Abstract: Method and apparatus for conducting surveillance in a SS7 Intelligent Network (IN) or Advanced Intelligent Network (AIN) provides in the case of AIN that an Info Analyzed trigger is armed in an end office switch and notifies a delivery function when a call is processed. The delivery function instructs the end office switch to forward the call to the delivery function, where it is accessed for monitoring forwarded back to the end office switch. A similar method is used to process calls received by the SUS. In the case of IN, the identity of a line card assigned to a subscriber under surveillance (SUS) is changed to a number dedicated to surveillance subjects. Calls originated by the SUS are forwarded to a delivery function, which identifies the SUS based on the dedicated number of the calling party, intercepts call content, and forwards the call back to the end office switch with the called party id aid the original number and id of the SUS. The end office switch then completes the call.

Abstract: In a public switched telephone network, real time monitors on SS7 links will collect interoffice signaling messages. A site processor compiles data from the signaling messages relating to individual calls, to form call detail records (CDRs) for all interoffice call attempts. The site servers upload the CDRs to a central server. Automatic Message Accounting (AMA) records also are accumulated for at least selected central office switching systems and uploaded to a server. Programs running on the servers enable network operations personal to analyze a variety of network traffic patterns, for example to study the number of calls to particular numbers during various times periods and the hold time of the calls in order to identify the numbers of Internet Service Providers (ISPs).

Abstract: A system with accompanying method and computer program product are provided for database management and recovery. Included are information source modules for collecting network communications usage information in real-time from a plurality of network devices. Also included is a plurality of gatherers coupled to the information source modules. The gatherers are adapted for filtering and aggregating the network communications usage information. A central event manager is coupled to the gatherers for completing a plurality of data records from the filtered and aggregated network communications usage information. Such data records correspond to network usage by a plurality of users. A database is coupled to the central event manager for storing the data records. Further provided is logic for continuously monitoring a state of the gatherers, detecting a fault, and utilizing the state of the gatherers and the stored data records to recover from the fault upon the detection thereof.

Abstract: The invention is directed to assessing the viability of a business entity based on statistics concerning information assistance calls requesting the listing of the same. The invention is premised upon a perceived correlation between the number of calls requesting a business entity's listing and the callers' interest in its products or services, which in turn correlates to sales of the business entity. In accordance with the invention, data is collected and analyzed which concerns information assistance calls requesting listings of different business entities which may belong to the same industry or company to measure their comparative performance. In an illustrative embodiment, the performance measure of the business entity (department) may be compared with those of other business entities (departments) in the same geographic area belonging to the same industry to gain insights into the competitiveness of the business entity in that area.

Abstract: A system with accompanying method and computer program product are provided for reporting on the collection of network usage information from a plurality of network devices. Included is a plurality of information source modules for collecting network communications usage information in real-time from a plurality of network devices. Gatherers are coupled to the information source modules for filtering and aggregating the network communications usage information. Coupled to the gatherers is a central event manager. The central event manager is adapted for completing a plurality of data records from the filtered and aggregated network communications usage information. The data records correspond to network usage by a plurality of users. Also included is a database coupled to the central event manager for storing the plurality of data records.

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: A system for analyzing an interactive voice response (IVR) system of a call processing center determines a complete sequence of events occurring within the IVR system. The IVR system being operable to automatically accept calls from callers and respond to input from the callers. The system models a call flow of the IVR system as a non-deterministic finite-state automaton. A recording of a plurality of calls to the call processing center is split, such that each of plural calls to the call center is in one audio file. For a plurality of calls, the system detects a complete sequence of DTMF and/or speech input to the IVR system, detects selected prompts issued by the IVR system, and inputs the detected sequence of DTMF and/or speech input as well as the detected prompts issued by the IVR system into the finite-state automaton to determine a call-event sequence for that call. The call-event sequence includes information regarding how that call left the IVR system.

Abstract: The invention relates to a method and a system for collecting counter data from a set of counters in a network element. According to the present invention, the updating block updates an accounting file, and the changed counter data is collected from said accounting file by a centralised counter handling block for writing into a transfer file. The collecting of said counter data is controlled using collecting information from a control file, wherein the specific counters are to be taken into account by changing said information in said control file. Information in said control file also specifies the user interface by specifying the format of the counter data which is to be written to the transfer file.

Abstract: A method and system that processes voice and non-voice data is configured to insure that the processing of the voice data is given priority over the processing of the non-voice data, to ensure that callers experience smooth, uninterrupted conversations. An estimate of processing load dedicated to processing only non-voice data is calculated. A plurality of quota data objects are established to monitor and control the allocation of the processing load dedicated to processing only the non-voice data during a current quota period.

Abstract: A sound source management system for a telephone switching network is disclosed in which, in response to a sound source capturing request from a subscriber through a call processing unit, a sound source management unit drives an idle sound source detection unit to refer to a sound source management data storing unit, so as to detect an idle sound source connected to the own switching unit or connected to another switching units, and when an idle sound source is detected, the detected sound source is captured so that a sound from the captured sound source is sent to the subscriber, whereby a momentary resource shortage in each switching unit can be avoided economically and without affecting the traffic of the overall network.

Abstract: A 911 status system (10) includes a first data acquisition server (12) that monitors a first telephone company portion (16) of a 911 network (18). A second data acquisition server (20) monitors a second telephone company portion (22) of the 911 network (18). A network (26) is connected to the first data acquisition server (12) and the second data acquisition server (20). A processing and distribution server (28) is connected to the network (26).

Abstract: A monitoring system captures and processes messages from SS7 links, to compile call detail records (CDRs) for all interoffice call attempts. The CDRs are uploaded into a relational database. Automatic Message Accounting (AMA) records also are accumulated and uploaded to a another relational database. A data preparation operation utilizes external information to enhance the records for further processing, for example, to translate information codes in the records to textual names of originating and terminating offices. The enhanced records are loaded into a multi-dimensional database. The multi-dimensional database software facilitates analysis of the records to identify a variety of network traffic patterns. The user can automatically set up and customize studies for particular applications, for example to study traffic patterns for calls through a particular office.

Abstract: Interconnect traffic between local exchange carrier (LECS) networks and other carrier networks, particularly competitive local exchange carrier (CLEC) networks, dictates a need for efficient monitoring and analysis of the interconnect traffic. In accord with the invention, monitor equipment on the LEC network captures call related messages produced by the LEC network and compiles data from those messages to form call detail records for the interconnect traffic. These records are loaded into a relational database. A data preparation routine enhances the data, for example, by translating certain codes from the records into more useful text and by spreading or binning usage over predefined time intervals. An on-line analytical processing program runs one or more applications to allow the LEC to analyze the interconnect traffic between the LEC network and the other carrier's network. The analysis provides useful traffic data for accounting purposes, e.g.

Abstract: A method and apparatus for performing a traffic measurement in a telecommunication network is disclosed, wherein a real-time traffic intensity measurement is based on a total reservation time calculation of an object, each time the traffic state of the object is changed. The object can be any circuit of a circuit group and the state change can be a circuit reservation or release. Since the total reservation time is calculated at any state change of the object, state changes are considered regardless of the actual reporting time. Thus, exact and real-time traffic intensity values can be obtained.

Abstract: A system and method downloads data and reconfigures the data into a database. A telephone user purchases a specific number of lines and specific services (i.e., call waiting) from a telephone company. The telephony company then programs a switch associated with that user so that the user receives the services purchased. The telephone company also inserts the user's purchases into a database used for generating the user's bills. Discrepancies can occur between the data in the switch and the data in the billing database. Billing correction is performed by downloading all of the data within a switch, reconfiguring the data into a database and then comparing the switch database against the billing database to detect billing errors. To facilitate ease of this billing correction process, the switch database is transmitted to the billing correction center via a network instead of the traditional method of using direct tape copies of the switch being physically transported to the billing correction center.

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: It is a problem with telecommunication equipment, such as a telephone exchange, that the counters produce so much information that the processes, such as statistic, traffic management and charging, do not have the time to process them. The system according to the invention includes two main blocks: the first main block is formed by one or more report request service blocks (21) and the second main block (22) is formed by one or more counter service blocks, each of which monitors one or more counters (c1, . . . , cn). The report request service block relays a start-up message (23) to those counter service blocks (e.g. 24) from which it needs counter information. The conditions on which the counter information is desired are stated in the message. The condition may be exceeding/falling short of a given threshold value or the condition may be a timetable, e.g. a time slot, in accordance with which the counter value is to be stated.

Abstract: An emergency call monitor (110) monitors the progression of a call in a telephone switching system. The sequence of called digits for a call is detected by a line/trunk interface unit (200). A call-type processor (202) determines whether the call is an emergency call by examining the sequence of called digits and examining a call-type associated with the call. If the call is an emergency call, then a call monitor (204) is initiated to monitor the progression of the call through the telephone switch. If errors are encountered during the call, an alarm (206), including a visual and/or audible indicator, is asserted.

Abstract: A method of managing a call traffic includes determining when a load of a first call manager exceeds a predetermined load level, and ameliorating the load when the load exceeds the predetermined load level. The load is ameliorated by either notifying a network that future calls are to be directed to a second call manager, or transferring at least one pending call from the first call manager to a second call manager, or both.

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: Method and apparatus for conducting surveillance in a SS7 Intelligent Network (IN) or Advanced Intelligent Network (AIN) provides in the case of AIN that an Info Analyzed trigger is armed in an end office switch and notifies a delivery function when a call is processed. The delivery function instructs the end office switch to forward the call to the delivery function, where it is accessed for monitoring forwarded back to the end office switch. A similar method is used to process calls received by the SUS. In the case of IN, the identity of a line card assigned to a subscriber under surveillance (SUS) is changed to a number dedicated to surveillance subjects. Calls originated by the SUS are forwarded to a delivery function, which identifies the SUS based on the dedicated number of the calling party, intercepts call content, and forwards the call back to the end office switch with the called party id and the original number and id of the SUS. The end office switch then completes the call.

Abstract: A system and method downloads data and reconfigures the data into a database. A telephone user purchases a specific number of lines and specific services (i.e., call waiting) from a telephone company. The telephone company then programs a switch associated with that user so that the user receives the services purchased. The telephone company also inserts the user's purchases into a database used for generating the user's bills. Discrepancies can occur between the data in the switch and the data in the billing database. Billing correction is performed by downloading all of the data within a switch, reconfiguring the data into a database and then comparing the switch database against the billing database to detect billing errors. To facilitate ease of this billing correction process, the switch database is transmitted to the billing correction center via a network instead of the traditional method of using direct tape copies of the switch being physically transported to the billing correction center.

Abstract: A system and method for capturing signaling units at international gateways in a communications network is disclosed. The signaling units are processed to determine the source and destination networks for the associated calls. The country code, nature of address field, destination point code and origination point code is used to process each message. Data about the messages that pass through the international gateway is stored to a memory device. The data can be recalled for each originating or destination network in the form of performance or quality of service statistics.

Abstract: The present invention relates to a method for measuring holding time in a communication network. Using traffic volume and call attempt number measurements from earlier measurement intervals as well as the current interval makes it possible to calculate the holding time parameters of the calls generated during the current interval in a much more accurate way. The method can be incorporated into performance management systems or any other systems or tools post-processing measurement results from network elements. As examples three practical implementations are described.

Abstract: A service control point (24) includes an overload control system (50) that determines an overload rating (70) for an intelligent processing unit (82). The overload control system (50) includes a latency estimator (52) that requests and receives a latency (66) for a service logic interpreter (62). A queue depth store (54) receives a queue depth (68) from the service logic interpreter (62). A common memory (56) stores the latency (66) and the queue depth (68) in memory mapped files. A load estimator (58) determines the overload rating (70) in response to the latency (66) and the queue depth (68). The load estimator (58) compares the overload rating (70) to a previous overload rating and issues an internal problem report if a difference is detected. A TCAP interface (60) and a service logic program (64) assess the overload rating (70) to determine if incoming service requests should be passed on to the service logic interpreter (62), rerouted, or discarded.

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: This invention uses a computer program to mine preexisting dialing plan data located in a variety of preexisting source dialing plan databases. The computer program either creates a new dialing plan database from parts of existing dialing plan databases or modifies an existing dialing plan database. The computer program replaces the current system's reliance upon manual data entry by data engineers to configure the operation of a new telecommunication switch or replace the software in a telecommunication switch that was damaged or requires a new dialing plan data configuration.

Abstract: A process and system is disclosed for determining automatically and dynamically the correct time segment during which a switch or components of a switch receive peak traffic from a communications network. The process collects traffic data regarding the usage of a selected switch or selected switch components. The traffic data is collected over a selected journalling period (e.g., 30 days), which is periodically updated with new traffic data to maintain a journal of the most recent 30 days of collected traffic data. Collected traffic data, is filtered to remove aberrant or corrupting data. An average peak usage segment for all of the segments of the journalling period is selected from the remaining filtered traffic data. By regularly adding new data to and removing old data from the journal, the resulting moving window will reflect recent changes in peak usage. Regularly (e.g.

Abstract: The subscriber's busy hour detection system includes the steps of setting a first observation period with respect to each of a plurality of subscribers to be observed and comparing the number of calls of each subscriber stored in a first counter within a specific first time zone in the first observation period with a first threshold value set in advance to select a subscriber whose said number of calls exceeds said first threshold value as a target whose traffic in a second time zone shorter than said first time zone is to be observed, setting a second observation period after said first observation period with respect to each of said plurality of selected subscribers to be observed and comparing the number of calls of each subscriber stored in a second counter within specific said second time zone in the second observation period with a second threshold value set in advance to select a subscriber whose said number of calls exceeds said second threshold value as a target whose traffic in a third time zon

Abstract: A communication switching system comprising a first time counter for registering a starting time of a communication service, the first time counter adapted to change the present reference time according to a request given during the communication service, a second time counter for registering the beginning and the ending time of the communication service, the second time counter not responsive to the request to change the present reference time during the communication service, and a main processor for computing a service charge for the communication service based on the time difference between the beginning time and the ending time registered in the second time counter in reference to the starting time registered in the first time counter, wherein a subscriber is charged according to the exact call time used for the communication service.

Abstract: An information monitoring system, and a method of monitoring information, are disclosed. The information monitoring system includes a network, at least one central server, at least two site servers, and at least two telephone exchanges, wherein at least one telephone exchange is connected to each site server. The system also includes at least two site server compilers, wherein each site server compiler compiles a first plurality in a universal database format, and at least one central server compiler, wherein the at least one central server compiler compiles the universal database formats into a primary universal database.

Abstract: A system receives information from users relating to activities that may impact a network. The system then automatically generates a ticket to track the activity. The system also automatically selects a recipient(s) for a notification message relating to the activity and transmits the notification message to the intended recipient(s).

Abstract: Switching equipment for setting up a connection between at least two pieces of terminal equipment wherein terminal equipment-related supplementary information such as, for example, the telephone number of calling terminal equipment is transmitted in addition to the actual voice information. In order to prevent an overload of an exchange processor means of the individual exchange units, it is inventively proposed to provide monitoring means that monitor the usage degree of the individual exchange processor means and, given upper transgression of a specific usage degree, delay the enable of second transmission units provided for the transmission of the terminal equipment-related supplementary information dependent on the usage degree of the corresponding exchange processor means.

Abstract: Service observing equipment monitors, detects, decodes correlates and generates Call Records and Report Summaries from digital and audio information on an individual call basis on either ANSI or CCITT Signaling System #7 systems controlled by data packets transmitted along high speed data links separated from the telecommunication audio channels. The equipment simultaneously responds to in-band signals such as Automatic Number Identification (ANI) digits and/or Customer Entered digits transmitted over the audio channels. A Call's decoded content is stored as correlated data until the end of a monitored call. Then the stored data is custom formatted into a Call Record and transmitted or printed out to enable study of how trouble free the telecommunication network is performing, detect fraud or credit violations and/or validate billing situations.

Abstract: A monitoring system captures and processes messages from SS7 links, to compile call detail records (CDRs) for all interoffice call attempts. The CDRs are uploaded into a relational database. Automatic Message Accounting (AMA) records also are accumulated and uploaded to another relational database. A data preparation operation enhances the records for further processing. This data preparation operation involves translating information in the records into more useful forms, using external reference data regarding the monitored network. For example, the data preparation translates SS7 point codes or NPA-NXX codes in the records to textual names of originating and terminating offices. The data preparation also spreads the usage information from the records to properly allocate usage time to predefined intervals. Another function of the data preparation stage is to form one or more predefined tables from the processed records, for example a table of modified records and one or more specialized summary tables.

Abstract: A system and method for generating service quality statistics for a communications network is disclosed. Network monitors capture messages in a communications network, such as an SS7 network, and correlate related messages into records. The records are filtered using a call detail record profile to create call detail records which are provided to an statistics server. The statistics server generates certain statistics for the message records and stores the statistics to a database. A report application recalls the statistics from the database and presents statistics in a reporting format configured by the user. The reports indicate the statistical performance of network providers for selected called or calling telephone numbers or for selected services.

Abstract: A configuration tracking system for a call detail record (CDR) filtering system keeps track of the contexts under which CDRs are collected and filtered. The configuration tracking system is useful in a multiple concurrent filtering paradigm, in which several CDR filters may be active at any given time and the filter criteria are dynamically altered. Filter criteria for multiple filters are recorded in a dynamically changing table. The configuration tracking system maintains a historical record of the filter criteria in the dynamically changing table. The configuration tracking system updates its historical record by detecting changes in the dynamically changing filter table, comparing earlier and later versions of the table, and opening and/or closing timestamped filter records in response.

Abstract: A system and method for monitoring service quality using Call Detail Records (CDR) in a communications network, such as a Signaling System No. 7 (SS7) network, is disclosed. Network monitors capture substantially all signaling units in the SS7 network generate a complete record for all calls, transactions and other communications over the network. Users configure CDR profiles that are used to filter the records. A CDR application filters the records by parsing out signaling unit components that have been selected by the user in the CDR profile. The selected message components are then formatted into a CDR record, which is sent to an external system that generates certain statistics for the message records and stores the statistics to a database. A report application recalls the statistics from the database and presents statistics in a reporting format configured by the user.

Abstract: A device, a system and method for storing connection data transmitted by a telephone exchange (11) in an agent unit (19), where the agent unit is part of a subordinate means in a supervising system. A superordinate supervising means (24) is formed of one or more computers with the task of collecting data from one or more telephone exchanges, which they contact over some data network (23) via the agent unit (19). The connection data is transmitted by the exchange unit and stored in the reserved memory area (the buffer) (20) in the agent unit (19) and can be emptied and collected by the superordinate supervising means (24) through a normal file transfer process over said data network (23).

Abstract: An intelligent configuration system automatically logs a sample of a PBX Call Detail Recording (CDR) message. The sample CDR messages are sent via modem from a local call accounting system connected to the PBX to a central configuration server. The configuration server analyzes the sample CDR messages to determine the PBX type. The appropriate PBX interface file for the identified PBX type is transmitted back to the call accounting system and used by the accounting system to interpret and price CDR messages output from the PBX into call accounting and traffic analysis reports. Identification and location data is transmitted from the accounting system to the configuration server. The configuration server uses the data to automatically transmit and update rate tables used in the accounting system.

Abstract: A method for controlling the admission of a call into a service area. The method includes the steps of selecting a non-negative integer N; selecting a real number p, lying between 0 and 1 inclusive; admitting a call when N−2 or fewer channels are occupied; blocking the call with a probability p when N−1 channels are occupied; and blocking the call when N or more channels are occupied.

Abstract: In a public switched telephone network, real time monitors on SS7 links will collect interoffice signaling messages. A site processor compiles data from the signaling messages relating to individual calls, to form call detail records (CDRs) for all interoffice call attempts. The site servers upload the CDRs to a central server. Automatic Message Accounting (AMA) records also are accumulated for at least selected central office switching systems and uploaded to a server. Programs running on the servers enable network operations personal to analyze a variety of network traffic patterns, for example to study the number of calls to particular numbers during various times periods and the hold time of the calls in order to identify the numbers of Internet Service Providers (ISPs).

Abstract: In a public switched telephone network, real time monitors on SS7 links will collect interoffice signaling messages. A site processor compiles data from the signaling messages relating to individual calls, to form call detail records (CDRs) for all interoffice call attempts. The site servers upload the CDRs to a central server. Automatic Message Accounting (AMA) records also are accumulated for at least selected central office switching systems and uploaded to a server. Programs running on the servers enable network operations personal to analyze a variety of network traffic patterns, for example to study the number of calls to particular numbers during various times periods and the hold time of the calls in order to identify the numbers of Internet Service Providers (ISPs).

Abstract: The invention comprises an apparatus for detecting focused overload in a telecommunications network. The apparatus comprises a plurality of originating switching points each coupled to a plurality of originating devices. The apparatus further comprises a destination switching point coupled to a destination device. The apparatus further comprises a transfer point coupled to the plurality of originating switching points and the destination switching point, each of the plurality of originating devices initiating communication through one of the plurality of originating switching points to the destination device utilizing the transfer point, the transfer point detecting focused overload at the destination switching point by detecting a predetermined threshold of initiated communications traffic communicated from the plurality of originating devices to the destination device.

Abstract: A method and apparatus for performing a traffic measurement in a telecommunication network is disclosed, wherein a real-time traffic intensity measurement is based on a total reservation time calculation of an object, each time the traffic state of the object is changed. The object can be any circuit of a circuit group and the state change can be a circuit reservation or release. Since the total reservation time is calculated at any state change of the object, state changes are considered regardless of the actual reporting time. Thus, exact and real-time traffic intensity values can be obtained.

Abstract: A work-at-home telecommunication service is provided in response to receiving, from a calling party, a service-specific vertical feature code and a dialed number to initiate a call. The call is suspended and a query is sent to a service control point after receiving the vertical feature code and the dialed number. The query includes the dialed number and a calling party identification number. A response to the query is formed using the service control point by translating the dialed number to a called party identification number, and by modifying the calling party identification number to an identification number of a group associated with the calling party. The response includes the called party identification number, the calling party identification number, and a carrier identification code which identifies a telecommunication carrier for the group associated with the calling party. The call is routed to the called party using the telecommunication carrier identified by the carrier identification code.

Abstract: A system and method for generating call detail records in a Signaling System 7 (SS7) network is disclosed. Network monitors that are capable of non-intrusively capturing all signaling units in an SS7 network are used to generate a complete record for all TCAP transactions. Users configure CDR profiles that are used to filter the TCAP transaction records. A CDR application filters the TCAP records by parsing out signaling unit components that have been selected by the user in the CDR profile. The selected TCAP message components are then formatted into a CDR record which is sent to an external system, such as the user's billing system.

Abstract: Call blockages can now be identified down to the line and group of lines that caused the call blockage. No more long statistical studies followed by guessing in order to alleviate blockages. This method and apparatus operating in concert with recently added load balancing processes report specifically what caused each call blockage at what time. With such specific information, each line or group of lines that needs to be moved or added to a new line terminating equipment are quickly identified and accomplished, thereby keeping service to the average customers at acceptable levels. The amount of specificity represents a breakthrough in call line and traffic management.

Abstract: An alerting system is provided for proactively ensuring awareness of pending customer generated trouble tickets which have not been resolved for at least a predetermined time duration corresponding to an escalation level. A customer service center selects the time duration. The alerting system includes a manager module which periodically monitors the pending customer generated trouble tickets and determines whether each pending customer generated trouble ticket remains unresolved for the time duration corresponding to the escalation level. The alerting system also includes an alerting module which sends an alert to a recipient assigned to the escalation level when the manager module determines the pending customer generated trouble ticket has not been resolved for the time duration corresponding to the escalation level. The alerting system may also include a parsing module which parses the pending customer generated trouble tickets to remove extraneous and invalid information.

Abstract: A method and system for detecting fraud in a telecommunications network matches information on individual calls to a series of rules (18). For each rule r, a threshold Tr is defined, and if the fit of an individual call to that rule is exceeds Tr, an alarm is generated. All call records resulting in alarms are stored within a positive matching file. Likewise, calls which just fail to meet the criteria, within a given tolerance level &THgr;, are stored in a separate negative matching file. The entries in the positive and negative matching files are then checked by skilled operators to determine which in fact represent true fraud. On the basis of those validations, a decision module within the system automatically calculates and implements the necessary changes to the thresholds Tr by means of a feedback loop.