Abstract: A voice mail system voice mail mailbox having a message container storing a plurality of messages and a pointer indicating a message in the message container. The pointer is initially set to point to a first message in the message container. A first user accesses the voice mail mailbox. At the same time, or any time thereafter, a second user also accesses the voice mail mailbox. Responsive to a command from the first user, the first message is played to the first user. The pointer is then updated to point to a second message in the message container. Responsive to a command from the second user, the second message is played to the second user, simultaneously with the first message being played to the first user.

Abstract: A plurality of telecommunication switches are coupled to agent communication terminals (ACTs) which are used by agents for handling incoming calls. An integrated control system is coupled to the ACTs and controls the distribution of incoming calls among the ACTs. An intelligent node in the system can access an agent queue that stores data indicating availability of ACTs to handle the call and a call queue which stores data concerning calls waiting for ACD service. A database stores processing instructions for the handling of incoming calls based on data contained in the agent and call queues, and subscriber specified instructions.

Abstract: Increased reliability for intelligent call processing systems is provided by collecting information from communications between the network database, the subscriber database, and the network switch. Message transfers between these network elements are monitored and correlated to identify those messages corresponding to a particular call. The messages for the call are analyzed to determine which database generated the instructions for routing the call. In particular, by comparing the routing number returned to the interexchange switch with the routing instruction information supplied by the subscriber's database, it can be determined whether the call was routed according to instructions from the subscriber's database.