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| Bidirection data switch sequencing circuit |
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| Multiplexed synchronous/asynchronous data bus |
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| Logic isolator with high transient immunity |
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| Adiabatic charging logic circuit |
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| Data processing system and apparatus and display system with image information memory control |
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| Display data write control device |
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Blending communications in a call center
| Details |
Inventors: Brady, Patrick K.;
Assignee: Apropos Technology (Oakbrook Terrace, IL)
Primary Examiner: Smith; Creighton
Assistant Examiner:
Attorney, Agent or Firm: Shaw Pittman LLP
A call processor in a call center provides agents with enhanced ability to handle multiple types of communications in a consistent manner. Information related to communications received by the call processor are displayed to agents in the call center in queue lists. Agents can select calls for further processing from the information presented in the queue lists. |
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DETAILED DESCRIPTION OF THE INVENTION In one embodiment of the invention, shown in FIG.
1, a PBX 50, serving one or more telephone lines 52 is connected to multiple telephony interface cards 62 and 76.
In this embodiment, the telephone lines 52 are any lines that come from a central office or Centrex maintained by the telephone company.
The telephony interface cards (TIC) 62 and 76 are telephony interface devices consisting of boards that plug into the main board of an IBM compatible personal computer to provide the personal computer access to telephony functions.
One such board, the VBX100, manufactured by Natural Microsystems, is a device that has a telephony connection with the PBX, for example an analog tip and ring connection, and which provides measurement and control through relays and a digital signal processor.
In other embodiments, the telephony interface cards 62 and 76 establishes a telephony interface with the PBX using other types of telephony connections, such as T1 or ISDN.
The telephony interface device can be any device that can establish a telephony connection with the telephone line or PBX, and provide telephony functions such as dialing, answering, and receiving and transmitting signals, such as voice signals, over the telephone line 74 or 52.
It also must be able to establish a data and control connection with the rest of the system and provide for control of its telephony functions via its data and control connection.
In the embodiment under consideration, the Telephony interface cards 62 and 76 have resident firmware and memory for downloadable programs.
Access to the telephony interface cards 62 is made through a data and control connection to the PC 60.
Access to the telephony interface cards 76 is made through a data and control connection to the high performance PC 54.
In this embodiment access is made through a standard AT bus.
Any type of data connection, such as RS-232 or other Serial or parallel standards may be employed.
All telephony functions, such as loop current detection or sending touch-tones are provided by the telephony interface controller cards 62 and 76
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Processing Data 
