Abstract: Systems and methods of routing calls may include receiving a plurality of calls, and for each of the plurality of calls, determining a threshold time that may be a maximum service time for the call, estimating an expected service time for the call, comparing the threshold time with the expected service time for the call, and assigning the call into one of a plurality of queues based upon the comparing. The method of routing may further include prioritizing the plurality of queues based upon the expected service time for each call in each of the plurality of queues, directing each call in a first queue of the plurality of queues to a first group of agents, and providing a callback prompt to each call in a second queue of the plurality of queues, wherein a priority of the first queue is higher than a priority of the second queue.

Abstract: Systems and methods of routing calls may include receiving a plurality of calls, and for each of the plurality of calls, determining a threshold time that may be a maximum service time for the call, estimating an expected service time for the call, comparing the threshold time with the expected service time for the call, and assigning the call into one of a plurality of queues based upon the comparing. The method of routing may further include prioritizing the plurality of queues based upon the expected service time for each call in each of the plurality of queues, directing each call in a first queue of the plurality of queues to a first group of agents, and providing a callback prompt to each call in a second queue of the plurality of queues, wherein a priority of the first queue is higher than a priority of the second queue.

Abstract: Systems and methods of routing calls may include receiving a plurality of calls, and for each of the plurality of calls, determining a threshold time that may be a maximum service time for the call, estimating an expected service time for the call, comparing the threshold time with the expected service time for the call, and assigning the call into one of a plurality of queues based upon the comparing. The method of routing may further include prioritizing the plurality of queues based upon the expected service time for each call in each of the plurality of queues, directing each call in a first queue of the plurality of queues to a first group of agents, and providing a callback prompt to each call in a second queue of the plurality of queues, wherein a priority of the first queue is higher than a priority of the second queue.

Abstract: Systems and methods of routing calls may include receiving a plurality of calls, and for each of the plurality of calls, determining a threshold time that may be a maximum service time for the call, estimating an expected service time for the call, comparing the threshold time with the expected service time for the call, and assigning the call into one of a plurality of queues based upon the comparing. The method of routing may further include prioritizing the plurality of queues based upon the expected service time for each call in each of the plurality of queues, directing each call in a first queue of the plurality of queues to a first group of agents, and providing a callback prompt to each call in a second queue of the plurality of queues, wherein a priority of the first queue is higher than a priority of the second queue.

Abstract: A content or document management system includes a content or document repository; a dedicated e-mail account; and a mail agent associated with the dedicated e-mail account. The mail agent processes a received e-mail message to determine a sender's identity; authenticates the identity of the sender and an authorization of the sender with respect to the content or document repository; parses, when a sender is authenticated and authorized, document request information from the e-mail message; and either stores a document to or retrieves a document from the content or document repository. The mail agent may authenticate the identity of the sender using a digital signature, or may authenticate the identity of the sender using an e-mail address in a FROM header field of the received e-mail message header. The mail agent may decrypt encrypted messages from the sender, and may sign and encrypt responses to the sender.

Abstract: A method and system for creating, updating, and displaying content on a plurality of paper and electronic signs is disclosed. A server receives and transmits content information that is associated with particular merchandise for the signs. The server transmits data for new signs and updates old signs automatically, either by directly changing the electronic display device, or by printing a new paper sign to a corresponding printer or CPU.

Abstract: A method and system for creating, updating, and displaying content on a plurality of paper and electronic signs is disclosed. A server receives and transmits content information that is associated with particular merchandise for the signs. The server transmits data for new signs and updates old signs automatically, either by directly changing the electronic display device, or by printing a new paper sign to a corresponding printer or CPU.

Abstract: A content or document management system includes a content or document repository; a dedicated e-mail account; and a mail agent associated with the dedicated e-mail account. The mail agent processes a received e-mail message to determine a sender's identity; authenticates the identity of the sender and an authorization of the sender with respect to the content or document repository; parses, when a sender is authenticated and authorized, document request information from the e-mail message; and either stores a document to or retrieves a document from the content or document repository. The mail agent may authenticate the identity of the sender using a digital signature, or may authenticate the identity of the sender using an e-mail address in a FROM header field of the received e-mail message header. The mail agent may decrypt encrypted messages from the sender, and may sign and encrypt responses to the sender.

Abstract: A method is provided by which private data are stored in a repository so that the information is inaccessible even to the owner of the repository. The repository facilitates providing access to the information to arbitrary users. The data are protected by being stored in encrypted form, the encryption taking place on the user's system using public key encryption. The data is shared in one of two ways: 1) on each request, by the owner's system decrypting the document and re-encrypting it using the requester's public key; or 2) over a period of time, by sharing a group private key with the requester by encrypting the group private key using the requester's public key. The repository facilitates both methods so that no direct communication between the owner's system and the users' systems is required.