Abstract: In a telecommunications system that includes a plurality of user terminals and terminal translations that define attributes of the individual terminals, shared use of the terminals by a plurality of users, or use by a user of different ones of the terminals at different times, is facilitated. Each terminal's physical translations, which include for each terminal those attributes that are independent of the users of the terminal and which include a physical extension number, are associated with the corresponding terminals. Each terminal's default terminal translations, which include for each terminal those attributes that are dependent on the users of the terminal and which include a call-coverage path, also are associated with the corresponding terminals. Each user's logical translations, which include for each user those attributes that are independent of the terminals used by the user and which include a logical extension number and a call-coverage path, are associated with the corresponding users.

Abstract: Automatic Call Distribution (ACD) equipment is improved by matching the information needs of an incoming caller with the particular expertise of a telemarketing agent who handles such calls. Each incoming call is assigned up to three prioritized skill numbers that estimate skill requirements of the calling party. Each agent possesses up to four skill numbers that represent various particular abilities of that agent. Numbers 1 through 9 are used. Upon arrival of the incoming call, a search is made for a match between the first caller skill number and an available agent possessing that skill. If no match is found, a similar search is made with respect to the second caller skill number. After a predetermined delay, a search is made with respect to the third caller skill number. When a match is found, the incoming call is connected to the agent possessing that skill. The longer that an incoming call remains unanswered, the larger the pool of agents becomes that will be allowed to handle the call.

Abstract: The subject implied principal busy status indicator provides all covering users with an indication of the busy/idle status of the principal's line on a covered call. This is accomplished by equipping each covering user's telephone station set with a principal busy status indicator for every line appearance on the covering user's telephone station set. When a covered call is diverted from a principal's line to the covering user's telephone station set, the line appearance on which the covered call appears is lighted and the principal busy status indicator associated with the covering user's line appearance indicates the busy/idle status of the principal's line. The business communication system updates the state of the principal busy status indicator so the covering user knows when the called principal's line is idle.

Abstract: There is disclosed a communication system and operating method wherein the manner in which all telephone calls are displayed at a station set allows uniform user operations to originate and terminate those calls. This is accomplished by having all calls dynamically assigned to the same set of general call appearances (buttons on a multibutton station set). There are no call appearances that are dedicated to specific call types. This allows the station set user to perform the same set of operations on all calls by using the same sequence of physical operations independent of the type of call. Additionally, the system may reserve one call appearance button at a station set for special use.