Gte Laboratories Incorporated

Unifi Communications Corporation

Jack Shaio

A system for automatically handling incoming telephone calls. The system receives an incoming call and telephony information about the incoming call, and, using a call discrimination subsystem and based on the telephony information, assigns control of the call to one of a plurality of possible application programs. At least one application program includes queries for obtaining further information about the call and returns control of the call to the call discrimination subsystem to reassign the call based on the telephony information and the further information. The system selects an application program by comparing telephony information about the call with telephony digit patterns that correspond to different types of telephony information and that have been input by a user to be associated with an application program. Other features of the system are directed to selecting agents to handle incoming calls based on a list of quantitative agent performance values that are continuously updated by a monitoring system. In some cases, multiple, user-selectable lists are maintained. Also, offset values are used to modify the agent performance values when selecting an agent. When an agent is selected, the system provides on command of a plurality of possible commands regarding the handling of the incoming call depending upon which agent has been selected. The system also counts the number of incoming calls and handles a preselected number of the calls in a different manner than the remainder of the calls.

Telephone call handling system

An NpR variable bandwidth control system comprises a class of systems specifically designed to control the access to a T1 link by traffic types that require different fractions of the transmission facilities simultaneoulsy. These systems can be incorporated into the software that is used to control DSC based T1 networks for special services. Essentially, wideband messages such as video signals are transmitted one at a time, whereas low bit rate data signals such as voice are transmitted in parallel. Such a form of transmission makes economical sense in the transmitting of such signals. A proportion p is applied to one of the group so that all data is equitably handled.

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Cambridge, MA, United States of America

Jack Shaio