Abstract: A system and method for controlling the dialing order of a plurality of call record lists by a predictive dialing system are disclosed. The system includes a flow controller and a list controller. The list controller receives a number of call records from a call list provider for establishing a plurality of call record lists. The flow controller links one or more call lists in a predetermined order to form one or more list flow campaigns which may be later edited or joined together by the flow controller. A predictive dialer receives the call lists according to the list flow campaign and dials telephone numbers in the order directed by the linked call record lists which form the flow campaign. Also disclosed is a method for linking call record lists.

Abstract: A dynamically adjustable call pacing system computes the average time a call spends on hold. An Average Hold Time is computed and dynamically updated by monitoring the number of current calls on hold and the amount of time by which current calls on hold exceed the average time on hold. Before adjusting the line activation time which controls the frequency at which idle telephone lines are released to a call initiator, the call pacing system determines the sum of the adjustments which have been previously made to the line activation time, and uses this sum to minimize large fluctuations in Average Hold Times.

Abstract: A user definable mathematical function is implemented on a data processing system including a data terminal. The user definable mathematical function includes a user definable mathematical formula having at least one operand which is as yet unspecified or undetermined, but which will be retrieved from a source or location specified in the mathematical function. Execution of the user defined mathematical function is initiated by a data terminal selector device associated with the user definable mathematical function. Upon execution of the user defined mathematical function, a variable value is retrieved from the specified source and substituted for the unspecified operand in the user defined mathematical formula. The user defined mathematical formula is executed and a result of the execution provided. A method for providing and using such a user definable mathematical function is also provided.

Abstract: A system for electronically managing calls in a hold queue wherein the hold queue is prioritized into a number of priority categories according to user selectable priority criteria. As an operator becomes available, the system selectively assigns the calls on hold to an available operator in a sequential manner according to the priority category of the calls and the type of hold queue utilized.

Abstract: A system comprising a local processor capable of accessing a host system typically comprising one database, is provided with a communication processor which controls synchronous serial communication between the host system and a plurality of synchronous devices in a varied range of clocked rates. The communication processor facilitates remoting of a single terminal having resident protocol conversion control capability, while a related plurality of terminals locally access a host system via a single host synchronous port.

Abstract: A voice response system for providing interactive data exchange between an outside party, an operator and one or more data bases wherein a voice path switch initially connects an outside party to a database through a voice response unit. The voice response unit provides digitized voice prompts and questions to the outside party. The outside party responds to the prompts by entering selected numbers on a telephone touchtone keypad. The voice response unit then converts data from the database to voice signals recognizable by the outside party. The voice response unit or the outside party may selectively transfer the transaction to a human operator. In addition to providing transfer of voice signals from the voice response system to an operator, the system provides the operator with a list of information transacted thus far between the outside party and the voice response unit.