Lucent Technologies Inc.

Allen Ginsberg

Bethany Scott Robinson

John D Gabbe

A call center for routing of a call from a user to one of a plurality of agent stations of an organization, comprises: an interactive graphical display of information relating to the organization, the display for showing status information of at least one agent station; a device for enabling a user to select an agent station from the display; and, a device for effecting a communications link between the caller and the agent station. Further included is a device for receiving information about the organization and updating the graphical display of information.

Customer-self routing call center

A method and processing system for the indexing of data for one or more users involving the steps of receiving primary data, delineating episode data from the primary data, generating media representations to correspond with the episode data, generating a table of contents from the episode data and media representations in real time, and storing and/or presenting the table of contents on a graphical user interface. Primary data may constitute audio data, video data, text data, combinations of these as well as any medium-generated data which may be in or converted to digital form. Episode data is generated on the basis of significant video images determined by scene changes and other information. In addition, episode data may be based on a significant audio change, delineated from the primary data, e.g. based on speaker changes and other information. Media representations are iconic images, symbolic representations or graphical images which refer to episode data to ultimately aid the user in making decisions from reviewing the real time table of contents.

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Jackson, NJ, United States of America

Allen Ginsberg