Davox Corporation

Abbott Laboratories Corporation

Aspect Software, Incorporated

James F Mitchell

Robert J Stent

Robert Paul Luoma, Ii

Patrick P Fritchie

David Charles Arnquist

Charles Michael Galitz

Gregory E Gardner

Malcom B Strandberg

Chadwick M Dunn

Cass J Grandone

James T Holen

Julius J Toth

Robert C Gray

Jack F Ramsey

Jimmy D McCoy

Neal T Sleszynski

Richard C East

John E Cambray

Adrian John Murray

George R Melillo

Richard D Button

Grady Barnes, Iii

David W Murray

John Cambray

Norman E Dorsey

A system for automatically detecting status of an agent in a call center is provided. The system may have a call center management system with a plurality of agent workstations coupled to the call center management system and a plurality of telephones associated with the agent workstations. The system may also have a switch that automatically connects calls to the telephones. An off-hook detector automatically detects a manually initiated off-hook status of at least one of the telephones and signals the switch that the agent at the telephones is unavailable. The switch may then avoid connecting a call to the unavailable agent.

Automated agent availability detection

The embodiments disclosed relate to determination of an item of interest in a sample. One embodiment relates to a structure which comprises a process path. The process path comprises a process lane including a process step performance lane where a process step is performed, and a process step avoidance lane where the process step is avoided. A first prime mover is operatively connected with the process path for moving a container holding the sample along the process path. A first pipetting system is operatively associated with the process path for introducing the sample to the container. A second pipetting system is operatively associated with the process path for introducing a reagent to the container. A device is operatively connected with the process path and is selectively engagable with the container for mixing the sample and the reagent in the container. A second prime mover is operatively connected with the process path for selectively positioning the container in a selected one of the process step performance lane and the process step avoidance lane. A reader is operatively connected with the process path for determining the item of interest in the sample based upon a reaction between the sample and the reagent.

Structure for determination of item of interest in a sample

Disclosed is a system and method for adding and integrating outbound calling and overall system control to an existing inbound telephone system. The existing inbound telephone call distribution system is coupled to a number of telephone lines, and connects incoming calls to an available operator having a voice signal processing unit. The present system detects at least one available operator and an absence or a threshold condition of incoming calls to connect to the operator. An automated telephone dialer, coupled to the inbound call distributor, is also provided. The automated telephone dialer is responsive to the detection of at least one available operator and the absence or threshold condition of incoming calls to connect to the operator, for placing an outbound telephone call. The system directs that the voice portion of an answered outbound telephone call be connected to the existing voice signal processing unit of the available operator. Additionally, data associated with and concerning a called party presently being connected to the operator is made available to the operator answering the call at a data display unit provided at the workstation of the available operator.

System and method for adding and integrating outbound calling and

A system comprising a local processor capable of accessing a host system typically comprising one database, is provided with a communication processor which controls synchronous serial communication between the host system and a plurality of synchronous devices in a varied range of clocked rates. The communication processor facilitates remoting of a single terminal having resident protocol conversion control capability, while a related plurality of terminals locally access a host system via a single host synchronous port.

Remote workstation use with database retrieval system

A voice response system for providing interactive data exchange between an outside party, an operator and one or more data bases wherein a voice path switch initially connects an outside party to a database through a voice response unit. The voice response unit provides digitized voice prompts and questions to the outside party. The outside party responds to the prompts by entering selected numbers on a telephone touchtone keypad. The voice response unit then converts data from the database to voice signals recognizable by the outside party. The voice response unit or the outside party may selectively transfer the transaction to a human operator. In addition to providing transfer of voice signals from the voice response system to an operator, the system provides the operator with a list of information transacted thus far between the outside party and the voice response unit. The system also includes a workstation programmable function feature which performs a selected task upon the occurrence of a predetermined event such as receiving data at the operator workstation or removing or replacing the operator telephone handset.

Voice response system with automated data transfer

Growing community of inventors

Windham, NH, United States of America

James F Mitchell