Harris Corporation

John B Henel

David Charles Hochman

Allen Lee Jackson

Terry Gregory Svetz

Stephen Weir

Parminder S Sikand

Jason Mansfield Bailis

Stephen Bellato

Karen Marie Bell

Leonid Shvarzberg

Shad Muegge

Herman Vis

Mary J McAllister

Virginia E Lacker

Terry G Svetz

A modular digital telephone system and method featuring a universal telephony shelf adaptable for incremental expansion of legacy telephone switches and as a building block in the construction of new telephony switches. The shelf includes identification and connectors for shelf pairing, and is adapted to receive redundant power supplies, plural line cards, and either a peripheral shelf interface unit or a switch array card which provides both a local shelf interface and three interface units for connection to the peripheral interface units of other shelves. System wide fault displays are provided.

Shelf driver unit and method

In a telephone automatic call distribution system (ACD), incoming telephone calls are assigned to a queue. Additionally, announcements are peridically provided to the incoming callers usually notifying the caller the system is processing the call and the manner of such processing. The number of agents available to handle calls is controlled by a load factor expressed as a ratio of incoming calls in the queue to number of agents available. This load factor is used as a threshold level, which when exceeded, causes the system to add an additional agent or additional groups of agents, increasing the probability the calls longest in the queue will be answered. The oldest call or the call that was first in and not yet answered is passed along to the next available agent group added to the system. Additionally, to insure the timing of the periodic announcements is consistent, the announcement system is kept separate from the call distribution system so any changes in the call agent group assignment will not effect the frequency of the announcements. When the load factor is exceeded the caller is shifted to another entry level having a lower load factor and a higher probability that an agent will answer.

Computerized system for incoming calls

Growing community of inventors

Sebastopol, CA, United States of America

John B Henel