Abstract: A system providing a map and driving directions to a user of a user telephone for a remote location associated with a remote telephone number. The system includes the user telephone and a server connected through a telephone system. The user telephone includes a location number designator for designating a remote telephone number and an object decoder for decoding software objects such as a map object having map information for the area about the location of a remote address associated with the remote telephone number and a driving directions object having driving directions information for traveling to the remote location.

Abstract: A subscriber dialed common access code, e.g., pqr, such as for directory assistance (411), fire service (611), or voice mail service (222) is translated into a predetermined seven digit number, e.g., tuv-wxyz. All or part of the subscriber's directory number (DN), e.g., abc-defg, is then prefixed and/or suffixed to the translated number to provide a re-constructed number which includes all or part of the subscriber's DN. The re-constructed number takes the form of part/all of [abc-defg] and tuv-wxyz followed by part/all of [abc-defg]. Thus, the re-constructed number incorporates all or part of the subscriber's DN allowing for differentiation among various subscribers who use common access codes permitting each subscriber call to be routed on an individual basis. This permits common access codes to be used by subscribers throughout the network, while routing some subscriber calls differently from others where the same dialed digits are used.

Abstract: A method and system for minimizing database overhead associated with AIN services includes a cascaded database structure having at least two databases. The first database is a seed database containing basic information about the subscriber and his available services. The second database is a real-time database containing additional information that will be used by the appropriate service application. When the subscriber initially requests the service, the service management system creates an entry in the seed database for the subscriber. The entry contains an identifier for the subscriber and an identifier for the service. Until the subscriber actually uses the service, the seed database remains the only entry for the subscriber. When the subscriber actually uses the service, the service application reads the seed database to determine the privileges for the subscriber and creates a larger entry in the real-time database. The service application may not write to the seed database.

Abstract: A system and method for processing orders for telecommunication services received by a telecommunication services provider include receiving an electronic message in a first predefined format from a telecommunications customer, automatically processing the electronic message to identify information related to a telecommunications service offered by the telecommunications services provider, and automatically generating an order for the telecommunication service based on the information so as to reduce manual intervention. In one embodiment, the system and method automatically generate an order by separating information related to each telecommunication service from the electronic message and translating the first predetermined format into a second predetermined format to facilitate further processing by the telecommunications services provider. Information relative to the order is generated by the services provider and converted to the first format before being forwarded to the customer.

Abstract: A method to efficiently allocate telephony resources on a scheduled and dynamic basis, without requiring the shutting down and restarting of a telephony system, comprising the application of two algorithms, one to respond to dynamic changes in resource allocation and on to respond to scheduled resource allocation. The two algorithms work in conjunction with one another to determine the optimum configuration with which to allocate the system's resources, depending upon the estimated demand at a given time of day, and depending upon the actual demand at any given point in time. The method also makes provision for the modification and/or deactivation of the algorithms, and the manual allocation of resources, all by an operator.

Abstract: A telephony device such as a digital telephone or personal computer attaches to phone lines and automatically determines both the type of switch to which is connected, and the type of line card in the switch providing that connection. In addition, device functions and data types supported by the switch and line card are automatically determined, providing a fully automatically configurable device. Programming in the device monitors polling messages provided by the switch and line card having different formats to make the determination. The devices switch between two different flow control types supported by the different line cards, while listening for the polling messages. If a message is not received while using a first flow control type, the second is used. The capability of channel, voice or data, is also automatically determined once the switch type is known.

Abstract: A method and system (100) establishes voice communications between a computer operator (102) and an agent (104) of a business over a computer network, such as the Internet (108). Using an operator computer (106), the computer operator (102) views advertisements of the business' products or services on the Internet (108) via customized home pages (200). When the operator (102) wishes to order a product or ask additional questions about a product, the operator (102) activates a “call me” button (210). A return call screen (300) is then presented to the operator (102) with areas to insert a name (302), a telephone number (304) and a time to call (306). This information is packetized in a call request which is transmitted over the Internet (108) to a telephone switching system (112) associated with the business. The telephone switching system (112) subsequently dials the telephone number (304) at the time to call (306).

Abstract: An operator call-fielding scenario system which displays a response scenario to an operator who is responding to an incoming call includes a memory unit which stores a plurality of scenario parts making up a plurality of response scenarios; a scenario setting unit which selects predetermined scenario parts from the plurality of scenarios parts in the memory unit, in accordance with one of a plurality of conditions, and sets a response scenario with the predetermined scenario parts according to the one condition; and a display unit which displays the set response scenario. Using this configuration, response scenarios matched in the optimum way with various circumstances can be set.

Abstract: A telecommunications service control point having call blocking logic configured to block a percentage of call attempts to a called number and route a percentage of call attempts to the called number. The SCP comprises a processing system coupled to an interface. The processing system is configured to a process a plurality of query messages to generate a plurality of response messages containing call handling information for a plurality of call attempts to a called number. A first percentage of the call handling information includes instructions to block a corresponding first percentage of the plurality of call attempts to the called number. A second percentage of the call handling information includes instructions to route a corresponding second percentage of the plurality of call attempts to the called number. The interface is configured to receive the plurality of query messages and transmit the plurality of response messages.

Abstract: An automated dialer for a call center maximizes agent efficiency in two different ways. In a first method overdial probability is expressed as a probability function of number of agents and total traffic volume; the probability function is set equal to a maximum allowable overdial probability; and the resulting equation is solved for maximum total traffic volume producing the maximum overdial probability. The maximum total traffic volume is then used to determine a new dialing rate by dividing the difference between the calculated maximum traffic volume and known inbound traffic volume by the product of average call length and hit rate, where hit rate is the percentage of connected calls to total dialed outbound calls. In a second method a maximum total traffic volume is calculated from total number of agents times a desired agent utilization factor, and the total traffic volume is used as in the first method to calculate and set a new dialing rate for outbound calls.

Abstract: An apparatus, method and system are disclosed for providing call progress and status information for multiple leg telecommunication sessions, such as for flexible alerting, for intelligent network services. The preferred wireless system embodiment includes a home location register and a mobile switching center. The home location register stores a plurality of secondary directory numbers associated with a pilot directory number. The mobile switching center differentially processes and routes each outgoing call leg associated with each secondary directory number, to form a plurality of outgoing call legs. As the various outgoing call legs may be answered, not answered, released, have routing failures, or return busy signals, the mobile switching center generates corresponding call progress and status information.

Abstract: Described is a method for controlling nodes in a network including the steps of sending a proposed maximum working rate to a plurality of nodes, computing the number of responses received from the nodes by a central controller in a set period and adjusting the maximum working rate sent to the nodes based on the number of responses received.

Abstract: An electronic programmer for the auto-dial functions of a telephone comprises an apparatus which electrically connects the rows and columns lines on the keyboard of a telephone so as to mimic the pressing the buttons on the telephone keypad.

Abstract: A method of controlling affiliation of a remote line-collection device with a plurality of switches connected via a network includes the steps of providing each switch with a backup-storage area in advance in addition to a normal storage area, and transferring control data of the remote line-collection device from the normal storage area of a first switch to the backup-storage area of a second switch when affiliation of the remote line-collection device is changed from the first switch to the second switch.

Abstract: Resolution of contention over resources (102-105) in an automatic call distribution (ACD) system (101) is effected as follows. Call attributes (202) are defined (140) for arriving calls (201), and resource attributes (222) are defined (130) for available resources (221). Rules (211) are defined (150) that match calls having particular call attributes with resources that have corresponding resource attributes. Priorities (212) are assigned to rules, comprising an initial value (213) and a time function (214) that defines how the value changes over time. Each rule preferably defines a coverage path (215) for calls, comprising one or more resource attributes (237) required of resources that can handle the call if the primary resources identified by the rule cannot handle the call in a timely manner (239). Each resource has an associated call queue (121-129).

Abstract: A signal receiving unit receives call information (termination trunk number) of a termination call, a user number, and so forth from an originator. Thereafter, the signal receiving unit transfers the termination call to an operator unit through a PBX. The operator unit receives the call information of the transfer call and inquires of the signal receiving unit about the user number and so forth with a key of the call information. In addition, the operator unit searches user information with a key of the user number from a database and displays the searched result. Even if the PBX is using an ACD function or the like, user identification information received by the signal receiving unit can be sent to the operator unit as a transfer destination.

Abstract: A telecommunications device able to automatically detect a pending change in an area code or numbering plan area (NPA) during the period when either the new area code or the existing area code may be used to dial a particular number. Such a telecommunications device is configured to read an ISDN connected party number or an H.323 connected party number during the permissive period and compare the connected party number with the called party number. If there is a mismatch of the area code and the numbers otherwise match, the telecommunications device knows that an area code update is pending and advises the user thereof accordingly. Alternatively, the telecommunications device may itself automatically update speed dialing lists, routing tables, and the like.

Abstract: A proximity detector (111) is provided for causing automatic callback. The proximity detector (111) causes the called party's telephone (506) to send a signal to the telephone system indicating that the automatic callback may proceed. For example, the detector may cause an off-hook/on-hook event to be sent, or other specific signaling. The telephone system signals the calling party (502), who may then answer the automatic callback and be connected to the called party.

Abstract: A system and method of telephony security for controlling and logging access between an enterprise's end-user stations and their respective circuits into the public switched telephone network (PSTN). A security policy, i.e., a set of security rules, are defined for each of the extensions, the rules specifying actions to be taken based upon at least one attribute of the call on the extension. Calls are detected and sensed on the extensions to determine attributes associated with each call. Actions are then performed on selected calls based upon their attributes in accordance with the security rules defined for those extensions.

Abstract: Apparatus and a method for controlling the establishment of telecommunications calls. In response to a service request from a calling party, a switch serving the calling party transmits a query identifying the called party to a shared database. The database provides information identifying the switch for accessing the called party, and information for identifying port(s) for accessing the called party from that switch. When a customer moves from one location to another, the database is updated to reflect the switch and port identification associated with the new location of the customer. If the called customer is a mobile customer, the database maintains information concerning the current location of that customer so that calls can be immediately switched to that customer.