Abstract: A method and apparatus are provided for dynamically reassigning agents among call types in a call distribution system having a plurality of agents assigned to a plurality of call types. The method includes the steps of detecting a deficiency in agent responsibility assigned to a call type of the plurality of call types based upon a measured service parameter and corresponding target service parameter and determining an agent allocation among the plurality of call types best suited to correct the deficiency.

Abstract: An apparatus is provided for reallocating agent responsibility for servicing a plurality of call types received by an automatic call distributor. The apparatus includes an autopilot adapted to form a plurality of proposed alternative fractional call assignments among the plurality of call types for an agent of the automatic call distributor, a performance predictor adapted to calculate a service parameter for each of the plurality of call types for each of the formed alternate agent call assignments and a comparator adapted to automatically select an agent assignment of the plurality of formed alternative agent assignments based upon the calculated service parameter.

Abstract: A method and apparatus are provided for distributing calls in an automatic call distribution system having one or more master sites, a plurality of satellite sites and at least some agents located at each satellite site of the plurality of satellite sites. The method includes the steps of detecting a call at a master site of the automatic call distribution system, determining a call type of the call, and contemporaneously measuring a deviation from a target occupancy in handling calls of the determined call type for each agent of the at least some agents located at each satellite site. The method further includes the steps of identifying an agent with a largest relative under-utilization or the least relative over-utilization based upon the measured deviation and transferring the call from the master site to a satellite site of the plurality of satellite site where the identified agent is located.

Abstract: Method and apparatus for determining and tracking the locations of agents using wireless units to process calls directed through an automatic call distribution system. Based on signals with different cells or based on independent navigation information, locations of wireless units can be monitored and stored for later analysis. In addition, location information can be compared to an agent location schedule to determine adherence and provide adherence reports.

Abstract: A system and method for providing informative communications while a connection is being established between two communications devices, such as computers or facsimile machines. The method includes suppressing audio tones that are sent between the modems and presenting information to a user of the communications device while the connection is being established. The information includes advertisements, music, movie clips, news headlines, sports scores, stock quotes, weather, time of day, calendar reminders, horoscopes, and inspirational sayings. Such information is more informative to the user than the traditional audio tones utilized by the modems and therefore are suppressed in an embodiment of the current invention.

Abstract: A method and apparatus are provided for identifying textual information for use in a threaded discussion. The method includes the steps of detecting key words and key words in context of the threaded discussion and weighting the detected words based upon an information content and context of each word and upon a time period since each word was last used to produce a weighted information content of the threaded discussion. The method further includes the steps of searching for and locating textual information within a database with an information content related to the weighted information content, comparing the information content of the located textual information with the weighted information content to provide an objective difference value and presenting the located textual information to the discussion where the objective difference value exceeds a threshold value.

Abstract: A method and apparatus are provided for reducing deviations between worked hours of an agent and a schedule of hours for the agent. The method includes the steps of determining a metric comparing a work status of the agent during a time period with a scheduled status of the schedule of hours and comparing the metric with an agent call assignment threshold and when the agent call assignment threshold exceeds the determined metric, preferentially assigning calls to other agents.

Abstract: A system and method of automatic call handling allowing agent optimization in an automatic call distributor using voice recognition and speech synthesis technology. A speech synthesizer takes a script as input and generates speech as output. A prepared script includes speech input for the speech synthesizer. Connect a call with a call contact, speak to the call contact speech generated using the prepared script as input to the speech synthesizer, receive live agent voice input, and recognize agent speech.

Abstract: A method and apparatus are provided for exchanging control information between a automatic call distributor and a public switched telephone network. The method includes the steps of identifying a subscriber channel between the automatic call distributor and public switched telephone network for use during a communication transaction and exchanging control information regarding the identified data channel over any of a plurality of available control channel between the public switch telephone network and automatic call distributor using nonassociative signaling.

Abstract: A system and method for providing informative communications when a connection is being established between a first communications device and a second communications device. The method includes suppressing an audio tone notifying a user that a connection is being established and substituting information unrelated to the suppressed audio tone to the user while the connection is being established. The information includes advertisements, music, movie clips, news headlines, sports scores, stock quotes, weather, time of day, calendar reminders, horoscopes, and inspirational sayings. Such information is more informative to the user than dial tones and therefore are suppressed in an embodiment of the current invention.

Abstract: A method and apparatus are provided for processing calls in a transaction processing system using a plurality of transaction processing entities. The method includes the steps of determining an average profit generated by each entity of the plurality of entities for previously processed calls and assigning an entity of the plurality of entities with a highest relative profit to each new processed call.

Abstract: A method and apparatus are provided for accepting a call by an automatic call distributor and for automatic call handling of the call. The apparatus for automatic call handling has: a call receiving system that outputs at least one voice signal; a text voice converter having an input for the at least one voice signal, the text voice converter converting the voice signal to a text stream and providing the text stream on an output thereof; an emotion detector having an input for the at least one voice signal, the emotion detector detecting at least one emotional state in the voice signal and producing at least one tag indicator indicative thereof on an output of the emotion detector; and a scripting engine having inputs for the text stream and the at least one tag indicator, the scripting engine providing on an output thereof at least one response based on the text stream and on the at least one tag indicator.

Abstract: A method is provided for detecting echo cancellation in a communication network. The method includes the steps of transmitting from an originating unit a pre-defined echo cancellation detection signal to a receiving unit. The resulting signal is detected by the receiving unit and analyzed to determine whether the differences between the resulting signal and a stored pre-defined signal indicate the detection of echo cancellation on the communication network.

Abstract: A method is provided for automatically updating a “Real Time” Average Speed of Answer, RASA, for a number of calls received by an automatic call distributor, ACD, during a set interval. This “real time” average speed of answer may be determined across a sliding time window via moving averages and exponential smoothing. The method includes the steps of computing a current average Speed of Answer, SA, for the number of calls received by the ACD during the set time interval, by dividing total waiting time to answer for these calls by the number of calls and scaling the current SA by a weight factor W. The real time average speed of answer, RASA, is updated by scaling a previous RASA by the unity complement of W, i.e. (1−W), and augmenting it by the scaled current SA.

Abstract: A method and apparatus for providing a voice path between a customer call connection received from a public switched telephone network at a switch of an automatic call distributor and an agent of the automatic call distributor at a remote location from the automatic call distributor and also a data connection between a terminal of the agent and a host of the automatic call distributor. The method includes the steps of setting up a dedicated telephone connection through the public switched telephone network between the automatic call distributor and agent at the remote location and establishing a voice internet protocol communication link between the automatic call distributor and agent through the dedicated connection for exchange of voice information between the customer and agent. The method further includes the step of establishing a data link between a database application of the host and a database application of the terminal of the agent through the dedicated connection.

Abstract: A method and apparatus are provided for controlling an automatic call distributor by a supervisor from a remote location. The method includes the steps of establishing a telephonic connection between the supervisor and the automatic call distributor and screening the call for the authorized supervisor. The method further includes the steps of transferring a configuration instruction to the automatic call distributor, executing the configuration instruction by the automatic call distributor and returning a configuration result to the supervisor.

Abstract: Method and apparatus for configuring agent log-off reasons in connection with an automatic contact distribution (ACD) system. An organization operating an ACD system can define any number of agent log-off reasons, which can be configured for individual agents, for groups of agents, or system-wide. These custom-defined reasons can be incorporated in historical reports and in real-time displays regarding schedule adherence. These custom-defined reasons can be changed at any time. In addition, the order in which the reasons appear for selection by an agent can be changed at any time, and can be reordered automatically in accordance with different algorithms.

Abstract: The method and apparatus utilizes agents idle time in a communication system, such as, a communication system having an automatic call distribution system. The method includes providing at least one plug-in that implements at least one predetermined function in the call distribution system. At least one plug-in is assigned to at least one agent. At least one plug-in is activated for a respective assigned agent in response to at least one predetermined parameter of the automatic call distribution system. The predetermined parameter may be the entering into an available/idle time by the respective agent. The plug-in may be one of training, agent-to-agent collaboration, mentoring, and monitoring. The apparatus implements the method. The knowledge and skills associated with agents that are not actively handling call related activities are essentially untapped knowledge areas that other agents currently handling call related activities have access to by utilizing this method and apparatus.

Abstract: A method and apparatus are provided for relaying text between a hearing impaired person and a third party through the public switched telephone network. The method includes the steps of converting the text between a multifrequency textual format on the public switched telephone network and a packet format on a local area network and exchanging the text with the hearing impaired person through the local area network.

Abstract: A method for adding text data to data communication sessions in a transaction processing system handling non-voice dialog communication between an agent and a caller includes the steps of a) establishing the non-voice dialog communication between the caller and the agent, b) acquiring predetermined text data during the communication between the agent and the caller, c) populating at least one text storage location with the acquired text data, d) inserting the text storage location data into a portion of a template text message to generate a customized text message, and e) transmitting the customized text message to the caller during the non-voice dialog communication, the agent transmitting the customized text message at a predetermined time during the communication.