Abstract: A method and system of providing an agent directed automatic call back to a customer in a call center is presented. A screen display is established on an agent's computer, the screen display requests call back information on the customer. The call back information includes a work key identifier and/or an application identifier. The agent manually inputs at least some of the call back information. The call back information is coupled via a call center network into a computer system associated with a telephone switching system. A call back time is scheduled and the computer system instructs the telephone switching system to automatically place the automatic call back at the call back time.

Abstract: An improved system and method for routing transactions based on business strategy and the ability to identify how the router selection outcomes meet the objectives of a business strategy. First, identifying business strategies along with key performance indicators (KPI) values. Then associating one or more objectives with one or more strategies on key performance indicators. The next step converts the objectives into routing rules which are sent to a routing engine and the transaction is routed.

Abstract: A method and apparatus are provided for processing calls in an automatic call distributor. The method includes the steps of learning a set of desired resource relationships for servicing a plurality of call processing load conditions in the automatic call distributor and, afterwards, distributing resources of the automatic call distributor based upon call processor loading and the learned desired set of resource relationships.

Abstract: The method and apparatus is for converting messages and responses between different formats in a communication system. The method may have in one embodiment the following steps: providing at least one plug-in that implements at least one message format conversion in the communication system; assigning the at least one plug-in to a handicapped agent; and activating the at least one plug-in for the respective handicapped agent for converting received messages in a first format to a second format and for converting responses in the second format to the first format. The apparatus implements the method.

Abstract: A method and system (100) establishes voice communications between a computer operator (102) and an agent (104) of a business over a computer network, such as the Internet (108). Using an operator computer (106), the computer operator (102) views advertisements of the business' products or services on the Internet (108) via customized home pages (200). When the operator (102) wishes to order a product or ask additional questions about a product, the operator (102) activates a “call me” button (210). A return call screen (300) is then presented to the operator (102) with areas to insert a name (302), a telephone number (304) and a time to call (306). This information is packetized in a call request which is transmitted over the Internet (108) to a telephone switching system (112) associated with the business. The telephone switching system (112) subsequently dials the telephone number (304) at the time to call (306).

Abstract: A method and apparatus are provided for forwarding messages among peripherals of an automatic call distributor. The method includes the steps of forming a message table in a first peripheral of the automatic call distributor and forwarding a message from the first peripheral to a second peripheral of the automatic call distributor based upon a content of the message table.

Abstract: A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.

Abstract: A method and apparatus for providing information to an agent of an organization through the Internet. The method includes the steps of detecting a call from a client of the organization through the Internet, assigning the call to an agent of the organization and automatically creating a record related to the call and downloading the record from a host to a terminal of the assigned agent where the record is encoded into a SIP INFO message.

Abstract: A method and apparatus are provided for automatic call distributors that route calls based in part on timely business information. The method includes providing a simulation model for calculating information and using this information from the model together with key process indicators information to generate decisions for routing calls.

Abstract: A media handler is used in a transaction processing system, where the system is configured to route incoming calls from callers to agents associated with the transaction processing system, and the incoming calls are based on voice-mode communication and text-mode communication. The media handler includes a media translator operatively incorporated into the transaction processing system and configured to facilitate translation between the voice-mode communication and the text-mode communication. An agent preference setting is selectable by the agent between a voice-mode and a text-mode. Also included is a speech recognition unit configured to convert the voice-mode communication to the text-mode communication and a speech synthesizer configured to convert the text-mode communication to the voice-mode communication.

Abstract: A method and apparatus are provided for obtaining information over the internet. The method includes the steps of uploading a search agent from a searching terminal to a website to be searched and executing the uploaded steps of the search agent at the website to provide a search result. The method further includes the step of downloading the search result to the searching terminal.

Abstract: Method and apparatus for providing customer data to an agent in connection with an organization's automatic call distribution (ACD) system. The desired customer data and its format can be tailored to the organization's needs and packaged as a web page. The ACD provides a URL to a browser of the agent, which accesses the URL at a server. The web page corresponds with the URL and is provided by the server to the browser. The data can be displayed to the agent, regardless of the type of customer contact with the organization's ACD system.

Abstract: In one embodiment, a method for providing optimal transaction routing for data packets through a network on a plurality of logical pipes includes assigning each data packet to one of the plurality of logical pipes, with each logical pipe having an assigned numerical service level, and associating a numerical priority-usage level to each of the data packets. The method then includes establishing a threshold return-time-out (RTO) amount for each logical pipe, and transmitting data packets from one of the logical pipes and evaluating a running estimate of round trip times (RTT) for the transmitted data packets from the logical pipe being serviced.

Abstract: A method and apparatus are provided for establishing a communication connection between a client of a website and an agent of the website. The method includes the steps of downloading a webpage from the website to the client, such webpage including an embedded agent access applet and a communication system port identifier of the agent, the communication port identifier of the agent being different than a communication port identifier of the web site, activating the agent access applet within the downloaded webpage and forming a communication connection between the client and the communication system port of the agent based upon operation of the activated applet.

Abstract: Disclosed is a method for distributing customer contacts to a transaction processing entity of a transaction processing system. The method includes predicting a time for assignment of a customer contact to a transaction processing entity in the transaction processing system. In an alternative embodiment, the method also includes finding a transaction processing entity that is available to process the customer contact and routing the customer contact to the found transaction processing entity. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that may allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Abstract: A method and apparatus for collecting session information from a packet routing device. The method includes the steps of detecting a header packet of a communication session within a communication stream passing through the packet routing device where the communication stream contains packets from a plurality of users, comparing a type of the detected header packet with a list of headers that are to be collected and storing a message header of the header packet and only the message header in a file indexed by an identifier of the session when the header matches an entry within the list of headers to be collected.

Abstract: A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.

Abstract: The method and apparatus is for converting messages and responses between text messages of a user and voice responses of at least one agent in an automatic contact distribution system having a plurality of agents. In one embodiment, the method includes sending a text message in a text format from first location via a network; receiving the text message from the network at a second location; and converting the text message from a text format to a voice message in a voice format. The method further includes converting a voice response in the voice format from an agent to a text response in the text format, the voice response being in response to the text message; and sending the text response from the second location to the first location via the network. Thus, the user appears to communicate with the agent on a text basis, and the agent appears to communicate with the user on a voice basis.

Abstract: An improved system and method for monitoring the progress performed toward identified key business objectives. First, the objectives are defined and identified as tasks. Then, employees are assigned to each task and the employees are also defined as tasks. Sub key business objectives are assigned to each employee and are also identified as tasks. As data regarding the completion status of each task is entered into the system, a real time comprehensive report on the overall status of key business objectives is realized.

Abstract: A method and apparatus are provided for routing multimedia calls within an automatic call distributor system having a automatic call distributor coupled to the public switched telephone network and a host coupled to the Internet. The method includes the steps of receiving an Internet call from an Internet caller by the host through the Internet, requesting an agent assignment for handling the Internet call from the automatic call distributor coupled to the public switched telephone network and transferring the Internet call to a terminal of the agent assigned by the automatic call distributor.