Kit Ruparel

A method is provided for generating a tamper-proof record of a conversation recorded using a recording device. During or after the recording, successive sections, chunks or other form of fragments of the audio recording are sent continuously or intermittently to a secure remote server. The successive fragments are automatically encrypted and stored securely on the recording device until a network connection is available.

A method and system for distributing calls, or other inbound media, amongst the agents of multiple ACDs that operate on a peer basis, without the use of any centralised queue or call allocater. When an ACD determines the requirement to queue a call, or other media, as no appropriate agent is immediately available, it forwards a Token to all peer ACD's having appropriate rights to handle the communication, which is then queued in each ACD individually following the skill/queue rules of each… Show more

A method and system for distributing calls, or other inbound media, amongst the agents of multiple ACDs that operate on a peer basis, without the use of any centralised queue or call allocater. When an ACD determines the requirement to queue a call, or other media, as no appropriate agent is immediately available, it forwards a Token to all peer ACD's having appropriate rights to handle the communication, which is then queued in each ACD individually following the skill/queue rules of each. When the Token reaches the head of the queue for an agent on any ACD, that ACD allocates a communication path from a reserved stack and returns the identification for said path to the originating ACD. The originating ACD, upon being notified of the immediate availability of an agent on a 'receiving' ACD, re-routes the call to that receiving ACD on the specified communication path.; The receiving ACD can identify the call via its arrival on the nominated communications path, so a physical or other static association between the token/signalling path and the media streaming channel is unnecessary, whilst additionally, they need not be carried over the same network media. Once the source ACD has successfully forwarded the call to the receiving ACD/agent, it can then send notification to all other ACDs to remove the initiation token from their respective queues. Show less

A method of establishing communication between an information source (1) defined by a data processing system and a user (10-13) accessing the information source with a data processing device via a communications network, the method comprising assigning a position in a queue to the user according to one or more rules; determining contact information relating to the user which enables an agent (20-23) to contact the user; and establishing communication between an agent and the user at the head of… Show more

A method of establishing communication between an information source (1) defined by a data processing system and a user (10-13) accessing the information source with a data processing device via a communications network, the method comprising assigning a position in a queue to the user according to one or more rules; determining contact information relating to the user which enables an agent (20-23) to contact the user; and establishing communication between an agent and the user at the head of the queue using the contact information. Show less