A method for optimizing the pacing and processing of inbound calls and outbound calls. Statistics are generated concerning inbound calls and outbound calls, and concerning the performance of each agent for inbound calls and outbound calls. Separate statistics concerning inbound calls and outbound calls allow a more accurate prediction of call pacing and handling requirements and of the availability of an agent so as to maximize the productivity of each agent and control the on-hold time of inbou...

A method and an apparatus for improving agent efficiency by reducing non-productive time such as time on hold and time for wrap-up statements. After an agent has been connected to a call the agent may determine that automated handling of the call is appropriate. Depending upon the status of the call the agent may specify that the call has been essentially completed or that the agent is on hold. The agent may speak the name of the connected party and this will be recorded. Then the agent is disco...

A method and an apparatus are disclosed which provide for non-offensive termination of an outbound call which has been answered when an agent is not available to handle said outbound call. An outbound call is placed (10) and a determination is made (11) as to whether the call has been answered. If the call has been answered then a determination is made (12) as to whether the call was answered by a person or an answering machine. If the call was answered by a person then a determination is made a...

A method and an apparatus for improving agent efficiency by reducing non-productive time such as time on hold and time for wrap-up statements. After an agent has been connected to a call the agent may determine that automated handling of the call is appropriate. Depending upon the status of the call the agent may specify that the call has been essentially completed or that the agent is on hold. The agent may speak the name of the connected party and this will be recorded. Then the agent is disco...

An automated customer service system which maintains and uses a customer sensitivity profile to contact the customer in a manner, at a time and date, and at a location which are preferred by the customer. This maximizes the likelihood that the customer will be favorably responsive to the contact, whether the contact be to make a sale, to discuss collection of a balance due, or just to obtain current information about the customer. The automated customer service system also maintains and uses a l...

An SCSA RX/TX memory (220) receives voice data and stores voice data samples under established voice channel identifiers. A controller (240) selects voice channels, and their associated voice data, for inclusion in an ATM cell. The memory (220) sends the voice channel identifier and the voice data for the selected channels to a Constant Bit Rate Segmentation And Reassembly (CBR SAR) circuit (225). The CBR SAR aggregates the voice data into an appropriate number of ATM cell slots for each of thos...

Methods for avoiding a call blocking feature. In a first method a list is kept for the trunks previously used to call a particular telephone number. Each time that particular telephone number is called a different trunk, not on that list, is used to place the call. The list is cleared and restarted whenever all the trunks have been used. In a second method a list is kept for trunks for which a call blocking message has been received when an attempt was made to call that telephone number. Each ti...

A billiards ball rack includes a frame having a plurality of side walls forming an opening. A plate is attached to a top surface of the frame, and includes inwardly and downwardly directed inclined surfaces for engaging an outer periphery of a group of billiards balls to compact the billiards balls into a desired configuration. The inclined surfaces define a cut-out portion of the plate, typically a triangle or diamond. The rack includes lifting levers pivotally attached to two side walls of the...

A billiards chalk assembly includes a clip, a billiards chalk holder releasably attached to the clip, and billiards chalk insertable insertable into the holder. The clip includes a base having a retention slot formed thereon for securing the billiard chalk holder. A plate is pivotally attached to the base opposite the chalk holder. A spring is interposed between the base and the plate to maintain the plate in a biased closed position. The retention slot is defined by a lip extending inwardly fro...

A method for automatically obtaining, consolidating and displaying the information from a plurality of information sources. An agent workstation receives the initial information item and then sends this information item to the sources specified, receives additional information items from these sources, and displays or presents the information items received. If the initial information item is not adequate to obtain all of the information items desired then the information items received from one...