CPC Class H04Q

A splicing method and apparatus is provided to facilitate efficient identification of cable wires to be spliced. Multiple wires are coupled to a test circuit, and a test signal is selectively applied to wire pairs with a switch. The wire carrying the signal in the cable to be replaced is then cut and spliced to a corresponding wire in a replacement cable.

Disclosed herein are methods, systems, and devices for improved audio, video, and data conferencing. The present invention provides a conferencing system comprising a plurality of endpoints communicating data including audio data and control data according to a communication protocol. A local conference endpoint may control or be controlled by a remote conference endpoint. Data comprising control signals may be exchanged between the local endpoint and remote endpoint via various communication protocols. In other embodiments, the present invention provides for improved bridge architecture for controlling functions of conference endpoints including controlling functions of the bridge.

The present invention relates to queue-theoretic models for integration of automated call routing systems with human operators. Organizations are increasingly turning to spoken dialog systems for automated call routing to reduce call center costs. To maintain quality service even in cases of failure, these systems often resort to ad-hoc rules for dispatching calls to a human operator. The present invention provides queue-theoretic methods that provide a modeling and simulation capability in support of decisions about the staffing of call-handling centers based on the frequency of incoming calls and the competency of automated dialog systems. The methods include a procedure for identifying when callers should be transferred to operators. The procedure integrates models that predict when a call is likely to fail using spoken dialog features with queuing models of call center volume and service time.