Abstract: Layered ceramic coatings in which some layers contain porosity as described as are methods for producing such coatings. The different layers have different compositions and/or are applied under different conditions. As applied, some of the layers have a Zone I structure and some have a Zone II/III type structure (as defined by Movchan). Heat treatment can be used to increase the porosity in the Zone I structure layers.

Abstract: A ceramic material has particular utility as a thermal insulating or thermal barrier coating on metallic substrates. The ceramic material includes gadolinia and zirconia, preferably forming gadolinia-zirconia oxide. The material may include fluorite and pyrochlore structure. This material exhibits chemical stability, thermal stability and thermal insulating properties superior to those of currently used thermal barrier ceramics, and also provides resistance to sintering and erosion comparable to currently used ceramics. A preferred material has between about 5-60 mol. % gadolinia.

Abstract: Pest-resistant molybdenum disilicide alloys containing rhenium. The addition of rhenium results in the formation of a thin protective oxide layer that suppresses pesting disintegration.

Abstract: A new family of ceramic materials is identified having particular utility as thermal insulating or thermal barrier coatings on metallic substrates. The ceramic materials have a pyrochlore structure and are typified by the composition A2B2O7 where A and B are various ions and O is oxygen. A may have a positive charge of 3+or 2+and B may have a positive charge of 4+or 5+. These materials are characterized by having chemical stability, thermal stability and thermal insulating properties superior to those of currently used thermal barrier ceramics. An example pyrochlore material is lanthanum zirconate.

Abstract: A new family of ceramic materials is identified having particular utility as thermal insulating or thermal barrier coatings on metallic substrates. The ceramic materials have a pyrochlore structure and are typified by the composition A2B2O7 where A and B are various ions and 0 is oxygen. A may have a positive charge of 3+ or 2+ and B may have a positive charge of 4+ or 5+. These materials are characterized by having chemical stability, thermal stability and thermal insulating properties superior to those of currently used thermal barrier ceramics. An example pyrochlore material is lanthanum zirconate.

Abstract: An article having an improved thermal barrier coating is disclosed. The article includes a superalloy substrate, and an adherent alumina layer generated on the substrate surface. The article also includes a layer of ceramic material forming a columnar grain, thermal barrier coating on the alumina layer. The coating is composed of a generally homogeneous mixture of two materials, such as yttria and ceria and preferably at least about 5 w/o yttria, balance, ceria. The article may also include an intermediate ceramic bond coat, such as a layer of yttria strengthened zirconia, to enhance the adherence of the thermal barrier coating.

Abstract: A ceramic material has particular utility as a thermal insulating or thermal barrier coating on metallic substrates. The ceramic material includes gadolinia and zirconia, preferably forming gadolinia-zirconia oxide. The material may include fluorite and pyrochlore structure. This material exhibits chemical stability, thermal stability and thermal insulating properties superior to those of currently used thermal barrier ceramics, and also provides resistance to sintering and erosion comparable to currently used ceramics. A preferred material has between about 5-60 mol. % gadolinia.

Abstract: A new family of ceramic materials is identified having particular utility as thermal insulating or thermal barrier coatings on metallic substrates. The ceramic materials have a pyrochlore structure and are typified by the composition A.sub.2 B.sub.2 O.sub.7 where A and B are various ions and O is oxygen. A may have a positive charge of 3.sup.+ or 2.sup.+ and B may have a positive charge of 4.sup.+ or 5.sup.30. These materials are characterized by having chemical stability, thermal stability and thermal insulating properties superior to those of currently used thermal barrier ceramics. An example pyrochlore material is lanthanum zirconate.

Abstract: A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center using a variety of scheduling criteria. Monitoring schedules for the service representatives may be based on monitoring periods having scheduling criteria, such as a time interval, a scheduling rule, a number of calls, a monitoring length, a random indicator, call type information, agent performance level information, call traffic information, and others. The method and system record a customer call if the scheduling criteria of the associated monitoring period is met.

Abstract: Layered ceramic coatings in which some layers contain porosity as described as are methods for producing such coatings. The different layers have different compositions and/or are applied under different conditions. As applied, some of the layers have a Zone I structure and some have a Zone II/III type structure (as defined by Movchan). Heat treatment can be used to increase the porosity in the Zone I structure layers.

Abstract: A method is disclosed for generating a ceramic coating on a superalloy substrate. A first constituent of the coating and a second constituent of the coating are provided separate from one another, and preferably within a sealed chamber that has been evacuated. The first constituent and the second constituent are heated and evaporated to generate a first evaporant and a second evaporant, and form a vapor flux. The flux is then condensed on the article to generate the coating.

Abstract: A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center by logging sessions. The logged sessions may be selectively played back based on a number of scheduling criteria, including time interval, a scheduling rule, a number of calls, a monitoring length, a random indicator, call type information, agent performance level information, call traffic information, and others. The method and system plays back those portions of the logged sessions that meet the scheduling criteria.

Abstract: A system is provided for transferring a voice component and a data component of a service call. The system includes a first call distribution circuit which receives a service call comprising a voice component. A first voice instrument and a first contact control server are coupled to the first call distribution circuit. The first voice instrument receives the voice component. The first contact control server generates a data component related to the voice component. A first workstation, coupled to the first contact control server, receives the data component. A second call distribution circuit receives the voice component in an ISDN-supported transfer call via a first communication path from the first call distribution circuit. The ISDN-supported transfer call specifies an identifier associated with the first voice instrument. The second call distribution circuit determines the identifier from the ISDN-supported transfer call.

Abstract: A method and system permit monitoring the performance of a call center agent or similar service representative in servicing calls in a call center by determining an interval within which to monitor the service representative's performance in responding to calls, as well as by determining a number of calls or length of time for monitoring the representative within the interval. The invention automatically and randomly determines the precise time within the interval for monitoring the agent for a pre-determined period of time or for a pre-determined number of calls and records the performance of the service representative at the automatically and randomly determined time with or without notification to the agent. The recorded performance may then be listened to and annotated by a call center supervisor.

Abstract: A method and system permit monitoring the performance of a call center agent or similar service representative in servicing calls in a call center by determining an interval within which to monitor the service representative's performance in responding to calls, as well as by determining a number of calls or length of time for monitoring the representative within the interval. The invention automatically and randomly determines the precise time within the interval for monitoring the agent for a pre-determined period of time or for a pre-determined number of calls and records the performance of the service representative at the automatically and randomly determined time with or without notification to the agent. The recorded performance may then be listened to and annotated by a call center supervisor.

Abstract: This invention permits transferring calls along with data that identifies, for example, the caller's name, pertinent account information, any transaction information acquired prior to the need to transfer the call and why the caller is being transferred between a plurality of call centers. The method and system of the invention, therefore, coordinate a voice component and a data component of a call to transfer the call from a first call center across a communication path such as a switching network to a second call center. The first call center includes the necessary network control circuitry to direct an associated switching network to transfer to the second call center the voice component of the call together with an identifier for uniquely identifying the call. The identifier may be generated using DNIS and/or ISDN protocol principles. The method and system also generate and direct a transfer screen from the first call center to the second call center.

Abstract: A system for integrating a plurality of call center agent subsystem modules to assist a call center agent in efficiently responding to customer calls includes a workstation that has a central processing unit for interfacing the call center agent with a call distribution system. Within the workstation, there are a plurality of modules that are integrated in a way that significantly improves the call center agent's ability to provide completely responsive and efficient service to customers. The integrated modules of the present invention deliver at a single place under the control of the call center agent voice, data, and images by which the agent can completely service a customer call.

Abstract: This invention permits transferring calls along with data that identifies the caller's name, pertinent account information, any transaction information acquired prior to the need to transfer the call and why the caller is being transferred between a plurality of call centers. The method and system of the invention, therefore, coordinate a voice component and a data component of a call to transfer the call from a first call center across a communication path such as a switching network to a second call center. The first call center includes the necessary network control circuitry to direct an associated switching network to transfer to the second call center the voice component of the call together with an identifier for uniquely identifying the call. The identifier may be generated using DNIS and/or ISDN protocol principles. The invention also generates and directs a transfer screen from the first call center to the second call center. The unique identifier also attaches to the transfer screen.

Abstract: A method and system permit monitoring the performance of a call center agent or similar service representative in servicing calls in a call center by determining an interval within which to monitor the service representative's performance in responding to calls, as well as by determining a number of calls or length of time for monitoring the representative within the interval. The invention automatically and randomly determines the precise time within the interval for monitoring the agent for a pre-determined period of time or for a pre-determined number of calls and records the performance of the service representative at the automatically and randomly determined time with or without notification to the agent. The recorded performance may then be listened to and annotated by a call center supervisor.

Abstract: A method is taught for modifying the coefficient of thermal expansion of a molybdenum disilicide matrix material, so as to permit preparation of refractory metal fiber reinforced matrices having improved high temperature strength, creep resistance, toughness, and resistance to matrix cracking during thermal cycling.