Abstract: The invention provides a method and system for indefinitely queuing telephone calls in a call center independent of the telephone instrument deployed in the call center. The system includes a plurality of call center telephones, an Automatic Call Distributor (ACD) connected to the call center agent telephones and a Computer-Telephony Integration (CTI) link connected with a multi-call handling (MCH) server having multiple call handling (MCH) application and a data repository. Call center technicians create a first new route point and a second new route point in the ACD using the ACD's configuration program. A client application running on the MCH server monitors telephone calls to the plurality of call center agent telephones through the CTI link.

Abstract: A system and method for identifying a data record associated with a transferred telephone call which is not dependent on the hardware of the particular telephone network and systems involved. In the preferred embodiment, to transfer a telephone call from a first call center to a second call center, the application server of the first call center sends a transfer request which includes the data record associated with the telephone call and the destination directory number (DDN) to which the call is to be transferred by the application server of the second call center. The application server of the second call center responds by sending a transfer response which includes a Direct Inward Dialing (DID) telephone number selected from a pool of available members to be used to establish the call transfer. The application server of the second call center also stores a transfer coordination record which contains the data record, the DID number and the DDN.

Abstract: A facility for distributing transaction servers to process transactions of a number of different types is provided. The transaction types are organized into two or more priority levels ordered from highest to lowest. Each priority level has one or more transaction types. In the facility, a service level goal attribution system attributes a service level goal to each transaction type reflecting the level of service sought for transactions of the transaction type. An identification subsystem identifies transaction servers when they become available to process transactions. In response to each transaction server identified by the identification subsystem, a transaction server distribution subsystem assigns the identified transaction server to process a transaction of a type that needs an additional transaction server to meet its service level goal, and whose priority level is at least as high as that of any other transaction types that need an additional transaction server to meet its service level goal.

Abstract: A system and method for sharing a pool of agents in a telephone call servicing operation so that agents are utilized effectively. The telephones of a pool of agents are coupled to a number of dedicated inbound communication lines through an automatic call distributor (ACD). The telephones of another pool of agents is coupled to a number of dedicated outbound communication lines through an outbound dialer. The outbound agent telephones may be directly coupled to the outbound dialer, or may be coupled to the outbound dialer through the ACD. Alternatively, the agents may be in a single pool and all be available for servicing inbound and outbound calls. Agents are acquired from inbound call servicing to service outbound calls when the agent response indicator for inbound calls is below a predetermined threshold. Agents are acquired for outbound calling by placing an internal call from the outbound dialer through the ACD to an agent.

Abstract: In a Digital Data System (DDS) a method and apparatus for providing multipoint multiport service. Differences in time delays through the network are compensated by an alignment training wherein the delays from each remote station are measured at a Central station. The Central station determines how much delay to insert at each remote station and then instructs the remote stations to insert the delays. This allows all inbound data to be aligned in time so that when the data are combined within the network by the Multipoint Junction Units (MJU) data errors are not produced. Aligned frames are combined in the MJU operating in data mode in a logical AND operation so that marks transmitted by inactive ports are combined with data from active ports to produce a composite signal which is passed to the Central DSU.

Abstract: In a Digital Data System (DDS) a method and apparatus for providing multipoint multiport service. Differences in time delays through the network are compensated by an alignment training wherein the delays from each remote station are measured at a Central station. The Central station determines how much delay to insert at each remote station and then instructs the remote stations to insert the delays. This allows all inbound data to be aligned in time so that when the data are combined within the network by the Multipoint Junction Units (MJU) data errors are not produced. Aligned frames are combined in the MJU operating in data mode in a logical AND operation so that marks transmitted by inactive ports are combined with data from active ports to produce a composite signal which is passed to the Central DSU.

Abstract: An apparatus for providing passive bus communication in an ISDN without use of services of a central office uses an alternative error checking (CRC) technique for communication between devices on the passive bus. This alternate CRC is interpreted as an error at the central office so that local frames are discarded by the central office.

Abstract: An apparatus for providing passive bus communication in an ISDN without use of services of a central office includes a passive bus suitable for ISDN D-channel frame communication, the passive bus having an echo channel and having a plurality of terminal devices coupled to the passive bus. A receiving circuit is coupled to the passive bus for receiving D-channel frames containing a SAPI address transmitted from the terminal devices over the passive bus. A decoding circuit is coupled to the receiving circuit for decoding D-channel addresses transmitted from the terminal devices over the passive bus. The decoding circuit includes a circuit for determining if one of the D-channel frames from the terminal devices include a predetermined SAPI address. A switching circuit is coupled to and responsive to the decoding circuit, and implements a logical communication channel between two or more of the plurality of terminal devices when the D-channel frame includes the predetermined SAPI address.

Abstract: In a method and apparatus for transmitting data over either a DDS-I (74) or DDS-II (DDS-SC) network (34), a primary and secondary channel are accommodated preferably for providing both primary data capability and diagnostics for the network. Primary and secondary channel data are multiplexed with control information in a standard DDS-SC frame. The system timing circuitry is locked to the DDS data rate and means for providing encoding and decoding of bipolar violations is provided so that the digital service unit (DSU) is compatible with both types of digital data service. At power-up, a microcomputer (102) reads the DSU clock frequency and the voltage offset of operational amplifiers and provides adjustment through digital to analog converters (210,294).