Abstract: A multi-media call center has agent stations with telephones and multi-media computer platforms, wherein the telephones and computer platforms are connected by a bridge circuit adapted to allow audio data to be shared between the telephones and the computer platforms. The computer platforms are also adapted to process computer-simulated calls. In various embodiments all or portions of calls of either type may be recorded, pre-recorded audio may be played back to callers, the system may respond to pre-determined key phrases uttered by callers, and the system may respond to an agent's voice commands.

Abstract: A method and system are provided for traffic shaping and bandwidth scaling in a high speed internetworking device. A slot time wheel mechanism is provided for traffic rate control and a credit/debit mechanism is provided for traffic shaping and scaling. The high speed traffic scaler and shaper incorporates a programmable slot time wheel, a traffic scaler state machine, a traffic shaper parameter table and a traffic scaler processor. The traffic scaler processor incorporates a traffic queue allocation manager, a queue priority arbiter, a port enable selector, a port priority arbiter and a DMA channel arbiter. The traffic queue allocation manager and the queue priority, port priority and DMA channel arbiters are each controlled by a corresponding state machine. The parameters in the traffic shaper parameter table are dynamically updated for each logical queue and are used to enable the credit/debit mechanism.