International Telesystems Corporation

Eis International, Inc.

Alan R Trefzger

Jacob W Jorgensen

James J Frimmel, Jr

A voice interactive agent training system has a series of discrete voice messages stored in a digital memory. These messages are keyed to screens used in live call center operations. The call center logic used in live call center operations determines the sequence in which the screens are displayed on the agent's monitor. When transferred to an agent's terminal, the screen is identified, based upon a characteristic of the actual screen (e.g. character count in a field) so that there is no need for access to the call center operating system in order to identify which screen is displayed. A voice energy transducer responsive to the trainee's voice, causes a reproduction of appropriate discrete voice messages to respond to passages in the script which have been read by the trainee from the monitor. In one embodiment, agent inputs are compared to 'appropriate' inputs and inappropriate inputs are fed back to the trainee concurrently with the appropriate input.

Voice interactive call center training method using actual screens and

An automatic call distributor system and an automatic call dialer system that are integrated so that each system has its own set of dedicated agents and the combined integrated system has a set of universal agents that can be switched between systems.

System for integrating a stand alone inbound automatic call distributor

Pseudorandom numbers are generated for telephone dialing in telephone call management systems by selecting a range of numbers to be dialed, successively randomly generating numbers within that range, comparing each randomly generated number as it is generated with numbers previously generated and recorded or called. When a new randomly generated number matches a previously generated number, a further number is generated and the compared. When no match is encountered, the new number is recorded or called. After recording or calling a predetermined amount of numbers within the range, remaining numbers to complete the range of numbers are selected sequentialy from an array of numbers. The final numbers are recorded or called in sequence, but the steps between the final numbers vary randomly according to the random generation of the numbers in the first part.

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Sterling, VA, United States of America

Alan R Trefzger