaction with an agent, to a survey point where the survey is conducted. In one embodiment callers who indicate a willingness to participate, but hang up before being transferred to a survey point, are automatically called back, and then, if willing, transferred to the survey point.

Abstract: A customer-interaction network operating system for managing interactions in a multimedia communication center has an external media layer for managing media contact between customers and the communication center, a workflow layer for processing customer interactions and routing events to enterprise agents and knowledge workers; and an internal media layer for managing media contact with the agents and knowledge workers. The workflow layer captures each transaction, prepares a text version of at least a portion of each non-text transaction, and extracts knowledge from the text transaction or text version of a non-text transaction to be stored in a knowledge base for later use in routing and other management functions. All transactions, text versions, and extracted knowledge is related in storage for future analysis and use.

Abstract: Telephone call routing in networks is provided by forwarding routing data other than origination identification and destination identification in-band with calls, and using the in-band data at call destinations to do further routing. In some embodiments negotiation is accomplished between routers at different points in the network based on the in-band routing data. Practice of the invention extends to intelligent telephony networks and as well to simulated telephone calls between computers in wide area data networks, such as the Internet and Intranets.

Abstract: A telephony system having a router for telephony calls has a plurality of selectable routing protocols and a system monitoring facility adapted for periodically determining the condition and performance of the system. Routing protocols are selected according to one or both of system condition and performance. In a system subject to degradation of performance under certain conditions, routing protocols may be selected that are relatively immune to causes of degradation in performance. As performance degrades, escalatory selection of more simple routing protocols may be provided.

Abstract: A cleaning apparatus for computer pointer devices having a standard ball contacting input rollers has an abradant ball mounted to a rotary shaft in a manner that the abradant ball may be brought into contact with rollers of the pointer device with the standard ball removed, the position of the abradant ball such that rotating the shaft will rotate the abradant ball in a manner that the abradant ball will both abrade and turn the rollers. The cleaning apparatus may be a hand-held device, built into a free-standing housing, or into a housing as a part of another computer housing, such as a computer or display. In some cases there is a variable speed drive with user settable speed, and in some cases there is a vacuuming system for removing abraded matter from a pointer device while cleaning takes place.

Abstract: A pager-enhanced keyboard connected to a subscriber's computer has a pager portion and a keyboard portion. An enhanced server connected to the Internet and adapted to collect e-mail and attachments for clients is also adapted to match incoming e-mail with a subscriber list, and to dial up a paging service and cause a page to sent to the pager portion of the keyboard at the subscriber's computer. Upon receipt of a pager message the subscriber's computer as a result of the message received initiates action ranging from lighting and blinking an LED at the keyboard to directing the computer to download and process e-mail messages and attachments, and to send downloaded information by facsimile and/or e-mail attachment to another location.