Abstract: A tiered service model for a digital multimedia contact center assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria chances. The routing criteria is initially determined based on a media type associated with the contact. The digital multimedia contact center contains a set of media routers, each of which passes a contact of a particular media type to a workflow engine which executes workflows to direct the processing of contacts at service tiers that require agent activity. Agents are allocated to contacts by a dynamic automate contact distributor and the appropriate media router is used to route the contact to an agent. The workflow engine also executes workflows for agents to control the allocation of agents to contacts.

Abstract: A graphical user interface and method for displaying on an agent's desktop. The graphical user interface of the present invention being capable of automatically displaying, in a designated area, a managed application according to a workflow. The graphical user interface of the present invention also includes the ability to control the display of managed applications manually. Further, the graphical user interface and method of the present invention allows an Agent access to non-managed applications without restricting the agent's access to the managed applications.

Abstract: A graphical user interface and method for displaying on an agent's desktop. The graphical user interface of the present invention being capable of automatically displaying, in a designated area, a managed application according to a workflow. The graphical user interface of the present invention also includes the ability to control the display of managed applications manually. Further, the graphical user interface and method of the present invention allows an Agent access to non-managed applications without restricting the agent's access to the managed applications.

Abstract: A high availability VoIP system interfacing with a PSTN or other TDM network to provide higher availability and better failure recovery wherein the high availability VoIP system includes a plurality of gateways coupled to at least one hub and a proxy table and a call restoration table configured in each of the plurality gateways.

Abstract: The present invention is a method and system for reducing bandwidth usage in a voice over internet protocol (VoIP) network that uses holding sounds such as music or announcements. When a customer call enters the network through a gateway, the call is received by a media server (VMS) and a workflow is started. When the workflow determines that the customer call is to be put on hold, the VMS sends an instruction signal to the gateway, instructing the gateway to provide an on-hold music or announcement to the customer call. When the workflow determines that the customer call is to be taken off hold, the VMS sends a second instruction signal to the gateway and the gateway stops the music or announcements and proceeds to further process the call under the direction of the workflow.

Abstract: A system and method of escalating non-realtime communications entering a Contact Center. The present invention removes communications that may initially be viewed as requiring deferred assistance, such as those near missing their SLA or those determined to require immediate handling based on identifying a particular important customer, from its shared file folders and “escalating” them to be routed as a live communications, for immediate response by a designated agent. An alternative tiered service model for a digital multimedia contact center assigns an entering contact to an initial immediate or deferred service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria changes. The service tier is initially determined based on a media type associated with the contact.

Abstract: The present invention is a system and method of receiving realtime and non-realtime communications from customers, distributing those communications efficiently to an appropriate agent and providing a response to the communication within an appropriate time. The present invention utilizes a hub and node architecture where realtime communications such as a voice call entering the architecture are received by a Voice over Internet Protocol (VoIP) gateway before being sent to a voice server. Other realtime and non-realtime communications are received by an appropriate media server. Routers for each media type access a predetermined set of routing data with an application server through a corporate and CRM database to facilitate routing through a node router to the appropriate node and agent.

Abstract: A system and method of distributing contact volume in a contact center when the volume of incoming calls greatly exceeds the number of agents currently answering calls. In an embodiment of the invention, the caller calling in at such a peak time is notified of the relatively long wait time to speak to an agent. The caller is then prompted as to whether he or she wishes to hold or accept a later callback time to receive immediate service. By accepting a later callback, the caller may access the contact center at a later time by dialing a unique telephone number or by entering a unique code when dialing the main line. This scheduled return to queue with priority system and method seeks to essentially eliminate high call volume times by redistributing those calls to times when the agent volume exceeds the incoming call volume, thus ultimately decreasing call center staffing costs.

Abstract: A tiered service model for a digital multimedia contact center assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria changes. The routing criteria is initially determined based on a media type associated with the contact. The digital multimedia contact center contains a set of media routers, each of which passes a contact of a particular media type to a workflow engine which executes workflows to direct the processing of contacts at service tiers that require agent activity. Agents are allocated to contacts by a dynamic automate contact distributor and the appropriate media router is used to route the contact to an agent. The workflow engine also executes workflows for agents to control the allocation of agents to contacts.

Abstract: A call processor (49) contains a service node (48) and an intelligent peripheral (42) for performing calling services requested by a telephone network service control point (24). If service control point (24) requests a calling service that is not supported by intelligent peripheral (42), or if the service logic for the requested source is stale or unavailable, intelligent peripheral (42) requests that service control point (24) or another external source transmit the necessary service logic to intelligent peripheral (42) to perform the specific calling service. Intelligent peripheral (42) caches the service logic for the calling service for a predetermined period of time according to the anticipated future need for the calling service.

Abstract: A call processor (49) contains a service node/intelligent peripheral service creation environment (58) to create a service logic table (56) to store call processing instructions. A service logic executive (54) accesses the service logic table (56) and executes the call processing instructions in response to a received data package. Call processor (49) can operate in slave mode to provide call processing resources to a service control point or in autonomous mode to deliver a specific calling service, such as voice mail.

Abstract: A system and method is disclosed for controlling call placement rates for telephone systems providing call pacing system in which outbound calls are automatically paced so that as attendants become available a valid call is completed to be handled by the available attendant. The system takes advantage of a system which statistically monitors the average call completion time, the average agent in-use time, the average time to answer and the probability of a valid answer. Call placing overlap is controllable in conjunction with the monitored statistical parameters to achieve operation around any desired system operating parameter. The system is controlled by a plurality of precisely defined operational tasks operating in a hierarchical manner.

Abstract: There is disclosed a method and system for determining the progress of a calling connection. The system measures the peak voltage of the signals on the line and derives a ratio of these peak signals to the average value of the signal. From this ratio a determination is made as to the calling condition of the line.

Abstract: There is disclosed an inbound/outbound call handling system and method in which outbound calls are automatically paced so that as attendants become available a valid call is completed to be handled by the available attendant. As an inbound call is received, the system responds by halting attempts to place an outbound call and queueing the inbound call for handling by the next available attendant. The system takes advantage of an algorithm which statistically monitors average call completion time, average attendant in-use time, average time to answer and probability of a valid answer. Call placing and receiving overlap is controllable in conjunction with the monitored statistical parameters to achieve operation around any desired system operating parameter. The system is controlled by a plurality of precisely defined operational tasks operating in a hierarchical manner.

Abstract: There is disclosed a method and system for injecting a number of different signal patterns onto a tone encoded telecommunications line for the purpose of preventing unauthorized eavesdropping. The system relies upon the use of an unused column frequency of the DTMF signals and a notched filter to remove that frequency from received transmission. The second technique is the insertion of precise levels of three valid tones. A third method is the modulation of all of the tones yielding side tones which are also in the valid range, and a fourth method is by sending random signature tones on the line, thereby preventing tape recording and playback of the coded tone communcation.

Abstract: A system and method of answering incoming calls are disclosed in which, if the resource (18)(19) desired by the caller is not then available, a robot controller (14) will inform the caller when a call back to the caller can be made. The callback time can be suggested by the robot controller (14) or the caller can request a specific callback time. The robot controller (14) ascertains and verifies the caller's call back identity and stores the number of the identity in a callback queue (11) along with such other pertinent information as the callback time, the caller's name and the required resource. At the appropriate time, the robot controller (14) removes the information from the callback queue (11), places the call and connects the desired resource (18)(19).

Abstract: A system is provided to automatically reconfigure resource modules (302) to perform selected functions. Incoming telephone calls are allocated by a resource manager (304) to appropriate resource modules (302). Based upon logic programmed into a computer (309) coupled to the resource manager (304), the system can predict how many resource modules (302) providing each function are required to handle the incoming calls. The computer (309) directs the resource manager (304) to reconfigure certain of the resource modules (302) to provide the necessary functions. This reconfiguration can occur dynamically during any particular call.