Abstract: Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as a telephone network, and a packet network, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling and improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer.

Abstract: A computer-implemented method for inserting an out-of-band signaling packet into a real-time protocol (RTP) stream is provided. The method includes receiving the out-of-band signaling packet intended for transmission to a user device and forming a synthesized packet based on payload information from the out-of-band signaling packet and header information stored in a data structure describing the RTP stream. The method also includes inserting the synthesized packet into the RTP stream. The method further includes receiving an RTP packet intended for transmission to the user device via the RTP stream, analyzing an insertion sequence number and an insertion flag maintained in the data structure, and discarding or forwarding the RTP packet via the RTP stream based on the analyzing.

Abstract: A computer-implemented method for inserting an out-of-band signaling packet into a real-time protocol (RTP) stream is provided. The method includes receiving the out-of-band signaling packet intended for transmission to a user device and forming a synthesized packet based on payload information from the out-of-band signaling packet and header information stored in a data structure describing the RTP stream. The method also includes inserting the synthesized packet into the RTP stream. The method further includes receiving an RTP packet intended for transmission to the user device via the RTP stream, analyzing an insertion sequence number and an insertion flag maintained in the data structure, and discarding or forwarding the RTP packet via the RTP stream based on the analyzing.

Abstract: Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as a telephone network, and a packet network, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling and improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer.

Abstract: Described are computer-based methods and apparatuses, including computer program products, for filtering and policing for defending against denial of service attacks on a network. A data packet is filtered by a multi-tiered filtering and transmission system. Data packets matching the first tier filter are discarded. Data packets matching the second tier filter are transmitted to an output module based on a criterion. Data packets in the third tier filter are hashed into bins and data packets matching an entry in the bin are transmitted to the output module based on a criterion for the bin. Data packets in the fourth tier transmission system are transmitted to the output module based on a criterion. Data packets that do not meet the criterion for transmission to the output module are transmitted to an attack identification module which analyzes the data packets to identify attacks.

Abstract: Described are methods and apparatus, including computer program products, for controlling time-sensitive data in a packet-based network. Data associated with a call is received, and the data includes an identifier associated with the data, a data source, or one or more data destinations. The data is associated with a logical trunk group selected from a plurality of logical trunk groups each in communication with the one or more data destinations over a packet-based network. The logical trunk group is selected based in part on the identifier. Calls through the packet-based network are managed based in part on the associated logical trunk group.

Abstract: Described are computer-based methods and apparatuses, including computer program products, for filtering and policing for defending against denial of service attacks on a network. A data packet is filtered by a multi-tiered filtering and transmission system. Data packets matching the first tier filter are discarded. Data packets matching the second tier filter are transmitted to an output module based on a criterion. Data packets in the third tier filter are hashed into bins and data packets matching an entry in the bin are transmitted to the output module based on a criterion for the bin. Data packets in the fourth tier transmission system are transmitted to the output module based on a criterion. Data packets that do not meet the criterion for transmission to the output module are transmitted to an attack identification module which analyzes the data packets to identify attacks.

Abstract: Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as the telephone network, and a packet network, such as the Internet, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling as well as improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer.

Abstract: Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as the telephone network, and a packet network, such as the Internet, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling as well as improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling.

Abstract: Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as the telephone network, and a packet network, such as the Internet, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling as well as improved call routing.