Abstract: A call waiting processing system used in an ISDN network includes an originating terminal unit and a destination terminal unit. To reduce an inefficient load on the terminal units, resulting from an unacceptable call setting, the system is configured such that when the originating terminal unit is in a calling mode, provided that the destination terminal unit is in a busy mode, the originating terminal unit requests a notification of a waiting period available for call setting to the destination terminal unit. When the destination terminal unit receives a notification request for a waiting period from the originating terminal unit, it notifies the originating terminal unit of the waiting period.

Abstract: A network call center hosted by a network service provider has equipment and software for providing call center services to customers of the network service provider. In a preferred embodiment internal connection points in a telephony switching apparatus at the network call center are provided and assigned to agents of customer call centers. The connection points are characterized in that a remote agent, dialing one of the connection points, is connected to the network call center until the agent intentionally disconnects. The network center tracks remote agents by the fact of connection, and provides call center services to groups of agents associated with the remote call centers. Different services may be provided to different remote call centers, and the network center tracks activities and bills the local call centers.

Abstract: A call-management method and system for distributing calls to individuals, such as ACD agents, include storing a resume for each individual. In the preferred embodiment, each resume includes first data indicative of call-handling capabilities of the individual and includes second data indicative of preferences of the call-management system for particular individuals to process particular types of calls. When an inbound call is received or an outbound call is generated, the call is tagged with identification of abilities advantageous to processing the calls. Thus, the desired skills for a call may be correlated with either or both of the call-handling capabilities of the individuals and the call-management preferences. Again referring to the preferred embodiment, "tagging" each call is a step of associating a skill expression with each call and includes identifying two or more desired abilities for processing the call.

Abstract: A call record scheduling system for prioritizing call records for an outbound dialing system. Call records are downloaded to a call center record manager which preliminarily filters the records to select only certain records for a call campaign. Call records are then individually processed to produce a time range and priority for each call record to be dialed. This time range and priority are inserted into a priority table which may have more than one entry for each call record. A call record scheduler scans the priority table and selects call records to be downloaded to the outbound dialer to be presently dialed. The call record scheduler dynamically adjusts the priority table, including inserting and deleting priority table entries and changing the priority value. The present system allows control over when to place telephone calls during an ongoing telephone campaign, thereby increasing the likelihood of reaching the called party.

Abstract: An agent speech detector system 100 includes an agent terminal 112 which detects whether an agent speaks during a telephone call routed to the agent by a telephonic switch 102. An interface circuit 104 may interconnect the agent terminal 112 and the telephonic switch 102. A call begin circuit 216 detects the beginning of a telephone call and notifies a speech detector 218. The speech detector 218 monitors the voice of the agent until a call termination circuit 220 indicates that the telephone call has terminated. If the speech detector 218 detects that the agent did not speak during the telephone call, it notifies a communications circuit 222 which automatically transmits this information to a supervisor computer system 105.

Abstract: A service evaluator system and method for evaluating, based on DNIS numbers, incoming telephone calls routed through a telephonic switch, such as an automatic call distributor (ACD) 100 is provided. Supervisory personnel select one or more dialed number identification service (DNIS) numbers for evaluation via a supervisory terminal 108. A DNIS evaluator circuit 120 of the ACD 100 stores the selected DNIS numbers. When a DNIS incoming telephone call is received by the ACD 100, the DNIS evaluator circuit 120 collects the DNIS number transmitted with the call. The DNIS evaluator circuit 120 determines whether any of the selected DNIS numbers match the collected DNIS number. If one of the selected DNIS numbers matches the collected DNIS number, the supervisor is connected to the call, preferably in a nonintrusive manner.

Abstract: A telephone system provides dynamic inbound/outbound call management for a telemarketing campaign to automatically initiate outbound telephone calls for outbound agents, with outbound agents redesignated as inbound agents to answer inbound calls as needed according to at least one threshold of number or duration of waiting calls or number or duration of waiting inbound agents. Each agent's work area includes a telephone station having a display and an input device. The telephone stations are coupled to a server via a network, and the telephone system includes appointment and calendar functions with pop-up menus. The server is also coupled to an automatic dialer and to a private branch exchange. When the server assigns an outbound call to an outbound agent, the server sends information about the party called to the outbound agent's telephone station for display simultaneous with connecting the called party to the outbound agent.

Abstract: In a telecommunications network operable for routing calls such as 800 calls, to a plurality of customer destinations, a system allows the customer to configure the routing of calls by entering selected call routing criteria at a computer at the customer site. Selected information representative of the call routing criteria is then transmitted to a central processor system which then composes a set of call handling statements, also called time features, which the network then compiles into an executable routing scheme for routing calls.

Abstract: A communication system operative to retrieve communications from a plurality of calling parties by a called party at a plurality of selected secondary party locations, each having a corresponding Customer Premises Equipment (CPE) device and a communication address. The system includes a switch which is provided in electrical communication with the calling party CPE devices and secondary party CPE devices. The system may be adapted for use in both Advanced Intelligent Networks (AINs) and non-AIN arrangements. The system may similarly be provided with Automatic Call Distribution (ACD) architecture or, in specified AIN arrangements, with advanced functionality controlled by a properly interfaced Service Control Point (SCP). The system is operative to place the incoming communication on queue while notifying the secondary party, i.e., the intended recipient, of the communication.

Abstract: A transmit by-pass cable for use in a telephone system having a headset and an amplifier. The by-pass cable finds application in an automatic call distribution network having automatic log-on/log-off capability. The by-pass cable connects the amplifier to the receive pair while the transmit pair is connected directly from the terminal to the headset.

Abstract: A method of optimizing the scheduling of tasks may be used to schedule telephone contact attempts through an automated dialing system (20). The method includes receiving an account data file comprising account information for a plurality of accounts to be processed over a processing period. This processing period is divided into a plurality of contact attempt periods. The method also includes producing for each of the plurality of accounts an action result probability for each contact attempt period. The method also includes producing or determining a priority value for each of the accounts, determining a quantity of contact resources available over the processing period, and determining resource costs for each contact attempt. These quantities or values, along with the action result probability, represent parameters over which the scheduling may be optimized. Once the parameters are determined the method includes producing a contact attempt value for each account and each contact period.

Abstract: A system for incorporating a remote home agent in a call center is accomplished by the home agent dialing a telephony switch and the telephony switch terminating the home agent's incoming call to a first station side port of the telephony switch. This action provides a continuing connection between the telephony switch and the home agent until the home agent disconnects. Incoming calls selected to go to the home agent may then be switched to the established connection. In one embodiment a physical connection is established between the first station side port to which the home agent is first connected, and a second station side port. Incoming calls selected to go to the home agent are then connected to the second station side port, which is connected to the fist station side port.

Abstract: An automatic dialing apparatus includes a computer having a dialing control section. The computer issues an automatic dialing instruction to control the operation of the exchange. The dialing control section extracts the customer telephone number from the customer DB, calculates an optimum number of dialings and issues a dialing instruction to the exchange. The number of dialing calls is calculated based on the number of operators, the target operating efficiency, the number of operators in conversation, the number of operators in working, the number of calls during dialing and the responding rate. When the customer is in conversation or absent, the re-dialing is effected at a preset interval and by a preset number of times.

Abstract: A system and method for predictive dialing from a centralized or network based apparatus available to calling agents geographically separated from both the apparatus and other agents. A user communicates call management information via a network connection to a predictive dialing apparatus to configure the apparatus for the user's particular needs. Thereafter the apparatus may instigate a calling campaign unattended, utilizing technology such as interactive voice response, or upon calling agents connecting to the apparatus. Agents connecting to the apparatus do so utilizing various network connections and network elements. The apparatus communicates call management information as well as call statistics to the user via a network connection.

Abstract: A transaction processing system and method includes a transaction interface for conveying transactions; a memory for storing the transactions in a queue; and a processor. The processor includes an identifier generator for generating an identifier for each transaction in the queue; and a transaction controller for using the identifier to provide access by an agent to the transaction corresponding to the identifier. The transaction processing system and method provides for the management and processing of transactions including inbound and outbound telephone calls as well as other transactions such as electronic mail, voice mail, video calls, facsimile transmissions, data packets over the Internet, etc. Automatic source identification may be used, such as automatic number identification, for providing agents with available information of an inbound caller or message sender prior to handling such caller or sender for improved transaction processing.

Abstract: A monitoring system and method for substantially automatically monitoring active incoming telephone calls being routed through a telephone switch, such as an automatic call distributor (ACD). The monitoring system includes a timing circuit which measures the length of time of each of the active incoming telephone calls routed through the ACD. The length of time of the active calls are sent to an organizing circuit which organized the calls in order of decreasing duration. Each of the active calls are then monitored by decreasing duration at a supervisor telephone. Concomitantly, a display video circuit sends a unique identification code to a supervisor terminal uniquely identifying the agent who is handling the currently monitored call. The calls to be monitored are further defined by selecting a call exceed duration value. Until the length of a call exceeds or equals the call exceed duration value, the call is not monitored.

Abstract: A system and process for accepting, assigning, and delivering telephony communications data between computer telephony integration clients and stored program control point applications through a server-based virtual circuit management system. The virtual circuit management system includes an I/O Vector object array. Objects instantiate uniquely with logical identification properties, telephony data and a vector for data delivery to either clients or applications. The logical identification allows data managed by the virtual circuit management system to be persistent in both the source and destination systems. In this process, bytes of data are read into the object array from the server's operating system's input/output process. Object instances are created within the Vector object array through a process based upon the properties inherited from the data written from the I/O system.

Abstract: A method of management of resources in a multiple process system providing a list of resource owner identities, storing in an owner list the identity of at least one process with a resource which the at least one process has a right to operate, and allowing only a process listed with a resource to use the resource.

Abstract: A method of operating a network by sharing resources associated with various classes among calls in the various classes according to a state dependent reservation parameter. Nominal amounts of one or more resources are allocated to each call class. When a call of a class of service operating in the network requires resources in excess of those allocated to the class, resources allocated to other classes of service are advantageously shared with the class of service. The sharing is based on a reservation parameter associated with the class of service of the call. The reservation parameter is advantageously a function of the network state. The role of the reservation parameter is to protect underloaded classes (i.e., those classes not using all of their allocated nominal capacity) from excessive borrowing by overloaded classes (i.e., classes using more than their allocated nominal capacity).

Abstract: A method is described for routing calls outside of a carriers network based on characteristics of the call, the attributes of the caller, the status of subscriber-provided resource, and the status of network telephone provided facilities. Information about the call and the caller's identification is sent from the public switched telephone network to a subscriber call routing processor. The carrier is directed by the routing processor to route the call to the subscriber's resource best able to handle the call. Information about the call and the business relationship the caller has with the subscriber is used by the routing processor to determine which type of resource is needed to handle the call. The routing processor then chooses the particular resource of that type to which the call is to be routed based on the current status of the resource, the status of the network-provided facilities, and the criteria established by the subscriber for selecting between alternative resources.

Abstract: The invention features an apparatus and method for detecting recording errors in a telephone network that provides services to a plurality of customers, the method comprising: recording information output by the telephone network relating to the provision of a service to the customers, the information having a periodic pattern; identifying disturbances in the periodic pattern that persist for longer than a predetermined time period; and generating an alarm when the identified disturbances exceed a threshold. Th invention also features using a model to generate a forecast of information that will be output by the network in a time period that has not yet occurred utilizing information recorded during a previous time period, the model including a plurality of states representing disturbances in the periodic pattern, each state representing a disturbance having a different persistence.

Abstract: A universal telephony application client (TAC) that can be dynamically configured for a specific telephone call campaign running on a telephony platform system where upon the beginning of a call campaign, the universal TAC is initialized from an initialization profile specific to a telephone call campaign. The universal TAC operates as individual TAC threads to control processing of call records or incoming calls according to the parameters provided in the initialization profile. The initialization profile is modifiable before a call campaign, at the commencement of a call campaign, or at any time during a call campaign. All campaign TACs created subsequent to modifying the initialization profile will be modified to include the new parameters.

Abstract: A method and system for handling incoming calls when no destination stations are available. When an incoming call from an originating station is received, it is determined whether a destination station is available. If a destination station is not available, a telephone number of the originating station is stored, Shortly before its current call is concluded, a destination station indicates its approaching availability. Responsive to this indication, an outgoing call is placed to the originating station. If the originating station does not answer the outgoing call within a predetermined time, the outgoing call is terminated and rescheduled. If the originating station answers the call within a predetermined time, the outgoing call is connected to the available destination station.

Abstract: A method of providing communication service to a plurality of subscribers comprised of allocating various services to roles to be filled by the subscribers, receiving a trigger for the service to a subscriber in a particular role, and providing different features to a user associated with the service which are restricted to those services which are allocated to the particular role.

Abstract: A method (200-520) and an apparatus (118) for presenting information to a call center agent in a context-sensitive manner involves monitoring (314, 504) activities--such as keyboard or pointer input from an agent and information being displayed to the agent--at an agent position (140, 150) of a call center, receiving (318, 508) a request for information--such as directory information or a list of wrapup codes--from the agent, in response analyzing (322, 324, 512) the request within the context of the monitored activities to determine a subset of the requested information--such as selected telephone numbers or a selected wrapup code--which is most relevant to the monitored activities, and then either presenting (404, 408)--displaying--only the subset to the agent in response to the request, or presenting (410, 514) the requested information in a manner that emphasizes the subset over the rest of the requested information--such as by highlighting the subset.

Abstract: A call-center ACD switch and queuing method are modified either to respond to an arriving call by determining, for those splits that could handle the call, the present values of a parameter that defines what is a best split for handling the call, determining from those present values which split is the best split for handling the call, and then enqueuing the call in the call queue of the best split, or to respond to a call that overflows the call queue of its primary agent split by determining which backup split in which call center is the best backup split for the call, and enqueuing the call in the call queue of the best backup split. Any desirable criteria may be used to determine the best split. A preferred criterion is queue waiting time: the best split is the one whose call queue offers the shortest in-queue waiting time.

Abstract: A system and method for allocating an incoming call to a desired one of a plurality of destination candidates in response to data in at least one predetermined category concerning a caller, e.g. the area, the company or the department of the caller (a source address mode). There may be other modes such as a direct in line (DIL) mode and global mode. When a call is received by one of trunk circuits, the termination mode for the call is set for one associated with the trunk circuit that received the call. In case of the source address mode, the call is allocated to one of the destination candidates which is associated with the caller number or a part thereof. An association between a caller number (a part thereof) and a destination candidate is preferably achieved using a destination information table containing at least such information.

Abstract: A computer system has a power supply including switched and unswitched power nodes supplying the appropriate DC voltages for the computer system's internal circuitry. Portions of the computer system's internal circuitry for receiving external communications are coupled to the unswitched power node. Other circuitry is coupled to the switched power node. Responsive to a request from a remote computer, switching circuitry enables power through the switched nodes, thereby powering the computer system. The switching circuitry can enable the switched power node responsive to a signal from an external device, such as an external modem, or through a signal generated by internal communications hardware.

Abstract: An automatic call distribution system includes plural call receiving agents associated with a service entity, each of which has conventional telephone access to the public switched telephone network (PSTN). A call center controller initially receives a caller communication from the PSTN intended for the service entity and selects one of the call receiving agents to handle the caller communication based on agent availability. The call center controller coordinates the establishment of a direct communications path for that call between the PSTN and the selected agent which is independent of the call center controller. In other words, after setting up the direct call connection, the call center controller is not an intermediary to or otherwise involved in the actual communication between the caller and the agent.

Abstract: A call-center ACD switch and queuing method are modified either to respond to a call that overflows the call queue of its primary agent split by determining which backup split in which call center is the best backup split for the call, and enqueuing the call in the call queue of the best backup split, or to respond to an arriving call by determining, for those splits that could handle the call, the present values of a parameter that defines what is a best split for handling the call, determining from those present values which split is the best split for handling the call, and then enqueuing the call in the call queue of the best split. Any desirable criteria may be used to determine the best split or the best back-up split. A preferred criterion is queue waiting time: the best split or the best backup split is the one whose call queue offers the shortest in-queue waiting time. The waiting time may be either the real estimated waiting time (EWT), or the EWT weighted for other factors (WEWT).

Abstract: An apparatus 200 and method for detecting when an interruption occurs between an agent associated with a telephonic switch, such as an automatic call distributor 100, and a caller during an incoming telephone call. The automatic call distributor 100 routes incoming telephone calls generated by callers at external telephonic units 102 to agents located at agent telephonic units 106. Additional information concerning incoming telephone calls is displayed to the agents on agent terminals 118. The apparatus 200 includes a detection circuit 210 for detecting when an agent and a caller are concomitantly talking during an incoming telephone call. A caller audio signal detector 216 detects caller audio signals representative of the speech of a caller on a first bus 204 in the automatic call distributor 100. Similarly, an agent audio signal detector 222 detects agent audio signals representative of the speech of an agent on a second bus 208 in the automatic call distributor 100.

Abstract: In a telecommunications network operable for routing calls such as 800 calls, to a plurality of customer destinations, a system allows the customer to configure the routing of calls by entering selected call routing criteria such as a call-routing map associated with a time frame for implementation thereof included as part of an overall routing plan. The routing map includes the desired allocation of calls placed from a customer defined origination region to selected ones of the customer's call receiving destinations. Using the customer supplied criteria, the system then composes a set of call-handling statements, also called time features, which the network then compiles into an executable routing scheme for translating the dialed number into the physical number associated with the selected customer destination.

Abstract: An automatic call distributor (10) with a switch (12) which interconnects customer telephonic units (14A) of an external telephonic network (14B) with an internal network of agent units (16) having an automated call servicing system including a voice response unit (18) with a plurality of stored scripts for servicing different types of calls from customers automatically in response to call type identification signals, such as Dial Number Identification System (DNIS) numbers, corresponding to the different types of calls associated with the different stored scripts of the voice response unit (18) to automatically service a plurality of different types of calls without customer prompting while also functioning to respond to customer prompting when no DNIS number or other call type identification is provided with the call.

Abstract: An ACD system (101) is programmable by an operator of the ACD system to automatically change the work of a call center agent (106-108) in order to maximize the agent's productivity and to provide a variety of work balanced with "breather" time in order to prevent agent burn-out. The conditions for changing the agent's work and the agent's alternative duties when the conditions are met are both programmed by the operator via a vectoring capability (150) of the ACD system and a scripting language (FIGS. 2-23) for defining the vectors. When an agent becomes available to handle a call from a particular call queue (121-129), the agent's corresponding vector is executed, and the conditions specified by the vector are checked against the present status of the call center to determine if they are met. If the conditions are not met, the agent is caused to handle a call from the particular call queue.

Abstract: An automatic call distribution system (100) and method provides an operator the capability of selectively adding additional data elements for which the system (100) logs operating data. The system (100) includes an automatic call distributor (102) having a multiport switch (114) for routing incoming telephone calls to a plurality of agent telephonic units (107) and a central processing unit (116) for controlling operation of the multiport switch (114) and for acquiring data representative of specified points during the routing of calls in the system (100). An operator adds additional data elements for which the central processing unit (116) collects data via a computer terminal (120). The computer terminal (120) includes a terminal display unit (122) for displaying the data and a terminal input device (124) for sending instructions to the central processing unit (116) to add data elements. A data computer (108) connected to the central processing unit (116) stores and displays the acquired data.

Abstract: An integrated voice and data business transaction detail reporting system for a telephone system (12), having a switch (14) for directing incoming telephone calls, a device (14) for generating information pertaining to voice of the incoming calls, a device (26) for generating business transaction data pertaining to the incoming calls, and a device (24) for correlating the voice information and business transaction data.

Abstract: This invention relates to methods and apparatus for completing calls to selected agents of an ACD (Automatic Call Distributor). In accordance with this invention, callers to the ACD are frequently assigned a preferred agent for handling their transactions. When these callers call the basic number of the ACD, they are identified and routed preferably, to the preferred agent if that agent is logged on. If the callers have not completed a transaction, the agent who is serving a call for that transaction provides a transaction number to the caller and the caller subsequently is connected to the agent associated with that transaction number. Advantageously, callers can normally be served by the same agent while still having the advantage of having their calls queued to any available agent of the ACD if the preferred agent for handling a caller or handling a transaction is not available.

Abstract: A delay announcer groups and delay announcement time controller for a telephone system having a host computer for directing an incoming call based on information provided in the incoming call, for issuing a delay message based on information in the call, and for controlling the time of issuing the delay message based upon information in the incoming call.

Abstract: This invention permits transferring calls along with data that identifies, for example, the caller's name, pertinent account information, any transaction information acquired prior to the need to transfer the call and why the caller is being transferred between a plurality of call centers. The method and system of the invention, therefore, coordinate a voice component and a data component of a call to transfer the call from a first call center across a communication path such as a switching network to a second call center. The first call center includes the necessary network control circuitry to direct an associated switching network to transfer to the second call center the voice component of the call together with an identifier for uniquely identifying the call. The identifier may be generated using DNIS and/or ISDN protocol principles. The method and system also generate and direct a transfer screen from the first call center to the second call center.

Abstract: An improved method and apparatus (12) for handling calls in a call center predicts (206, 312, 410) a caller's level of motivation for making the call and uses (208-212, 314-330, 412-416) the prediction as a basis for determining how to handle the call. The method and apparatus respond to a call coming in to the call center by determining (206, 306, 404) a number of call attempts--either all call attempts whether answered or unanswered by an agent, or only unanswered call attempts--made by the caller to the call center within a predetermined elapsed period of time, and possibly also by determining (308-310, 406) other predictors of the level of motivation of the caller in making the call, prior to the call being answered.

Abstract: Method for load handling in a multiprocessor system, particularly a multiprocessor system of a communication system, whereby arising jobs can be processed by a plurality of processors under real-time conditions. When individual processors proceed into overload due to locally heavy load situations, then a discharge of the local overload is achieved in that further requests arriving at the processor in this load situation are forwarded insofar as possible or necessary to other processors that are not overloaded.

Abstract: An automatic private branch exchange apparatus controls connection between office lines and extension lines, respectively. The apparatus executes automatic calling to the office lines based on stored telephone number data in the telemarketing or the like. When, for example, one of the office lines responds to the calling, that is, a called party offhooks a telephone handset, the apparatus automatically selects one of the available extension lines and sends a ring sound request signal into the selected extension line. When the selected extension line responds, that is, an off-hook signal is sent through this extension line, the apparatus establishes connection between these responded extension and office lines.

Abstract: An incoming call controller for preferentially connecting a waiting calling subscriber, who had previously made more unsuccessful call attempts than any other waiting calling subscriber, to a called subscriber. The unsuccessful call attempts result in the calling subscriber receiving a busy signal. Call registering apparatus within the incoming call controller store identification data of each particular calling subscriber or calling terminal receiving a busy signal. After identification data is registered, the call register indicates future unsuccessful call attempts by incrementing a data field comprising the number of unsuccessful call attempts of the particular calling subscriber or calling terminal. A call manager within the incoming call controller identifies the calling subscriber registered as having previously made the most unsuccessful call attempts.

Abstract: An administration system for a public switched telephone network (PSTN) includes a service order processing system receiving a service request from a customer requesting service for a customer location, and determining whether the service request is provisionable responsive to the service request and predetermined criteria. When the service order processing system determines that the service request is provisionable, automatically provisioning customer facilities to execute the service request based upon information stored by the service order processing system. The information includes customer identification data and customer facility data, and the information is maintained by the service order processing system without substantially altering the customer facility data. The administration system also includes a verification system responsively connected to the service order processing system and verifying that the customer facilities provisioned by the service order processing system are correct.

Abstract: A communications distribution system is disclosed for facilitating the handling of telephone calls within a plurality of groups. Each of the groups includes a line group and a channel group interconnected by an anticipatory call distributor (ANCD) for determining the availability of channels for connecting to a line from the associated line group, and for reassigning channels to other groups as long as a certain minimum capacity is maintained in each group. The ANCD also anticipates whether any channels are expected to become available within a predetermined period. In response to channel availability, or to a channel that is expected to become available, a priority and availability logic sets an appropriate status register, which is checked by switching command logic.

Abstract: Call pacing method in which agent availability and call answers are based on probability statistics and the allowable maximum abandon rate. A weight is assigned each agent engaged in a call or in after-call work. This weight is a function of how long an agent has been engaged in a call or in after-call work, the duration of a time window for which a prediction that the agent will be free is made, and the maximum allowable abandon call rate. The sum of the weights is the predicted number of engaged agents that will become free. The time window is independent of the interval between the dial of a call and when the call is expected to be answered and is automatically adjusted by the system; lengthened when the abandon call ratio falls below the acceptable ratio and shortened when the ratio rises above the acceptable ratio.

Abstract: A plurality of telecommunication switches are coupled to agent communication terminals (ACTs) which are used by agents for handling incoming calls. An integrated control system is coupled to the ACTs and controls the distribution of incoming calls among the ACTs. An intelligent node in the system can access an agent queue that stores data indicating availability of ACTs to handle the call and a call queue which stores data concerning calls waiting for ACD service. A database stores processing instructions for the handling of incoming calls based on data contained in the agent and call queues, and subscriber specified instructions.

Abstract: An automatic call distribution system (10) with a plurality of different types of display terminals (18, 20) which require display data to be presented to them in different formats employs a formatter (26) which selectively uses formatting information (24) to construct formatted data from unformatted display data in a memory (22) into a formatted display data buffer (28) in accordance with the appropriate formatting information for the particular type of display terminal at which the data is to be displayed and then conveys the buffered data to the display terminal (18, 20) in the appropriate format.

Abstract: Caller information is automatically taken from a caller on hold, the call disconnected and the call returned at the time when the caller would have been serviced had the caller stayed on hold. The caller's number is verified and either DTMF or verbal extension information is used to reconnect the call.

Abstract: A system and a method of generating outbound telephone contact campaigns optimized to contact the maximum number of targeted individuals during a campaign using a predictive dialer system, telephone operators with computer consoles and stored account records, where each account is associated with an individual with one or more telephone numbers and a history of attempts to contact the individual associated with each account.