Abstract: A method for automatically obtaining, consolidating and displaying the information from a plurality of information sources. An agent workstation receives the initial information item and then sends this information item to the sources specified, receives additional information items from these sources, and displays or presents the information items received. If the initial information item is not adequate to obtain all of the information items desired then the information items received from one source are also used to obtain other information items from other sources so that all of the desired information items are obtained.

Abstract: An automated customer service system which maintains and uses a customer sensitivity profile to contact the customer in a manner, at a time and date, and at a location which are preferred by the customer. This maximizes the likelihood that the customer will be favorably responsive to the contact, whether the contact be to make a sale, to discuss collection of a balance due, or just to obtain current information about the customer. The automated customer service system also maintains and uses a list of available resources, such as an agent qualification profile, in conjunction with the customer sensitivity profile, to automatically assign available resources, such as agents, to the various campaigns. The agent qualification profile identifies any special skills or qualifications that an agent may possess, such as language skills, type of voice, efficiency, and type of call processing skills.

Abstract: A method and an apparatus are disclosed which provide for non-offensive termination of an outbound call which has been answered when an agent is not available to handle said outbound call. An outbound call is placed (10) and a determination is made (11) as to whether the call has been answered. If the call has been answered then a determination is made (12) as to whether the call was answered by a person or an answering machine. If the call was answered by a person then a determination is made as to whether an agent is available to handle said outbound call. If an agent is available then the agent is connected (13) to the outbound call. If an agent is not available then a termination message is played (15). If the call was answered by an answering machine then, depending upon a user-selected option (16), a termination message will be played (15) or an interactive session will be started (17). Also disclosed are a method and an apparatus for detecting an answering machine.

Abstract: A method and an apparatus for improving agent efficiency by reducing non-productive time such as time on hold and time for wrap-up statements. After an agent has been connected to a call the agent may determine that automated handling of the call is appropriate. Depending upon the status of the call the agent may specify that the call has been essentially completed or that the agent is on hold. The agent may speak the name of the connected party and this will be recorded. Then the agent is disconnected from the call and a message playing device, which may also replay the spoken name, is activated. If the response from the connected party indicates that an agent's attention is again needed then the same or a different agent is connected to the call. In addition, a party on hold is provided an estimate of the time before an agent becomes available and/or the number of parties ahead in the holding queue.

Abstract: A method and an apparatus for improving agent efficiency by reducing non-productive time such as time on hold and time for wrap-up statements. After an agent has been connected to a call the agent may determine that automated handling of the call is appropriate. Depending upon the status of the call the agent may specify that the call has been essentially completed or that the agent is on hold. The agent may speak the name of the connected party and this will be recorded. Then the agent is disconnected from the call and a message playing device, which may also replay the spoken name, is activated. If the response from the connected party indicates that an agent's attention is again needed then the same or a different agent is connected to the call. In addition, a party on hold is provided an estimate of the time before an agent becomes available and/or the number of parties ahead in the holding queue.

Abstract: A method for optimizing the pacing and processing of inbound calls and outbound calls. Statistics are generated concerning inbound calls and outbound calls, and concerning the performance of each agent for inbound calls and outbound calls. Separate statistics concerning inbound calls and outbound calls allow a more accurate prediction of call pacing and handling requirements and of the availability of an agent so as to maximize the productivity of each agent and control the on-hold time of inbound and outbound calls. Each trunk line is designated for inbound calls or outbound calls and the status of each trunk is monitored. If all of the trunks allocated to inbound service are in use then some of the trunks designated for outbound service are redesignated for inbound service. If more than a predetermined number of trunks designated for inbound service are not in use then some of these trunks will be redesignated for outbound service.

Abstract: Methods for avoiding a call blocking feature. In a first method a list is kept for the trunks previously used to call a particular telephone number. Each time that particular telephone number is called a different trunk, not on that list, is used to place the call. The list is cleared and restarted whenever all the trunks have been used. In a second method a list is kept for trunks for which a call blocking message has been received when an attempt was made to call that telephone number. Each time that particular telephone number is called a trunk which is not on that list is used to place the call. Only non-blocked trunks are used to call a telephone number.

Abstract: A method and an apparatus for retrofitting and extending or upgrading an existing customer account servicing system to provide for automated handling and processing of both incoming and outgoing calls. A mainframe computer or host (16) contains customer or potential customer account records. A plurality of operator terminals (12) allow the operators to converse with the called or calling party and make changes to the customer account information via a data terminal (12a4). A system controller (11), trunk interface unit (10), operator terminals (12) and cross-point switch or PBX (13) provide a retrofit to an existing system, a mainframe computer (16), to provide for automated handling and processing of both incoming and outgoing calls. The system controller (11) and terminals (12) use the same command and data format structure as that already in use by the existing system and software or programs of mainframe (16).

Abstract: A method and an apparatus for direct and immediate updating of customer account information, handling inquiries, and initiating communications is disclosed. A mainframe computer (16) contains customer or potential customer account information such as customer name, customer telephone number, customer account code, customer order status, etc. Mainframe computer (16) sends batches of customer account information to a system controller (11) via a data controller (15). System controller (11) directs trunk interface units (10a-10d) to dial the customer's telephone number and monitor the status of the outgoing calls. The trunk interface units (10a-10d) advise the system controller (11) when an outgoing call has been answered and, if an operator is available at an operator terminal (12a-12j), the system controller (11) directs a switch (13) to connect the answered trunk (T1-T16) to the available operator terminal and sends abbreviated customer account information to the operator terminal.

Abstract: A telephone answering machine with digital storage of announcements and messages and enhanced message playback features. When an incoming call is detected the line is seized and a predetermined outgoing message is placed upon the telephone line. The outgoing message prompts the calling party to provide a telephone number, a priority code, or other information which can be input via a telephone DTMF keypad. The DTMF tones sent by the calling party are decoded and stored in a memory. When recalled by the user, the numbers corresponding to the DTMF tones are presented to the user as spoken words via a voice synthesizer. In addition, the machine is responsive to a set of commands which allows the user to play back the messages in chronological order or by a selected priority code, advance or backup to a particular message, and record a new outgoing message.

Abstract: An improvement to automatic answering and call forwarding features used in telephone communications which allows a user to remotely activate, modify, and deactivate these features. The improvement describes a transformerless means for coupling signals to and from the telephone line without compromising the operation of the telephone line. The apparatus employs a microprocessor controller (11) with memory (12), a tone encoder (15), a toner decoder (14), a voice synthesizer (16), a timer (13), a cassette interface (17), an RS232C interface (20), a switching matrix (21), and a line interface (22). Audio, pulse dial, and tone signals are routed among the components and the telephone line (51) by the switching matrix (21) and line interface (22). The line interface (22) provides a transformerless means for coupling signals to and from the telephone line (51) and also analyzes the status of, and signals present on, the telephone line (51).

Abstract: The invention relates to circuitry for providing and monitoring the status of telephones, especially those used in conjunction with advanced telephone answering machines, such as is also disclosed herein. The voltage on the extension line leading to the telephone set (termination device) is monitored to determine whether the telephone set is on-hook or off-hook. Also, a tone decoder monitors DTMF signals on the extension line. The telephone set, when off-hook, is normally connected to the subscriber line. However, if a predetermined digit is keyed into the telephone set, the telephone set will be disconnected from the subscriber telephone line and connected to a selectively actuable current source. The telephone set, being powered by the current source and being disconnected from the subscriber line, can then be used for the control and monitoring of the telephone answering machine. Also, the current source is protected against the application of the subscriber line voltage.

Abstract: An improvement to automatic answering and call forwarding features used in telephone communications which allows a user to remotely activate, modify, and deactivate these features. The improvement describes a transformerless means for coupling signals to and from the telephone line without compromising the operation of the telephone line. The apparatus employs a microprocessor controller (11) with memory (12), a tone encoder (15), a tone decoder (14), a voice synthesizer (16), a timer (13), a cassette interface (17), an RS232C interface (20), a switching matrix (21), and a line interface (22). Audio, pulse dial, and tone signals are routed among the components and the telephone line (51) by the switching matrix (21) and line interface (22). The line interface (22) provides a transformerless means for coupling signals to and from the telephone line (51) and also analyzes the status of, and signals present on, the telephone line (51).

Abstract: An improvement to automatic answering and call forwarding features used in telephone communications which allows a user to remotely activate, modify, and deactivate these features. The improvement describes a transformerless means for coupling signals to and from the telephone line without compromising the operation of the telephone line. The apparatus employs a microprocessor controller (11) with memory (12), a tone encoder (15), a tone decoder (14), a voice synthesizer (16), a timer (13), a cassette interface (17), an RS232C interface (20), a switching matrix (21), and a line interface (22). Audio, pulse dial, and tone signals are routed among the components and the telephone line (51) by the switching matrix (21) and line interface (22). The line interface (22) provides a transformerless means for coupling signals to and from the telephone line (51) and also analyzes the status of, and signals present on, the telephone line (51).

Abstract: An improved combination of a hardware and digital signal processing filter for detecting pick-up of a telephone call, solely through audio information on the telephone line. The apparatus employs a high gain band pass filter (28) with no automatic gain control, the output of which goes to a window comparator (30). The output from the window comparator (31) goes to a digital high pass filter (32) and from there to an integrator 37 for providing a digital output signal (40) indicative of the presence or absence on the telephone line of a signal exceeding a predetermined magnitude within the filter pass band. The digital signal is then processed by an intelligent digital filter having a set of predetermined threshold values of durations for states of the digital output signal, by which determinations of pick-up are made. The digital filter is adaptive and learns the durations high and low states of the digital output signal as they occur, subsequently checking for deviations from previously learned valid values.

Abstract: An improved combination of a hardware and digital signal processing filter for detecting pick-up of a telephone call, solely through audio information on the telephone line, is disclosed. The apparatus employs a high gain band pass filter (28) with no automatic gain control, the output of which goes to a window comparator (30). The output from the window comparator (31) goes to a digital high pass filter (32) and from there to an integrator 37 for providing a digital output signal (40) indicative of the presence or absence on the telephone line of a signal exceeding a predetermined magnitude within the filter pass band. The digital signal is then processed by an intelligent digital filter having a set of predetermined threshold values of durations for states of the digital output signal, by which determinations of pick-up are made.

Abstract: A multiplexed liquid crystal display arrangement including a back plane (241) driven by a signal (212) derived from a common clock signal (200). The clock signal on the back plane is also provided to one input of an EXCLUSIVE OR gate (245b) the other input of which is the incoming multiplexed data. A second clock signal (211) drives the multiplexing counter (141) which in turn drives the address lines (221) of an analog multiplexer (138). Each segment of a multi-segment liquid crystal display having the common back plane (241) has attached thereto a capacitor (C1 through C64) acting as a temporary storage for the signals. A spike suppression flip-flop (247) is used to disable the multiplexer during changes on the address lines in order to suppress output spikes which occur during such changes. The period of the spike suppression pulse is selected to be short with respect to the on period of each segment in the multiplex timing.

Abstract: A data distribution system for a private branch telephone exchange for providing information to a plurality of PBX stations. Two embodiments (serial and parallel) including addressable stations are shown. Memory devices driving a plurality of displays at each station are updated in response to command signals from a controller preceded by the station address. Each station may communicate with the controller and transmit keyed-in signals or information reflecting station availability. A novel multiplexed LCD, switching matrix bypass upon controller failure circuit, and bus protection circuit upon remote power supply failure are also shown.