Method and apparatus for customer account servicing

• US 4,894,857 A
• Filed: 12/20/1988
• Issued: 01/16/1990
• Est. Priority Date: 06/16/1987
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Inventions, Inc.
• Inventors: Marks, Curtis G., Szlam, Aleksander, Warner, Charles L. II, Crooks, James W. Jr.
• Primary Examiner(s): Brown, Thomas W.
• Application Number:
  US07/287,008
• Time in Patent Office: 392 Days
• Field of Search: 379/67, 379/69, 379/84, 379/88, 379/92, 379/127, 379/216, 379/246
• US Class Current: 379/67.1
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04Q 3/62 for connecting to private branch exchanges

Abstract

A method and an apparatus for retrofitting and extending or upgrading an existing customer account servicing system to provide for automated handling and processing of both incoming and outgoing calls. A mainframe computer or host (16) contains customer or potential customer account records. A plurality of operator terminals (12) allow the operators to converse with the called or calling party and make changes to the customer account information via a data terminal (12a4). A system controller (11), trunk interface unit (10), operator terminals (12) and cross-point switch or PBX (13) provide a retrofit to an existing system, a mainframe computer (16), to provide for automated handling and processing of both incoming and outgoing calls. The system controller (11) and terminals (12) use the same command and data format structure as that already in use by the existing system and software or programs of mainframe (16). The system controller (11) is transparent to the operation of the mainframe (16) and the operator terminals (12) and allows the system to be upgraded without the necessity of purchasing different software or programs for the mainframe (16). This invention is useful with both new and previously existing operator terminals (12). The system controller (11) monitors and handles both incoming and outgoing calls via the trunk interface units (10) and, when appropriate, causes the cross-point switch or PBX (13) to connect a selected trunk line (T) with an appropriate available operator terminal (12) and causes the customer account record to be displayed on the screen of the operator terminal.

Claims

1. For use with a customer account servicing system having a host, said host containing a plurality of customer account records and having an applications program which uses a predetermined instruction set and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automatic call placement and handling while still using said applications program, said predetermined instruction set, and said predetermined data format, comprising:

a plurality of operator terminals, each operator terminal of said plurality of operator terminals comprising a data terminal and an associated audio communications means, each said data terminal communicating with said host using said predetermined instruction set and said predetermined data format;

trunk switching means responsive to switching control signals for connecting selected trunks of a plurality of telephone trunks to selected ones of a plurality of said audio communications means;

trunk interface means responsive to interface control signals for performing selected functions on said telephone trunks and providing a status for said telephone trunks; and

control means having at least one terminal interface port for communicating with a plurality of said data terminal, having a host interface port for communicating with said host using said predetermined instruction set and said predetermined data format, having a switching control port for providing said switching control signals to said trunk switching means, having a trunk interface control port for providing said interface control signals to said trunk interface means and receiving said status for said telephone trunks from said trunk interface means, said control means obtaining a predetermined number of said customer account records from said host using said predetermined instruction set and said predetermined data format and, for at least one record, extracting a customer telephone number, causing said trunk interface means to place an outgoing call by dialing said customer telephone number on a selected trunk of said telephone trunks, responding to said trunk interface means providing an indication that said outgoing call has been answered by causing said trunk switching means to connect said selected trunk for said outgoing call which has been answered to a said audio communications means of an available operator, and causing said host to send at least a portion of said record to said data terminal of said available operator.

2. The apparatus of claim 1 wherein said control means causes said host to send said portion of said record to said data terminal of said available operator by sending a record identification key for said record to said data terminal and said data terminal requests said record from said host.

3. The apparatus of claim 1 wherein said control means causes said host to send said portion of said record to said data terminal of said availble operator by sending to said host a command identical to that which said data terminal would send to said host to obtain said record.

4. The apparatus of claim 1 wherein said trunk interface means comprises:

first means responsive to said interface control signals for seizing said selected trunk of said plurality of telephone trunks;

second means responsive to said interface control signals for placing said outgoing call by placing dialing signals on said selected trunk; and

call progress monitoring means for monitoring said selected trunk and providing said indication that said outgoing call has been answered.

5. The apparatus of claim 1 and further comprising:

message player means for placing a first predetermined message on said selected trunk for prompting a called party to provide a response;

decoder means responsive to signals placed upon said selected trunk by said called party for providing a decoded response;

wherein said control means is responsive to said trunk interface means indicating that said outgoing call has been answered for causing said message player means to place said first predetermined message on said selected trunk, and responsive to said decoded response for determining whether assistance from an operator is required;

wherein, if said assistance is required, said control means causes said trunk switching means to connect said selected trunk to said audio communications means of said available operator and provides at least a predetermined portion of said customer account record to said data terminal of said available operator, and said data terminal provides data entries made at said data terminal by said operator to said host using said predetermined instruction set and said predetermined data format, and said host updates said record by incorporating said data entries into said record; and

if said assistance is not required, said control means provides said decoded response as data entries to said host using said predetermined instruction set and said predetermined data format, said host updates said customer account record by incorporating said data entries into said record, and said control means causes said message player means to place a next predetermined message on said selected trunk.

6. The apparatus of claim 5 wherein said next predetermined message prompts said called party to provide another response.

7. The apparatus of claim 5 wherein at least one said message prompts said called party to provide said response using a telephone keypad, and said decoder means comprises a tone decoder.

8. The apparatus of claim 5 wherein at least one said message prompts said called party to provide said response using voice words, and said decoder means comprises a voice decoder.

9. The apparatus of claim 8 wherein at least one said message prompts said called party to provide a response using a predetermined group of voice words.

10. For use with a customer account servicing system having a host, said host containing a plurality of customer account records, said host having an applications program which uses a predetermined instruction set and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automated incoming call handling while still using said applications program, said predetermined instruction set, and said predetermined data format, comprising:

a plurality of operator terminals, each operator terminal of said plurality of operator terminals comprising a data terminal and an associated audio communications means, each said data terminal communicating with said host using said predetermined instruction set and said predetermined data format;

trunk switching means responsive to switching control signals for connecting selected trunks of a plurality of telephone trunks to selected ones of said audio communications means;

incoming call detection means for providing a ring detect signal when an incoming call occurs on a telephone trunk of said plurality of telephone trunks;

automatic number identification (ANI) decoder means responsive to predetermined signals on said telephone trunk which has said incoming call for providing a calling party telephone number; and

control means having at least one terminal interface port for communicating with a plurality of said data terminal, having a host interface port for communicating with said host using said predetermined instruction set and said predetermined data format, and having a switching control port for providing said switching control signals to said trunk switching means, said control means responding to said ring detect signal by causing said trunk switching means to connect said telephone trunk which has said incoming call to said audio communications means for an available operator and responding to said calling party telephone number by causing said host to provide to said data terminal for said available operator at least a portion of a customer account record which has a customer telephone number corresponding to said calling party telephone number.

11. The apparatus of claim 10 wherein said control means monitors each of said operator terminals to determine whether each said operator terminal is available or not available and, when said incoming call occurs, said control means receives said calling party telephone number from said ANI decoder means for said telephone trunk which has said incoming call, provides said calling party telephone number to a said data terminal of an available said operator terminal and, using said predetermined instruction set and said predetermined data format, causes said host to provide to said data terminal at least a portion of a said customer account record which has said customer telephone number corresponding to said calling party telephone number, and causes said trunk switching means to connect said telephone trunk to said audio communications means of said available said operator terminal.

12. The apparatus of claim 11 and further comprising:

message player means for placing a message on a selected one of said telephone trunks;

wherein, when an incoming call occurs on one of said telephone trunks and a said operator terminal is not available, said control means causes said message player means to place said message on said one of said telephone trunks having said incoming call.

13. The apparatus of claim 12 wherein said message player means comprises:

a plurality of message playing devices, each of said devices being for placing a said message on a predetermined one of said telephone trunks.

14. The apparatus of claim 10 and further comprising:

message player means for placing a first predetermined message on said telephone trunk which has said incoming call for prompting a calling party to provide a response; and

decoder means responsive to signals placed on said telephone trunk by said calling party for providing a decoded response;

wherein said control means is further responsive to said decoded response for determining whether assistance from an operator is required;

wherein, if said assistance is required, said control means causes said trunk switching means to connect said telephone trunk to said audio communications device of said available operator, said data terminal of said available operator provides data entries made at said data terminal by said operator to said host, and said host updates said customer account record by incorporating said data entries into said customer account record; and

if said assistance is not required, said control means provides said decoded response as data entries to said host, said host updates said customer account record by incorporating said data entries into said customer account record, and said control means causes said message player means to place a next predetermined message on said telephone trunk.

15. The apparatus of claim 14 wherein said next predetermined message prompts said calling party to provide another response.

16. The apparatus of claim 14 wherein at least one said predetermined message prompts said calling party to provide said response using a telephone keypad and said decoder means comprises a tone decoder.

17. The apparatus of claim 14 wherein at least one said predetermined message prompts said calling party to provide said response using voice words and said decoder means comprises a voice decoder.

18. The apparatus of claim 17 wherein at least one said predetermined message prompts said calling party to provide said response using a predetermined group of voice words.

19. The apparatus of claim 10 wherein said control means causes said host to send said portion of said customer account record to said data terminal of said available operator by sending a record identification key for said record to said data terminal and said data terminal requests said record from said host.

20. The apparatus of claim 10 wherein said control means causes said host to send said portion of said customer account record to said data terminal of said available operator by sending to said host a command identical to that which said data terminal would send to said host to obtain said record.

21. For use with a customer account servicing system having a host, said host containing a plurality of customer account records, said host having an applications program which uses a predetermined instruction set and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automated incoming call handling while still using said applications program, said predetermined instruction set, and said predetermined data format, comprising:

a plurality of operator terminals, each operator terminal of said plurality of operator terminals comprising a data terminal and an associated audio communications means, each said data terminal communicating with said host using said predetermined instruction set and said predetermined data format;

trunk switching means responsive to switching control signals for connecting selected trunks of a plurality of telephone trunks to selected ones of said audio communications means;

incoming call detection means for providing a ring detect signal when an incoming call occurs on a said telephone trunk;

message player means for placing a first predetermined message on said telephone trunk which has said incoming call for prompting a calling party to provide a response;

decoder means responsive to signals placed on said telephone trunk by said calling party for providing a decoded response; and

control means having at least one terminal interface port for communicating with a plurality of said data terminal, having a host interface port for communicating with said host using said predetermined instruction set and said predetermined data format, having a switching control port for providing said switching control signals to said trunk switching means, said control means responding to said ring detect signal by causing said message player means to place said first predetermined message on said telephone trunk which has said incoming call and responding to said decoded response by determining whether assistance from an operator is required;

wherein, if said assistance is required, said control means causes said trunk switching means to connect said telephone trunk which has said incoming call to said audio communications means of an available operator, said data terminal provides data entries made at said data terminal by said operator to said host, and said host updates a customer account record for said calling party by incorporating said data entries into said customer account record; and

if said assistance is not required said control means provides said decoded response as data entries to said host, said host updates said customer account record by incorporating said data entries into said customer account record, and said control means causes said message player means to place a next predetermined message on said telephone trunk.

22. The apparatus of claim 21 wherein:

said first predetermined message prompts said calling party to provide a calling party telephone number;

said control means provides said calling party telephone number to said host using said predetermined instruction set and said predetermined data format;

said host advises said control means, using said predetermined instruction set and said predetermined data format, whether a customer account record having a customer telephone number corresponding to said calling party telephone number is available; and

if said record is not available, said control means determines that said assistance is required and, further, provides said calling party telephone number to said data terminal.

23. The apparatus of claim 22 wherein, if said record is available, said control means causes said trunk switching means to connect said telephone trunk to said audio communications means of said available operator and causes said host to provide at least a portion of said customer account record to said data terminal of said available operator, said data terminal provides data entries made at said data terminal by said operator to said host, and said host updates said customer account record by incorporating said data entries into said customer account record.

24. The apparatus of claim 21 wherein:

said first predetermined message prompts said calling party to provide a calling party customer account number;

said control means provides said calling party customer account number to said host using said predetermined instruction set and said predetermined data format;

said host, using said predetermined instruction set and said predetermined data format, advises said control means whether a customer account record having a customer account number corresponding to said calling party customer account number is available; and

if said record is not available, said control means determines that said assistance is required and, further, provides said calling party customer account number to said data terminal.

25. The apparatus of claim 24 wherein, if said record is available, said control means causes said trunk switching means to connect said telephone trunk to said audio communications means of said available operator and causes said host to provide at least a portion of said customer account record to said data terminal of said available operator, said data terminal provides data entries made at said data terminal by said operator to said host, and said host updates said customer account record by incorporating said data entries into said customer account record.

26. The apparatus of claim 21 wherein said next predetermined message prompts said calling party to provide another response.

27. The apparatus of claim 21 wherein at least one said predetermined message prompts said calling party to provide said response using a telephone keypad and said decoder means comprises a tone decoder.

28. The apparatus of claim 21 wherein at least one said predetermined message prompts said calling party to provide said response using voice words and said decoder means comprises a voice decoder.

29. The apparatus of claim 28 wherein at least one said predetermined message prompts said calling party to provide said response using a predetermined group of voice words.

30. The apparatus of claim 21 wherein said control means monitors each of said operator terminals to determine whether a said operator is available and, if said assistance is required and a said operator is not available, causes said message player means to place another predetermined message on said telephone trunk having said incoming call and, when a said operator becomes an available operator, causes said trunk switching means to connect said telephone trunk having said incoming call to said audio communications means of said available operator.

31. The apparatus of claim 30 wherein said message player means comprises:

a plurality of message playing devices, each of said devices being for placing at least one predetermined message on a predetermined one of said telephone trunks.

32. The apparatus of claim 21 wherein said control means evaluates said decoded response to determine whether said assistance is required;

and

if said assistance is not required, said control means provides said decoded response as data entries to said host, said host updates said customer account record by incorporating said data entries into said record, and said control means causes said message player means to place a next message on said telephone trunk; and

if said assistance is required, said control means causes said trunk switching means to connect said telephone trunk which has said incoming call to said audio communications means of said available operator and causes said host to provide at least a portion of said customer account record to said data terminal, said data terminal provides data entries made at said data terminal by said operator to said host, and said host updates said customer account record by incorporating said data entries into said customer account record.

33. The apparatus of claim 23 wherein said control means causes said host to send said portion of said customer account record to said data terminal of said available operator by sending a record identification key for said record to said data terminal and said data terminal requests said record from said host.

34. The apparatus of claim 23 wherein said control means causes said host to send said portion of said customer account record to said data terminal of said available operator by sending to said host a command identical to that which said data terminal would send to said host to obtain said portion of said customer account record.

35. The apparatus of claim 25 wherein said control means causes said host to send said portion of said customer account record to said data terminal of said available operator by sending a record identification key for said record to said data terminal and said data terminal requests said record from said host.

36. The apparatus of claim 25 wherein said control means causes said host to send said portion of said customer account record to said data terminal of said available operator by sending to said host a command identical to that which said data terminal would send to said host to obtain said portion of said customer account record.

37. The apparatus of claim 32 wherein said control means causes said host to send said portion of said customer account record to said data terminal of said available operator by sending a record identification key for said record to said data terminal and said data terminal requests said record from said host.

38. The apparatus of claim 32 wherein said control means causes said host to send said portion of said customer account record to said data terminal of said available operator by sending to said host a command identical to that which said data terminal would send to said host to obtain said portion of said customer account record.

39. For use with a customer account servicing system having a host and a plurality of operator terminals, said host containing a plurality of customer account records, each operator terminal of said operator terminals comprising a data terminal and a corresponding audio communications means, said host using a predetermined applications program and communicating with a plurality of said data terminal using a predetermined instruction set and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automated call placement and handling while still using said predetermined applications program, said predetermined instruction set and said predetermined data format, comprising:

trunk switching means responsive to switching control signals for connecting selected ones of a plurality of telephone trunks to selected ones of a plurality of said audio communications means;

trunk interface means responsive to interface control signals for performing selected functions on said telephone trunks and providing a status for said telephone trunks; and

control means having a host interface port for communicating with said host using said predetermined instruction set and said predetermined data format, at least one terminal interface port connected to said plurality of said data terminal, a switching control port for providing said switching control signals, and a trunk interface control port for providing said interface control signals, said control means obtaining a predetermined number of said customer account records from said host using said predetermined instruction set and said predetermined data format and, for at least one record, extracting a customer telephone number, causing said trunk interface means to place an outgoing call by dialing said customer telephone number on a selected trunk of said telephone trunks, responding to said trunk interface means providing an indication that said outgoing call has been answered by causing said trunk switching means to connect said selected trunk for said outgoing call which has been answered to a said audio communications means of an available operator, and causing said host to send at least a portion of said record to said data terminal of said available operator.

40. For use with a customer account servicing system having a host and a plurality of operator terminals, said host containing a plurality of customer account records, each operator terminal of said operator terminals comprising a data terminal and a corresponding audio communications means, said host using a predetermined applications program and communicating with a plurality of said data terminal using a predetermined instruction set and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automated incoming call handling while still using said predetermined applications program, said predetermined instruction set and said predetermined data format, comprising:

trunk switching means responsive to switching control signals for connecting selected ones of a plurality of telephone trunks to selected ones of said audio communications means;

incoming call detection means for providing a ring detect signal when an incoming call occurs on a said telephone trunk; and

automatic number identification (ANI) decoder means responsive to predetermined signals on said telephone trunk which has said incoming call for providing a calling party telephone number;

control means having a host interface port for communicating with said host using said predetermined instruction set and said predetermined data format, at least one terminal interface port connected to said plurality of said data terminal, and a switching control port for providing said switching control signals, said control means responding to said ring detect signal by causing said trunk switching means to connect said telephone trunk which has said incoming call to said audio communications means for an available operator, and responding to said calling party telephone number by using said predetermined instruction set and said predetermined data format to cause said host to provide to said data terminal for said available operator at least a portion of a customer account record which has a customer telephone number corresponding to said calling party telephone number.

41. For use with a customer account servicing system having a host and a plurality of operator terminals, said host containing a plurality of customer account records, each operator terminal of said operator terminals comprising a data terminal and a corresponding audio communications means, said host using a predetermined applications program and communicating with a plurality of said data terminal using a predetermined instruction set and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automated incoming call handling while still using said predetermined applications program, said predetermined instruction set and said predetermined data format, comprising:

trunk swithcing means responsive to switching control signals for connecting selected ones of a plurality of telephone trunks to selected ones of said audio communications means;

incoming call detection means for providing a ring detect signal when an incoming call occurs on a said telephone trunk;

message player means for placing a first predetermined message on said telephone trunk which has said incoming call for prompting a calling party to provide a response;

decoder means responsive to signals placed on said telephone trunk by said calling party for providing a decoded response; and

control means having a host interface port for communicating with said host using said predetermined instruction set and said predetermined data format, at least one terminal interface port connected to said plurality of said data terminal, a switching control port, and a trunk interface control port for providing said switching control signals, said control means responding to said ring detect signal by causing said message player means to place said first predetermined message on said telephone trunk which has said incoming call and responding to said decoded response by determining whether assistance from an operator is required;

wherein, if said assistance is required, said control means causes said trunk switching means to connect said telephone trunk which has said incoming call to said audio communications means of an available operator, said data terminal provides data entries made at said data terminal by said operator to said host, and said host updates said customer account record of said calling party by incorporating said data entries into said customer account record; and

if said assistance is not required, said control means provides said decoded response as data entries to said host using said predetermined instruction set and said predetermined data format, said host updates said host updates said customer account record by incorporating said data entries into said customer account record, and said control means causes said message player means to place a next predetermined message on said telephone trunk.

42. For use with a customer account servicing system having a host and a plurality of operator terminals, said host containing a plurality of customer account records, each operator terminal of said operator terminals comprising a data terminal and a corresponding audio communications means, said host using a predetermined applications program and communicating with a plurality of said data terminal using a predetermined instruction set and a predetermined data format, a method for upgrading said customer account servicing system to provide for automated call placement and handling while still using said predetermined applications program, said predetermined instruction set and said predetermined data format, comprising the steps of:

(a) obtaining at least a first portion of a customer account record from said host using said predetermined instruction set and said predetermined data format;

(b) extracting a customer telephone number from said first portion of said customer account record;

(c) seizing a selected trunk of a plurality of telephone trunks;

(d) placing an outgoing call by causing said customer telephone number to be placed on said selected trunk;

(e) monitoring said selected trunk to determine if said outgoing call has been answered;

(f) if said outgoing call has been answered then;

(i) placing a message on said selected trunk;

(ii) monitoring said selected trunk for a response to said message;

(iii) determining whether said response to said message indicates operator assistance is required;

(iv) if said operator assistance is required then;

(A) connecting said selected trunk to an audio communications means of an available operator;

(B) sending at least a second portion of said customer account record to a data terminal of said available operator;

(C) providing data entries made at said data terminal to said host;

or

(v) if said operator assistance is not required then providing said response to said host;

or

(g) if said outgoing call has not been answered then releasing said selected trunk.

43. The method of claim 42 wherein said message prompts said response by indicating that said response should be voice words.

44. The method of claim 43 wherein said message indicates that said response should be from a predetermined group of voice words.

45. The method of claim 42 wherein said message prompts said response by indicating that said response should be provided using a telephone keypad.

46. The method of claim 42 wherein, at step (f)(iv)(B), said second portion of said customer account record comprises a remainder of said customer account record, said first portion and said remainder forming a complete customer account record.

47. The method of claim 42 wherein, at step (f)(iv)(B), said data terminal of said available operator requests an additional portion of said customer account record.

48. The method of claim 47 wherein said data terminal requests said additional portion of said customer account record in response to a predetermined key entry by said available operator.

49. The method of claim 47 wherein said data terminal requests said additional portion of said customer account record in response to receipt of said second portion of said customer account record.

50. The method of claim 42 wherein step (g) further comprises updating said customer account record to indicate that said outgoing call was not answered.

51. The method of claim 42 wherein:

step (e) further comprises monitoring said selected trunk to determine whether busy signals, unanswered ringing signals, or other call progress signals are present; and

step (g) further comprises updating said customer account record to indicate that said busy signals, said unanswered ringing signals, or said other call progress signals are present.

52. The method of claim 42 wherein:

step (a) comprises obtaining said first portion of a plurality of said customer account records; and

steps (b) through (g) are performed for each record of said plurality of customer account records.

53. The method of claim 42 wherein step (f) (v) further comprises:

(A) placing next message on said selected trunk;

(B) monitoring said selected trunk for a response to said next message;

(C) determining whether said response to said next message indicates operator assistance is required;

(D) if said operator assistance is required then proceeding to step (f)(iv)(A); and

(E) if said operator assistance is not required then providing said response to said host and proceeding to step (f)(v)(A).

54. The method of claim 53 and further comprising:

releasing said selected trunk in response to a predetermined response to said next message.

55. The method of claim 42 and further comprising:

releasing said selected trunk in response to a predetermined response to said message.

56. For use with a customer account servicing system having a host and a plurality of operator terminals, said host containing a plurality of customer account records, each operator terminal of said operator terminals having an audio communications means and a data terminal, said host using a predetermined applications program and communicating with each said data terminal using a predetermined set of instructions and a predetermined data format, said host and a plurality of said data terminal being connected to a ring network and representing nodes on said ring network, an apparatus for upgrading said existing customer account servicing system to provide for automated call placement and handling while still using said predetermined applications program, said predetermined instruction set and said predetermined data format, comprising:

trunk switching means responsive to switching control signals for connecting selected ones of a plurality of telephone trunks to selected ones of a plurality of said audio communications means;

trunk interface means responsive to interface control signals for performing selected operations on said telephone trunks; and

control means having a host port connected to said host, a ring port connected to said ring network and representing one node on said ring network, a switching control port for providing said switching control signals, and an interface control port for providing said interface control signals, said control means communicating with said host using said predetermined set of instructions and said predetermined data format, said control means obtaining at least a first portion of each record of a plurality of said customer account records from said host using said predetermined set of instructions and said predetermined data format and, for each record of said plurality of customer account records, extracting a customer telephone number from said first portion, causing said trunk interface means to place an outgoing call by dialing said customer telephone number on an available telephone trunk of said plurality of telephone trunks, is responding to said trunk interface means providing an indication that said outgoing call has been answered by causing said trunk switching means to connect said telephone trunk for said outgoing call which has been answered to an audio communications means of an available operator, requesting, using said predetermined set of instructions and said predetermined data format, said host to send at least a second portion of said record and transferring, over said ring network, using said predetermined set of instructions and said predetermined data format, at least said second portion of said record to said data terminal of said available operator.

57. For use with a customer account servicing system having a host and a plurality of operator terminals, said host containing a plurality of customer account records, each operator terminal of said operator terminals having an audio communications means and a data terminal, said host using a predetermined applications program and communicating with each said data terminal using a predetermined set of instructions and a predetermined data format, an apparatus for upgrading said customer account servicing system to provide for automated call placement and handling while still using said predetermined applications program, said predetermined instruction set and said predetermined data format, comprising:

trunk switching means responsive to switching control signals for connecting selected ones of a plurality of telephone trunks to selected ones of a plurality of said audio communications means;

trunk interface means responsive to interface control signals for performing selected operations on said telephone trunks;

control means connected to said host and a plurality of said data terminal in a predetermined configuration and communicating with said host and said plurality of said data terminal using said predetermined set of instructions and said predetermined data format, and having a switching control port for providing said switching control signals and an interface control means obtaining at least a first portion of at least one said customer account record from said host using said predetermined set of instructions and said predetermined data format and, for each said record, extracting a customer telephone number from said first portion, causing said trunk interface means to place an outgoing call by dialing said customer telephone number on an available telephone trunk of said plurality of telephone trunks, responding to said trunk interface means providing an indication that said outgoing call has been answered by causing said trunk switching means to connect said telephone trunk which has been answered to said audio communications means of an available operator and, using said predetermined set of instructions and said predetermined data format, causing said host to send at least a second portion of said record to said data terminal of said available operator.

58. The apparatus of claim 57 wherein said predetermined configuration comprises:

said host being connected to a host port of said control means; and

each said data terminal being connected to a terminal port of said control means, said control means having a plurality of said terminal port.

59. The apparatus of claim 58 wherein said control means causes said host to send said second portion to said data terminal of said available operator by sending to said host, using said predetermined set of instructions and said predetermined data format, a command to send said second portion, receiving said second portion from said host using said predetermined set of instructions and said predetermined data format, and sending at least said second portion to said data terminal using said predetermined set of instructions and said predetermined data format.

60. The apparatus of claim 59 wherein said command is identical to that command which said data terminal would send to said host to obtain said second portion.

61. The apparatus of claim 57 wherein said predetermined configuration comprises:

said host being connected to a host port of said control means; and

a ring network having a plurality of nodes, each said data terminal being a node, and a terminal port of said control means being a node.

62. The apparatus of claim 61 wherein said control means causes said host to send said second portion to said data terminal of said available operator by sending to said host, using said predetermined set of instructions and said predetermined data format, a command to send said second portion, receiving said second portion from said host using said predetermined set of instructions and said predetermined data format, and sending at least said second portion to said data terminal using said predetermined set of instructions and said predetermined data format.

63. The apparatus of claim 59 wherein said command is identical to that command which said data terminal would send to said host using said predetermined set of instructions and said predetermined data format to obtain said second portion.

64. The apparatus of claim 57 wherein said predetermined configuration comprises:

a ring network having a plurality of nodes, said host being a node, each said data terminal being a node, and a terminal port of said control means being a node.

65. The apparatus of claim 64 wherein said control means causes said host to send said second portion to said data terminal of said available operator by sending to said host, using said predetermined set of instructions and said predetermined data format, a command identical to that command which said data terminal would send to said host to obtain said second portion.

66. The apparatus of claim 64 wherein said control means causes said host to send said second portion to said data terminal of said available operator by sending, using said predetermined set of instructions and said predetermined data format, at least a third portion of said record to said data terminal, and said data terminal requests at least said second portion from said host.

67. The apparatus of claim 57 wherein said control means causes said host to send at least said second portion of said record to said data terminal of said available operator by sending a record identification number for said record to said data terminal and said data terminal requests at least said second portion of said record from said host.

68. The apparatus of claim 57 wherein said control means causes said host to send at least said second portion of said record to said data terminal of said available operator by sending to said host a command identical to that which said data terminal would send to said host to obtain at least said second portion of said record.