Abstract: An Internet protocol query for Internet protocol private branch exchanges including a private branch exchange that is connected to the public switched telephone network for receiving a call setup request, the private branch exchange not being enabled for receiving calling name delivery information from a telecommunications circuit; at least one of an incumbent local exchange carrier switch and a competitive local exchange carrier switch in communication with the private branch exchange, the at least one of the incumbent local exchange carrier switch and the competitive local exchange carrier switch having the telecommunications circuit not enabled for calling name delivery information retrieval; a network in communication with the private branch exchange; and a calling name delivery database in communication with the network for receiving calling name delivery queries from the private branch exchange based on the call setup request. Methods for routing calls based on ENUM information is also included.

Abstract: The present invention discloses an apparatus and a method for controlling an amount of concurrent calls. The apparatus for controlling the amount of concurrent calls comprises a background processing module, a cooperation module and a core module, wherein the background processing module is arranged to provide an information configuration interface, configure a threshold for each of amounts of concurrent calls classified according to call characteristics, and send the threshold to the core module; the cooperation module is arranged to provide a variable for each of amounts of concurrent calls classified according to call characteristics and send the variable to the core module; and the core module is arranged to receive the threshold and the variable and control the cooperation module to release a current call when determining the variable is no less than the threshold.

Abstract: A management server 10 stores past record data regarding the call volume by collecting from an exchanger, classifies the past record data in accordance with segments: a 7-day period in a month starting from the beginning of a month; a day of the week; and a predetermined period of time in a day, for a predetermined term in the past, obtains a multiple regression equation having the call volume as an objective variable, based upon the past record data thus classified, by performing a multivariate analysis for each day of the week, and calculates the call volume in a term that is specified by a user based upon the multiple regression equation.

Abstract: A call connection method and apparatus in a communication system are provided, in which a call connection request message is received from each of first and second terminals, it is determined whether the first and second terminals are requesting a call connection to each other, one of the first and second terminals is selected if the first and second terminals are requesting a call connection to each other, the call connection request of the selected terminal is rejected, and a call is connected between the first and second terminals by performing a call connection to the selected terminal according to the call connection request of the non-selected terminal.

Abstract: A method for scheduling ringing signals for a plurality of subscriber lines includes maintaining a schedule of ringing signals for the plurality of subscriber lines. A plurality of ringing counts is determined. Each ringing count specifies a number of subscriber lines ringing at a selected point in the schedule. A ringing request for a particular subscriber line is received. A position in the schedule for the ringing request is identified based on the ringing counts that does not exceed a maximum ringing limit. The ringing request is scheduled in the schedule responsive to identifying the position. A ringing signal is generated for the particular subscriber line in accordance with the schedule.

Abstract: A teleconferencing system that enables facilitator-led teleconferences in which a caller can transfer their call to a different conference group, facilitator, or another party by initiating a transfer command, such as by pushing a particular key on their telephone keypad. Application software controls a switch that automatically transfers a caller to a different conference group, facilitator, or party when a transfer-initiating act, such as pressing a key on a keypad, is sensed. The transfer is reported to the current facilitator and to the new facilitator, if any, who is provided with contact information regarding the transferring-in caller.

Abstract: A system and method of delivering ringback audio content are disclosed. In one embodiment, the method includes receiving a connection request at an originating serving call session control function (S-CSCF) network element. The connection request indicates that a caller device has placed a call to a destination device associated with a ringback audio content service subscriber. The method also includes receiving a plurality of naming authority pointer (NAPTR) records at the originating S-CSCF network element from a telephone number mapping (ENUM) server. The NAPTR records include a plurality of ringback audio uniform resource indicators (URIs) associated with the destination device. The method also includes modifying the connection request to include the plurality of ringback audio URIs.

Abstract: A system for automatically collecting, displaying, analyzing and projecting data associated with inbound and outbound calls at a plurality of customer care call centers is presented. The system comprises a computer system, a memory, and an application stored in the memory that, when executed by the computer system, stores inbound call metrics about calls to a plurality of customer care call centers, and stores outbound call metrics about calls directed outbound from the plurality of customer care call centers. The system further determines a current call handling status of the plurality of customer care call centers, projects a future status of the plurality of customer care call centers based on the inbound call metrics, on the outbound call metrics, on the current call handling status, and on a call handling plan, and performs an action based on the projected future status of the plurality of customer care call centers.

Abstract: A system that incorporates teachings of the present disclosure may include, for example, a proactive scheduler having a controller element to determine a scheduling conflict between a called party and a calling party according to calendar information of the called party and presence information of the called party. Additional embodiments are disclosed.

Abstract: Techniques for dispatching one or more services requests to one or more agents are provided. The techniques include obtaining one or more attributes of each service request, obtaining one or more attributes of each agent, obtaining feedback from each of one or more agent queues, and using the one or more attributes of each service request, the one or more attributes of each agent and the feedback from each of the one or more agent queues to determine one or more suitable agents to receive a dispatch for each of the one or more service requests. Techniques are also provided for generating a database of one or more attributes of one or more service requests and one or more attributes of one or more agents.

Abstract: A method of controlling conference calls includes initiating a conference call between multiple conferees using a conferencing controller, placing each of the multiple conferees in a listen only mode using the conferencing controller, receiving a signal at the conferencing controller from a plurality of the conferees requesting active participation in the conference call, displaying a list of the plurality of conferees requesting active participation in the conference call, receiving from a user a selection of one of the plurality of conferees who have requested active participation in the conference call, and placing the one of the plurality of conferees in a talk mode using the conferencing controller. The method may also include monitoring a connection between the conferencing controller and a controlling application and notifying an operator if the connection is disrupted.

Abstract: Information may be provided to a telephony customer from an overlay service by causing a second stream of audio information to be overlayed on a primary stream of audio information. The overlayed information may be whispered to the user by causing the overlayed information to be compressed into a limited frequency spectrum which is inserted into a manufactured gap in the primary audio stream. This allows the user to continue to hear the main audio stream while also hearing the overlayed information. The overlay service may provide administrative information, advertisements, music, and/or Internet search results via the overlayed audio. Users may issue commands to the overlay service, to have particular information transmitted via overlayed audio. Where the user is also associated with a telephony application running on a computer platform, the overlayed information may be incorporated onto the information being shown to the user on a computer display.

Abstract: A method of establishing a call over a Public Switched Telephone Network (PSTN) is provided. The PSTN operatively connected to an End Office (EO) serving a calling party's Consumer Premises Equipment (CPE). The method includes: receiving at a network element of the PSTN a message requesting establishment of the call over the PSTN, the message being received over a packet-switched network and identifying the calling party's CPE from which the call is to be placed; and, notifying the EO serving the calling party's CPE of the request for establishment of the call such that the EO treats the call as a terminating call as opposed to an originating call.

Abstract: This disclosure details the implementation of methods, systems and computer program products for a customer satisfaction engine (CSE). Embodiments of the CSE allow callers to key in customer satisfaction data using a rating system and/or to change customer service representatives (CSR) during the course of a customer service call rather than after the call has ended. Caller generated ratings may be stored in a database in association with the respective CSR profile for later access, analysis, and/or review. CSE embodiments may also allow customers to log in to a website and view operations made by the CSR as a service call progresses. CSE systems may provide for improved customer service and allow companies improved efficiency, monitoring and reporting of CSR performance.

Abstract: An approach for using a centralized conference call manager is provided for initiating conference calls. Users register with the centralized conference call manager to set up a conference call at a future date and time. When the designated time/date arrive, the centralized conference call manager contacts the various intended attendees using a variety of contact locations (e.g., office telephone, mobile telephone, home telephone, etc.). The system further allows an intended attendee to, when contacted by the centralized conference call manager, provide a different contact number that the conference call manager will use instead. An anticipated attendee can decline the call and provide a verbal reason for not being able to attend. The centralized conference call manager records the reason and, when requested, plays the reason back to the other attendees.

Abstract: A balance between customer satisfaction and cost to providing customer care can be achieved based on the use of online interaction classification techniques. Such techniques can use measurements such as a log likelihood ratio to determine if an interaction should be removed from automation.

Abstract: A web-based hosted solution through which business entities create and manage communications campaigns, such as interactive campaigns that afford target recipients an opportunity to be connected to a third party call center. A web interface is provided to enable a business entity customer to create a set of one or more rules that, when triggered during the campaign, cause the hosted solution to take certain control actions in real-time, based on campaign performance. Preferably, this “campaign performance” is measured indirectly, i.e. without requiring a direct connection to an on-premises call center ACD. Rather, preferably all information about the call center's performance during the campaign is derived from information (gathered by the hosted solution) about calls delivered, or attempted to be delivered, to the call center. In effect, the call center performance is inferred, and this performance is then exposed to the business entity customer through a web-based interface.

Abstract: An apparatus and methods for a call routing system is disclosed whereby the call routing service provider is associated with a series of partners. By providing a system supporting not only the main user, but also the partners, efficiencies are gained through cost-spreading. Agents can be qualified to field calls for multiple business entities. Cross-selling and proactive servicing based on caller demographic and profile data can be effectuated. The system employs a centralized or global bank of shared Interactive Voice Response (IVR) units so that unnecessary post-routing and call site interflow are reduced. The system comprises a central server system that interfaces with a long distance provider so that route requests are received, caller data is retrieved from one or more databases, routing and handling strategies are developed, load balancing is effectuated, and calls are appropriately routed to one of a plurality of geographically separated call center systems with queues staffed by agents.

Abstract: The present invention provides a system, method and software application for associating one or more phone numbers with an action on a phone and performing an action on the phone in response to the user initiating a call to one of such phone numbers. Certain phone numbers are associated with an action. The user's phone, or a server with which the user's phone communicates, maintains a table of the phone numbers associated with an action, and each phone number in the table is related to an action. Software on the user's phone listens for call initiated by a user. When the user initiates a call, software on the phone “intercepts” the call, and the phone (or a server with which the phone communicates) determines whether the call is to a phone number that is in the table. If the phone number is in the table, then it is associated with an action, and the user's phone performs that action at a time specified by instructions for such action.

Abstract: The invention comprises a method and apparatus for enabling a subscriber to establish a call to at least one destination phone number using an email address. Specifically, the method comprises receiving an incoming communication request from the subscriber for establishing the call (where the incoming communication request comprises an email address), determining at least one destination phone number associated with the email address, and processing the call using at least one of the at least one destination phone number associated with the email address.