Abstract: A system and method for blending tasks received from a plurality of media switches. The method comprises receiving a plurality of task data indicating a plurality of tasks and a plurality of agent data indicating a plurality of agents. The task data and the agent data are stored in a database system. Tasks are assigned to the agents according to workflows. The system comprises a blending engine coupled to a plurality of media switches and a plurality of agent workstations coupled to the blending engine. The blending engine receives a plurality of task data from the media switches. The agent workstations provide a plurality of agent data to the blending engine. The blending engine provides a plurality of task assignments to the agent workstations according to workflows.

Abstract: A method of executing a transaction task within a transaction processing system includes, responsive to an event, the steps of identifying a workflow associated with the event. A transaction task, that at least partially executes the workflow, is distributed to an available thread within a pool threads operating within a multiprocessor system, that may be a Symmetrical Multiprocessor (SMP) system.

Abstract: A method of accumulating and summarizing a number of customer interaction records pertaining to a specific customer records system (e.g., an ACD) over a predetermined time period commences with the receipt of interaction record including interaction information describing customer interaction. For example, the interaction information could indicate the hold time for a particular call received at the ACD. A cumulative record to which the interaction record contributes is then identified, and the cumulative record is then automatically updated to reflect predetermined interaction information contained within the interaction record. For example, a cumulative log of hold times for the particular ACD over a predetermined time interval may be updated with hold time information included within the interaction record.

Abstract: A method and apparatus for extensible real-time workflows are described. The present invention allows a user of a transaction processing system, such as a customer relationship management (CRM) tool or an automatic call distribution (ACD), for example, to easily add new event sources without recompiling the core workflow server engine of the transaction processing system. The invention also supports features such as the adding of new services, the exchange of events and parameters with other systems, real-time collection and display of workflow statistical information, the use of a centralized configuration database, incremental loading and unloading of workflows and rules, and exception handling.

Abstract: Apparatus includes a communications processor to receive and route communications from a plurality of communications mediums. A plurality of program generators is coupled to the communications processor. The plurality of program generators is further automatically to generate a plurality of media-specific control programs corresponding to each of a plurality of communication mediums in accordance with a media-independent portion of a source communications control file.

Abstract: A method includes receiving an inbound call from a caller to a device. A plurality of outbound calls are initiated from the single device based on information received from the inbound call.

Abstract: A Call Management System provides for management of calls directly by system users at their workstation computers via a digital data network such as a digital networks not controlled via the user's telephone instruments as in prior systems. A call management computer intercepts incoming calls and controls the handling of such calls according to instructions received from the users' workstations, which are accessed via the digital data network. Trunk circuits are monitored and controlled using digital signal processors to proactively identify the called party, the calling party and the call type (voice, Fax, data) and control and to monitor all calls. Each different type of call is managed differently and automatically through direct user workstation controls and/or user-generated rules to provide special treatment for designated callers. Multiple calls to user at the same time may be handled with no busy signals to callers. Only one number is needed for a user to receive voice Fax and data calls.

Abstract: A method to determine transaction distribution among a plurality of transaction processing systems may include calculating estimated handling resources for each of the plurality of transaction processing systems based upon measured actual handling resources and identified scheduled handling resources. Transaction allocations may be determined for each of the transaction processing systems based upon the estimated handling resources.

Abstract: A method and apparatus is provided for facilitating the exchange of user profile information between an information provider and an application system. The invention allows a user to create and edit user profile information stored by an information provider. The information provider stores the information and provides a mechanism for providing the user profile information, or portions thereof, to various application systems. When a user initiates a registration or similar process with an application system, the present invention facilitates the exchange of information between the application system and the information provider to streamline the registration process.

Abstract: A method including making a plurality of outbound calls to a plurality of called parties from a single device and detecting each called party that answers the call is described.

Abstract: According to the invention, systems, and methods are disclosed for testing of a first program is provided. First, an input file containing a location of a first program, identifiers of other programs to be invoked by the first program, and arguments to be passed to the other programs is read. Next, the first program is executed including invoking the other programs and passing to those programs the arguments specified. Finally, log files are generated based on results of execution of the first program and the other programs.

Abstract: A system comprising an analysis engine that interacts with a user profile server and a content management system. The user profile server is used to collect and manage data. The content management system manages a plurality of content types for a plurality of service points in real-time. A service point supports a content type.

Abstract: A method of maintaining a hierarchy of application objects commences with the automatic detection of the exit of a process of a child application object in an unexpected manner. Responsive to the detected exit, a grandchild application object, launched by the child application object, is automatically terminated. An attempt is then made to restart the child application object. The outcome of the restart of the child application object is reported to a parent application object that launched the child application object.

Abstract: A system is provided for establishing a connection between a telephone agent and a computer user. A request is received from the user requesting a return call by an agent. The request is received through a web server and includes an identifier associated with the web page is transmitted to an agent that will contact the user. This allows the agent to view the web page that was being viewed by the user when the request was entered. A telephone connection is then established between the user and the agent. An agent can be selected based on the content of the web page being viewed by the user at the time the request for agent contact is entered. Additionally, for an incoming call, a web page can be generated that contains information about the incoming call. An identifier associated with the generated web page is transmitted to an agent that will answer the call. The agent then accesses the web page using the received identifier.

Abstract: A method and apparatus are described for dynamic localization of electronic documents. A user sends a request for a computer system resource from a client computer system (client) via a client application such as Web browser (browser). The request specifies a locale-neutral location identifier, such as a locale-neutral uniform resource locator (URL). The locale-neutral location identifier is sent to a server (server). Server retrieves the locale-neutral contents from the location specified by the location identifier, and delivers the locale-neutral contents to client. Client retrieves locale settings based on a selected locale. A localization function builds localized contents by applying the locale settings to the locale-neutral contents.

Abstract: A method and apparatus for performing customer service request allocations based upon real-time data and forecast data, calculates estimated handling resources for each of the transaction processing systems based upon actual handling resources and scheduled handling resources. Customer service transaction workloads are forecasted for the handling resources for each of the transaction processing systems. Then, customer service request allocations are determined using estimated handling resources and the forecasted customer service transaction workload.

Abstract: Methods and apparatus for generating media-specific scripts for a plurality of multimedia communications systems are described. A method includes the step of receiving a transaction routing script. A media-specific script is generated for a plurality of communications media in accordance with the transaction routing script. An apparatus includes a transaction processor for receiving and routing communications from a plurality of communications mediums. A script generator generates a plurality of scripts specific to selected communications mediums in accordance with a media-independent portion of a pre-determined transaction routing script. In one embodiment, the pre-determined transaction routing script includes at least one prompt, at least one selectable option and a routing destination for each selectable option. In various embodiments, a media-specific script may correspond to electronic mail, touch tone telephone, or interactive voice response telephone communications medium.

Abstract: A method and apparatus for routing a transaction. Initially, a resource is identified which is capable of servicing a transaction based upon resource data indicative of the capabilities of resources associated with a transactional processing system and a transaction request indicative of a request associated with the transaction. Upon identifying the resource capable of servicing the transaction, the transaction is supplied to the identified resource.

Abstract: A network transfer system for transferring a voice call and data between two or more call centers linked by independent voice and data networks is disclosed. The system effects the transfer of the voice call over the voice network without requiring additional information to be transferred with the call. A network transfer module receives a request from the sending call center and directs the sending call center to connect the call to a specific address in a receiving call center. The network transfer module transfers the data to the call receptor in the receiving call center where it is associated with the address to which the call has been directed. The call receptor at the receiving call center assigns a time acceptance window to each call being sent so that data association with wrong numbers is minimized and the capability for queuing multiple calls at a singe address is established.

Abstract: A Call Management System provides for management of calls directly by system users at their workstation computers via a digital data network such as a digital networks not controlled via the user's telephone instruments as in prior systems. A call management computer intercepts incoming calls and controls the handling of such calls according to instructions received from the users' workstations, which are accessed via the digital data network. Trunk circuits are monitored and controlled using digital signal processors to proactively identify the called party, the calling party and the call type (voice, Fax, data) and control and to monitor all calls. Each different type of call is managed differently and automatically through direct user workstation controls and/or user-generated rules to provide special treatment for designated callers. Multiple calls to user at the same time may be handled with no busy signals to callers. Only one number is needed for a user to receive voice Fax and data calls.