In a communication service system, it is possible to hold accumulated utilization information for each of dedicated communication terminals, and to change functions, user interfaces, and/or communication services, for each of the dedicated communication terminals, in response to the accumulated utilization information. This enables optimization of services for each of the dedicated communication terminals in response to each user's utilization status.

An agent interface for interactively providing a script to an agent during a calling campaign includes an outline panel means for displaying a call flow outline, the call flow outline having a series of hierarchical topics relating to the campaign. The call flow outline provides an indication of the current position among the hierarchical topics in the script, and provides a means for navigating through the topics. An action panel is associated with each topic and displays a set of objects relating to the topic. Selection of a new topic from the call flow outline, either manually or automatically in response to fulfillment of exit conditions associated with a previous topic, causes the call flow outline to indicate the new topic as the current topic and causes the action panel means to display a second set of objects associated with the new topic. An application development tool is further provided for facilitating design and testing of agent interface applications using a graphical, standardized programming environment.

Improved methods and arrangements are provided for actively monitoring and/or controlling calls and related features in a communications system, such as, for example, computer telephony system. A graphical user interface (GUI) is provided to visually represent the telephony resources, features, services, and users prior to, during, and after a call. An operator can interface with the computer telephony system through the selective activation and/or manipulation of graphical and iconic representations of the call, the calling party, and called party as provided through the GUI.

A method of establishing a communications link uses automatic sensing of a computer user's presence and activity state to record user attributes in a form accessible to other computers in a communications network. Such automatic sensing may include keyboard/mouse monitors, cameras with associated image processing algorithms, speech detectors, RF radiation detectors, and infrared sensors. Preferably, the attribute recording is done in a server process which can be accessed by other computer programs. A first application of this method is to inform persons at remote locations whether the party to be called is available to receive a call. A second application of the method is to use a Connection Agent to determine whether all desired participants for a conference, or at least a quorum of them, are present and available, so that the conference can be started. A third application of the method is to allow a called party to adjust the kind of notification, if any, he or she receives of an incoming call, depending upon what activity is currently engaging the called party.

The rich media communication system of the present invention provides a user with a three-dimensional communication space or theater having rich media functions. The user may be represented in the theater as a segmented video image or as an avatar. The user is also able to communicate by presenting images, videos, audio files, or text within the theater. The system may include tools for allowing lowered cost of animation, improved collaboration between users, presentation of episodic content, web casts, newscasts, infotainment, advertising, music clips, video conferencing, customer support, distance learning, advertising, social spaces, and interactive game shows and content.