Acs Communications

Gn Netcom, Inc.

Kirk A Reid

Dwight D Lynn

Shu-Ren Chen

Pierre R Irissou

A telephone agent availability monitoring system is disclosed for use in telephone switching networks known as &ldquo;automatic call distribution&rdquo; systems (ACD's). The inventive monitoring system automatically detects when a telephone headset is unplugged from its associated amplifier, and sends a signal via the agent's computer work station to a central server connected with telephone switching equipment. In the case of a wireless headset, a signal is sent when the headset travels out of communication range. The telephone switching equipment can then route an ongoing call and/or future calls to other agents who are available, until the monitoring system detects that the headset has been plugged back into the amplifier or traveled back into range, indicating that the agent is available again.

Automatic log-off signaling for telephone systems

Existing automatic log on/log off systems in telephone systems determine whether or not a workstation is occupied and whether calls can be directed to that workstation by determining whether or not the amplifier that provides the interface between the telephone system and the occupant's headset is plugged into the workstation. Recent headsets have included a connector in the cord between the headset and the amplifier, enabling the occupant to leave the workstation without unplugging the amplifier. However, this defeats the sensing mechanism of the existing automatic log on/log off system. An amplifier according to the invention replaces the existing amplifier and includes a detector for determining whether a communication link exists between the headset and the amplifier, and an activator for activating the existing automatic log on/log off system in the telephone system. In the preferred embodiment, the detector senses both interruption and reestablishment of the communication link between the headset and the amplifier, and the activator activates both current-sensing and voltage/resistance-sensing automatic log on/log off systems.

Headset amplifier with automatic log on/log off detection

Existing automatic log on/log off systems in telephone systems determine whether or not a workstation is occupied, and that calls can be directed to that workstation, by determining whether or not the amplifier that provides the interface between the telephone system and the occupant's headset is plugged into the workstation. Recent headsets have a connector in the cord between the headset and the amplifier. This enables the occupant to leave the workstation without unplugging the amplifier, which defeats sensing mechanism of the existing automatic log on/log off system. An amplifier according to the invention replaces the existing amplifier and includes a detector that determines whether the headset is connected to the amplifier, and an activator that activates the existing automatic log on/log off system in the telephone system. In the preferred embodiment, the detector senses the current drawn by the electret microphone in the headset, and the activator activates both current-sensing and voltage/resistance-sensing automatic log on/log off systems.

Apparatus for and method of operating an automatic log on/log off

An amplifier for amplifying a signal received on a telephone line and for providing the amplified signal to a telephone headset. The amplifier draws current from a battery. The current drawn is reduced in the absence of activity on the line. The amplifier includes a timer that generates a first control signal after a time-out time. The timer is reset by a second control signal. A threshold circuit generates the second control signal when the signal on the telephone line is above a threshold level. Finally, a circuit, responsive to the first control signal, reduces the current drawn from the power supply. The amplifier may additionally or alternatively include receive line muting. The amplifier includes an automatic level control circuit that receives the signal received on the telephone line and controls the level of the amplified signal provided to the headset to a set level in response to a second control signal. Finally, a control circuit generates the second control signal in response to the amplified signal provided to the headset and in response to the inverse of the first control signal. The inverse of the first control signal substantially reduces the set level. Finally, the amplifier includes a microphone amplifier with clickfree muting.

Growing community of inventors

Santa Cruz, CA, United States of America

Kirk A Reid