Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for facilitating engagement with a plurality of agents in a contact center. In a particular embodiment, a method provides detecting a log-in/out event for a first agent of the plurality of agents operating a first agent system of a plurality of agent systems to a communication distribution system configured to distribute communications with the contact center among the plurality of agent systems. In the communication distribution system, the method provides determining that the first agent system should communicate with a second agent system of the plurality of agent systems and initiating a first communication between the first agent system and the second agent system.

Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for facilitating engagement with a plurality of agents in a contact center. In a particular embodiment, a method provides detecting a log-in/out event for a first agent of the plurality of agents operating a first agent system of a plurality of agent systems to a communication distribution system configured to distribute communications with the contact center among the plurality of agent systems. In the communication distribution system, the method provides determining that the first agent system should communicate with a second agent system of the plurality of agent systems and initiating a first communication between the first agent system and the second agent system.

Abstract: The system for remote and non-visual detection of illumination device operation which is operational to identify the operational state of individual illumination devices. This is accomplished by placing the unit under test in a steady state operating condition during the burn-in and/or environmental stress testing process. The illumination devices are individually selected and operated during the test and the operational state of the selected illumination device determined. The determination of the operational state of the illumination device is effected by measuring the incremental change in power drawn by the unit under test resulting from the activation of the selected illumination device. An anomaly in the measured change in power consumption is indicative of a failure mode for the selected illumination device.

Abstract: The system for assuring proper acoustic connection of a device under test to a test fixture generates an audible test signal external to the telephone handset-acoustic coupler interconnection to test the efficacy of the coupling of the telephone handset to the acoustic coupler of the test fixture. In particular, when the telephone handset is mounted in the acoustic coupler of the test fixture, this acoustic coupling should substantially block all audio signals that are present external to the acoustic coupler-telephone handset interconnection, from reaching the audio detector that is located in the acoustic coupler of the test fixture. Failure to substantially block the external audio signals indicates the inefficient mounting of the telephone handset in the test fixture.

Abstract: The dynamic test unit presents the operator with a dynamically changing visual representation of the voice terminal under test and its present state. This visual representation provides the operator with an enhanced visual comparison of voice terminal under test with the virtual representation to verify both the type of voice terminal under test and its present state. By providing a visual representation of the voice terminal under test, only minimal operator training is required and the test facility interface is made language independent. The dynamic test unit can also display visual images of the signals that are applied to the voice terminal under test and the signals received therefrom to enable the operator of the test facility to precisely analyze the operation of the voice terminal under test.

Abstract: The automated voice terminal protocol identification system automatically identifies the nature of the voice terminal that is connected to the voice terminal test facility in a manner that ensures that neither the voice terminal nor the voice terminal test facility is subject to damage. This is accomplished by the application of a predetermined set of low potential test signals to the voice terminal under test, which set of low potential test signals is selected to elicit a response from the voice terminal under test that accurately identifies the protocol used by the voice terminal under test. If the result of this first test is inconclusive, successive set(s) of non-damaging test signals are applied to the voice terminal under test to precisely determine the type of voice terminal, prior to the application of the test sequence.