Abstract: A bandwidth adjustment server (BWAS) (109) is provided which monitors system bandwidth usage, sends requests to terminals (102A, 102B and/or 106), to identify their coding capabilities, and directs each of the terminals to adjust their coding algorithms based on system bandwidth usage. If system bandwidth usage is high, the BWAS (109) requires the terminals to employ a less bandwidth intensive coding algorithm; similarly, when system bandwidth usage is low, the BWAS (109) will allow the terminals to employ higher bandwidth use coding algorithms.

Abstract: A web-based call center and a method for its operation include multiple agent and customer terminals connected to a web server. The agent terminals and the customer terminals include a web browser for accessing web documents from the web server and annotation plug-in software for recording and replaying static and dynamic annotations on web documents. An HTML document registration tool formats web documents prior to storage on the web server, so that the web documents are formatted for annotation. An annotation server includes a database for storing annotated documents received from agent and customer terminals. Indexing software associated with the annotation server extracts key information from annotations received from customer terminals as part of callback requests. The extracted key information is indicative of a skills set which is required by an agent in order to handle the callback request. An ACD server utilizes the key information to route callback requests to qualified call center agents.

Abstract: A system for enabling music to be provided to callers placed on hold in a LAN network used for voice communications. Bandwidth consumption is minimized by ensuring that music-on-hold is provided in a manner that enables most necessary tasks to be executed by a client instead of a server. In specific embodiment, the music-on-hold system is configured to transfer a small application program or applet, having a music file and a media player, from the server to the client if necessary. Concurrently, a real time protocol (RTP) stream carrying music is used to provide music to the client from the server during the applet transfer to ensure that the held caller receives music at all times. The RTP stream is initially used to provide music to held callers.

Abstract: An automatic call distribution system utilizes a number of H.323 compatible devices. An automatic call distribution (ACD) server (52) interfaces with a computer telephony interface gateway (54) to route calls to agents or to a music/video server (56). Calls are received by a gateway and supplied to a gatekeeper that determines an IP address of the destination. The ACD server selects the destination in response to the number of agents available. In addition, customer calls can be received via e-mail, facsimile or the Internet. The call distribution system can instruct an agent to return an e-mail or facsimile message or to call a customer if desired. Calls from one H.323 device can be routed to another H.323 device by a third party application by sending a call control message to the device's application program interface that executes the message as if it were generated at the device itself.

Abstract: A telecommunications method and apparatus for sending non-protocol messages from a source to a remote phone terminal having a display includes converting the messages at the source into a format that is compatible with transmission via a signaling channel of a telecommunications line having at least one digital user data channel in addition to the signaling channel. For example, the telecommunications line may be an ISDN link. The formatted messages are visually displayed at the remote phone terminal. As examples, the messages may be menu options of an interactive voice response unit, facsimile documents of a facsimile server, or voicemail messages of a voicemail server.