Abstract: There are disclosed techniques for handling emergency calls in an electronic device, such as a mobile telephone. For example, in one embodiment, upon receipt of a request at the user-interface of the device to terminate an emergency call, the device first requests confirmation that the call should be terminated. In another embodiment, once the emergency call is terminated, if an incoming call request is subsequently received within a predetermined period of time, the device establishes a voice connection with the incoming caller regardless of whether the device is instructed to establish the voice connection. In another embodiment, once the emergency call is terminated, the device remains operable to receive a subsequent incoming call regardless of whether the device is instructed otherwise.

Abstract: There are disclosed techniques for handling emergency calls in an electronic device, such as a mobile telephone. For example, in one embodiment, upon receipt of a request at the user-interface of the device to terminate an emergency call, the device first requests confirmation that the call should be terminated. In another embodiment, once the emergency call is terminated, if an incoming call request is subsequently received within a predetermined period of time, the device establishes a voice connection with the incoming caller regardless of whether the device is instructed to establish the voice connection. In another embodiment, once the emergency call is terminated, the device remains operable to receive a subsequent incoming call regardless of whether the device is instructed otherwise.

Abstract: A method and apparatus are provided for setting up a voice call between a client and one of a plurality of agents of an organization. The method includes the steps of detecting a contact request associated with the client determining a communication system address of the client based upon the detected contact request transferring a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents selecting an agent of the plurality of agents and forming a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent.

Abstract: A method and apparatus are provided for maintaining and improving a performance level of an agent performing a plurality of tasks. The method includes the steps of providing a performance threshold for each task of the plurality of tasks, measuring a performance parameter of the agent in completing each of the plurality of tasks and training the agent when the measured performance parameter of the agent in performing a task exceeds the respective performance threshold of the task for each task of the plurality of tasks.

Abstract: A method and apparatus are provided for obtaining information over the internet. The method includes the steps of uploading a search agent from a searching terminal to a website to be searched and executing the uploaded steps of the search agent at the website to provide a search result. The method further includes the step of downloading the search result to the searching terminal.

Abstract: A method and apparatus are provided for obtaining audio information through the Internet by agents of an automatic call distributor situated at a plurality of remotely located terminals. The method includes the steps of transmitting a sign-on request from a first terminal of the plurality of remotely located terminals to a server of the automatic call distributor through the Internet notifying the server that an associated agent of the first terminal is ready for receiving calls, retrieving a universal resource locator of a web file server containing the audio information needed by the associated agent of the first terminal, said web file server being located on a second terminal of the plurality of remotely located terminals and downloading the audio information through the Internet from the web file server specified by the universal resource locator to the first terminal.

Abstract: A method and apparatus are provided for setting up a voice call between a client and one of a plurality of agents of an organization. The method includes the steps of detecting a contact request associated with the client determining a communication system address of the client based upon the detected contact request transferring a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents selecting an agent of the plurality of agents and forming a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent.

Abstract: Method and apparatus for configuring agent log-off reasons in connection with an automatic contact distribution (ACD) system. An organization operating an ACD system can define any number of agent log-off reasons, which can be configured for individual agents, for groups of agents, or system-wide. These custom-defined reasons can be incorporated in historical reports and in real-time displays regarding schedule adherence. These custom-defined reasons can be changed at any time. In addition, the order in which the reasons appear for selection by an agent can be changed at any time, and can be reordered automatically in accordance with different algorithms.

Abstract: A method and apparatus are provided for obtaining information over the internet. The method includes the steps of uploading a search agent from a searching terminal to a website to be searched and executing the uploaded steps of the search agent at the website to provide a search result. The method further includes the step of downloading the search result to the searching terminal.

Abstract: A method and apparatus are provided for obtaining audio information through the Internet by agents of an automatic call distributor situated at a plurality of remotely located terminals. The method includes the steps of transmitting a sign-on request from a first terminal of the plurality of remotely located terminals to a server of the automatic call distributor through the Internet notifying the server that an associated agent of the first terminal is ready for receiving calls, retrieving a universal resource locator of a web file server containing the audio information needed by the associated agent of the first terminal, said web file server being located on a second terminal of the plurality of remotely located terminals and downloading the audio information through the Internet from the web file server specified by the universal resource locator to the first terminal.

Abstract: A method and apparatus are provided for maintaining and improving a performance level of an agent performing a plurality of tasks. The method includes the steps of providing a performance threshold for each task of the plurality of tasks, measuring a performance parameter of the agent in completing each of the plurality of tasks and training the agent when the measured performance parameter of the agent in performing a task exceeds the respective performance threshold of the task for each task of the plurality of tasks.

Abstract: A method for increasing a relative efficiency of an automatic data processing system involving a processing sequence of a plurality of event types. The method includes the steps of measuring event activity of each event type of the plurality of event types and ordering the processing sequence of at least a first set of the event types of the plurality of event types based upon the measured event activity.

Abstract: An apparatus and method is provided for structuring a database of an automatic control system for common access by a third party software application and an automatic control system application of the automatic control system the database being generated using a set of database modeling tools. The method includes the steps of defining a set of parameters for the database and implementing the database for the set of parameters under a standard query language using the modeling tools. The method further includes the steps of generating a set of database headers using the modeling tools; and compiling an object code for the automatic control system application and third party software application using the database headers.