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 relates to a portable wireless terminal, and in particular, a portable wireless terminal such as a cellular phone, etc., and its security system that can reliably prevent, by remote control, improper use of the portable wireless terminal by a third party when it is lost or stolen.

Abstract: Provided are an electronic surveillance system and a method thereof. In the electronic surveillance system that performs electronic surveillance on a subscriber in a communication network, the electronic surveillance system includes: one or more communication service providers that provide retained data, which is information generated while the subscriber uses a communication service; a dedicated storage that stores and manages the retained data provided by the communication service providers; and a law enforcement agency that requests the dedicated storage to send electronic surveillance information on a specific subscriber so as to be provided with the surveillance information when the electronic surveillance information on the specific subscriber is required. Accordingly, retained data, which is subscriber electronic surveillance information is integrally managed and stored in a dedicated storage.

Abstract: Embodiments disclosed herein provide systems and methods for processing and displaying call state and application usage information in a contact center environment. In a particular embodiment, a method provides receiving application usage information and call state information and processing the application usage information and the call state information to determine an amount of time spent using each application of a plurality of applications by each agent of a plurality of agents during each call state of a plurality of call states. The method further provides generating a representation of the amount of time spent using at least one of the plurality of applications by at least one of the plurality of agents during at least one of the plurality of call states.

Abstract: A system, method, and computer readable medium that comprises, receiving an incoming communication, compiling statistics related to the incoming communication and analyzing the compiled statistics.

Abstract: A monitoring tool for use with one or more automatic call distributors (ACD) which automatically and continuously polls or queries the ACDs to monitor not only alarm conditions but other conditions, such as agent staffing levels, call answering time, call routing and traffic conditions. Such continuous and automatic monitoring and querying of the ACD in accordance with the present invention is thus able to improve the overall efficiency of such ACDs by improving the service response time of such ACDs. In accordance with one aspect of the invention, the status records of the ACDs maybe directed to a website, for example, on an enterprise Intranet website to enable any of the company representatives with access rights to access the performance of the ACD network from any location. Other data, such as the trunk inventory record keeping system (TIRKS) may also be displayed on the website to facilitate troubleshooting of alarm conditions.

Abstract: Prediction information based on past statuses (management information) and past management information and the present management information are comparatively displayed in real time at a call center, thereby enabling arrival call statuses of the whole call center to be easily grasped. A management device connected to an exchange accommodating a plurality of terminal devices used for receiving calls, receives status information showing the call receiving status of each terminal device from the exchange, totalizes pieces of status information of the whole terminal devices and obtaining, as management information, at least one of a total count, an average and a rate with respect to a predetermined status of call, and gets the management information displayed on a display device.

Abstract: Embodiments are provided for the automatic real-time recording and processing of media in a communications network based on the context of the media. In one embodiment, a media stream is received in an analysis module in a service platform in the communications network. The media stream may represent a communication session between a calling party and a call center in the network. The incoming media steam is analyzed to identify words comprising a context of the communication session. A determination is then made as to whether the context of the communication session is related to a set of business rules associated with the service platform which may automatically trigger the retention of a recording of the communication session. If the context of the communication session is related to the set of business rules, the retention of the communication session is automatically triggered in real-time at a recording module.

Abstract: In recent times, communications service providers have been able to offer large business enterprises the ability to share call center operation among multiple geographically dispersed call centers. In particular, network-resident call handling technologies have been developed for performing some of the handling and queuing of each inbound call within the communications network, that is, before the call is forwarded to an ACD at a particular call center. However, by outsourcing a portion of the call center operations to a network-based call routing system, the call centers are no longer able to maintain direct control over, and are generally unable to directly access information, such as statistics, about the calls in the network or other call centers. Accordingly, an interface is provided that allows an entity to obtain information about calls within the network or other call center(s).

Abstract: A monitoring tool for use with one or more automatic call distributors (ACD) which automatically and continuously polls or queries the ACDs to monitor not only alarm conditions but other conditions, such as agent staffing levels, call answering time, call routing and traffic conditions. Such continuous and automatic monitoring and querying of the ACD in accordance with the present invention is thus able to improve the overall efficiency of such ACDs by improving the service response time of such ACDs. In accordance with one aspect of the invention, the status records of the ACDs maybe directed to a website, for example, on an enterprise Intranet website to enable any of the company representatives with access rights to access the performance of the ACD network from any location. Other data, such as the trunk inventory record keeping system (TIRKS) may also be displayed on the web site to facilitate troubleshooting of alarm conditions.

Abstract: In recent times, communications service providers have been able to offer large business enterprises the ability to share call center operation among multiple geographically dispersed call centers. In particular, network-resident call handling technologies have been developed for performing some of the handling and queuing of each inbound call within the communications network, that is, before the call is forwarded to an ACD at a particular call center. However, by outsourcing a portion of the call center operations to a network-based call routing system, the call centers are no longer able to maintain direct control over, and are generally unable to directly access information, such as statistics, about the calls in the network or other call centers. Accordingly, an interface is provided that allows an entity to obtain information about calls within the network or other call center(s).

Abstract: At least one exemplary embodiment of the present invention includes a method, comprising automatically obtaining real-time measurement data for a telephone network between a transit carrier and a predetermined terminating carrier; and automatically providing the real-time measurement data via the Internet to an originating carrier associated with the transit carrier. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. This abstract is submitted with the understanding that it will not be used to interpret or limit the scope.

Abstract: A monitoring tool for use with one or more automatic call distributors (ACD) which automatically and continuously polls or queries the ACDs to monitor not only alarm conditions but other conditions, such as agent staffing levels, call answering time, call routing and traffic conditions. Such continuous and automatic monitoring and querying of the ACD in accordance with the present invention is thus able to improve the overall efficiency of such ACDs by improving the service response time of such ACDs. In accordance with one aspect of the invention, the status records of the ACDs may be directed to a website, for example, on an enterprise Intranet website to enable any of the company representatives with access rights to access the performance of the ACD network from any location. Other data, such as the trunk inventory record keeping system (TIRKS) may also be displayed on the website to facilitate troubleshooting of alarm conditions.

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: In recent times, communications service providers have been able to offer large business enterprises the ability to share call center operation among multiple geographically dispersed call centers. In particular, network-resident call handling technologies have been developed for performing some of the handling and queuing of each inbound call within the communications network, that is, before the call is forwarded to an ACD at a particular call center. However, by outsourcing a portion of the call center operations to a network-based call routing system, the call centers are no longer able to maintain direct control over, and are generally unable to directly access information, such as statistics, about the calls in the network or other call centers. Accordingly, an interface is provided that allows an entity to obtain information about calls within the network or other call center(s).

Abstract: On a transaction network that supports short-duration electronic transactions within multiple service classes between input terminals and host processors, such as for credit card purchases, a network anomaly detector monitors the network to determine a potential fault either on or off the network before an actual network failure occurs. The network anomaly detector is provided with current transaction data for ongoing transactions, which data for each transaction includes the service class of the transaction, the start time of the transaction and the duration of the transaction. The current transaction data is converted to a traffic intensity, which provides a temporal measure of the traffic on the network within each predetermined binning interval for each service class.

Abstract: A computer implemented method and apparatus for determining if a wireless telecommunication system is operating at a reduced capacity is provided. The method and apparatus utilize call processing information associated with every sector/carrier within a CDMA base station to determine if any sector/carrier is operating at a reduced capacity while also being limited by power control (i.e., power control is blocking new users from gaining access to the sector/carrier even though the sector/carrier is operating at a reduced capacity). Thus, the method and apparatus detect blocking faults affecting the capacity of the CDMA system.

Abstract: Telecommunication equipment is connected to and controlled by a computer which executes software controlling the digital communication between the telecommunication equipment and the computer. Software in the form of a wizard or expert also executes on the computer and acts to simplify the computer user's interaction with the telecommunication equipment and underlying software which controls the telecommunication equipment.

Abstract: A telecommunications system (10) is provided that provides for telephone functions to be accessed through client computer system (14). A server computer system (16) provides telephony services, database services and access to E-mail, voice mail, video conferencing and facsimile systems. A graphical user interface 116 is presented to a user to allow the user to perform a large number of functions and to access databases of information associated with calling and called parties.

Abstract: An automatic call distributor (12) having a device (10) for routing application telephone calls to any agent (20), a device (10) for routing an exterior position call directly to a particular agent (20), a device (10) for routing an interior position call directly to the particular agent (20), a device (10) for indicating the type of call being received among the application, external position, and internal position calls to the particular agent (20), and a device (10) for connecting the desired indicated call to the particular agent (20).

Abstract: A data display system 200 and method for displaying real-time data in a data display relating to operation of an automatic call distributor 100 is provided. A data presentation interface 202 defines the format of how the data is to be displayed, modifies the data display in response to instructions from a user 212 and presents the data display to the user 212. A data server interface 204 acquires the real-time data from the automatic call distributor 100, updates the data when individual data elements are changed and sends updated data, or specific data elements, to the data presentation interface 202 for display to the user 212. Communications between the data presentation interface 202 and the data server interface 204 are performed via a data link interface 206. The data link interface 206 may support direct communications or real-time data query language communications.

Abstract: The present invention features an automatic telecommunications system which includes a method for selecting the most economical carrier for the placement of a dialed telephone call. The telecommunications system attaches to a telephone number input device, such as a telephone dialer, a fax or computer/modem keyboard, a cellular phone, etc. The system captures the number dialed, while inhibiting or disconnecting the telephone from receiving incoming calls, thus preventing interruption of the data capture process. The captured number is fed to the user computer that accesses a first memory that has a database containing the carriers that provide service between the user service area and the area of the dialed number. The user computer contains an internal clock that ascertains the day of the week and the time of day. The computer is programmed to select a carrier providing the best (lowest) rate for the particular time of placement for the dialed call.

Abstract: A platform for connecting to a CCS7 network for supporting concurrently running CCS related applications. Copies of the SUs flowing through the network are sent to the platform where the FISUs, LSSUs and MSUs are filtered to provide the desired SU type for each of the applications. The MSUs are filtered by MSU category and MSU type within category into groups of MSUs of particular interest to the applications, respectively. Linked lists of filter elements associated with the respective linksets of the CCS7 network perform the filtering by comparing category and type fields to the MSU categories and types to form the groups. Filter change data received at a user interface is utilized to modify the filters.

Abstract: A feature telephone phone set has a call length recording and call sorting system which can record a plurality of called numbers, date, time, length and so on of each telephone call, and store records into two separate memory areas according to whether the call is a local call or a toll call. Recorded contents can be retrieved and shown on an LCD display. When the memory is full, older records are deleted automatically or manually. Because toll calls are more important than local calls, when the memory is full different criteria of deletion are obeyed when automatic deletion is performed. Special service codes and their descriptions are also provided, and each code can be retrieved by a common key and dialled by another common key.

Abstract: An system and apparatus records and displays information received from a premises such as ambient temperature or information received over a telephone network. A premises recording unit is connected to a telephone network and receives and stores telephone information received therefrom. The premises recording unit includes a wireless transmitter for generating and transmitting a packet of telephone information received from the telephone network. The generated signals can be radio, infrared and ultrasonic. A packet receiver is spaced distant from the premises recording unit but within range of the packet transmission generated therefrom for receiving and storing the packet of telephone information. The packet receiver displays at least a portion of the packet of information.

Abstract: An system and apparatus records and displays information received from a premises such as ambient temperature or information received over a telephone network. A wireless transmitter generates and transmits a packet of telephone information received from the telephone network. The generated signals can be radio, infrared and ultrasonic. A packet receiver is spaced distant from the premises recording unit but within range of the packet transmission generated therefrom for receiving and storing the packet of telephone information. The packet receiver displays at least a portion of the packet of information.

Abstract: An Operations Support System, comprised of a computer and workstation, stores digit analysis specifications for telecommunications call processing. A graphical user interface displays digit analysis specifications visually as subtrees made up of nodes representing the digits of the dialed number. Two subtrees can be displayed contemporaneously for evaluation and manipulation independently and from one to another. Operations performed on the nodes also operate on the embedded digit analysis specifications permitting manipulation of the specifications without the need to view or deal with the specifications themselves directly. Related information such as Routing Table Indexes and local exchange numbers called NXX numbers are displayed contemporaneous with display of a subtree of interest and are manipulated with regard to that subtree.

Abstract: A computer is provided with the facility to display in map form spatially-time-varying data associated with respective nodes. Specifically, responsive to a user inputting a specific command, the computer displays a plurality of symbols representing respective ones of the nodes in which the symbols share a common characteristic, the size of which is varied commensurate with changes in the data associated with their respective nodes. In addition, the user is provided with a tool so that he/she may either manually or automatically play through the data. The user is also provided with a number of other tools to control the display of the symbols and/or data, such as, for example, a tool which changes the size of the symbols so that smaller symbols are not obscured by larger symbols.

Abstract: An system and apparatus records and displays information received from a premises such as ambient temperature or information received over a telephone network. A wireless transmitter generates and transmits a packet of telephone information received from the telephone network. The generated signals can be radio, infrared and ultrasonic. A packet receiver is spaced distant from the premises recording unit but within range of the packet transmission generated for receiving and storing the packet of telephone information. The packet receiver displays at least a portion of the packet of telephone information.

Abstract: This invention relates to methods of providing information for display at a calling party telecommunications station or at an idle station. Two signaling arrangements are described, the D-channel of an Integrated Services Digital Network (ISDN) channel, and an in-band frequency shift key signal. The information that is displayed is related to the called party (such as information identifying that party), the carrier of the conversation, or represents general information (an emergency announcement).

Abstract: An system and apparatus records and displays information received from a premises such as ambient temperature or information received over a telephone network. A premises recording unit is connected to a the received telephone network and receives and stores telephone information. The premises recording unit includes a wireless transmitter for generating and transmitting a packet of telephone information received from the telephone network. The generated signals can be radio, infrared and ultrasonic. A packet receiver is spaced distant from the premises recording unit but within range of the packet transmission generated for receiving and storing the packet of telephone information. The packet receiver displays at least a portion of the packet of telephone information.

Abstract: During an execution of communications between an originating terminal and a receiving terminal which are connected through an ISDN, when an item of information saying that a rate at which charges for the communications are shared between these terminals is changed to a given rate is transmitted from either the originating terminal or the receiving terminal to the ISDN, the communication charges after transmitting this item of information are imposed on the originating terminal and/or the receiving terminal in accordance with this rate presented. If an agreement of the other terminal is not obtained on this occasion, the charges are imposed on the originating terminal and/or the receiving terminal in accordance with an original accounting rate or the rate presented from the other terminal.

Abstract: A method and apparatus of displaying performance metrics of a cellular communication system (50) having a call routing element (51), control elements (55, 56, 57, 58) and transceiver elements (59, 60, 61, 62, 63) provides for creating a hierarchical display (10) of the call routing element, the control elements and the plurality of transceiver elements with the call routing element depicted at a center of the hierarchical display and the control elements and transceiver elements radiating outwardly from the center in a hierarchical order. The user or the system selects a performance metric of one of the call routing element, the control elements and the transceiver elements, and the selected performance metric is displayed for each of the call routing element, the control element and the transceiver elements within the hierarchical display.

Abstract: An automatic call distributor reporting system (100) and method is provided wherein data reports representative of operation of an automatic call distributor (ACD) (102) are transmitted to a remote electronic display device, such as a pager (120) or telephone (126), over a telephone network (118). The ACD (102) collects data relating to its operation in a well known manner and sends the data to a data reporting system which formats the data for proper transmission by the telephone network (118). The data reporting system comprises a data reporting computer (110) for organizing the data into data reports which are designed for each supervisor. Each report with an unique supervisor identification number is then sent to a remote maintenance computer (112). The remote maintenance computer (112) matches the supervisor identification number with a table in a pager database (116) which contains a table for each supervisor. The old data report is erased from the table and the new data report is entered.

Abstract: A system for controlling and monitoring the recording of telephone calls in institutions such as jails and correctional facilities. Calls are recorded automatically in response to the occurrence of specific triggering events, as pre-defined under software control by a system administrator. Triggering events may include, for example, use of a specific line, attempts to use particular features (such as three-way calling), attempts to dial particular telephone numbers, or use by a particular person. Recorded calls are digitized and stored in standard MS-DOS files on either a local computer system or a remote computer across a network. Stored digitized recordings may be selected for playback under software control by a system administrator. The system of the present invention allows control of recordings from within a conventional telephone system. The integrated nature of the system provides cost savings and improved flexibility.

Abstract: An international telecommunications network includes a set of international exchanges located in a particular country which connect a national telecommunications network situated in that country with networks situated in other countries. The international network includes a traffic management system having an expert system with a set of knowledge sources. An identifier identifies alarms relating to traffic and a prioritizer arranges the alarms in order of priority. A diagnoser diagnoses the cause or causes of the alarms by proposing suspected causes and investigating them in relation to traffic and network data. A resolver proposes remedies for the causes of the alarms by reasoning over each cause in relation to data on traffic associated with the cause, reasoning over each remedy in relation to data on traffic in the neighborhood of the remedy to determine a figure of merit for the remedy, and then arranging the remedies in order of merit.

Abstract: A tracing system displays a transmission route between multiplexers in a transmission network.

Abstract: A telephone exchange accommodates a plurality of lines in a primary group of an Integrated Services Digital Network (ISDN), as well as a plurality of extension terminals, in which a plurality of channels constitute each line. Control is performed in such a manner that the status of a line of an extension terminal when this terminal is using one channel among the plurality thereof is indicated by lighting an Light Emitting Diode (LED) in the color green, the status of a line of an extension terminal when this terminal is not using any of the plurality of channels but all of these channels are being used by other terminals is indicated by lighting the LED in the color red, and the status of a line of an extension terminal when this terminal is not using any of the plurality of channels but some of these channels are being used by other terminals is indicated by flashing the LED in the color red.

Abstract: A system for routing data and communications to one of a plurality of remote sites to promote reciprocal interaction among the remote sites. The system includes a central processing unit and a storage device to store a first set of data identifying a plurality of remote sites and a second set of data identifying the frequency at which each of the remote sites communicates with the system. The system selects a particular remote site to receive a particular communication by analyzing the second set of data. The system also contemplates a method of routing data and communications including the steps of storing routing data for identifying a plurality of remote sites and the frequency at which each of the remote sites communicates with a central processor, receiving a communication at the central processor, analyzing the routing data to select a particular remote site, and forwarding the communication to the selected remote site.

Abstract: A computer is provided with a network planning facility, which displays in map form a network comprising a plurality of nodes each serving a plurality of subtending nodes, and in which the network is characterized by data stored in the computer. The operation of the planning facility is initiated in response to a user entering an appropriate command. Specifically, responsive to the command, the computer displays a plurality of symbols representing respective ones of the nodes, in which each such symbol is arranged so that it is indicative of the number of traffic terminations at its associated node. The user may then select, in a conventional manner, one of the displayed symbols and then invoke either an automatic mode or a manual mode.

Abstract: A computer is provided with the facility to display in map form, directed data associated with respective nodes. The operation of the mapping facility is initiated in response to the user entering an appropriate command. Specifically, responsive to the command, the computer displays a plurality of symbols representing respective ones of the nodes such that those symbols which exchange data are connected to one another by a displayed link formed from two half-line segments each indicative of the direction and level of data associated with its respective symbol. In addition, a plurality of tools are displayed for controlling the parameters used in the display of the symbols and links. For example, the user is provided with the capability to change the length of the half-line segments, and is provided with the capability to erase from the display those segments representing data values which are not within a range of data thresholds established by the user operating a threshold tool.

Abstract: A computer monitoring system which provides for the dynamic display of calling status information on an outbound dialing system. An operator at the workstation points to icons and, using a mouse, clicks on a selected device representing physical terminals or calling equipment to see summary data related to performance and status. Modifications of the procedure occur when a key is held down while pointing at an icon. In this case, the system will transition to a more detailed display screen and show summary charts and graphs of system or operator performance at their current task.

Abstract: A communication network system includes a communication line, a plurality of communication stations each having a node coupled to the communication line and a network controller coupled to the stations for controlling routing for communication messages between nodes. In one embodiment, the messages are sent from plural terminals connected with each node along with communication performance prerequisites. The communication performance prerequisites for a communication message are discriminated in the node which receives the message. Traffic in various routes between the nodes is continually measured in the communication stations and the measuring results are stored in a database storage unit.

Abstract: In a communication system, a programmable threshold alert system for indicating to a hunt group supervisor the relative number of incoming unanswered calls in a hunt group. Circuitry is provided for detecting the number of calls waiting to be answered and in response generating a level value signal representing the percentage of calls waiting relative to the number of active call answer stations. The level value signal is compared to one or more threshold values in response to which an output signal is generated for indicating the magnitude of the level value signal relative to the one or more threshold values, thereby providing an indication of the load on the hunt group.

Abstract: A miniaturized DNR monitoring device is adapted to communicate over a telephone line, or otherwise, with a remote unit which may also communicate with other monitoring units. The monitoring device includes a computer chip program to select target DNR data from non-target DNR data, a memory for storing a limited amount of data, a DNR output line, means for downloading stored data over its output line to its remote unit on command or upon the occurrence of preselected events, and means for identifying transmissions to and from its remote unit by a handshake routine.

Abstract: In a telephone monitoring system a number of telephone lines are simultaneously monitored by a single monitor unit which connects the respective voltage signals transmitted by the lines into input signals having a digital format to a corresponding number of personal computers or in the alternative to a mainframe computer which is accessible by a number of keyboards corresponding in number to the number of lines being monitored. An operator responds to the input signals from the telephone lines by entering comment data through the keyboard as the data corresponding to the input signals is simultaneously displayed on the screen associated with each keyboard. Each personal computer or the single mainframe is programmed to store, retrieve and analyze the data simultaneously received from the monitor and the respective keyboard.

Abstract: A telephone monitoring system is disclosed which enables the operator to enter comment data and sort comment data entered by the operator and numerical data received from a monitor while the monitor continues to imput information from the target line. The system is comprised generally of a monitor capable of being attached to a target telephone line and when so attached senses voltage changes on that line and translates those voltage changes into a form capable of being stored in the memory, an alphanumeric keyboard, a memory unit storing a program capable of storing data received from the monitor and the keyboard, a processing unit and a display for displaying data entered through the monitor and through the keyboard as well as data developed by the processing unit in accordance with the program contained in the memory.

Abstract: Disclosed is a communications measurement matrix display for a protocol analyzer which is used to monitor traffic on a packet-switched network. The display allows the protocol analyser user to see, at a glance, a complete and accurate overview of communications between more than thirty-one nodes on a packet-switched network, over a user selectable range of measurement-time intervals. The matrix display has two modes. One mode shows the source versus the destination nodes of the network as a 32-.times.-32 two-dimensional X-Y grid matrix having thirty one source nodes ordinally indicated along one grid axis and thirty one destination nodes ordinally indicated along the other grid axis. The thirty second ordinal position on each axis designates any nodes other than the first thirty one nodes. A display marker postioned on the grid indicates communication between the source node and the destination node which correspond to the (X,Y), that is, the (SOURCE, DESTINATION), coordinates of the marker.