Abstract: The system and method provides an automatic telephone call back in response to a request for assistance made at a remote data terminal by an inquiring party. The inquiring party provides information at the data terminal, the information is transferred over a data path, such as the PSTN, the Internet, or any other WAN or LAN or combination thereof, to the automated telephone call back system. A data path interface at the automated back system provides an interface or gateway between the data path and an automated dialer system. The automated dialer system retrieves telephone numbers provided by the inquiring parties, schedules the call backs, and automatically dials the telephone numbers using a predictive dialer. If a connection is made, the dialer will automatically connect the called party to an available agent, and any additional information about the called party, if available, will be transmitted to the agent's terminal by the call back manager.

Abstract: A system and method for providing an access code to an interested party who is engaging in communications with a call center agent over a communications line and directing the interested party to at least one source of information provided over a computer network. The interested party may make an inquiry or otherwise contact a call center via a telephone call or by inquiring over the internet. A web server or other system may itself determine that an interested party is in need of information or direction. Various embodiments of the invention envision that the source of information includes at least one web page, an on-line electronic chat session over the computer network, or automated navigation of a web site.

Abstract: An improved call center architecture includes a switch which communicates with agents either over a broadband network or through a conventional legacy PBX. The hybrid configuration also includes N+1 fault tolerance and the ability to linearly expand the capacity of the system by simply adding new switching chassis.

Abstract: A system and method for providing audio communication over a computer network between sending and destination devices using differing communication formats is provided. The system identifies the format of the incoming digital encoded audio data signal, identifies the destination device format of the signal, and converts the data to a second digital encoded audio data signal which is compatible with the format utilized by the destination device.

Abstract: The invention determines when an Internet browsing customer should be provided assistance by monitoring factors such as the customer profile saved at the server or in cookies, the time a customer spends on particular web pages, errors in forms submitted by the customer, web pages repeatedly viewed by a customer, and statistically established abandon points. When the invention determines a customer should be provided assistance, the invention reviews the availability and probability of availability of the customer service representatives (CSRs). If a CSR is available or predicted to be available, the customer is presented with a HELP option. If the customer does not respond to the HELP option within a predetermined time, the HELP option is removed. By dynamically determining the appropriate time to provide a HELP option and only providing the HELP option when a CSR is available, the invention proactively provides meaningful service at the critical time.

Abstract: A dynamic paging system and method, especially adapted for use in a computer telephony system wherein the dynamic paging system includes a condition monitor adapted to monitor conditions of a computer telephony system and, upon the occurrence of one or more pre-defined conditions, to trigger the placement of a pager telephone call by a pager telephone call processor that generates and sends a pager telephone call. The system also includes a pager graphical user interface (P-GUI) which is configured to facilitate the changing or modification of a pager telephone number to be dialed by a person with little or no computer programming expertise.

Abstract: A system and method of providing interactive data exchange between a plurality of outside parties utilizing a plurality of telephone apparatus, a voice response unit, at least one operator terminal, and at least one database regardless of the configuration of the voice response unit to a voice path switch. The system includes a voice response unit interface, for receiving and storing data acquired by the voice response unit. The data includes an automatic number identifier for each call. When calls are to be transferred to an operator terminal, the call is inserted into a queue that is monitored by a data controller. The data controller identifies each call by its ANI and searches the voice response unit interface to retrieve data stored therein, which is associated with the call. The data is then provided to an operator terminal for an operator assigned to handle the call.

Abstract: Methods and apparatus for enabling collaboration with web pages and other resources is described. A method includes the step of establishing a collaboration session between a first client and a second client. A requested resource is cached with the session host in response to a request having a first uniform resource locator (URL) issued by the first client, if the requested resource is a pre-determined type of resource. A second URL is provided to the second client. The second URL identifies the requested resource or the cached resource in accordance with whether the requested resource is cached. Apparatus for enabling collaboration includes a web server, a cache, and a filter. The web server provides a requested web page in response to a first client's request. The filter stores the requested web page in the cache, if the requested web page is a pre-determined type of web page. A number of pre-determined characteristics for caching are described in various embodiments of the methods and apparatus.