Abstract: Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call.

Abstract: The present invention relates to mobile communications technologies, and discloses a method, device, and system for pre-authentication. A pre-authentication device receives a pre-authentication message that carries a pre-authentication option; determines a Mobile Node (MN) to be pre-authenticated according to the pre-authentication message; sends an authentication request message to an Authentication, Authorization and Accounting (AAA) server to request authentication of the MN; receives an authentication response message that is sent by the AAA server, where the authentication response message carries a pre-authentication key used between a Candidate Authenticator (CA) and the MN; and sends the pre-authentication key to the MN. Through implementation of the present invention, the pre-authentication key is obtained before the MN switches to the CA. In this way, security of communication is enhanced, and delay of switching and authentication is shortened.

Abstract: A contact center includes a real time threshold prediction module that determines that a selected performance measure will, during a future time interval, likely cross a selected threshold and, in response, performs at least one of the following operations: (i) determines, for the likely crossing of the selected threshold, a consequence in a selected service level agreement and determines a set of corrective actions to reduce a likelihood that the selected performance measure will cross the selected threshold.

Abstract: The present invention relates to mobile communications technologies, and discloses a method, device, and system for pre-authentication. A pre-authentication device receives a pre-authentication message that carries a pre-authentication option; determines a Mobile Node (MN) to be pre-authenticated according to the pre-authentication message; sends an authentication request message to an Authentication, Authorization and Accounting (AAA) server to request authentication of the MN; receives an authentication response message that is sent by the AAA server, where the authentication response message carries a pre-authentication key used between a Candidate Authenticator (CA) and the MN; and sends the pre-authentication key to the MN. Through implementation of the present invention, the pre-authentication key is obtained before the MN switches to the CA. In this way, security of communication is enhanced, and delay of switching and authentication is shortened.

Abstract: The present invention discloses a method, a system and an apparatus for reserving network resources. The network resource reservation method includes: directly receiving, from a mobility management control function (MMCF), a request for resource reservation on a target transport path; controlling a transport function to reserve network resources on the target transport path according to the resource reservation request; and returning a result of the network resource reservation to the MMCF. The technical solution of the present invention enables advance resource reservation on a target transport path before a network handover occurs, when a user is moving.

Abstract: A method, a device, a system and a server for network authentication are provided. The method includes: receiving a user authentication request forwarded by a second Access Management Functional Entity (AM-FE) when a user is attached to the second AM-FE from a first AM-FE; obtaining an authentication key of a security domain of the second AM-FE according to the user authentication request; and authenticating the user by using the authentication key. The following problems are solved: packets of user services are lost and even services are temporarily interrupted because of long time consumption and poor security during intra-domain or inter-domain handover of the user. Therefore, the safe authentication of the user's intra-domain or inter-domain roaming is achieved, and thus the security and reliability of user authentication are improved.

Abstract: A data store (e.g., a relational database, an object-oriented database, an unstructured file system, an in-memory data structure, etc.) and associated methods are disclosed for predicting the accuracy of agent responses in a call center. In accordance with the illustrative embodiment, agents in a call center are prompted at different times during their workday for estimates of how much longer they will be servicing their current call, and the estimates are stored in the data store along with the actual times required for completion of the call. Statistics for each agent's prediction accuracy are computed and stored in the data store along with the raw data, and can then be used to assess the accuracy of subsequent agent responses to queries.

Abstract: Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call.

Abstract: A contact center includes a real time threshold prediction module that determines that a selected performance measure will, during a future time interval, likely cross a selected threshold and, in response, performs at least one of the following operations: (i) determines, for the likely crossing of the selected threshold, a consequence in a selected service level agreement and determines a set of corrective actions to reduce a likelihood that the selected performance measure will cross the selected threshold.

Abstract: A method for authentication based on NASS is disclosed. UAAF authenticates the accessing of CNG. UAAF produces the management authentication credential between CNG and CNGCF, and sends the management authentication credential to CNGCF. CNG obtains the management authentication credential. CNG authenticates CNGCF by the obtained management authentication credential and CNGCF authenticates CNG by the management authentication credential. A system for authentication based on NASS is also disclosed. The authentication credential can be automatically produced, distributed and modified. And the operation cost is reduced and the operation efficiency is enhanced.

Abstract: The present invention relates to a method and a system for implementing protection of terminal configuration data. The core of the present invention is to protect user terminals based on running data safely and correctly. The details include: first, categorize the terminal data into categories; then, decide a specific condition to judge whether the modification of the data is incorrect according to the category of the data, and deny the corresponding incorrect modification. Thus, terminal service malfunction caused by incorrect modification of data can be reduced. Therefore, the implementation proposal of terminal data categorization and protection process deployed in the present invention reduces troubleshooting time, lowers service maintenance costs, and improves customer satisfaction.

Abstract: This invention relates to a method and system for implementing Automated Service Provisioning on a PPP Access Terminal. This invention mainly includes: a PPP (Point-to-Point Protocol) Access Terminal first decides the address information of the Network Management/Auto-Configuration Server; the PPP Access Terminal automatically obtains address information required for launching services from the aforementioned Network Management/Auto-Configuration Server, and then launches services by using the aforementioned configuration information, which realizes the corresponding Automated Service Provisioning process. This invention implements an Automated Service Provisioning process under PPP networking conditions to eliminate depending on a DHCP server and avoiding major network rebuilding to protect the investment of the telecommunication operators.

Abstract: A sorting method for use with a database having randomly hashed records stored therein. The records are sorted in accord with a predetermined parameter and the database exists on a storage medium. At least one stage of the method includes sorting the records in accord with a subgroup of the predetermined parameter and into record groups stored in the storage medium. Records are further sorted in later stages and may be read onto a second medium for sorting. The sorting method allows the amount of processor memory used for sorting to be limited, such that adverse effects on normal call processing are limited or nonexistent.

Abstract: The present invention provides an improved method for managing a toll-free number database within a storage medium. The method provides for extending space for record data within the storage medium. Memory space within the storage medium is allocated into buckets for storing records in accord with record size. A database-index is provided for mapping each record to a bucket. A bucket-index is provided for identifying buckets that may receive new records. If a bucket becomes full or approaches full occupancy, a new bucket is added to the database and the bucket-index is updated accordingly. An occupancy-index may be provided for indicating the amount of available memory in each bucket.

Abstract: In a display and input device (CP) displaying information on a display (DP) and performing changing of the information and communication through switch operating means (CSW1), the switch operating means (CSW1) are arranged on the left and right edges of the display (DP), opaque members among members forming the switch operating means (CSW1) are arranged outside the screen of the display (DP), and only transparent members are arranged on the display (DP). Thus, a switch operation can be performed while recognizing functions of the switch operating means (CSW1) and the switch operating means (CSW1) having the stroke feeling and click feeling of a mechanical switch so that an operating environment having excellent operability and implementing reliable input can be obtained.