Abstract: A technique is disclosed that enables a contact center to provide enhanced services to its agents. An agent server is interconnected with the automatic call distributor (ACD) and agent telephones of the contact center. The server intercepts messages sent by the ACD, which contain caller-provided data obtained by an interactive voice response system. When it is determined that the particular agent has access to both a telephone and a personal computer, the agent server draws a distinction in the information content of the received message. In doing so, the agent server provides the call initialization information in the message to the agent's telephone, and appears as if the information were coming from the ACD; additionally, the agent server provides the caller-provided data to the agent's personal computer. The personal computer is then able to execute a predetermined application, such as a display-oriented presentation application, based on the caller-provided data.

Abstract: A technique is disclosed that enables a contact center to provide enhanced services to its agents. An agent server is interconnected with the automatic call distributor (ACD) and agent telephones of the contact center. The server intercepts messages sent by the ACD, which contain caller-provided data obtained by an interactive voice response system. When it is determined that the particular agent has access to both a telephone and a personal computer, the agent server draws a distinction in the information content of the received message. In doing so, the agent server provides the call initialization information in the message to the agent's telephone, and appears as if the information were coming from the ACD; additionally, the agent server provides the caller-provided data to the agent's personal computer. The personal computer is then able to execute a predetermined application, such as a display-oriented presentation application, based on the caller-provided data.

Abstract: Systems and methods for permitting a contact center to provide enhanced services to its agents are described. An agent server is interconnected with the automatic call distributor (ACD) and agent telephones of the contact center. The server intercepts messages sent by the ACD, which contain caller-provided data obtained by an interactive voice response system. When it is determined that the particular agent has access to both a telephone and a personal computer, the agent server draws a distinction in the information content of the received message. In doing so, the agent server provides the call initialization information in the message to the agent's telephone, and appears as if the information were coming from the ACD; additionally, the agent server provides the caller-provided data to the agent's personal computer. The personal computer is then able to execute a predetermined application, such as a display-oriented presentation application, based on the caller-provided data.

Abstract: Systems and methods for permitting a contact center to provide enhanced services to its agents are described. An agent server is interconnected with the automatic call distributor (ACD) and agent telephones of the contact center. The server intercepts messages sent by the ACD, which contain caller-provided data obtained by an interactive voice response system. When it is determined that the particular agent has access to both a telephone and a personal computer, the agent server draws a distinction in the information content of the received message. In doing so, the agent server provides the call initialization information in the message to the agent's telephone, and appears as if the information were coming from the ACD; additionally, the agent server provides the caller-provided data to the agent's personal computer. The personal computer is then able to execute a predetermined application, such as a display-oriented presentation application, based on the caller-provided data.

Abstract: A technique is disclosed that enables a contact center to provide enhanced services to its agents. An agent server is interconnected with the automatic call distributor (ACD) and agent telephones of the contact center. The server intercepts messages sent by the ACD, which contain caller-provided data obtained by an interactive voice response system. When it is determined that the particular agent has access to both a telephone and a personal computer, the agent server draws a distinction in the information content of the received message. In doing so, the agent server provides the call initialization information in the message to the agent's telephone, and appears as if the information were coming from the ACD; additionally, the agent server provides the caller-provided data to the agent's personal computer. The personal computer is then able to execute a predetermined application, such as a display-oriented presentation application, based on the caller-provided data.

Abstract: A method for operating a conference assistance system is provided. The method includes receiving a conference code over a call established with an originating system, wherein the conference code is entered by a user over the call to initiate a conference session, and in response to receiving the conference code, identifying a conference system for the user. The method also includes upon identifying the conference system, initiating the conference session on behalf of the user with the conference system, and transferring the conference code to the conference system to authorize the conference session. The method further includes upon authorization of the conference session, connecting the conference system with the originating system to enable the conference session for the user.

Abstract: A method is provided in which a server is placed in the communication flow between a first communication terminal and a second communication terminal. The server executes connection preservation software which operates to keep the second communication terminal connected when the first communication terminal shuts down its communication software (e.g., VoIP application, etc.). Specifically, the connection preservation software transmits signaling that causes the connection to be transferred from the first communication terminal to a communication network node and vice versa.

Abstract: A method is provided for the preservation of communication sessions that are terminated unexpectedly. The present invention detects when an ongoing communication session is (or is about to be) terminated unexpectedly by a first communication session participant. And also, the present invention takes steps to preserve the disintegration of the communication session with respect to a second communication session participant.

Abstract: A technique is disclosed that enables a contact center to provide enhanced services to its agents. An agent server is interconnected with the automatic call distributor (ACD) and agent telephones of the contact center. The server intercepts messages sent by the ACD, which contain caller-provided data obtained by an interactive voice response system. When it is determined that the particular agent has access to both a telephone and a personal computer, the agent server draws a distinction in the information content of the received message. In doing so, the agent server provides the call initialization information in the message to the agent's telephone, and appears as if the information were coming from the ACD; additionally, the agent server provides the caller-provided data to the agent's personal computer. The personal computer is then able to execute a predetermined application, such as a display-oriented presentation application, based on the caller-provided data.

Abstract: A method for operating a conference assistance system is provided. The method includes receiving a conference code over a call established with an originating system, wherein the conference code is entered by a user over the call to initiate a conference session, and in response to receiving the conference code, identifying a conference system for the user. The method also includes upon identifying the conference system, initiating the conference session on behalf of the user with the conference system, and transferring the conference code to the conference system to authorize the conference session. The method further includes upon authorization of the conference session, connecting the conference system with the originating system to enable the conference session for the user.