At&t Bell Laboratories

American Telephone & Telegraph Co., At&t Bell Laboratories

Other

Lucent Technologies Inc.

At&t Information Systems Inc.

Wayne A Davidson

Diana S Winter

Leslie A Baxter

Gerald S Soloway

John J Stanaway, Jr

Barry J Weinbaum

Nicholas P Palumbo

John P Ernst

Sahadat Hossain

Timothy A Satalich

Daniel H Larson

Ronald W Michelsen

Robert M Lund

Laura M Fandre

James R Campbell

Ram Kuppuswami

Marybeth Herkes

A computer connected to an ISDN central office switch via an ISDN digital subscriber line, provides management information regarding activities of a plurality of telephone agents. The computer has shared call appearances with a number of telephone agent stations and receives shared call appearance associated messages from the switch reflecting call handling messages exchanged between the ISDN switch and each of the agent stations. The messages are interpreted by the computer, which generates station status information and management information such as the number of calls handled, average holding time per call, etc. The computer may be connected simultaneously to several central offices via ISDN subscriber lines and generate management information for a group of geographically separated agents, such as home telemarketing agents operating out of their individual homes and connected to different central offices. Based on the generated status and management information, the computer performs an incoming call management function by selecting agents connected to different switches for handling incoming calls and transmitting to the ISDN switch appropriate messages for causing the switch to transfer incoming calls to the selected agents. Additionally, the computer performs an outgoing call management function by initiating outgoing calls and causing the switch to connect an answering party to an agent, selected by the computer on any of the switches.

Telephone agent call management system

A motorized stroller includes a first frame member adapted to support a seat for placement of an infant and a pair of wheels for movement of the first frame member along the ground. The motorized stroller also includes a motorized wheel assembly having a motorized wheel frame adapted for attachment to the first frame member, a pair of wheels coupled thereto, a motor for driving at least one of the wheels attached to the motorized wheel frame, and a gear reduction unit operatively coupling the motor to at least one of the wheels of the motorized wheel frame. When the motor operates, power is provided from the motor by the gear reduction unit to at least one of the wheels of the motorized wheel frame which enables the stroller to move in one of a forward and reverse direction without power for movement being provided by a user. The motorized wheel assembly is capable of being disengaged such that the motorized stroller can be manually pushed by a user and therefore used in a conventional fashion.

Stroller including a motorized wheel assembly

A computer connected to an ISDN central office switch via an ISDN digital subscriber line, provides management information regarding activities of a plurality of telephone agents. The computer has shared call appearances with a number of telephone agent stations and receives shared call appearance associated messages from the switch reflecting call handling messages exchanged between the ISDN and each of the agent stations. The messages are interpreted by the computer, which generates station status information and management information such as the number of calls handled, average holding time per call, etc. The computer may be connected simultaneously to several central offices via ISDN subscriber lines and generate management information for a group of geographically separated agents, such as home telemarketing agents operating out of their individual homes and connected to different central offices. Based on the generated status and management information, the computer performs an incoming call management function by selecting agents connected to different switches for handling incoming calls and transmitting to the ISDN switch appropriate messages for causing the switch to transfer incoming calls to the selected agents. Additionally, the computer performs an outgoing call management function by initiating outgoing calls and causing the switch to connect an answering party to an agent, selected by the computer on any of the switches.

A computer connected to an ISDN switch via an ISDN digital subscriber line, has shared cell appearances with a number of telephone stations connected to the switch and on the basis of shared call appearance associated messages from the switch, controls the forwarding of calls directed to the stations with which it has a shared call appearance. The associated messages are interpreted by the computer, which generates station status information. The computer responds to messages associated with predefined ones of the stations to select an alternate destination for the call and to transmit ISDN messages to the switch to cause the call to be forwarded to the selected alternate destination. Calls may be forwarded depending on call type, called number or other criteria. The computer responds to calls forwarded to it in the event that an associated station is busy and connects a holding party to the principal phone when the principal phone is no longer busy. The computer may be connected simultaneously to several ISDN switches via ISDN subscriber lines to receive shared call appearance associated messages from the several switching systems and forward calls for a telephone station connected to one switch, to a telephone station connected to another switch. In order to handle voice message recording, an ISDN line shares the directory numbers of the analog lines connecting a switch to a message recording system. The ISDN line then receives all messages destined for the lines connected to the message switch. The ISDN line is connected to an interface for converting between ISDN messages and data messages for controlling the message recording system. Avdantageously, this permits an ISDN switch to provide an inexpensive interface to a voice message system.

Automated call handling apparatus

A computer connected to an ISDN switch via an ISDN digital subscriber line, provides management information regarding activities of a plurality of telephone agents. The computer has shared call appearances with a number of telephone agent stations and receives shared call appearance associated messages from the switch reflecting call handling messages exchanged between the ISDN switch and each of the agent stations. The messages are interpreted by the computer which generates station status information and management information such as the number of calls handled, average holding time per call, etc. The computer may be connected simultaneously to several central offices via ISDN subscriber lines and generate management information for a group of geographically separated agents, such as home telemarketing agents operating out of their individual homes and connected to different central offices.

Telephone agent management information system

A switching system in which telecommunications features are improved by the use of the proximity status of a telephone station set user. The status is transmitted to the switching system over the same telephone line used for the station set. The proximity status information simply defines the presence or absence of a person to answer calls to the station set without identifying a particular person.

Proximity detection for telecommunications features

A call coverage arrangement in which coverage personnel are informed of the switch-hook status of covered terminals by way of a single two-part indicator on the coverage terminal. The two-part indicator indicates switch-hook status for any one of a number of covered terminals. The first part of the indicator identifies the covered terminal and the second part defines the switch-hook status of the identified terminal. The arrangement is flexible in providing coverage for additional terminals and in providing coverage via forwarding from any termianl, since there is no need to assign and dedicate status indicators to particular terminals.

Call coverage arrangement

A signaling arrangement where all terminal configuration data is stored in a switching system, but where each user terminal responds to a message from the system, defining one of the user terminal buttons as the selected call appearance at the terminal, by operating in a functional signaling mode to communicate with the system using functional messages concerning a call at the selected call appearance. Idle and ringing preference methods for use in terminating calls and auto-drop and auto-hold alternatives for use when moving from one call appearance to another are disclosed as well as methods for holding or dropping calls. Implicit and explicit conferencing methods are also disclosed.

Growing community of inventors

Winfield, IL, United States of America

Wayne A Davidson