Rockwell International Corporation

Other

Paul E Van Berkum

Doug Gisby

Daniel F Baker

Noreen A Harrington

Anthony J Dezonno

Roger A Sumner

Jim F Martin

Daniel M Righi

Edward Peter Aldred

A video communications system,, a video switching system,and method are provided for establishing video communications with a video communications device,utilizing the agent selection and reporting features of an automatic call distributor (ACD),. The ACD,receives an initial request from the video communications device,and rejects the initial request. A computer system,detects the initial request and acquires destination information in the initial request identifying the video communications device,. The computer system,sends a simulated call to the ACD,requesting an agent for video communications. The ACD,selects an agent and notifies the computer system,which agent is selected. The computer system,then instructs an agent terminal,associated with the selected agent to establish video communications with the video communications device,. The ACD,generates reports relating to the video communications.

Video switching system, video communications system and method for establishing video communications with a telephonic switch

A telephonic switching system 100 including a telephonic switch 102 services telephone calls received from telephonic units 104 through a telephonic network 106. The telephone calls are received at input ports 107 and placed in virtual memory spaces 118 by the telephonic switch 102. There is one virtual memory space 118 for each input port 107, or voice channel, in the telephonic switch 102 such that all telephone calls received by the switch 102 are placed in a different virtual memory space. Virtual agents 119 service the telephone calls in the virtual memory spaces 118. Each virtual agent 119 is associated with one of the virtual memory spaces 118. The virtual agents 119 may connect the telephone calls to any of a number of resources. Exemplary resources include a voice response unit 108, local agent units 110 and/or remote agent units 112.

Telephonic switching system, telephonic switch and method for servicing

A call recording system and method records telephone calls routed by a telephonic switch 104 to agents located at computer terminals 108. A call information circuit 110 associated with the telephonic switch 104 detects information, such as DNIS via a DNIS circuit 112 and/or information provided by the caller, relating to the telephone calls. The computer terminal 108 includes a recording device 114 which records the telephone calls based on the call information relating to the calls. The recordings of the calls are stored in a storage device 116. To facilitate later replaying a call, a call sequence indicator 118 attaches a call sequence number to a recording of telephone call. Alternatively, or in addition to, a call time indicator 118 attaches a time and day indicator to the recording based on when the call was received. An automatic recorder 122 automatically records specified telephone calls based on the call information. An overwrite circuit 126 overwrites the call recording in the storage device every time period. A period selector 128 permits the agent, or an administrator, to select the length of the time period.

Call recording system and method for use with a telephonic switch

An interface circuit 104 provides audio and data communications between a telephonic switch 102 and an agent computer 106. The agent computer 106, telephonic switch 102 and interface circuit 104 are comprised by a communications system 100. The interface circuit 104 includes an integrated circuit 204 for receiving signals from, and transmitting signals to, the telephonic switch 102. A driver circuit 206 interconnects a data interface 200 in an agent terminal 112 to provide data communications from the integrated circuit 204 to the agent computer 106. An audio level control 208 provides audio communications between the integrated circuit 204 and the agent computer 106 and a headset.

Communications system and interface circuit for interconnecting

A system 100 and method for interconnecting a remote computer 102 and a computer service provider 104 via a telephonic switch 122 is provided. The telephonic switch 122 connects the remote computer 102 to the computer service provider 104 based on information received from the remote computer 102. An adult material circuit 126 in the telephonic switch 122 detects a request from the remote computer 102 to prohibit access to adult material available on the computer service provider 104. The request may be contained in automatic number identification information or dialed number identification service information. The telephonic switch 122 further comprises a caller prompting circuit 132 which prompts the remote computer 102 for instructions regarding whether to deny access to adult material. An advertising circuit 136 in the telephonic switch 122 stores advertisements, selects one of the advertisements based on the information received from the remote computer 102 and displays the selected advertisements on the remote computer 102. The telephonic switch 122 further comprises an audio circuit 140 for establishing voice communications between a subscriber associated with the remote computer 102 and an agent telephonic unit 142 associated with the telephonic switch 122. While voice communications are established between the subscriber and the agent telephonic unit 142, a data link circuit 141 maintains a data connection between the telephonic switch 122 and the computer service provider 104 such that data communications are substantially automatically reestablished upon completion of the voice communications.

System and method for establishing communications between a remote

A call path system generates a graphical representation of a call path of a selected type of telephone call routed by a telephonic switch 100. An administrator computer system 110 includes a computer 112 and administrator display 114 for generating and displaying the graphical representation. The graphical representation may be a block diagram 200 consisting of telephone call type 202, application 204, scripts 206, agent group 208, agents/staff 210, supervisor 214 and a particular agent group I 212. Each of the blocks include available selections in the particular category. Such as a listing of agent groups 304, a listing of telephone types 300, a listing of available DNIS numbers 302 and a listing of agents/staff 306. The call path system further permits an administrator, via the administrator computer system 110 to select and any of the above. Applications may be modified such that the telephonic switch 100 thereafter routes telephone calls in accordance with the modified applications.

Call path system and method for modeling and modifying a call path of a

An agent speech detector system 100 includes an agent terminal 112 which detects whether an agent speaks during a telephone call routed to the agent by a telephonic switch 102. An interface circuit 104 may interconnect the agent terminal 112 and the telephonic switch 102. A call begin circuit 216 detects the beginning of a telephone call and notifies a speech detector 218. The speech detector 218 monitors the voice of the agent until a call termination circuit 220 indicates that the telephone call has terminated. If the speech detector 218 detects that the agent did not speak during the telephone call, it notifies a communications circuit 222 which automatically transmits this information to a supervisor computer system 105.

Agent speech detector system and method for use with a telephonic switch

An announcement system 100 and method is provided which plays announcements recorded in the voice of an agent servicing a call routed by a telephonic switch 106 at substantially any time during the call. A call information circuit 136 detects information relating to the call, such as DNIS and ANI. This information is transmitted to a computer terminal 110 at which the agent is stationed and logged on. A CPU 120 may automatically select and play an announcement stored in a memory circuit 124 based on this information. Further, the agent may select and play an announcement at substantially anytime via an input device 112. The CPU 120 may select a particular announcement to play based on the time of day (morning, afternoon or evening) determined from a clock 130. An administrator system 128 permits an administrator to control the recording, storing and playing of announcements. In particular, the announcements may be stored in a remote storage medium 126 and downloaded to the memory circuit 124 when the agent logs in to the computer terminal 110. The administrator may draft scripts via a script circuit 132 which are read by the agent. The scripts are displayed to the agent via a script viewer 134.

Annoucement system and method in a telephone call switching system

A telephone switching system (100) including an automatic call distributor (102) for routing incoming telephone calls over a telephone network (116) to agent telephonic units (112, 114) is provided. Data relating to each of the incoming telephone calls is collected by the automatic call distributor (102), in particular a central processing unit (110). As each incoming telephone call is being routed to an agent telephonic unit (112, 114) over a telephone network (116), its associated data is substantially simultaneously transmitted over a computer network (126) to an agent computer terminal (122, 124). The agent located at the agent telephonic unit (112 or 114) which receives an incoming telephone call has first party call control via the associated agent computer terminal (122 or 124).

Telephone switching system and method for controlling incoming telephone

A switch sentry device (22) having a digital telephony switch (SCX, 16), a device (24) for processing information, a device (24, 34) for simulating a call from the processing device (24) to the switch (SCX, 16), a device (SCX, 16) responsive to the call simulating device (24, 34) for simulating a primary ringing line (36) from the switch (SCX, 16) to the processing device (24), a device (SCX, 16) responsive to the call simulating device (24, 34) for simulation an alternate ringing line (38) from the switch (SCX, 16) to the processing device (24), and a device (24) for determining an inoperative condition of the switch (SCX, 16).

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Winfield, IL, United States of America

Paul E Van Berkum