Abstract: A system and method for providing hold queue prioritizing for a contact center includes an automated system and a contact receiver/director for connecting contacts to the automated system. A contact identifier obtains identifying information from each of the contacts connected to the system. A hold queue is coupled to the contact receiver/director for storing contact records associated with contacts connected to the automated system. A contact status identifier determines a connection status of each of the contacts in the hold queue and stores the connection status in the respective contact record for each contact. A contact-back identifier identifies a received contact-back by matching the contact identifying information associated with a contact to a contact record in the hold queue. The contact receiver/director selects a contact record with a “connected” connection status and connects the caller in the hold queue associated with the selected contact record to an available agent.

Abstract: A system and method for providing hold queue prioritizing for a contact center includes an automated system and a contact receiver/director for connecting contacts to the automated system. A contact identifier obtains identifying information from each of the contacts connected to the system. A hold queue is coupled to the contact receiver/director for storing contact records associated with contacts connected to the automated system. A contact status identifier determines a connection status of each of the contacts in the hold queue and stores the connection status in the respective contact record for each contact. A contact-back identifier identifies a received contact-back by matching the contact identifying information associated with a contact to a contact record in the hold queue. The contact receiver/director selects a contact record with a “connected” connection status and connects the caller in the hold queue associated with the selected contact record to an available agent.

Abstract: A method and apparatus are provided for operating a plurality of call center products. The method includes the steps of providing an enterprise administration server and disposing a respective terminal adapter between the enterprise administration server and each of the plurality of call center products. The method further includes the steps of a terminal adapter of a call center of the plurality of call center products receiving a database instruction from the enterprise administration server; the terminal adapter mapping a database instruction between a protocol of the enterprise administration server and a protocol of the call center product and the call center product executing the instruction.

Abstract: A method and apparatus are provided for transferring contacts among automatic contact distributors of an automatic contact distribution system. The method includes the steps of collecting information from a contact through an interactive voice response unit of a broker automatic call distributor of the automatic contact distribution system, incorporating the collected information into a SIP message, forking the SIP message from the broker automatic contact distributor to a plurality of other automatic contact distributors of the automatic contact distribution system and transferring the contact from the broker automatic contact distributors to one of the plurality of automatic contact distributors.

Abstract: A headset and adapter that converts between Voice Over Internet Protocol (VOIP) network of a contact center and an audio signal received and generated by an agent of the contact center wearing the headset is disclosed. A VoIP terminal receives and transmits VoIP instructions and application program interface instructions over a contact center network. An audio terminal receives an audio signal from a microphone and transmits an audio signal to a speaker. A processor of the adapter converts a received VoIP signal to the transmitted audio signal and converts the received audio signal to a transmitted VoIP instruction.

Abstract: A method and apparatus are provided for transferring contacts among automatic contact distributors of an automatic contact distribution system. The method includes the steps of collecting information from a contact through an interactive voice response unit of a broker automatic call distributor of the automatic contact distribution system, incorporating the collected information into a SIP message, forking the SIP message from the broker automatic contact distributor to a plurality of other automatic contact distributors of the automatic contact distribution system and transferring the contact from the broker automatic contact distributors to one of the plurality of automatic contact distributors.

Abstract: Generally, the invention is a device, method, and system for transferring a communication session from a first call center to a second call center. An exemplary system may have a first call center and a second call center. The first call center may have a first call management device, a call information posting device, and one or more agent communication terminals. The first call management device connects at least one telephone call from a customer to an agent communication terminal of the first call center. The call posting device produces a webpage of contact information associated with the customer. The second call center may have a second call management device different from the first call management device, a call information retrieving device, and one or more agent communication terminals. The call information retrieving device accesses the webpage.

Abstract: A device for reducing echo by controlling microphone and/speaker gain in a telecommunications system is disclosed. An exemplary embodiment of the device may have an echo detector, echo level detector, and a gain controller. The echo detector detects an echo in a transmitted audio communication signal. The echo level detector determines the volume level of the detected echo. The gain control may adjust the gain of a microphone transmitting and/or speaker broadcasting the audio communication signal based on the echo level detected. The gain control and echo cancellation may cooperate with each other.

Abstract: A method and apparatus are provided for operating a plurality of call center products. The method includes the steps of providing an enterprise administration server and disposing a respective terminal adapter between the enterprise administration server and each of the plurality of call center products. The method further includes the steps of a terminal adapter of a call center of the plurality of call center products receiving a database instruction from the enterprise administration server; the terminal adapter mapping a database instruction between a protocol of the enterprise administration server and a protocol of the call center product and the call center product executing the instruction.

Abstract: A headset and adapter that converts between Voice Over Internet Protocol (VoIP) network of a contact center and an audio signal received and generated by an agent of the contact center wearing the headset is disclosed. A VoIP terminal receives and transmits VoIP instructions and application program interface instructions over a contact center network. An audio terminal receives an audio signal from a microphone and transmits an audio signal to a speaker. A processor of the adapter converts a received VoIP signal to the transmitted audio signal and converts the received audio signal to a transmitted VoIP instruction.

Abstract: A system and method for providing an access code to an interested party who is engaging in communications with a call center agent over a communications line and directing the interested party to at least one source of information provided over a computer network. The interested party may make an inquiry or otherwise contact a call center via a telephone call or by inquiring over the internet. A web server or other system may itself determine that an interested party is in need of information or direction. Various embodiments of the invention envision that the source of information includes at least one web page, an on-line electronic chat session over the computer network, or automated navigation of a web site.

Abstract: A multi-path digital signal processor for use in a telephony system provides a first data path for interfacing to a local area network, a second data path for interfacing to a Versa-bus Modular Eurocard (VME) bus, and at least one third data path for interfacing to at least one pulse code modulation digital signal path. The Digital Signal Processor may transmit and receive data by any or all of these means to allow efficient data transfer and processing by the Digital Signal Processor in a telephony system.

Abstract: A multi-path digital signal processor for use in a telephony system provides a first data path for interfacing to a local area network, a second data path for interfacing to an industry standard computer backplane bus, and at least one third data path for interfacing to at least one time division multiplexed digital signal path. The Digital Signal Processor may transmit and receive data by any or all of these means to allow efficient data transfer and processing by the Digital Signal Processor in a telephony system.