Abstract: A technique is disclosed that enables a contact center to provide enhanced services to its agents. An agent server is interconnected with the automatic call distributor (ACD) and agent telephones of the contact center. The server intercepts messages sent by the ACD, which contain caller-provided data obtained by an interactive voice response system. When it is determined that the particular agent has access to both a telephone and a personal computer, the agent server draws a distinction in the information content of the received message. In doing so, the agent server provides the call initialization information in the message to the agent's telephone, and appears as if the information were coming from the ACD; additionally, the agent server provides the caller-provided data to the agent's personal computer. The personal computer is then able to execute a predetermined application, such as a display-oriented presentation application, based on the caller-provided data.

Abstract: In one aspect thereof the exemplary embodiments of this invention provide a method that includes, prior to confirmation that a network access node has correctly acquired capabilities of a user equipment, operating a user equipment with the network access node in accordance with a first rate matching mode and, only after confirmation to the user equipment that the network access node has correctly acquired capabilities of the user equipment, changing the rate matching mode to a second rate matching mode. In an embodiment the first rate matching mode comprises puncturing a downlink shared channel transmission with a set of resource elements, which may be at least one of reference symbols and muted resource elements, and the second rate matching mode comprises rate matching the downlink shared channel around those resource elements that are members of the set of resource elements. Also described are apparatus and computer readable storage medium storing program code that operate in accordance with the method.

Abstract: Systems and methods are provided for contact channel redirection to improve agent routing/assignment efficiency and customer experience. For example, the system may redirect a customer, waiting in a queue for an agent for telephonic communications, to a chat agent for online chat.

Abstract: A teleconference terminal apparatus including: an input unit which receives a speech signal; an analyzing unit which calculates a target size on a predetermined segment basis of a speech signal; a coding unit which codes the speech signal to generate a data stream, so that the coded data size on a predetermined segment basis becomes the target size corresponding to each predetermined segment; a stream transmitting unit which transmits to a network the data stream; a receiving unit which receives the data stream transmitted from another terminal apparatus; a filtering unit which determines whether segment data is to be decoded based on data size for each predetermined segment in the received data stream, the segment data being included in the data stream; a decoding unit which decodes segment data determined to be decoded to generate a speech signal; and an output unit which outputs the generated speech signal.

Abstract: Techniques for voice instant messaging (VIM) on a programmable telephone set include receiving configuration data that includes VIM ID data that indicates a particular group of telephone sets. A start signal is received that indicates a start of a new message directed to the particular telephone set over a particular communication channel associated with the VIM ID. In response, VIM audio data received over the communication channel is recorded. It is determined whether the particular telephone set is currently in use. If not, then the VIM audio data is played over a speaker on the particular telephone set. These techniques allow instant, persistent audio messages to multiple recipients without a computer.

Abstract: According to one embodiment, a main apparatus includes a transmitter which transmits a control signal necessary for notifying the communication connection to a first telephone terminal belonging to the group and a second telephone terminal belonging to the group, when the first telephone terminal establishes communication connection by using the line, a monitoring module configured to monitor congestion of at least an own apparatus, and a controller which controls execution and stoppage of transmission processing of the control signal to the second telephone terminal carried out by the transmitter based on a result of congestion monitoring carried out by the monitoring module.

Abstract: A Meeting Attendee Instant Messaging (MAIM) utility is provided and embeds Instant Messaging (IM) functionality in a calendaring software. When a meeting request is sent out from the calendaring application, the request receives invitee responses, which automatically populates a Meeting Invitee Status Display (MISD). The MISD graphically illustrates which invitees have accepted the request to the meeting (i.e., attendees), and also provides an indication of a current IM status of each attendee to the meeting. The meeting facilitator may optionally select specific attendees or all attendees and initiate a one-to-one or group IM chat session with the selected attendees to begin a chat. The group IM session chat is initiated from within the MISD without providing the meeting facilitator with anything other than the e-mail addresses or e-mail IDs of the attendees.

Abstract: A control resource, such as a service control point, causes a telephone network to route calls, initiated by an explicit request for operator service, to a front-end automation platform. The platform provides an announcement, typically in the form of a menu identifying available services. If the platform receives a signal from a caller selecting one of the services, the platform converts the call from an operator service call to a type of call associated with the selected service. The network then routes the call as converted, through the network to a predetermined resource for providing the selected service. The menu announcement and service selection processing with subsequent call conversion help take as many operator service calls as possible away from the operator switch and instead route many calls directly to the appropriate department, emergency destination or automated resource.

Abstract: An apparatus for generating a plurality of beacon signals for use in a code division multiple access (CDMA) base station includes; a level controller for controlling a level of each of a plurality of transmit intermediate frequency (TxIF) signals based on a level control signal, thereby generating level-controlled TxIF signals; a frequency converter for converting a frequency of each of the level-controlled TxIF signals received from the level controller based on a frequency control signal, thereby generating a beacon transmit radio frequency (TxRF) signal time-divisionally; a time division controller for generating the level control signal and the frequency control signal based on a system synchronization signal and predetermined control information; and a control information storing unit for storing the predetermined control information.

Abstract: Described is a system and method that integrates a user's browsing experience with the placement of telephone calls, and to generating a revenue stream for third party service providers that direct the calls to selected telephone carriers. An autodialer runs on a computing device and routes user's calls to selected carrier's networks based on optional embodiments for carrier selection. The telephone carrier can be pre-selected by an autodialer or be user selected from an ordered list. Predetermined selections may be based on the carrier bidding the least cost, or optionally, the carrier bidding the highest reward. The rank ordering of telephone carriers can be based on a figure of merit. The telephone carriers can be rank ordered based on the carrier most often selected by the users; or optionally based on the highest reward offered to the third party service provider by the carrier.

Abstract: An operator call-fielding scenario system which displays a response scenario to an operator who is responding to an incoming call includes a memory unit which stores a plurality of scenario parts making up a plurality of response scenarios; a scenario setting unit which selects predetermined scenario parts from the plurality of scenarios parts in the memory unit, in accordance with one of a plurality of conditions, and sets a response scenario with the predetermined scenario parts according to the one condition; and a display unit which displays the set response scenario. Using this configuration, response scenarios matched in the optimum way with various circumstances can be set.

Abstract: A system for providing automated directory look-up over multiple switching systems in a network. Multiple switching systems are connected in a network. When a first switching system receives a request for a directory look-up, the first switching system generates a message requesting a directory look-up on each of the other switching systems. The messages is then transmitted to each of the other switching systems. The other switching systems receive the request and perform a look-up for matches to an input string. Response messages containing all of the matches are then transmitted back to the first switching systems. It is then determined whether a match for the desired name was found and the call is completed.

Abstract: A method of providing wireless directory assistance service includes the steps of receiving a call placed by a caller at a telecommunications carrier switch, routing the call to a call management platform coupled to the telecommunications carrier switch. A directory assistance service provider is contacted via the telecommunications carrier switch or via a frame relay network. The call is then split from the call to the directory assistance service provider. The call management platform then receives a destination number from the directory assistance service provider and supplies it to the caller in a voice announcement. The destination number may be received in-band or via the frame relay network. The call management platform waits a predetermined time period and then automatically connects the call to the destination number via the telecommunications carrier switch if the call has not been disconnected within the predetermined time period.

Abstract: A wireless communication device provides streamlined access to recording functions that allow a user to readily record information from a called directory information service provider or other predetermined number. Directory service provider numbers and other predetermined numbers are stored in the system and compared with a user selected destination telephone number. If a match is detected, the system display automatically enables a recording function or prompts the user to manually activate the recording function to permit the user to manually record information obtained from the directory information service provider. Alternatively, the information may be automatically transferred directly into the system without user intervention through a communication link using a formatted data exchange. The system includes options for editing the recorded information, permanently storing the recorded information, and completing a call to the telephone number provided by the service.

Abstract: A locking device for use in restraining a jet pump downcomer of a nuclear reactor, including an upper jaw; a lower jaw placed in an opposing position below the upper jaw; and a tightening screw movably supporting the upper jaw and the lower jaw. When installed on a jet pump downcomer, the complete assembly includes a restraining ring; a downcomer carried by the restraining ring; a wedge supported by the restraining ring and the downcomer; and a guide bolt extending in an axial direction in relation to the downcomer such that the wedge is movably supported by the guide bolt. The wedge is interposed between the upper jaw and the lower jaw, and one end of the upper jaw and a corresponding end of the lower jaw are moveably supported by the guide bolt. The upper jaw and lower jaw are supported at their respective opposite ends by the tightening screw.

Abstract: An anonymous testing system for taking a sample of body fluid to be tested, the. sample is acquired in private and sent for analyzation to obtain results. The system comprises a test kit for creating a sample of body fluid, a personal code for anonymously identifying the sample and the person, and an electronic file telephonically created and accessed by the person taking the test and identified by the personal code. The electronic file contains the test results determined by analyzation. There is also a method of anonymously testing of a person's body fluid in private and the results to be anonymously received by the person without having to reveal his or her identification. The method comprises the steps of procuring a test kit for taking a sample of the body fluid. The test kit has a personal code associated therewith and equipment to take the sample. The person uses the equipment to obtain the sample and sends the sample with the personal code to a testing site.

Abstract: A call overflow system 10 and method for overflowing telephone calls from an originating telephonic switch 12A and a destination telephonic switch 12B is provided. An information element data packet 34 containing information relating to the telephone calls is transmitted between the originating telephonic switch 12A and the destination telephonic switch 12B. The data packet 34 comprises information provided by a caller in byte (20b) 80, designated switch status data. The information is thereafter utilized by the destination telephonic switch 12B to route the telephone calls to internal telephonic units 20B for service.

Abstract: An automated transaction processing system implements a method for tracking information regarding electronic transactions received by an automated transaction processing system. The method includes the steps of initializing an output file and receiving multiple messages related to a transaction. Each of the messages has several parameters, at least one of which is alphabetic or alphanumeric. The method also includes the steps of converting the associated parameters to a comma separated variable (CSV) format, storing the associated parameters in the CSV format in the output file, and transferring the output file to a database.

Abstract: A system and method for providing operator and customer services for automated telecommunications services on an intelligent overlay network (104) is disclosed. Operator and customer services are provided by an intelligent network (102). The intelligent network (102) comprises an automated call distributor (116); an application processor (118); an advanced intelligent network gateway (AIN Gateway) (120); a validation gateway (122); and enhanced operator consoles (126). The AIN Gateway provides the intelligent network with an interface to the intelligent overlay network. This allows components within the intelligent network to communicate with components in the intelligent overlay network, and vice-versa. The validation gateway provides the intelligent network with an interface to credit card validation systems (114), and is used to apply charges to customer credit cards.

Abstract: A system and method of customized routing in the interconnection of multiple public switched telecommunications networks for both unbundled switching and for resale. The arrangement utilizes a hybrid combination of an Advanced Intelligent Network (AIN), line class codes (LCC), and an adjunct processor to provide customized routing for both unbundled switching and for resale while coping with the varied capabilities and capacities of the switches found in the average public switched telephone network. The primary applications are for unbundlers and resellers to have operator (0+, 0−) calls and directory assistance calls (411/555) routed to their own platforms. The arrangement provides a solution to achievement of relatively rapid implementation in an efficient and economical manner with a minimum of modification to existing plant.

Abstract: A client-server telephone call router system as part of a customer premises system has a client-server router adapted to execute on a telephony switch, such as a public branch exchange (PBX) or other telephony switch, or on a processor connected by CTI link to a telephony switch. The telephony switch or processor executing the router is connected to a local area network (LAN) that also interconnects computer workstations proximate to telephones connected to the telephony switch. Client user interface applications run on the computer workstations, allowing clients to edit routing rules for the router, which has a list of routing rules keyed to users and workstations of the customer premises system. The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation on the LAN his/her own routing rules, and transmit the edits to the client-server router where the rules will be followed to route calls for that user and protocol.

Abstract: A system D interfaces with a multiplicity of individual terminals T1-Tn of a telephone network facility C, at the terminals callers are prompted by voice-generated instructions to provide digital data that is identified for positive association with a caller and is stored for processing. The caller's identification data is confirmed using various techniques and callers may be ranked and accounted for on the basis of entitlement, sequence or demographics. Callers are assigned random designations that are stored along with statistical and identification data. A break-off control circuit may terminate the computer interface aborting to a terminal for direct communication with an operator. Real-time operation processing is an alternative to stored data. The accumulation of stored data (statistical, calling order sequence, etc.) is variously processed and correlated as with developed or established data to isolate a select group or subset of callers who can be readily identified and reliably confirmed.

Abstract: A method of completing a call to a remote directory assistance operator comprises the steps of attempting to place the call and disconnecting an operator position manned by a live operator from the call. Once the operator is disconnected, the call is supervised for a remote answer and a time-out clock started. In the event of a call to a remote directory assistance operator whose country or region is notorious for not answering their phone lines, the time of the attendant operator in supervising the call is saved during the automatic answer supervision period. Periodic announcements may be provided the caller over time and new services offered by these periodic announcements. For example, in one embodiment, the user is offered the opportunity to place the call at a predetermined callback time in the future when the call may be more likely to succeed.

Abstract: A method is described for electronically recording messages after the called telephone goes off-hook. The method may be physically implemented by an apparatus in the home or office, or by a system installed in a service provider central office. When a call is received, the telephone receiver is taken off the hook and the caller is asked if they would like to leave an electronic message. If the caller decides to leave an electronic message, the record function is initiated by the answering party via a record button physically provided on the system, by a keystroke sequence on the telephone station set keypad, or by voice command. The message speech is sampled, each sample is processed to extract speech information, each extracted signal is encoded, and then each encoded signal is stored in memory.

Abstract: A system and method for providing directory assistance service and information in a multiple service provider and a local number portability environment. An operator services system (OPSS) (15) is functionally connected to a first and a second database (24, 26). Preferably, the first database (24) is a directory assistance database, and the second database (26) is a directory assistance-local number portability (DA-LNP) database. Upon receipt of a request for a directory number associated with the name of a party, the OPSS (15) makes a first query of the first database (24) for first search results relating to the name of the party. Preferably, the OPSS (15) also concurrently makes a second query, but of the second database (26) for second search results relating to the name of the party. The first and second databases are searched based on the name of the party. The first and second search results are provided to the OPSS (15).

Abstract: A call recording system and method records telephone calls routed by a telephonic switch 104 to agents located at computer terminals 108. A call information circuit 110 associated with the telephonic switch 104 detects information, such as DNIS via a DNIS circuit 112 and/or information provided by the caller, relating to the telephone calls. The computer terminal 108 includes a recording device 114 which records the telephone calls based on the call information relating to the calls. The recordings of the calls are stored in a storage device 116. To facilitate later replaying a call, a call sequence indicator 118 attaches a call sequence number to a recording of telephone call. Alternatively, or in addition to, a call time indicator 118 attaches a time and day indicator to the recording based on when the call was received. An automatic recorder 122 automatically records specified telephone calls based on the call information.

Abstract: A local exchange carrier can provide operator service for a telephone call, whether intra-LATA or not, and in some cases to perform the service so that the call can be passed with the service already provided. Operator services for calls that require prior approval at a subscriber station for completion and those that do not (e.g., collect calls vs. credit card calls) are differentiated. If, for a particular call, it is determined that the required operator service does not require prior approval for the call being placed, then the operator service is provided from the end-office without routing the call to an operator services platform. The call may be serviced using an advanced intelligent network (AIN) system. If the required operator service does require prior approval, however, it is ultimately routed to an operator services platform of the local exchange carrier or interexchange carrier for provision of the service.

Abstract: Methods and apparatus for automating telecommunications billing operations and reducing operator errors when processing operator assisted telephone calls is disclosed. In accordance with the invention, when an operator assisted telephone call is being serviced, a computer is used to automatically generate default billing charge information, e.g., a default class charge, which is automatically entered unless the operator alters this computer generated information. In addition, the computer provides the operator with messages regarding restrictions which are applicable to the call being processed as well as other useful call processing information. When the operator alters the default class charge, a check is automatically performed to insure that the new class charge is a valid class charge. If the class charge appears to be in error, a message is provided to the operator and the operator is given a chance to alter the class charge information before the call is terminated.

Abstract: Methods and apparatus for inputting telephone number information into an operator workstation are described. In accordance with the present invention, telephone number information may be entered as either alphabetic information using, e.g., the alphabetic keys on an IBM compatible keyboard, or as numeric information using the numeric keys on the keyboard or on a standard telephone keypad. When telephone number information is input as alphabetic information, the workstation automatically converts the alphabetic character of e.g., a vanity telephone number such as "SKYTELL" into the actual numeric 759 8355 which is then used to complete the call. Error checking is performed as part of the data input and conversion process. If an operator attempts to enter the letters Q or Z into a telephone number field or enters a key other than an alphanumeric the input data is rejected and an error message is sent to the operator.

Abstract: Telephone calls passed from an operator service exchange (3) on to a local operator position (1) are received at the latter and information is issued to the caller. The principle components of the position (1) are (A) a connection (6) to the position desk controller (4) of the operator service exchange (3), (B) a speech connection from the position desk controller which terminates in a headset, and (C) a local personal computer (5) which, on the one hand, produces a display and controls the speech connection and, on the other hand, provides access to the required information. This position (1) is operated remotely, in that the local personal computer (5) is remote-controlled by a remote personal computer (8) through an ISDN telephone connection and in that, at the same time, the speech connection is extended from the position desk controller (4) through the local personal computer (5) and a telephone network to a remote operator position (2).

Abstract: A method and apparatus for serving operator assistance calls from a remote operator assistance system but using the data base of the normal serving operator assistance system to verify the capability of the caller to place the desired call. The call is routed to the remote system where, for example, a specialized operator team, such as a Spanish speaking team, serves calls from an entire region or nation. The remote system accesses the data base of the normal serving system to obtain the data, describing the attributes of the caller, necessary to minimize the number of calls that are fraudulently completed.

Abstract: A system and method for processing telephone calls and providing enhanced services is presented. The call processing system includes a billing system that processes billing information records for completed calls. In this type of processing, the billing system applies rate information stored in a rate file to the completed call parameters contained within the billing information record. Derived billing information is subsequently stored in a toll file. The billing system also uses rate information stored in the rate file to respond in real-time to rate quote requests. Upon receipt of a rate quote request from a requesting system, the billing system retrieves rate information from the rate file, calculates a cost/minute of a desired call, and returns a rate quote to the requesting system.

Abstract: A centrex with an attendant console sharing system wherein there is no restriction in an extension line numbering plan so that an attendant console can accept a call to any business group and will connect the call only to the extension line station of the business group for which the call is destined. Means for connecting 12 of the centrex links attendant console 2 to business group attendant console data corresponding to the business group for which an incoming call is destined in accordance with pilot number-to-attendant console conversion table 3 when the call arrives at attendant console 2 from a public network subscriber and in accordance with business group number-to-attendant console conversion table 4 when the call arrives from an extension line station of the business group.

Abstract: Disclosed is a technique for presenting information to a telephone operator to enhance the efficient completion of telephone calls. Numerous data bases are generated to make available information concerning any type of telephone call with which the operator might be requested to assist or complete. The operator workstation is program controlled to access the various data bases and present information particular to that type of telephone call being serviced. Interaction between the operator and the workstation based on visual menus allows the operator to initiate access to the data bases for other or more detailed information which is displayed on menus and overlay menus.

Abstract: This invention relates to the application of an audible logo to a telecommunications call, for identifying the common carrier serving that call. A call is received in an operator assistance system. After applying a calling card prompt tone and prior to connecting the call to an operator position or receiving further digits such as those for a calling card number, the operator assistance system connects an audible logo, identifying a common carrier, to the call. Advantageously, a telephone customer receives the information necessary to identify whether his/her preferred common carrier is going to be used on this call at a sufficiently early time to make it convenient to disconnect and reoriginate. This information is particularly important for calls originated away from home or office, calls that are likely to be operator assistance (0 or 0+ directory number) calls. Subsequently, the operator assistance call is processed as in the prior art.

Abstract: This invention relates to a method and apparatus for communication between an operator or agent position and a switching system and databases. The position includes a display screen and keyboard. Data for controlling a plurality of displays for the screen is stored in the switching system. In response to an operator's logging into the system, the position is connected to a plurality of databases by switched virtual channels, carried over the data channel of an ISDN connection from the position to the switch, and via switched virtual channels to the databases. A special section of the screen is devoted to parameters which are automatically transferred from one display to another whenever a new display is requested. When an operator wishes to set up a call, the call will be set up in accordance with the latest version of the parameters, whether or not the operator requests a display of a call control screen.

Abstract: This invention relates to the application of an audible logo to a telecommunications call, for identifying the common carrier serving that call. A call is received in an operator assistance system. After applying a calling card prompt tone and prior to connecting the call to an operator position or receiving further digits such as those for a calling card number, the operator assistance system connects an audible logo, identifying a common carrier, to the call. Advantageously, a telephone customer receives the information necessary to identify whether his/her preferred common carrier is going to be used on this call at a sufficiently early time to make it convenient to disconnect and reoriginate. This information is particularly important for calls originated away from home or office, calls that are likely to be operator assistance 0 or 0+ directory number) calls. Subsequently, the operator assistance call is processed as in the prior art.

Abstract: A method and apparatus for processing operator assistance calls with minimum expenditure of operator work time. For collect and person-to-person calls, a first operator at a first operator position determines the type of call and, optionally, the name(s) of the calling and called parties. These are recorded in the memory of a program controlled processor system for controlling an operator assistance switching system. The first operator then disconnects from the call while the call is being set up and the call party being alerted. When the called party answers, a second operator position and second operator, having a display of the call information previously recorded, are unattached to the call to determine whether a connection between the calling and called parties should be established and, if so, to cause that connection to be so established.

Abstract: A semi-automatic directory assistance system uses a directory assistance computer to help an operator at an operator position terminal find the requested directory number. The control processor, a module control unit, of a module of the system controls the establishment of part of the connection from a subscriber requesting operator assistance to the operator position. The operator at the operator position communicates with the directory assistance computer to find the requested number. After the requested number has been found, the computer sends a message to the control processor. In response to that message, the control processor causes an audio response unit to generate a directory assistance message corresponding to the desired number and causes the response unit to be connected to the subscriber.

Abstract: A telephone operator voice storage and retrieval system is capable of presenting to the caller a played-back, previously recorded response message in the actual voice of the operator on duty at the time. The operator is also able to follow-up the played-back, previously recorded response message with a conversation with the caller, without the caller detecting a change in the characteristics of the caller's perceived operator voice. The storage and retrieval system employs a voice analyzer/synthesizer coupled between a response message memory and an audio inteface to the operator's audio equipment (headset). After the storage of a series of response messages, prepared by the operator, the system is ready for use in answering incoming calls. In this playback mode, as incoming calls are monitored, the appropriate operator's voice enunciated response message is accessed from memory and, via the voice synthesizer and an audio interface, that message is played back to the caller.