Abstract: A channel and agent state control system and method is used in a contact center having a plurality of multi-media contact channels and a plurality of agents for handling communications over the contact channels. The agents are allocated to one or more contact channel tasks corresponding to the contact channels. The system and method reallocates the agents between the contact channels based upon real-time contact channel state data and the agent states. The system and method can be configured by a user to determine when reallocation is needed within a contact channel and to determine how the agents are reallocated.

Abstract: The present invention includes a system and method of HTML transaction logging in a Web based HTTP protocol contact center. The system includes a central processing unit operatively connected to a server having a filter portion and a servlet container. A storage facility is operatively connected to the filter portion of the server. The filter portion has a plurality of filters operatively connected in series or chainable, wherein the filters are configured such that each filter is processed in the order of the configuration. The agent, via the central processing unit, requests logging of a particular HTML transaction. The server receives the request and communicates it to the servlet container. The servlet container creates a response to the request, unique logging tokens and objects and associates them with the request and the response. The plurality of filters parse the request and the response for the unique logging tokens and objects to determine if the HTML transaction is to be logged.

Abstract: A method and system of processing communications within a communication center is described. The exemplary method receives a communication and determines attributes of the communication necessary for processing the communication. The exemplary method determines a service level of a first queue. When the service level is within range, the method routes the communication using a default set of routing rules. When the service levels are out of range, the method modifies the routing rules and routes the communication using the modified set of routing rules. The method also re-routes pending communications in the queues using the modified set of routing rules.

Abstract: A system and method for providing communications between a communication center and a user are disclosed. The exemplary method transmits identification information of the user from a communication device of the user to the communication center. The communication center identifies a transaction record associated with the user and transmits the user's transaction record to the user. The communication center also transmits current status information for a plurality of queues to the user. The transaction record of the user and the current status information for a plurality of queues are presented to the user.

Abstract: A system and method for managing a network connection using a connectionless, file-transferring protocol is disclosed. The exemplary method periodically transmits a browser executable script from a first node of a network to a second node of the network. A browser of the second node runs the browser executable script and transmits an information request from the second node to the first node. The transmitting of information requests from the second node maintains a communication link with the first node and the second node until a trigger event occurs.

Abstract: The invention, in one embodiment, generally establishes a master queue with a priority order based on predefined criteria, and then distributes information about a first prospect to one agent, and information about a second prospect to a second agent and so on, in the priority order. The prospect information is distributed without duplication, and can be updated dynamically, including when a prospect's information is not in the master queue.

Abstract: A system for contacting an interested party utilizing a computer network includes an interested party database including a field containing a first e-mail address used to address an e-mail message to an interested party and an e-mail general or responsive to the first e-mail address and generating the first e-mail message addressed to the first e-mail address of the interested party. The generator also sends the first e-mail message to the interested party's first e-mail address. The first e-mail message includes a response message portion including a second e-mail message. The second e-mail message is addressed to a second e-mail address (sending party's e-mail address. The response message portion is responsive to the first e-mail message being read, for sending the second e-mail message to the sending party's e-mail address. The system further includes a database responsive to the second e-mail message storing data associated therewith.

Abstract: A system and method provides an automatic telephone call back to a telephone line being used to access a computer network. A call back is made in response to a request by an inquiring party at a remote data terminal connected to the computer network using a telephone line. The inquiring party provides call back data at the data terminal connected to a computer network, such as the Internet, by way of a telephone line. The call back data is transferred over the computer network to the automated telephone call back system. A computer network interface at the automated back system provides a gateway between the computer network 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 telephone number is scheduled for an immediate call back, the call status is monitored by the dialer to detect a busy signal.

Abstract: In a campaign, a customer's file is reviewed to determine the offer or solicitation to send to the customer and the time such will remain open, and an e-mail message is sent to the customer that contains the offer or solicitation in text, a packet, or a URL address for a protected personalized web page (501). The packet may be opened on-line or off-line allowing the customer to provide information or terms that are subsequently sent to (505) the originator. Alternatively, such information is obtained via the protected, personalized web page to which the customer is referred. If the customer provides acceptable information and terms (510, 515), the transaction is completed (520).

Abstract: A contact (call) center technique matches the best available contact center agent with contacts requiring particular services. As contacts arrive, skills required for each service or contact are correlated with skills possessed by agents, and the best available agent is assigned to process the contact.