Abstract: The present invention provides various contact center embodiments for interacting with customers using instant messaging. In one embodiment, the contact center is configured to receive instant message notifications from a customer when the customer is available for contact by instant messaging. In another embodiment, the contact center is configured to route sessionless instant messages only to a selected agent for a specified period of time. In another embodiment, the contact center is configured to provide to customers presence information for administered instant message addresses before the customers contact the contact center. In another embodiment, the contact center is configured to perform an outbound instant messaging campaign or alert with customers.

Abstract: In a call center (106) associated with a World-Wide Web site whose pages (121, 122) provide a call-request capability (115), the call center receives notifications of page hits and call requests from the Web server (103) and uses these notifications to determine a historical page hits-to-call requests ratio. It then uses the ratio along with current page-hit notifications to predict a volume of calls that will soon need to be handled by the call center and staffing the call center in anticipation of the predicted call volume. The notifications are further used in conjunction with knowledge of information about the content of the Web pages to predict what agent skills will be needed to handle the calls, and to staff agent splits accordingly.

Abstract: Apparatus for facilitating the transport and switching of synchronous and asynchronous digital data signals presented by data terminal or data communication equipments to a voice switching network such as a PBX advantageously without the use of modems. The clock rate of the PBX user's digital data is multiplied by a variable factor to define a synchronous transmission clock rate on a data link between a pair of interfaces, one locally connecting to the data terminal or data communications equipment and the other appearing as a port of the PBX switching equipment. The higher rate on the data link permits both the digital data as well as a control channel to be provided. Variations in the data terminal or data communications equipment clock rate do not affect the control channel. Variations in the voice sampling rate of switching modules serving different groups of ports through which the digital data is transported are accommodated.