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 large objective lens is placed in a highly eccentric orbit about the earth. The orbit and orientation of the lens are carefully chosen so that it focuses light or other radiation from a preselected astronomical object into an image which slowly moves across the surface of the earth. A row of optical sensing units is located on the surface of the earth so that the image focused by the orbiting objective lens will travel substantially perpendicularly across the row during an observation. Output data generated from the sensing units may be multiplexed and fed to a real time processor which produces display signals. Each of the sensing units provides one scan line of the image being observed. The display signals are fed to a suitable display device which produces a picture of the preselected astronomical object. The objective lens may comprise a large flexible Fresnel zone plate or a flexible convex lens carried by a bicycle wheel-type supporting structure.

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.