Abstract: A call center application program allows a call center administrator to access, view, and edit data across multiple applications used by multiple customer interaction systems of the call center. The application program is adapted to retrieve data from a plurality of different applications and systems, consolidate redundant data, and display the data to a user, enabling a single unified view of resources across call center applications. Changes can be made to the data application program, which in turn propagates the changes to the individual call center applications, eliminating the need for the user to manually change the data in each individual application.

Abstract: A method and apparatus are provided for presenting structural relationships in an automatic contact distribution system. The method includes the steps of defining a plurality of structural elements within the automatic contact distribution system, selecting a structural element of the automatic contact distribution system as a root element, identifying any related elements of the plurality of elements that together with the selected element affect contact handling within the automatic contact distribution system and displaying the root element and related elements along with an indicia of the relationship between the root element and related elements.

Abstract: A system and method of using voice to access information in a call center is disclosed. Providing a voice response server to handle requests from local and remote administrators allows a call center to be managed even when administrators are physically distant from the call center. The voice response server may adhere to VoiceXML to process requests for call center information from administrators.

Abstract: A method and apparatus are provided for presenting structural relationships in an automatic contact distribution system. The method includes the steps of defining a plurality of structural elements within the automatic contact distribution system, selecting a structural element of the automatic contact distribution system as a root element, identifying any related elements of the plurality of elements that together with the selected element affect contact handling within the automatic contact distribution system and displaying the root element and related elements along with an indicia of the relationship between the root element and related elements.

Abstract: A call center application program allows a call center administrator to access, view, and edit data across multiple applications used by multiple customer interaction systems of the call center. The application program is adapted to retrieve data from a plurality of different applications and systems, consolidate redundant data, and display the data to a user, enabling a single unified view of resources across call center applications. Changes can be made to the data application program, which in turn propagates the changes to the individual call center applications, eliminating the need for the user to manually change the data in each individual application.

Abstract: A method and apparatus are provided for routing a plurality of different types of Internet messages within a host to a plurality of agents. The method includes the steps of determining the message type of each of the plurality of different types of Internet messages and inserting a message type identifier into a packet of each message type of the plurality of different message types. The method further includes the steps of routing the packets to an Internet message distributor and distributing the messages within the Internet message distributor to the plurality of agents based upon the inserted message type identifier.

Abstract: A method and apparatus are described for providing enterprise information to a client through a call center of the enterprise. The method includes the steps of detecting an identity of the client based upon call associated information received through a call connection between the client and the call center, presenting the client with a plurality of options based upon the identity of the client and presenting the client with enterprise information based upon a selected option of the plurality of options.

Abstract: A method and apparatus are described for providing a graphical user interface for a plurality of users under a predetermined format substantially controlled by an employer of the plurality of users. The method includes the steps of disposing a proxy server between the plurality of users and an information resource used by at least one user of the plurality of users and converting information exchanged between the predetermined format substantially controlled by the employer of the user and a predetermined format of the information resource.

Abstract: The method and apparatus is for converting messages and responses between different formats in a communication system. The method may have in one embodiment the following steps: providing at least one plug-in that implements at least one message format conversion in the communication system; assigning the at least one plug-in to a handicapped agent; and activating the at least one plug-in for the respective handicapped agent for converting received messages in a first format to a second format and for converting responses in the second format to the first format. The apparatus implements the method.

Abstract: A method and apparatus are provided for processing a call with a client detected by a call center to an agent of the call center. The method includes the step of providing a call object for the call, collecting attributes of the call within the call object, associating an agent object with the call object and displaying client data to an agent of the call center based upon a view process of the associated agent object.

Abstract: The method and apparatus is for converting messages and responses between different formats in a communication system. The method may have in one embodiment the following steps: providing at least one plug-in that implements at least one message format conversion in the communication system; assigning the at least one plug-in to a handicapped agent; and activating the at least one plug-in for the respective handicapped agent for converting received messages in a first format to a second format and for converting responses in the second format to the first format. The apparatus implements the method.

Abstract: A method and apparatus are provided for allocating resources within a call center based upon a predetermined business rule of an enterprise controlling the call center. The method includes the steps of analyzing records from a plurality of call transactions based upon the predetermined business rule, recognizing a correlation among the call transaction records based upon the predetermined business rule and adjusting a resource of the call transactions based upon the recognized correlation and predetermined business rule.

Abstract: A method and apparatus for processing calls in a call processing center provided for support of enterprise activities of an organization. The method includes the steps of receiving a query about the enterprise activities of the organization from a caller through the call center, translating the query into voice extensible mark-up language, forming an answer to the translated query within an artificial intelligence engine and providing the determined answer to the caller.

Abstract: A method and apparatus are provided for routing a plurality of different types of Internet messages within a host to a plurality of agents. The method includes the steps of determining the message type of each of the plurality of different types of Internet messages and inserting a message type identifier into a packet of each message type of the plurality of different message types. The method further includes the steps of routing the packets to an Internet message distributor and distributing the messages within the Internet message distributor to the plurality of agents based upon the inserted message type identifier.

Abstract: A method and apparatus are described for providing a graphical user interface for a plurality of users under a predetermined format substantially controlled by an employer of the plurality of users. The method includes the steps of disposing a proxy server between the plurality of users and an information resource used by at least one user of the plurality of users and converting information exchanged between the predetermined format substantially controlled by the employer of the user and a predetermined format of the information resource.

Abstract: A method and apparatus are provided for processing a call with a client detected by a call center to an agent of the call center. The method includes the step of providing a call object for the call, collecting attributes of the call within the call object, associating an agent object with the call object and displaying client data to an agent of the call center based upon a view process of the associated agent object.

Abstract: A telecommunication system for transmitting customer data corresponding to a customer, to an agent of an automatic call distributor (ACD) is described. The ACD is connected to the telecommunication system through a public switched telephone network (PSTN). The telecommunication system includes a customer data processor configured to maintain two way communication between the customer and the agent of the ACD, where the customer data processor stores and processes customer data provided by the customer. A data encrypter operatively coupled to the customer data processor encrypts the customer data. The customer data processor transmits the encrypted customer data to the ACD upon receiving a predetermined signal. A customer data interpreter is operatively coupled to the ACD and receives and decrypts the encrypted customer data to facilitate presentation of the customer data to the agent.

Abstract: A method and apparatus are provided for allocating resources within a call center based upon a predetermined business rule of an enterprise controlling the call center. The method includes the steps of analyzing records from a plurality of call transactions based upon the predetermined business rule, recognizing a correlation among the call transaction records based upon the predetermined business rule and adjusting a resource of the call transactions based upon the recognized correlation and predetermined business rule.

Abstract: A method and apparatus are described for providing enterprise information to a client through a call center of the enterprise. The method includes the steps of detecting an identity of the client based upon call associated information received through a call connection between the client and the call center, presenting the client with a plurality of options based upon the identity of the client and presenting the client with enterprise information based upon a selected option of the plurality of options.