Abstract: A contact center interface is provided by co-operation between a search engine and a contact center. A search query entered by a user into the search engine is passed to the contact center and the contact center determines from the search terms an appropriate skillset to deal with that user query, returning to the search engine a link enabling the user to initiate a direct communications session to a live agent or queue having that skillset expertise, thereby bypassing interactive voice response sessions which are normally required to ascertain the nature of a query. By providing multiple search options to the user, the user is empowered to select the best skillset, and the accuracy of future searches can be improved.

Abstract: A method of providing access to a network of contact centres comprises providing contact links on one or more web pages which when activated initiate contacts to the contact centres. The network addresses associated with the links and to which the contacts are automatically directed are dynamically specified in the web pages and are obtained from a database. The database is dynamically updated in response to statistical updates received periodically or continually from the individual contact centres. In this way the contacts can be directed in advance to the most appropriate destination without having to evaluate each contact as it enters the contact centre network, thereby reducing processing time and delays.

Abstract: Participants who are in communication with a communications system can be placed in contact with one another by assigning each participant an agent profile allowing contact requests to be assigned to that participant in the capacity of an agent. One participant submits a contact request having details which can be matched against agent profiles, and that contact request is queue based on its content. A match is made between the contact request and a second participant by assigning the requests in the queue to participants whose agent profiles are matched with the queue. The second participant is thereby offered the opportunity to respond to the contact request in the capacity of an agent. It will be appreciated that rather than providing an unstructured environment (such as a free-for-all discussion forum), the method of the invention provides a way for a group of interested participants to respond to requests submitted by one another and to route such requests to a suitable and competent member of the group.

Abstract: Information is received identifying a geographic location of an access point in a radio access network. Access information is assigned and communicated to the access point, and the access information and the geographic location information is communicated to an access terminal. The access terminal identifies the access point as a preferred access point, including its geographic location. The access terminal receives information identifying its own geographic location, and when the access terminal is near the access point, the access point is used to access the network. The access point receives information identifying its geographic location and communicates the geographic location information to a configuration server. The access point receives access information from the configuration server and provides access terminals access to the network using the access information.

Abstract: In a radio access network in which a first access terminal uses a first access point to access the network and a second access terminal uses a second access point to access the network, interference is reduced in communications between the first access terminal and the first access point by adjusting signal power levels of the second access terminal without requiring coordination between the first and second access points.

Abstract: Participants who are in communication with a communications system can be placed in contact with one another by assigning each participant an agent profile allowing contact requests to be assigned to that participant in the capacity of an agent. One participant submits a contact request having details which can be matched against agent profiles, and that contact request is queue based on its content. A match is made between the contact request and a second participant by assigning the requests in the queue to participants whose agent profiles are matched with the queue. The second participant is thereby offered the opportunity to respond to the contact request in the capacity of an agent. It will be appreciated that rather than providing an unstructured environment (such as a free-for-all discussion forum), the method of the invention provides a way for a group of interested participants to respond to requests submitted by one another and to route such requests to a suitable and competent member of the group.

Abstract: Calls made using the session initiation protocol (SIP) are augmented by exchanging data in the form of messages between terminals where the message content is defined by items of information expressed as uniform resource indicators (URIs). The receiving terminal can extract and process such information based on the semantic information in URI format.

Abstract: A method and system are provided for generating statistical information from input data relating to the operation of a monitored system over time. The monitored system is preferably a contact center or call centre. The method involves pegging input data relating to the operation of the system over a finite time interval and storing this pegged data in a record so that the contents of the record are identifiable according to the finite time interval to which the data relates. This pegging is repeated continually resulting in a large number of records being stored, each containing data relating to a short time interval. The pegged data from the revelant records can then be used multiple times in a variety of statistical threads or windows rather than having each statistical thread engine peg the information it requires separately.

Abstract: A checksum calculator employs a tree structure of reduction stages to process words of a checksum data array. The number of words in the checksum data array is compared to the number of words each of the reduction stages might process. If the number of words in the checksum data array is greater than the number of words that the highest level reduction stage might process, then a portion of the checksum data array is processed, remaining words of the checksum data array are appended to the processed portion, and the process is repeated. If the number of words in the checksum data array is less than or equal to the number of words that the highest level reduction stage might process, then the checksum data array is processed by the lowest level reduction stage that can process the entire checksum data array.

Abstract: The present invention provides a reduction checksum generator for calculating a checksum value for a block of data. In one embodiment, the reduction checksum generator includes a reduction unit having a plurality of reduction stages and configured to pipeline a plurality of segments of the block of data through the plurality of reductions stages to reduce the plurality of segments to at least two segments. The reduction checksum generator also includes a checksum unit configured to generate a one's complement sum of the at least two segments and invert the one's complement sum to produce the checksum value. In addition, a method of calculating checksum value using reduction for a block of data and a parallel reduction checksum generator are also disclosed.

Abstract: A telephony exchanges allows terminating equipment to indicate whether a telephone call is public, where the telephone conversation may be heard by more than one person at a remote end of a call, or private, where a person at the remote end of a call employs, for example, a handset or a headset. A calling party can restrict a called party from holding a call in a public mode if so desired either before or during the call and is provided through their terminating equipment with an up-to-date graphical display, textual display or physical indication of the status of whether the called-party is operating in a public mode. The called party may also be provided through their terminating equipment with an up-to-date graphical display, textual display or physical indication that they should not put a call on speaker, if the calling party has so decided.

Abstract: A method of providing access to a network of contact centres comprises providing contact links on one or more web pages which when activated initiate contacts to the contact centres. The network addresses associated with the links and to which the contacts are automatically directed are dynamically specified in the web pages and are obtained from a database. The database is dynamically updated in response to statistical updates received periodically or continually from the individual contact centres. In this way the contacts can be directed in advance to the most appropriate destination without having to evaluate each contact as it enters the contact centre network, thereby reducing processing time and delays.

Abstract: The invention allows a calling party who fails to get through to a called number and is diverted to a mailbox to set-up automatic re-dialling of the number. This entails the calling party's phone ringing the called number periodically for a pre-determined period of time, as defined by a user or within a PBX. The call is allowed to ring for a time less than the time at which the call would normally be diverted to the mailbox for the called number. Thus, the call rings for as long as possible without entering the mailbox. The invention thus enables a person to establish a call easily without cluttering the mailbox for the called number.

Abstract: A spindle clamp supports a supplemental or kiddie stair rail by clamping onto mutually adjacent stair rail support spindles. In one embodiment, the clamp holds a conventional stair rail support bracket. A kit of parts includes a plurality of such spindle clamp supplemental stair rails supports.

Abstract: An accessory kit for a portable bending brake allows bends and rebends to be made in elongated sheet-metal workpieces. The bending brake with which the kit is used has an elongated bed, a clamp which bears against the bed, and a bending apron hinged to the bed around a hinge axis. The kit includes at least one mandrel holder which bears a curved mandrel such as a pipe, and which holds the curved mandrel with its forward surface before the hinge of the apron. The kit also includes an apron fill piece and an auxiliary apron, which has a curved surface normally located below the support plane of the bed.

Abstract: An interface for translating signals from a ISDN terminal to an analog telephone terminal including apparatus for separating ISDN signals into control and data signals, apparatus for utilizing the control signals to generate tone signals for transfer to a telephone line, apparatus for translating the digital control signals into signals controlling the transfer of data from digital to analog form, apparatus for translating digital signals in ISDN format into analog signals under control of the apparatus for translating the digital control signals into signals controlling the transfer of data from digital to analog form, apparatus for translating control signals in analog tone format to digital signals for controlling the transfer of signals to an ISDN terminal, apparatus for using the control signals for controlling the transfer of data from analog to digital form, and apparatus for translating analog signals into digital signals in ISDN format under control of the digital signals for controlling the transfer