Abstract: A virtual contact center system includes facilities for delivering voice authentication prompts upon callback to a CSR who has logged in via a computer link. More particularly, in an illustrative embodiment of the present invention a voice response unit (VRU) provides a voiced sequence of random characters to a CSR under the control of a contact control server. Upon receipt of the sequence, the CSR seeking authentication keys in the same or a related character sequence for delivery over the computer link to the contact control server. When the keyed sequence from the CSR is received at the contact control server in an expected form, the CSR is determined to be authentic. In appropriate cases, either or both of the voice prompt from the contact control center VRU or the keyed character sequence from the CSR may be encrypted to further raise the certainty of authentication.

Abstract: A virtual contact center (VCC) system includes facilities for full participation by a VCC monitor in a transaction between a customer and a customer service representative (CSR) using virtual network computing (VNC) techniques. A second display system remote from a first computer system actively views and controls the computing desktop at the first computer. Thus, one or more virtual contact center monitors can simultaneously view a CSR desktop, including windows containing merchant applications. Moreover, use of VNC programs permits a monitor to directly control the selection, display, data entry and interaction with such merchant applications and customer in exactly the same manner, and to the same extent, as a CSR.

Abstract: A calibration adaptor for a gas sensing device having a gas entry port therein includes a base piece having a gas entry port therein which is fixedly attached to a surface of the gas sensing device, and provided with means for releasably retaining the base piece in a first position in which the gas entry port of the gas sensing device is open to detect ambient gases, and means for moving the attached base piece to a second position in which the gas entry port of the base piece is aligned with the gas entry port of the gas sensing device, and controls entry of gas into the gas entry port of the gas sensing device. A calibration gas source may be attached to the gas entry port of the base piece.

Abstract: A method for creating secure command-language-based services in the context of a graphical-based services system. The method includes the steps of creating a structured representation of the command-language-based service by using information entered by a service creator via a first user interface; registering the command-language-based service with a generic service provider, the generic service provider being a software module that provides command-language-based services as part of the graphical-based services system; and creating a second user interface corresponding to the command-language-based service created.

Abstract: A method and apparatus for providing intelligent paging services is disclosed. A server receives a paging request from a customer. The page request may be, for example, a telephone call initiated by the customer from a telephone. The server then determines the identity of the customer who initiated the page request and (if necessary) the condition which prompted the identified customer to initiate the page request. The identity and condition information is then used to identify a predetermined list of one or more parties who should be contacted on behalf of the customer and how they should be contacted. Examples of the contact methods the server may execute include making a telephone call to a designated number via a public switched telephone network (PSTN), sending a page to a designated pager via the PSTN, and/or sending an electronic mail (e-mail) message to an Internet protocol (IP) addressable device via an IP network.

Abstract: A system and method for providing PBX-like functionality at a remote office location utilizes a remote office platform interposed between a data communications network and the conventional office PBX. A remotely located individual (such as a telecommuter) can “log in” to the remote office platform and, once the individual is authenticated, the platform can “push” a graphical user interface emulating a PBX station set to the remote employee's personal computer. As the individual activates the various PBX-like features (by “clicking” on a particular button on the screen) a command is returned to the remote office platform and ultimately communicated to the office PBX to affect the desired result (e.g., call transfer, hold, conference, etc.). Inbound traffic to the office PBX destined for the remote individual will be immediately forwarded by the PBX to the remote office platform to be communicated to that person's “soft phone” on the personal computer.

Abstract: A data network-based teleconferencing platform is implemented to allow individuals to set up and control conference calls over the conventional voice network, even individuals without direct access to a teleconference-enabling element (such as a PBX switch). A network-controlling server (such as a CTI server), in conjunction with a web server, are located in the data network and used to interface between the individual and a conventional conference element (such as a PBX switch). The web server responds to data commands from the indvidual to set up a conference call, and may use directory listings stored in a data base at the platform to retrieve the necessary call set-up information. The call set-up information is then sent from the web server to the CTI server, which translates this information into telecommunication commands and forwards the commands to the PBX switch, where the PBX switch then sets up the call in its usual fashion.

Abstract: A communications system is designed to prevent premature termination of the sequencing process for sequencing calls by a) disabling voice mail features for all calls in the sequence, except for the last call in such sequence and b) insuring that the sequencing subscriber is available to personally answer the sequencing call at each telephone number in the sequence to which such sequencing call is completed.

Abstract: A poison resistant combustible gas sensing element, a method for its production and a method for determining poisoning of the element. The element includes an electric heating element, an inner layer coated on the electric heating element and containing a precious metal catalyst supported on a porous oxide, the precious metal catalyst catalyzing combustion of a combustible gas to be detected by the element, and an outer layer overlaying the first layer, and containing a catalytic compound capable of trapping gases which poison the precious metal catalyst, the catalytic compound being supported on a porous oxide.

Abstract: The systems and methods described herein allow a user to perform localized searching from a standard web browser. In particular, the systems and methods of this invention use a two-prong approach to accomplish both a dynamic breadth-first crawl search and a contextualize index search to generate search results. The search results are then assembled in a unified results page and displayed to a user.

Abstract: A docking station for use with an environmental monitoring instrument to provide predictive diagnostic information. The docking station is connected, typically via the Internet, to a remote service center, and exposure data, calibration data and diagnostic data are communicated from the instrument to the docking station and from the docking station to the service center. Mathematical analysis of the collected data from all available sources is performed at the service center and predictive warnings are generated to alert the users of potential instrument faults, thus allowing preemptive maintenance. The analysis methods include principle component analysis and other statistical methods, fuzzy logic and neural networks. This docking station can be used with monitoring instruments for water quality, pollution control, indoor air quality and breathing air quality.

Abstract: A job management apparatus for use in a batch job execution system is provided. The job management apparatus includes a client communications part which receives a batch job from a client, an extracting part which extracts a task from the batch job, and an assigning part which receives signals from the service providers and delegates a task to a service provider who is capable of performing such task. The job management apparatus is in communication with a job database which stores the batch job after it is received from the client. At least one provider manager is in communication with the job management apparatus and in communication with the service providers which monitors the tasks as they are being performed on a service provider and provides status information about the task to the job management apparatus. The service providers are configured to output signals to the job management apparatus requesting work.

Abstract: The method and apparatus of the present invention identifies the logical components of a message, determines the conversational relationships among messages and then structures and formats the core components into a single document to facilitate efficient assimilation of the structure and content of the contained conversations. The message analysis technique delineates the material to be retained and omitted using a combination of a recursive descent analyzer and a single weighted finite state machine for the core process.

Abstract: A method and system for reducing background noise during a telephone call. When a caller begins dialing a telephone number, the system receives an ambient noise level measured near the caller's telephone. The system then computes an inverse noise waveform, which corresponds to the received ambient noise level. The inverse noise waveform is then transmitted along the same telephone line used by the completed call. The inverse noise waveform reduces the ambient background noise from the caller's location for the duration of the telephone call.

Abstract: The present invention provides a centralized messaging service method and apparatus in which a message is sent to each of a subscriber's messaging services. When a sending party wishes to leave a message for a receiving party, the sending party activates his/her user device and enters the access number for the centralized message service. The centralized message service receives the communication signals from the sending party which include a receiving party identifier and the message to be sent. The centralized message service then retrieves profile information from a database corresponding to the messaging services of the receiving party based on the receiving party identifier entered by the sending party. The centralized message service then forwards the message to a portion of the receiving party's messaging services based on the profile information retrieved from the database.

Abstract: A method and apparatus is provided for updating the telephone number in a subscriber's profile to the telephone number at the subscriber's current location based on a revertive call. When a revertive call is received by a system from a subscriber, the subscriber's number is identified and compared to a default number in the subscriber's profile. The call is connected and the system checks whether the telephone number is the same as the number stored in the subscriber's profile. If the subscriber's number is different than the number stored in the subscriber's profile, after the call is terminated, the system queries the subscriber as to whether the subscriber would like to have calls forwarded to his or her current telephone number for a particular length of time.

Abstract: Call center functions are provided to a plurality of remotely located customer service representatives (CSRs) via a data network, such as the Internet. Each CSR station includes a telephone and a computer. Separate log-in procedures for the computer and the telephone improve system security. Incoming calls are routed to an available CSR. A call control server provides call control pages that include a set of clickable commands (e.g., transfer, hold, conference, speed-dial buttons, and the like) and telephone digits to CSR computers that allow CSRs to remotely control telephone calls. A merchant server can also provide a merchant application page to CSR computers to allow CSRs to process customer calls.

Abstract: A paging service decides whether a subscriber may be paged, or is busy and should not be paged, depending on the subscriber's location. The subscriber's location is either transmitted by his 2-way pager, or determined by determining the identity of the cell site used to relay the pager's signal. The status corresponding to a cell site may be fixed, or may vary with a schedule or subscriber preference information stored in a memory.

Abstract: An oxygen sensor based on a metal-air cell, typically a commercially available zinc-air battery of the type used in hearing aids. The cell, which admits oxygen to generate electric current at its cathode is disposed in a mechanical housing which restricts the flow of oxygen to the cell, and is connected to an electrical circuit which provides a variable resistance load, the load increasing as current flow through the circuit decreases, to prevent hydrogen evolution at the cathode. Current flow through the cell is measured, and is proportional to oxygen concentration.

Abstract: The present invention is a controlled vapor/solid reaction process for the synthesis of samples of bulk compositions with a structure defined by the homologous series HgBa.sub.2 Ca.sub.n-1 Cu.sub.n O.sub.2n+2+.delta. [Hg-12(n-1)n] with n=2, 3, . . . with up to 75 to 90% Hg-1212 and 65 to 75% Hg-1223 by volume, which display sharp superconducting transitions up to 135 K.