Abstract: A call center system and method of routing calls to individual agents within a call center is disclosed. Skills data, including a listing of skills and proficiency levels for each skill, are input via an automatic call distributor (ACD) manager having graphical user interface (GUI), to establish skills that will be available within the call center. Agents are set up that are used within the call center by listing each agent within the ACD manager and selectively mapping skills to each individual agent via the ACD manager and corresponding to what types of skills the agent possesses. A call is received within the call center and a requested type of service is determined and also what skills are required for answering the call are determined. The call is routed to an agent that has the highest efficiency level for the skills required for answering the call based on the requested type of service.

Abstract: A method and call center system are disclosed for collecting and reporting information by the call center for use by a supervisor. A supervisor computer is connected to an automatic call distributor (ACD) server and a structured query language (SQL) server having an associated historical database for call center statistics, which are included as part of the call center having a plurality of agents for receiving incoming calls. At predetermined time intervals, status data relating to real time status changes of agents and incoming calls are forwarded from the ACD server to the supervisor. The received status data is processed at the supervisor computer and real time reports are displayed for supervisor monitoring of call center and agent statistics.

Abstract: A method and call center system monitors performance of agents in a call center. A call is received within a call center and has a plurality of agents, an automatic call distributor (ACD) server for routing calls to individual agents based on the proficiency skills of the agents, an interactive voice response (IVR) server, and in one aspect, a structured query language (SQL) server having a historical database. The requested type of service is determined and the call routed to an agent based on the requested type of service. After the call between an agent and caller is completed, the call is transferred to the IVR server and responses are solicited from the caller to allow the caller to rate the performance of the call center and agent. In the event that a response is indicative of a poor rating of an agent in the call center, the caller is transferred to a supervisor at a supervisor stations for personal questioning of the caller.

Abstract: A method and system of configuring the scripting of a call center includes an interactive voice response (IVR) server and automatic call distributor (ACD) server and associated graphical user interface contained on a computer screen of an ACD manager that is loaded on a call center computer. A script editor window is displayed as a result of user input as part of a graphical user interface for the call center. The script editor window includes a script display area. Script icons are representative of ACD and IVR scripting actions and are dragged from an action toolbar into the script display area. The script icons are linked based on user input in the order which represents the IVR and ACD scripting within the call center.

Abstract: A peripheral access module transports voice and data between the common control equipment and the peripheral equipment of a telephone switch. The peripheral access module determines the protocol for transporting the voice and data, and determines the type of medium to effect the transporting. The peripheral access module operatively connects to the peripheral equipment and adaptively reside on a card of the common control equipment.

Abstract: An apparatus and method for a telephone system includes a switch having a plurality of shelves. The telephone system has system alarms that provide notification of a triggering event are displayed on each of the plurality of shelves of the switch to provide system wide alarm capabilities. Additionally the system generates displays to aid in identifying each of the shelves.

Abstract: A modular digital telephone system and method featuring a universal telephony shelf adaptable for incremental expansion of legacy telephone switches and as a building block in the construction of new telephony switches. The shelf includes identification and connectors for shelf pairing, and is adapted to receive redundant power supplies, plural line cards, and either a peripheral shelf interface unit or a switch array card which provides both a local shelf interface and three interface units for connection to the peripheral interface units of other shelves. System wide fault displays are provided.

Abstract: A telephone switching system regenerates a clock signal transmitted from control equipment to peripheral equipment. The switching system receives a clock signal from the control equipment at the peripheral equipment. The clock signal is compared to a reference clock signal generated at the peripheral equipment to determine a phase error. The phase error is accumulated over a time period as determined by the peripheral equipment. The system adjusts the modulo of a ring counter as a function of the accumulated phase error. The output of the ring counter can then be used in timing functions within the peripheral equipment.

Abstract: An apparatus and method for a telephone system includes a telephony switch comprising a timing and switch array card for effecting all switching and timing functions of the switch, a plurality of telephony line cards operatively connected to the timing and switch array card, and at least one power supply operatively connected to both the timing and switch array card and the plurality of line cards wherein said timing and switching functions comprise tone and conference functions, line card slot and alarm board interface functions, PCM switching functions, signal scanning and signal packet transfer buffer support functions, host computer interface functions, and clock and synchronization functions.

Abstract: A modular digital telephone system and method featuring a universal telephony shelf adaptable for incremental expansion of legacy telephone switches and as a building block in the construction of new telephony switches. The shelf includes identification and connectors for shelf pairing, and is adapted to receive redundant power supplies, plural line cards, and either a peripheral shelf interface unit or a switch array card upon which is located a flash memory device utilized for reconfiguration purposes of a resident field programmable gate array.

Abstract: A method of arbitrating access to a system bus in a telephone switching system for a plurality of requesters by assigning a priority level to each requester, and granting access to the bus based on the number of requesters, the priority of the requestors and the timing of the requests.

Abstract: A telephone switch system is connected digitally to an external computer system operating database software and having access to a digitally stored database of information used by the switch. The switch performs data transactions on the database in the manner of a client. The database engine allows live queries, which automatically update querying clients as pertinent data changes. The database engine also allows query concentration, which caches query results and supplies the cached results to querying clients making identical queries within a prescribed period of time. The database engine further allows batch inserts, which allow a user to add a plurality of records with a single command.

Abstract: A modular digital telephone system and method featuring a universal telephony shelf adaptable for incremental expansion of legacy telephone switches and as a building block in the construction of new telephony switches. The shelf includes identification and connectors for shelf pairing, and is adapted to receive redundant power supplies, plural line cards, and either a peripheral shelf interface unit or a switch array card which provides both a local shelf interface and three interface units for connection to the peripheral interface units of other shelves. System wide fault displays are provided.

Abstract: A gel-filled enclosure for protecting an electrical contact member and connection includes an enclosure opening arrangement through which an elongated probe may be inserted into the gel-filled enclosure cavity. The enclosure opening allows a probe to be inserted into the enclosure cavity to make contact with the protected electrical contact member without having to remove and replace the enclosure. The gel within the enclosure is self-healing and fills in the opening made by the probe after the probe is withdrawn. The enclosure preferably includes a contact member receiving arrangement within the enclosure body that includes a contact member receiving tube and a plurality of thread-engaging ribs positioned in the tube. Each rib is formed from a self-threading plastic material and self-threads as the enclosure is screwed down over a threaded contact member.

Abstract: A self-adherent, stretchable, resilient pressure wrapping tape and method of application for compressingly protecting a wire splice or the like, the tape having a gauge incorporated therein for indicating the amount of stretch of the tape. The tape is stretchingly wrapped around the wire splice and has a tensile strength and resilient memory to compressingly engage the wire splice. It is necessary to stretch the tape a certain amount to apply the correct amount of compression; therefore, a gauge is included which indicates the amount of stretch of the tape. The gauge includes a plurality of longitudinally spaced impressions printed on the tape which have a certain visual appearance with the tape unstretched, and another visual appearance when the tape is stretched to the correct amount for the desired compression.