Abstract: A system and method for administering Call Back service are disclosed which are capable of pre-qualifying such Call Back service. Such a system and method are capable of pre-qualifying a request for a Call Back service before returning a call back to the requesting customer. In this manner, the customer may not begin being charged at the lower call rate until after a connection is first established with the called number. A call back server may attempt to connect the customer requesting Call Back service with the called party by first attempting to establish a connection with the called party. Once a connection is established with the called party, the call back server may call the customer and connect the called party to the customer. In this manner, the customer may only be charged for a call back from the call back server if a connection is first established with the called number.

Abstract: A system and method for a packet Voice Response Unit (VRU) which directly utilize packet network protocols, such as those of the H.323 standard, to provide enhanced services via a packet network. The packet VRU generally operates within the packet network and is not required to provide data format translation or multiple device-type access. The packet VRU may be built entirely in software running on a network server with a standard packet network connection such as Ethernet or token-ring. In a preferred embodiment of the present invention, the packet VRU redirects the media stream from a source so that it is sent directly to a destination, instead of passing through the packet VRU. Alternatively, if the packet VRU must perform processing on the message contents, the packets may be sent to both the destination and to the packet VRU. The packet VRU may still retain call control over the media streams by maintaining the signaling and user input components of the call.

Abstract: An interval timer for timing multiple repetitive timing intervals. A single large clock register increments ticks of a high-speed clock. Successive previously-stored timing values are loaded into a single compare register which is preferably of equivalent length to the clock register. A comparator monitors the clock register's current value and compares it with the timing value currently loaded in the compare register. As the clock register's value reaches the current timing value in the compare register, an alert signal is generated and sent out to activate a particular timed operation identified by an event ID (“EID”) associated with the timing value in the compare register. The current timing value in the compare register is then discarded, and the next timing value in sequence is retrieved into the compare register. A repeat flag is carried with each timing value and associated EID.

Abstract: A system and method for providing data communication between an information system, such as a LAN, and a communication system, such as a PBX operating under control of an automatic call routing system, is disclosed. According to a preferred embodiment, data as to a particular LAN user's schedule, as reflected in an electronic calendar application, is used to properly route calls via the automatic call routing system. Alternative embodiments providing for the scheduling of events in the electronic calendar as well as the dissemination of information through the communication system are also disclosed.

Abstract: A system and method for a packet VRU which directly utilize packet network protocols, such as those of the H.323 standard, to provide enhanced services via a packet network, such as whisper mode communications, call recording, call broadcasting, advertisement broadcasting during calls, one-number service, and operator services. In a preferred embodiment of the present invention, the packet VRU establishes control of media streams, such as through the use of separate signaling channels associated with various communication devices, in order to provide desired enhanced call services.

Abstract: The inventive system provides a user with a plurality of function choices based upon the communication device of the user. The system includes a device specific variable state transition model that formats the system functions into the function choices based upon a device of the user. Thus, if the user has a personal computer or other device with a large screen, the functions are formatted into a single level so that all of the functions are displayed simultaneously. If the user has a TDD or PDA or other device with a small screen, the functions are formatted into two or more levels, depending upon the screen size, so that only a manageable portion of the functions are displayed simultaneously. If the system lacks a screen, then the functions are formatted into a plurality of levels, each level having only a small number of function choices.

Abstract: A single large register increments ticks of a high-speed clock. A single compare register is associated with the clock register, the compare register preferably being of equivalent length to the clock register. Successive previously-stored timing values are then loaded into the compare register. Typically the timing values are pre-sorted in chronological order. A comparator monitors the clock register's current value and compares it with the timing value currently loaded in the compare register. As the clock register's value reaches the current timing value in the compare register, an alert signal is generated and sent out to activate a particular timed operation identified by an event ID (“EID”) associated with the timing value in the compare register. The current timing value in the compare register is then discarded, and the next timing value in sequence is retrieved into the compare register. In a first embodiment, timing values are stored in a hardware stack.

Abstract: A system and method to enable a wide user community to be universally networked in voice communication. Server/IVR 100 receives voice communications from users employing a variety of device types, primarily computers and telephones. These voice communications may be in either asynchronous format, incoming from data grade networks such as the Internet 140, or synchronous format, incoming from standard telephony networks such as SPN 109. Server/IVR 100 functionality seamlessly integrates these voice communications and provides point-to-point, conferenced or broadcast connections of multiple users regardless of user device or asynchronous/synchronous connection format. Server/IVR 100 may also selectively call up automated speech resources (“robots”) to be placed in voice communication with users.

Abstract: A system and method for determining the impedance of a telephone transmission line are disclosed. A test signal is transmitted through a telephone switch to the telephone line and corresponding echo signals are monitored. The test and echo signals are correlated to derive an impulse response. A transfer function for the system is calculated from the impulse response. Then, a transfer function for the transmission line is derived using the system transfer function and the transfer function of the telephone switch. Finally, the transmission line impedance is calculated from the transmission line transfer function. Once the transmission line impedance is known, an impedance matching circuit for the telephone switch can be modified to match the transmission line and the switch.

Abstract: The invention relates to a voice enabled user interface which correlates, at development time or at run time, utterances, by a caller who is interacting with the user interface, with transaction phrases in a transaction phrase data structure, such as through the use of synonyms, descriptions of the transactions, comparing selected words, and phrases having one or a plurality of word in common. The user interface employs the results of the correlation to calculate an offering to the caller which may include a list of transaction phrases, a list of correlation results, a prompt for the caller to speak additional information to the user interface, or a combination of the two. The user interface may assess whether a number of transaction phrases in a determined list is small enough to be suitable for presentation and, if not, enable a correlating step to be repeated to yield a smaller number of transaction phrases in the correlation result.

Abstract: A switchless Automatic Call Distribution (“ACD”) system distributing incoming calls to call agents networked via a low-cost data network such as an ethernet. Standard POTS calls are received from the Public Switched Telephone Network (“PSTN”), whereupon a POTS/packet gateway digitizes the signal (if necessary) and compresses it, advantageously from &mgr;-law format (64 Kbps) down to approximately 5-6 Kbps. The POTS/packet gateway then converts the signal into a packetized format. Responsive to a call distribution algorithm identifying the next available agent by IP address, the caller's packetized voice signals are distributed to the agent over the ethernet. At the same time, Web-enabled database tools generate “documents,” advantageously in html, containing database information regarding the caller. These documents are then distributed to the agent over the ethernet.

Abstract: The disclosed invention provides a development environment for scripting a call flow across a variety of hardware devices. The development environment utilizes a single scripting language in conjunction with hardware specific compiler modules to generate code operable on the different hardware devices. Such use of a single scripting language to generate code for a complete call flow, regardless of the hardware devices it must ultimately utilize, provides for advantages in ease of development as well as ease and efficiency of use.

Abstract: A graphical development environment for developing the program flow of an application. The environment represents the program flow as an arrow between starting and end points. A developer can modify the program flow by adding an icon representing a subroutine to any point on the arrow. Loops and possible returns of a subroutine are graphically represented by the environment. If the developer modifies the API of a subroutine, the environment graphically represents the calling routines that are affected by the API change. The environment also allows functional components of subroutines to be overwritten by the caller. In such a case, the overwritten components are executing within the caller's environment space. Different overwritten instances of an overwritable subroutine may exist in the same program flow.

Abstract: A transaction model compartmentalizing generic ("user device-independent") information into transactions between a system and a user. Navigation of a series of these transactions enables the system and the user to exchange information in an organized and logical fashion. Each transaction is represented by a user device-independent transaction template which, when executed, enables a predefined exchange of information between the system and the user in user device-independent form. System functions, such as decision branch control, calculation steps and/or data retrieval are interlaced as required between transaction templates and process information so as to further facilitate the information exchange between the system and user in a user device-independent environment. User device templates are then associated with each transaction template. By scripting and conditioning the device-independent information exchange in the transaction template to take place in various device-dependent forms (i.e.

Abstract: There is disclosed a system and method in an automated telephone system for obtaining data from sources other than the caller's answer to menu queries and directing incoming calls directly to preferred applications instead of to an introductory menu. In one embodiment, a statistical engine measures individual customer usage and stores the results in a usage history database. An inference engine then prioritizes the available applications based on past usage. When an individual customer next calls, the server can either request account and PIN numbers or trap ANI/DNIS data from the public telephone system in order to identify the individual customer. Once the customer is identified, the server branches directly to that individual customer's preferred applications. The log-in history includes time and place of call-in so that an aberrant usage alarm may be triggered by the automated telephone system that alerts customers to any unusual accesses to their personal accounts.

Abstract: A system and method for providing data communication between an information system, such as a LAN, and a communication system, such as a PBX operating under control of an automatic call routing system, is disclosed. According to a preferred embodiment, data as to a particular LAN users schedule, as reflected in an electronic calendar application, is used to properly route calls via the automatic call routing system. Alternative embodiments providing for the scheduling of events in the electronic calendar as well as the dissemination of information through the communication system are also disclosed.

Abstract: The inventive system and method distributes information between databases and web servers, via a plurality of interconnected platforms or nodes. The invention includes a session manager, that is resident on only one platform and manages the information flow between the databases and the web servers. The invention also includes a plurality of data gateways, with at least one data gateway resident on each platform. The session manager uses a manager thread to determine which platform will operate on the request. A processing thread of the data gateway invokes an application module to create an application, which retrieves the requested information from the database. The processing thread translates the request into a format useable by the application. The processing thread retrieves a dynamic HTML template file and uses the information retrieved from the database to populate the HTML template file to form the response to the request, and passes the response onto the one global network server.

Abstract: A system and method for establishing a data connection between a computer and a live agent selected from an agent pool. A computer user uses the computer to connect via a network with an information server. While browsing information on the server, the customer can request to speak with an unspecified live agent. An agent queuing manager receives the customer's request and selects an appropriate live agent from a continuously updated pool of available agents. Then, the agent queuing manager establishes a data connection between the live agent and the customer. The data connection is preferably an audio connection, although a real time text "chat" mode is also available. The agent queuing manager maintains the agent pool by monitoring when agents log in and out of agent terminals, as well as when the agents are engaged with a computer user.

Abstract: A system and method for allowing use of an overflow resource on a temporary basis to supplement a standard resource that is engaged, and thus allows the system to satisfy a resource access request that would otherwise go unresponsed. The system monitors usage of the standard resource to determine if the standard resource is engaged when the request materializes, and then authorizes use of the overflow resource when the standard resource is engaged. The system then activates the overflow resource, whereby the overflow resource responds to the access request. The system then disables the overflow resource when the request is satisfied or when the standard resource becomes available. The system monitors the use of the overflow resource and when the use exceed a predetermined amount of allowed use, either allocates additional overflow resources or licenses the overflow resource, essentially converting the overflow resource to a standard resource.

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).