Abstract: In automated call distribution (ACD) from a telephony server to agent stations, there are concerns with urgency to answer phone calls, not placing callers on hold, and allowing agents to move about to perform other, non-phone tasks. These concerns are met by a ringing technique based on rules which take into account system states which depend on whether agents are busy and whether there are calls waiting, and events such as incoming calls arriving, calls being answered, calls being terminated, and calls being abandoned. The technique is particularly suited for use in retail operations such as fast food delivery, for example.

Abstract: An information processing system adapted for use in conjunction with a telephone communication system. The information processing system includes a caller identification signal receiver, a timed switching device, and a call forwarding device. When no incoming call is being received, the timed switching device is in a first, open state, such that a circuit between the telephone line and the call forwarding device is interrupted. Upon receipt of an incoming call on the telephone line, the timed switching device and the caller identification signal receiver are activated. The timed switching device enters a second, closed state after a finite amount of time has elapsed such as, for example, several seconds, thereby allowing sufficient time for the caller identification signal to arrive on the incoming telephone line.