Abstract: Disclosed herein are embodiments for a visual bot builder. An embodiment operates by receiving a selected dialog including one or more interactions between a chat bot and a recipient. A plurality phrases corresponding to triggering an execution of the selected dialog is received. The selected dialog is configured such that upon a receipt of one or more of the plurality of phrases, the chat bot executes the selected dialog. One of the plurality of phrases is received. The selected dialog is executed responsive to the received one of the plurality of phrases.

Abstract: An interactive contact workflow system provides a graphical representation of a contact workflow in a graphical user interface (GUI) of an interactive contact run-time environment. The interactive contact workflow system receives a request to execute a first instruction block of the contact workflow within the interactive contact run-time environment, generates a communication interface to facilitate simulated electronic communication between the GUI and the interactive contact run-time environment, and provides a first visual indicator for display within the GUI that graphically highlights the first instruction block within the GUI to indicate that the first instruction block is active. The interactive contact workflow system then executes the first instruction block by sending a first prompt of the first instruction block to the communication interface to cause the communication interface to provide the first prompt to an audio output interface.

Abstract: An interactive contact workflow system provides a graphical representation of a contact workflow in a graphical user interface (GUI) of an interactive contact run-time environment. The interactive contact workflow system receives a request to load response data for a previously recorded interaction with the contact workflow, retrieves the response data from a data store of stored response data, and receives a request to execute a first instruction block of the contact workflow within the interactive contact run-time environment. The interactive contact workflow system then executes the first instruction block by providing the first audio prompt of the first instruction block to an audio output interface of the client device, and provides a response from the response data to the first instruction block as a response to the first audio prompt.

Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for pacing outbound calls placed by a predictive dialer in a contact center. Specifically, an ensemble made up of a global predictive model and a local predictive model is applied to each dialing record found in a plurality of dialing records to provide a probability of an outbound call placed to the dialing record resulting in a live connect. Accordingly, a call pacing hit ratio can then be calculated based on the probability for each of the dialing records and this call pacing hit ratio can be used by a predictive dialer in various embodiments to more accurately pace the placing of outbound calls then by using conventionally derived call pacing hit ratios.

Abstract: A predictive dialer in a call center may originate a number of outbound calls on behalf of agents for an outbound call campaign. Since many calls may fail to connect with the right party, the predictive dialer may originate several contemporaneous calls in order to provide a single call to an available agent. A pacing algorithm in the predictive dialer determines how many calls are to be made based on various factors, conditions, and rules. In some instances, the predictive dialer may attempt to originate more calls than there are available trunks. In such instances, the number of originated calls is limited by the number of available trunks causing a trunk-related deficiency condition, which can adversely impact the agents' performance. Various embodiments of the invention detect and provide notifications of such conditions to allow effective diagnosis of the cause of degradation of agent performance.

Abstract: A call tracking system and method that estimates a number of calls associated with a publication channel. The system uses a sampling algorithm to perform the estimation. The sampling algorithm selects a group of advertisements to serve as a sample group, and determines a distribution of calls for each of the publication channels associated with the sample group. The distribution of calls from the publication channels is assumed to be the same for all advertisements, and the data from the sample group is used to model the performance across all advertisements. The selected advertisements may be associated with one or more advertisers. Pooled or dynamic signal processing methods may also be used to estimate a number of calls associated with a publication channel. The number of calls associated with a publication channel may be utilized to determine the efficiency of, or calculate the revenue share associated with, an advertising campaign.

Abstract: A predictive dialer in a call center may originate a number of outbound calls on behalf of agents for an outbound call campaign. Since many calls may fail to connect with the right party, the predictive dialer may originate several contemporaneous calls in order to provide a single call to an available agent. A pacing algorithm in the predictive dialer determines how many calls are to be made based on various factors, conditions, and rules. In some instances, the predictive dialer may attempt to originate more calls than there are available trunks. In such instances, the number of originated calls is limited by the number of available trunks causing a trunk-related deficiency condition, which can adversely impact the agents' performance. Various embodiments of the invention detect and provide notifications of such conditions to allow effective diagnosis of the cause of degradation of agent performance.

Abstract: Usage information is received that describes usage of communication services by a communications device. The usage information is compared to monitoring criteria. When the monitoring criteria is satisfied, an electronic notification message is sent to the communications device. The electronic notification message when a communications service is initiated and before an additional charge for the communications service is incurred.

Abstract: Methods, systems, and products are disclosed for managing the communications and information resources of a user. When a request for data is received, a message log is queried for the data. A result of the query is then communicated.

Abstract: The present invention provides methods and systems for automating data transactions in a CLEC interface model. A computer-implemented method for provisioning trunk circuit orders is provided with an interne interface to a computing device to exchange information. A trunk order issued by a first organization is received at the computing device. A first notification of the trunk order is sent to a second organization. A confirmation in response to the trunk order is received at the computing device. A common interface is provided for information exchange. Processing time is decreased for modifying, creating, and deleting trunk circuits in a telecommunications network. Records are maintained and automatically cataloged with time and date-stamps to keep a history for reference.

Abstract: The invention of present provides for a real-time authentication and billing gateway for WLAN traffic. Notably, the improved method for implementing a Wireless Local Area Network (WLAN) gateway system enables telecommunications network operators (and like entities) to rate and bill for services accessed by the wireless user. The logic of the invention supports and furthers the art in regards to advanced real-time rating/billing in addition to providing for a variety of replenishment mechanisms for casual users via pre-paid vouchers and credit cards.

Abstract: According to one embodiment, a telephone system which realizes voice communication by using a packet network comprises an exchange which accommodates a telephone terminal as its extension and a call processing server which processes calls on the packet network. The exchange comprises a first trunk connected to the packet network, a second trunk connected to a public network having a different protocol from that of the packet network, a monitoring module which monitors the call processing server, and when a failure occurs in the call processing server, deactivates the first trunk, and a call control module which transfers a transmission request which is made from the telephone terminal to the packet network to the second trunk when the transmission request is made and performs a detour transmission to the public network in a status where the first trunk is inactive.

Abstract: Monitoring criteria is received that corresponds to a usage quantity for a plurality of services. Each of the plurality of services is provided over ones of a plurality of different communication systems. Actual service usage information is received for the plurality of services. The actual service usage information and the monitoring criteria are compared. An electronic notification message is sent when the monitoring criteria for one or more of the plurality of services is satisfied.

Abstract: A system for generating usage statistics for a communications routing system from data generated at routing points and at end points of the system has a processor having access to the communications routing system for analyzing the data and generating the statistics, and a server having access to the processor for rendering the generated statistics into a format for display. The data used to generate the statistics includes routing path information for events routed through the communications routing system and optionally interaction histories recorded at certain routing points and end points in the communications routing system.

Abstract: Method and apparatus for monitoring blocked calls in a communication network is described. In one example, calls in network segments of a packet network are monitored. A graphic representation of each of the network segments is displayed. A block call threshold is associated with each of the network segments. Each of the network segments is monitored to identify a number of blocked calls. For each network segment, the graphic representation is automatically modified to indicate an alarm in response to the number of blocked calls identified for the network segment exceeding the blocked call threshold associated with the network segment.

Abstract: A method and apparatus for processing unique dialogs from a dialog system to identify paths through the dialog system, each unique dialog having a corresponding identified path and generating a visual call flow representation as a function of the identified paths of the dialog system, the call flow representation including nodes and edges connected to correspond to the identified paths.

Abstract: A method and system for automatically updating the structure of a telecommunications network are described. The system receives information that equipment has been added or removed from the telecommunications network; and automatically updates information regarding the structure of the telecommunications network to reflect that the equipment has been added or removed from the telecommunications network.

Abstract: Monitoring criteria is received that corresponds to a usage quantity for a plurality of services. Each of the plurality of services is provided over ones of a plurality of different communication systems. Actual service usage information is received for the plurality of services. The actual service usage information and the monitoring criteria are compared. An electronic notification message is sent when the monitoring criteria for one or more of the plurality of services is satisfied.

Abstract: The present invention relates to a universal line usage information reporting system. The system includes a relational database component for storing line usage information from a telecommunications network organized such that the information may be used to generate line usage reports and a report information component for receiving report criteria and type of report to be generated. The system further includes a report generator component for generating a line usage report based on the report criteria and type of report received by the report information component using line usage information obtained from the relational database component.

Abstract: A system for generating usage statistics for a communications routing system from data generated at routing points and at end points of the system has a processor having access to the communications routing system for analyzing the data and generating the statistics, and a server having access to the processor for rendering the generated statistics into a format for display. The data used to generate the statistics includes routing path information for events routed through the communications routing system and optionally interaction histories recorded at certain routing points and end points in the communications routing system.

Abstract: A technique for near real-time reporting of telephone number usage to a computer is disclosed. According to the technique, signaling protocol data is collected for telephone calls that involve telephone numbers associated with the user. The signaling protocol data is decoded and call information records (CIRs) are generated from the decoded signaling data. The CIRs contain information about calls associated with the telephone numbers. The CIRs are used to generate a report which is made available to the user.

Abstract: The present invention relates to a user interface for communicating line usage information. The user interface includes means for requesting type of report of line usage information and means for requesting report criteria. The user interface further includes means for displaying a line usage report based on the report criteria and requested type of report. The present invention also relates to a method for communicating line usage information to a user is described. The method: prompts a user to enter a type of report of line usage information and to enter report criteria. The method then displays a corresponding line usage report.

Abstract: A method of sizing a communication link comprises: determining daily peak callers and daily calling time for plurality of days; determining a sizing factor that represents a slope of a line formed by plotting the daily peak callers against the daily calling time for the plurality of days; determining peak day calling time; multiplying the peak day calling time by the sizing factor to obtain peak day peak callers; determining a bandwidth per caller; multiplying the peak day peak callers by the bandwidth per caller to determine peak day peak bandwidth; and sizing the communication link to support the peak day peak bandwidth.

Abstract: An (e.g., primary rate interface) offload device used relieve switches designed and engineered to carry short duration voice telephone calls, from servicing other types of calls (such as modem-based Internet calls), such as calls to a remote access server. Security is enhanced by isolating signaling and data communications. Such isolation may be provided by the use of separate networks, or a network with appropriate firewalls.

Abstract: The present invention provides a method and apparatus for monitoring a trunked radio communications system by using some type of radio scanning receiver that is not designed for that purpose. In addition, the invention provides a method for automatically determining the polarity of the received control channel data. Further, the invention provides a method for automatically determining the type of trunked radio communications system. In addition the invention provides a method for automatically determining the channels in a trunked radio system and a method for automatically determining the bit rate of transmitted digital signals over a control channel of a trunked radio communications system.

Abstract: An apparatus for generating data for long duration calls includes: call sensors distributed across a network for detecting call messages, correlating call messages relating to a call, and for storing call message related information, including at least one of the call network endpoints in an at least partial correlated call record; a time detection module for determining which network endpoints are located in a time standard that has just passed, or is about to pass, a predetermined time; and a call record controller for providing a control signal instructing at least some call sensors to determine whether any correlated call records relate to a call that includes one of the determined network endpoints and that started more than a predetermined time period prior to the predetermined time. The call sensors generate and transmit for storage an interim call data record (CDR) for each of the determined correlated call records.

Abstract: The present invention allows a global telephone number be assigned to a first outbound-only telephone line connected to a first service switching point (SSP) to be also assigned to a second outbound-only telephone line connected to a second service switching point. The global telephone number can be used as many times as there are service switching points within a single area code region. In a preferred embodiment, in which an outbound-only telephone line subscriber also has a regular telephone line, all calls originated from the subscriber's outbound-only telephone line can be billed against the account of the subscriber's regular telephone line. The invention also allows multiple outbound-only telephone lines be billed against the account of a single regular telephone line.

Abstract: A system and method in a telecommunications network for billing a call placed by a user based on a reported traffic load in the network. The system includes at least one Media Gateway Control Function (MGCF) that sends a reported traffic load for the MGCF in a registration message to a presence and instant messaging (PIM) Server. Users that subscribe to a load-based billing service also register with the PIM Server. The PIM server sends the reported traffic load to the users whenever the traffic load is updated by the MGCF, and to a billing node when the user places the call. A Call State Control Function (CSCF) sends the duration of the call to the billing node. The billing node determines a billing rate based on the reported traffic load and calculates a charge for the call based on the determined billing rate and the duration of the call.

Abstract: A method for assessing the quality of service of telephone calls on a trunk includes identifying and counting telephone call sequences including a plurality of telephone calls placed on the trunk. Each of the telephone calls in the sequence has the same originating telephone number and the same destination telephone number and a start time and a stop time and an elapsed time between the stop time of a telephone call and the start time of the next telephone call in a sequence being less than a predetermined amount. Identifying and counting unanswered reattempted telephone calls or answered reattempted telephone calls. A ratio is calculated between the number of identified unanswered or answered reattempted telephone calls to the number of identified telephone call sequences, such that the ratio provides a measure of the quality of service of telephone calls on the trunk.

Abstract: A system (102) for monitoring call processing failures in a radiotelephone network (100) includes a server (140) coupled with the radiotelephone network and configured to receive call processing failure data. The system further includes a plurality (142) of clients configured to be coupled to the server on a network (144) for display and analysis of the call processing failure data. The clients may include a portable client (152, 154) for remote or wireless access to call processing failure data at the server, permitting troubleshooting and failure analysis in the field. The client computers are preferably Windows-based and provides both analog (AMPS) and digital call processing failure counts.

Abstract: According to a first aspect of the present invention, there is provided a method for observing and controlling a multi-layered communication network, comprising steps of: storing control contents for each layer; observing traffic information of each link which belongs to an upper layer; storing the traffic information observed and related information for each link; altering a route in a lower layer and capacity for each link based on the observed traffic information for each link, related information for each link and the control contents for each layer.

Abstract: A system and method for partitioning call detail records (CDRs) is disclosed. CDRs are grouped and routed based on one or more digits of the billable telephone number or the billable mobile identification number (MIN). In a preferred embodiment of the present invention, the last two digits of the billable telephone number or MIN are used. Once partitioned, the CDRs may be distributed across multiple processes for additional processing. In addition, subscriber, rate, and other information that may be necessary for usage processing is routed to processes based on the corresponding billable telephone number or MIN.

Abstract: A connection-oriented telecommunication system (SYS) comprises a first network (A), at least one transit network (B, C) and a second network (D). The exchanges (EX, N10,N20, N30, N40) of the net works each comprise a plurality of incoming communication resources (InCS) and outgoing communication resources (OutCS) each storing a pair of a verification accounting reference (VerAccRef) and a remuneration accounting reference (RemAccRef).

Abstract: A multi-site call processing system includes multiple distributed call center sites, and utilizes a load balancing process to distribute calls among the sites for handling by agents. The system generates a multi-site performance score characterizing the performance of the load balancing process. Adjustments may be made in the load balancing process, such as selection of one type of load balancing over another for use at a particular time, based at least in part on the multi-site performance score. The multi-site performance score may be determined using single-site performance measures such as Average Speed of Answer (ASA) and agent occupancy generated across multiple time intervals. The multi-site performance score as generated for a given interval may be, e.g., a ratio of the maximum and minimum values of a single-site performance measure for that interval.

Abstract: A system for managing telecommunications infrastructure is provided, which system includes a computer, a sites database having stored thereon site information relating to a plurality of telecommunications sites, a schedules database having stored thereon schedule maintenance plans relating to a plurality of telecommunications sites, and a pathways database having stored thereon pathway ownership data indicative of which pathways in and between telecommunications sites are owned by which users and which pathways are available for use. In one aspect, software is provided for allowing a plurality of users to access and update the sites database so as to facilitate the management of telecommunications infrastructure by allowing a user to access the most current information available regarding a plurality of telecommunications sites, even if it was another user which was the last to update the sites.

Abstract: The present invention allows a global telephone number be assigned to a first outbound-only telephone line connected to a first service switching point (SSP) to be also assigned to a second outbound-only telephone line connected to a second service switching point. The global telephone number can be used as many times as there are service switching points within a single area code region. In a preferred embodiment, in which an outbound-only telephone line subscriber also has a regular telephone line, all calls originated from the subscriber's outbound-only telephone line can be billed against the account of the subscriber's regular telephone line. The invention also allows multiple outbound-only telephone lines be billed against the account of a single regular telephone line.

Abstract: A traffic monitor listens passively on the data link used to communicate among switching systems for setting up telephone calls for call setup messages and checks the call setup messages for destination telephone number. If it determines that the destination telephone number is for an Internet service provider (ISP), the system reports the point code of the originating office. By analyzing the output of the traffic monitor according to this invention, local exchange carrier (LEC) may reconfigure its network to remove feature rich switches from the ISP call delivery network and replace them with a small tandem-like switch.

Abstract: A process and apparratus for controlling the generation of statistical information being reported to a user or administration application (43) by a Common Channel Signalling (CCS) protocol stack (41) of a telecommunication node (40). The process involves the use of a Statistics Control File (SCF) file (42) which is located within the protocol stack and which contains a description of the entities, including links and destinations, for which a statistical notification is to be reported to the administration application (43). By modifying the contents of said SCF file contained within the protocol stack via the administration application, the user is given the possibility to precisely define the particular statistical information for which he finds an interest. There is reduced the number of unnecessary statistical information reported back by the protocol stack. The Statistics Control File (SCF) 42 contains a description of the entities complying with the Specification and Description Language (SDL) standard.

Abstract: A method for directional distribution of allocation in two-way alternate line bundles which are switched between computer-assisted exchange facilities in voice and data networks. This traffic management method makes it possible to ensure full capability of a two-way alternate line bundle, while on the other hand, when traffic in one direction is temporarily dominant, traffic flow in the other direction is not impaired or displaced. A ratio for dividing the traffic in the outgoing and incoming directions is entered into the exchange facilities for the two-way alternate line bundle connecting them. The division ratio depends on the normal traffic flow in the outgoing and incoming directions. The allocation and direction of allocation of each line of the line bundle are constantly monitored by each of the two exchange facilities. As long as more than one line of the bundle is free, both exchange facilities can access the lines as required by the incoming connections.

Abstract: A telecommunications environment includes a switch for connecting calls placed by a caller in response to an advertising campaign. The advertising campaign is identified by a particular directory number (the “campaign number”). The switch monitors calling information related to the call and forwards that calling information to a data recorder. The calling information includes the directory number of the party placing the call, the directory number called, whether the call was connected, the duration of the call, and other information. The data recorder passes the calling information for each advertising campaign to a web server where the calling information is accessible over the Internet. In this manner, a subscriber may connect to the web server over the Internet and request a report on the effectiveness of the advertising campaign.

Abstract: The present invention allows a global telephone number be assigned to a first outbound-only telephone line connected to a first service switching point (SSP) to be also assigned to a second outbound-only telephone line connected to a second service switching point. The global telephone number can be used as many times as there are service switching points within a single area code region. In a preferred embodiment, in which an outbound-only telephone line subscriber also has a regular telephone line, all calls originated from the subscriber's outbound-only telephone line can be billed against the account of the subscriber's regular telephone line. The invention also allows multiple outbound-only telephone lines be billed against the account of a single regular telephone line.

Abstract: A transmission line rerouting method includes the steps of selecting a predetermined trunk transmission line to be rerouted, from trunk transmission lines, coupling a first subscriber line accommodating apparatus which is coupled to the predetermined trunk transmission line and a second subscriber line accommodating apparatus which is coupled to a trunk transmission line other than the predetermined trunk transmission line, via a rerouting transmission line, and transmitting and receiving a data which is to be exchanged between the first subscriber line accommodating apparatus and the trunk transmission line accommodating apparatus, via the second subscriber line accommodating apparatus and the trunk transmission line other than the predetermined trunk transmission line.

Abstract: A general dimensioning method and system for allocating limited transmission resources to various virtual paths defined on top of a physical network. A two-level hierarchical structure is defined with a layer of one or more virtual paths on top of a layer of physical network elements. Traffic demand is specified for each virtual path and the Entropy Rate Function is used as a blocking measure. The loads on the various links are balanced by equalizing blocking probabilities and the optimal allocation of network physical resources is determined.