Abstract: A business method and system is provided for reporting routing transactions using business strategy and tactics information. In one embodiment, a contact center evaluator, a routing rules engine and a business rules evaluator are provided. Information may be input into the contact center evaluator from a contact center and to the business rules evaluator from a business system. Further, a routing engine is provided and reports are generated based on business information and decisions made for routing a call or transaction.

Abstract: A method and apparatus are provided for assigning a plurality of agents to a plurality of contacts. The method includes the steps of providing an ordered list of agent preferences for each contact of the plurality of contacts, providing an ordered list of contact preferences for each agent of the plurality of agents and assigning an agent of the plurality of agents to a contact of the plurality of contacts based upon the preferences lists of both the contact and agent.

Abstract: The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method.

Abstract: A method and apparatus are provided for processing a contact with a client of an organization. The method includes the steps of a contact processing resource of the organization detecting a contact with the client through a first communication channel operating under a first communication format, the contact processing resource generating an information request based upon the contact with the client, transferring the information request to a media server of the organization and the media server sending an information response to the client through a second communication channel operating under a second communication format.

Abstract: The method for and system or apparatus for forecasting future communication transaction traffic from a customer include the steps of or structure for: collecting communication channel data on at least first and second communication channels; performing a numeric transformation to the data; calculating a discrete choice probability for each communication channel; and forecasting future period usage values for a user on a communication channel.

Abstract: A method and apparatus are provided for operating a data protocol telephone that is used in a call for exchanging voice information between a first party human user of the data protocol telephone and a second human party to the call at least partially through the Internet.

Abstract: A method and apparatus are described that provides status information within a communication system. The method includes the steps of providing a resource list in an instant messaging registration server for a registration entity, where said resource list includes a status indicator and system address for each resource within the resource list and where at least one resource of the resource list is a synchronous device, receiving a status registration message providing the status of the synchronous device for entry into the resource list and providing the resource list to a requesting entity.

Abstract: In one embodiment, a method for providing optimal transaction routing for data packets through a network on a plurality of logical pipes includes assigning each data packet to one of the plurality of logical pipes, with each logical pipe having an assigned numerical service level, and associating a numerical priority-usage level to each of the data packets. The method then includes establishing a threshold return-time-out (RTO) amount for each logical pipe, and transmitting data packets from one of the logical pipes and evaluating a running estimate of round trip times (RTT) for the transmitted data packets from the logical pipe being serviced.

Abstract: A method and apparatus for collecting session information from a packet routing device. The method includes the steps of detecting a header packet of a communication session within a communication stream passing through the packet routing device where the communication stream contains packets from a plurality of users, comparing a type of the detected header packet with a list of headers that are to be collected and storing a message header of the header packet and only the message header in a file indexed by an identifier of the session when the header matches an entry within the list of headers to be collected.

Abstract: A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.

Abstract: A system and method can broadcast a plurality of instant messages, at substantially the same time, via a computer network to a plurality of recipients. The recipients can respond via the network to a human or an automated agent. A predetermined reply message can be sent if all agents are busy.

Abstract: A method and apparatus are provided for processing information within a computing system. The method includes the steps of detecting a contact with a client of an organization that operates and uses the computing system for its own internal business purposes, providing a processing application within the computing system for distributing the detected contact to one of a plurality of human agents of the organization based upon a context of the contact, where said provided processing application has been previously divided into a sequence of separated software modules based upon a predetermined criteria, locating each software module of the sequence of software modules within a set of computers of the computer system where the set of computers are interconnected via a network and sequentially activating the sequence of software modules of the processing application by performing a search over the network to locate and activate each software module to process and distribute the contact to the human agent.

Abstract: An improved system and method for monitoring the progress performed toward identified key business objectives. First, the objectives are defined and identified as tasks. Then, employees are assigned to each task and the employees are also defined as tasks. Sub key business objectives are assigned to each employee and are also identified as tasks. As data regarding the completion status of each task is entered into the system, a real time comprehensive report on the overall status of key business objectives is realized.

Abstract: Queue callback systems and methods handle scheduled callbacks to requesters in the absence of resources by providing a pre-established message soliciting the establishment of an alternate callback. Non-callback options can also be presented to the respective requester. Agents can also be organized in a plurality of queues, each of a selected size, to more effectively use callback resources.

Abstract: A method and apparatus are provided for presenting script to be followed by a telemarketer during a threaded conversation with a customer. The method includes the steps of recognizing a word content of a response of the customer to a first portion of the presented script and detecting key words and key words in context of the response. The method further includes the steps of evaluating the detected key words and key words in context to determine an information content, comparing the information content of the evaluated words with an information content of a plurality of expected customer responses and selecting the expected customer response with a closest relative match and following a script associated with the selected expected customer response of the customer as a second portion of the presented script.

Abstract: A method and apparatus are provided for processing a call with a client within an automatic contact distributor system. The method includes the step of providing a user agent application within a terminal of an agent of the automatic contact distributor system that functions as an interface for exchanging SIP commands and providing an agent state machine within the terminal of the agent that controls a plurality of call states of a connection of the call between the client and the agent where the agent state machine is different than the user agent application. The method further includes the steps of receiving a SIP INVITE by the user agent application from an automatic contact distributor of the automatic contact distribution system transferring the call from the automatic contact distributor to the agent and depicting a state of the plurality of states of the call on a display of the terminal based upon a logical state of the state machine.

Abstract: A method and apparatus are provided for adjusting a content of an oral presentation provided by an agent of an organization and perceived by a human target of the organization based upon an objective of the organization. The method includes the steps of detecting a content of the oral presentation provided by the agent and modifying the oral presentation provided by the agent to produce the oral presentation perceived by the human target based upon the detected content and the organizational objective.

Abstract: A method and apparatus are provided for presenting background sensory information to a call participant through a call connection. The method includes the steps of determining an identity of the call participant from call associated information and presenting the call participant with predetermined background sensory information through the call connection based upon the identity of the caller.

Abstract: A method and system (100) establishes voice communications between a computer operator (102) and an agent (104) of a business over a computer network, such as the Internet (108). Using an operator computer (106), the computer operator (102) views advertisements of the business' products or services on the Internet (108) via customized home pages (200). When the operator (102) wishes to order a product or ask additional questions about a product, the operator (102) activates a “call me” button (210). A return call screen (300) is then presented to the operator (102) with areas to insert a name (302), a telephone number (304) and a time to call (306). This information is packetized in a call request which is transmitted over the Internet (108) to a telephone switching system (112) associated with the business. The telephone switching system (112) subsequently dials the telephone number (304) at the time to call (306).

Abstract: The method and apparatus is for improving transactions in a communication system. The method including: dynamically monitoring a data session between at least one of first and second parties in a transaction in the communication system; and engaging a third party into the transaction as a function of the monitoring of the data session between the first and second parties. The apparatus implements the method.