Abstract: A call recording system and method records telephone calls routed by a telephonic switch 104 to agents located at computer terminals 108. A call information circuit 110 associated with the telephonic switch 104 detects information, such as DNIS via a DNIS circuit 112 and/or information provided by the caller, relating to the telephone calls. The computer terminal 108 includes a recording device 114 which records the telephone calls based on the call information relating to the calls. The recordings of the calls are stored in a storage device 116. To facilitate later replaying a call, a call sequence indicator 118 attaches a call sequence number to a recording of telephone call. Alternatively, or in addition to, a call time indicator 118 attaches a time and day indicator to the recording based on when the call was received. An automatic recorder 122 automatically records specified telephone calls based on the call information.

Abstract: An announcement system 100 and method is provided which plays announcements recorded in the voice of an agent servicing a call routed by a telephonic switch 106 at substantially any time during the call. A call information circuit 136 detects information relating to the call, such as DNIS and ANI. This information is transmitted to a computer terminal 110 at which the agent is stationed and logged on. A CPU 120 may automatically select and play an announcement stored in a memory circuit 124 based on this information. Further, the agent may select and play an announcement at substantially anytime via an input device 112. The CPU 120 may select a particular announcement to play based on the time of day (morning, afternoon or evening) determined from a clock 130. An administrator system 128 permits an administrator to control the recording, storing and playing of announcements.

Abstract: An automatic call distributor (20) having a multiport switch (22) controlled by a central control unit (24) for interconnecting telephonic calls received from external telephonic units (28) of an external telephonic public switching network (30) with multiline internal telephonic units (32A-N) and for interconnecting telephonic calls from other internal telephonic units (32A-N) coupled with the call distributor (20), with a telephonic call holding system (25) for removing a hold placed on one of a plurality of lines representative of line keys (44A, 44B, 44C) of a multiline internal telephonic unit (32A) and for causing the central control unit (24) to automatically place another hold on another line of the internal telephonic unit (32A) in response to receipt of a signal from a basic rate line circuit (36) upon actuation of a key at the internal telephonic unit (32A) to remove the hold placed on the one of the plurality of lines representative of line keys (44A, 44B, 44C) of the internal telephonic unit (32A

Abstract: A telecommunication system (10) having a single automatic call distributor (12) with a multiport switch (14) controlled by a central control processing unit (16) and an associated memory (18) for selectively interconnecting telephonic calls between external telephonic units (20) of an external telephonic network (24) and internal telephonic units (26A, 26B, 26C, 26D) coupled with the multiport switch (14) with a multilink host computer call control interface system (25) having a plurality of host computers (32A, 32B, 32C, 32D) coupled to the automatic call distributor and logical link interfaces (36A, 36B, 36C, 36D) each having a pair of physical link lines (38A, 38B, 38C, 38D) which correspond to an associated host computer (32A, 32B, 32C, 32D) to enable communication between the single automatic call distributor (12) and the plurality of host computers (32A, 32B, 32C, 32D) to provide the host computers with control of call handling operations performed at the automatic call distributor (12).