Abstract: As mentioned above there is a need to provide software support in a simple and effective manner over long periods of time. At the same time there is a need to allow contact centers to route calls appropriately when those calls relate to complex software support queries. This needs to be achieved without requiring complex call routing methods and apparatus at the contact center. The present invention addresses these problems by using software error codes or the like to route calls in a contact center.

Abstract: A method of allocating bandwidth resources in a telecommunications network to which a plurality of devices are connected, involves the steps of: a) receiving from a first of the devices engaged in a call a suspend signal indicative that outgoing traffic from that device has been temporarily suspended, while the device remains engaged in the call; and b) upon receipt of the signal, allocating additional bandwidth to one or more other of the devices. The allocation of bandwidth can be carried out by one of the devices engaged in a call, or by a network bandwidth allocation device which oversees the bandwidth allocation used by each calling device and adjusts allocations dynamically as devices suspend and recommence their outgoing traffic. The adjustment of bandwidth allocation is preferably achieved by the device(s) switching codecs, and the suspend signals preferably result from the deactivation of transmissions in response to a voice activity detection unit in the first device.

Abstract: A method of operating a network device having a communications protocol stack for communication with other devices via a packet-based network, in which the protocol stack including at least a media access layer and one or more higher layers. The method includes the steps of: receiving a packet at the media access layer of the device; analysing said packet to identify a characteristic indicative that the packet includes a media access layer instruction; and upon identification of said characteristic, executing a procedure at the media access layer in accordance with the instruction contained in the packet without passing said packet to a higher layer.

Abstract: A communications management tool for a call center maintains a record of threads of communications of diverse media types (e.g. voice calls, emails and faxes) relating to particular issues, and analyses new communications to automatically identify possible matches with existing threads. In this way the efficiency of the agents at the center is increased and the management of the call center can be provided with data recording agent performance and efficiency in dealing with particular issues.