Abstract: A system and method are provided for routing data base information obtained in an automated Internet message response to a subsequently selected live agent. An electronic workforce identifies the customer, pulls customer identification, pulls a record on the customer, provides information requested by customer, and permits the customer to select a live agent, provides the live agent number to determine the network identification number. Accordingly, the live agent receives data base information on a customer at the time the live agent begins conversation with the customer.

Abstract: A computer-based information exchange system permits customers to request and receive different types of information from various sources. The operation of the system is controlled by an application created using object oriented techniques. These techniques permit simple and straightforward creation and modification of complex automation tasks involving numerous action-object pairs.

Abstract: An automated telephone call response system and method are provided for routing data base information obtained in an automated telephone call response to a subsequently selected live agent. A voice response unit receives caller identification information from a caller, retrieves a record on the caller based on the identification information, provides information requested by caller, permits the caller to select a live agent, and provides the live agent number to determine the network identification number. Accordingly, the live agent receives data base information on a caller at the time the live agent begins conversation with the caller.

Abstract: An automated telephone call response system and method are provided for routing data base information obtained in an automated telephone call response to a subsequently selected live agent. A voice response unit receives caller identification information from a caller, retrieves a record on the caller based on the identification information, provides information requested by caller, permits the caller to select a live agent, and provides the live agent number to determine the network identification number. Accordingly, the live agent receives data base information on a caller at the time the live agent begins conversation with the caller.

Abstract: A computer-based information exchange system permits customers to request and receive different types of information from various sources. The operation of the system is controlled by an application created using object oriented techniques. These techniques permit simple and straightforward creation and modification of complex automation tasks involving numerous action-object pairs.

Abstract: Method for centralized monitoring of activity in a distributed processing system which permits a monitor to decipher the relative time sequence of events which occur in the distributed processing system. The method includes the step of generating information which can be used to decipher the relative time sequence of events, which information is appended to activity status messages, and the step of transmitting this information, along with the activity status messages, to the monitor.

Abstract: A network has a plurality of devices connected together in pairs. When a physical connection between a pair of devices is initiated, the devices exchange information regarding a unique device identifier, and details of the physical connection. This information is provided in a report to a network manager. When a failure occurs on the network, the connection information is used to locate the failure.

Abstract: Method and apparatus for permitting host applications processors to read information from and/or to write information into a database which is stored at a switching machine which interfaces with the host applications processors. The information relates to a caller and the database record for the caller is maintained as long as the caller has an ongoing telephone call at the switch.

Abstract: Method and apparatus to enable a PBX or CBX to receive ANI and DNIS information and to provide this information to customer business applications. One embodiment discloses a trunk adapter 20 that includes an ISDN primary or basic interface 20A that receives ANI and/or DNIS information from a network provider's switch. The trunk adapter, in response to answer supervision, employs DTMF signals to outpulse this information, via a novel protocol, over a T1 interface, through a PBX 14 to a VRU 14A. The VRU 14A subsequently provides the ANI and/or DNIS information to a Host data processor 12. The PBX 14 is essentially "transparent" to the DTMF tones that are used to convey the ANI and DNIS information from the trunk adapter 20 to the VRU 14A. In another embodiment the network provider's switch directly provides the ANI and/or DNIS information via DTMF in accordance with the novel protocol.

Abstract: Method and apparatus for processing a telephone call to suspend the call in anticipation of resuming the call at a time in future. A system 10 is disclosed of the type having a plurality of telephones 18 managed by a CBX 14 and a plurality of display terminals 16 managed by a Host processor 12. The CBX 14 is communicatively coupled to the Host processor 12. A caller is prompted to enter information expressive of a time when the caller desires to resume a call and this information is stored. Other information previously obtained from the caller is also stored in anticipation of resuming the call. At the time specified by the caller the call is reestablished and is directed to a telephone 18 associated with an agent. The other information previously stored is recalled and displayed to the agent, thereby providing the agent with a complete record of the information gathered up to the time that the call was suspended.

Abstract: Apparatus and method for providing an on-site 800 number customer-made determination of a further action to be taken in response to a caller dialing an 800 number associated with the 800 number customer. A system 10 includes apparatus for receiving from an 800 number network provider Host processor 26 information expressive of an occurrence of a caller having dialed an 800 telephone number. The system 10 further includes apparatus for determining at a customer's Host processor 12 an action to be taken in response to the caller having dialed the 800 telephone number. The system also includes apparatus for transmitting from the customer's Host processor to the network provider's Host processor 26 information expressive of the determined action to be taken in response to the caller having dialed the 800 telephone number. The information received by the customer's Host processor includes an identification of the caller as provided by the caller's billing telephone number.

Abstract: In many business applications, data about a client is created and entered on an agent's data terminal during a teleconference with the client. Often, it is necessary to transfer the client to a specialist during the course of the conversation. This invention describes a method of selecting the optimal phone extension, based on balancing agent load, from a group of phones to transfer the call and the data terminal information associated with the call to. A Computerized Branch Exchange (CBX) is used to transfer the call and pass a host program the phone source extension and the destination extension for the transfer. The host program looks up the source and destination extensions in a phone to terminal file and determines the network address of the data terminals involved and transfers the appropriate host application terminal display to invoke a transfer of display information.

Abstract: In many business applications, data about a client is created and entered on an agent's data terminal during a teleconference with the client. Often, it is necessary to transfer the client to a specialist during the course of the conversation. Alternatively, it is necessary to allow multiple parties to access information together to respond to a client's needs. This invention describes a method of sharing the call and the data terminal information associated with the call with a plurality of phone extensions and their associated data terminals. This capability facilitates shared access to information. A plurality of Computerized Branch Exchangers (CBX) are joined via a network means to facilitate the transfer of the call and pass a host program the phone source extension and the destination extension for the transfer.

Abstract: In many business applications, data about a client is created and entered on an agent's data terminal during a teleconference with the client. Often, it is necessary to transfer the client to a specialist during the course of the conversation. This invention describes a method of transferring the call and the data terminal information associated with the call to any available phone extension with an associated data terminal. A plurality of Computerized Branch Exchanges (CBX) are joined via a network means to facilitate the transfer of the call and pass a host program the phone source extension and the destination extension for the transfer. The host program looks up the source and destination extensions in a phone to terminal file and determines the network address of the data terminals involved and transfers the appropriate host application terminal display to invoke a transfer of display information.

Abstract: In many business applications, data about a client is created and entered on an agent's data terminal during a teleconference with the client. Often, it is necessary to transfer the client to a specialist during the course of the conversation. This invention describes a method of transferring the call and the data terminal information associated with the call to any available phone extension with an associated data terminal. A Computerized Branch Exchange (CBX) is used to transfer the call and pass a host program the phone source extension and the destination extension for the transfer. The host program looks up the source and destination extensions in a phone to terminal file and determines the network address of the data terminals involved and transfers the appropriate host application terminal display to invoke a transfer of display information. The host application sends the data terminal information to the destination data terminal display in conjunction with the transferred phone call.

Abstract: An apparatus for interconnecting switching modules, such as PBXs, of the time division multiplexing type is disclosed. An intertie termination unit is employed which allows signals to be effectively routed through the modules without using the primary TDM bus within the modules. The modules are interconnected in a carousel arrangement which provides substantial economic and reliability advantages over hierarchical architecture and over systems employing a combination of direct links and buses.

Abstract: A distributed CBX system which provides a virtual network between remotely located CBXs is disclosed. The CBXs are connected to both a voice network and a packet network. A first CBX may interrogate a second CBX to determine, by way of example, the status of a called station at the second CBX over the packet network. The second CBX not only provides the status of the called station but also provides, if the called station is clear, the number of a free incoming line at the second CBX. In this manner, the first CBX can place a call to both an available line and station at the second CBX. Alternatively, because of facility availability or tariff structures, the call may be originated over common carrier facilities in the reverse direction originating over common carrier facilities from the called party end.

Abstract: A queuing technique for message communication systems having a plurality of caller handsets and multiple tariff communication links.In response to toll call requests, the lowest tariff links are scanned for availability. If no such link is available, a request is stored in a finite time, fixed storage queue, and the lowest tariff links are repeatedly scanned for availability. If no such link becomes available within a predetermined maximum time period, or if the number of requests stored in the queue exceeds a predetermined maximum number, the next lowest tariff links are scanned and the caller handset corresponding to the oldest stored request is connected to an available one of such links. If none of the next lowest tariff links are available, the oldest caller is connected to one of the regular tariff links.A second queue may be added between the next lowest tariff link group and the regular tariff link group to provide serial tandem queues or serial concatenated queues.