Abstract: An apparatus for routing a transaction message, such as for example a telephone call, e-mail, web chat request, video conferencing session, or non-call event, includes a queue engine and a transaction message router. The queue engine provides an integrated mechanism for queuing transaction messages of varying transaction types within a number of queues according to transaction type. Each queue within the queue engine may be dedicated to queuing transaction messages of a specific transaction type. The transaction message router functions to identify a queue within the queue engine within which a transaction message is to be stored. The identification of a queue by the router may be performed with reference to the transaction type of a transaction message, and with reference to context or addressing information associated with a transaction message.

Abstract: The invention provides a method and an apparatus for placing a caller into telecommunication with a subscriber. A call from the caller, directed to the subscriber, is detected and, in response thereto, a page is initiated to the subscriber and at the same time a forward leg call is initiated to a stored telephone address. If the call on the forward leg is answered, the party answering that call is placed in telecommunication with the caller. A call from the subscriber is also detected the subscriber is placed in telecommunication with the caller together with any party on a forward leg call.

Abstract: A locator system has a plurality of locator transmitters, each transmitter transmitting a unique locator signal. Paging devices are carried by each user of the locator system and each paging device includes: (i) a receiver responsive to signals broadcast from the locator transmitters, (ii) a unique identification code stored therein, and (iii) a signal transmitter and controller for controlling the signal transmitter, the controller causing the transmitter to transmit location and identification signals based upon the locator signal received by the receiver and the unique identification code. A receiver is responsive to the signals transmitted by the signal transmitters in the paging devices and a control system handles communications from other parties to the users. The control system is coupled with the receiver and responsive to received location and identification signals to determine where to direct communications from other parties intended for a user.

Abstract: The invention provides a method and an apparatus for placing a caller into telecommunication with a subscriber. A call from the caller, directed to the subscriber, is detected and, in response thereto, a page is initiated to the subscriber and at the same time a forward leg call is initiated to a stored telephone address. If the call on the forward leg is answered, the party answering that call is placed in telecommunication with the caller. A call from the subscriber is also detected the subscriber is placed in telecommunication with the caller together with any party on a forward leg call.

Abstract: A telephone control system is disclosed which substantially enhances the accessibility of system subscribers by providing a variety of call-handling modes, and additionally provides various programming means by which those subscribers can tailor the system to suit their individual communications needs. In operation, subscribers are each assigned an individual unique telephone number (ACCESS NUMBER) which can be dialed from any location via the Public Switched Telephone Network (PSTN). Subscribers then distribute this telephone number to persons who may wish to call them. Calls for a subscriber are routed to the control system via the PSTN. The control system determines which subscriber a call is intended for, and by referring to a database determines the method of call handling which has been preselected by that subscriber. Should the selected call handling method require that the call be delivered to another telephone number, then the control system will cause the call to be switched to that telephone.

Abstract: A remotely accessible telephone control system for connection to a telephone circuit from a telephone exchange. The system includes a detector for detecting signals on the telephone circuit, a signal generator responsive to control signals to produce predetermined signals and apply those signals to the telephone circuit; a memory; and a central processing unit programmed for monitoring signals on the telephone circuit as detected by the detector, accessing the memory and producing and applying predetermined control signals to the signal generator. The central processing unit also identifyies a call to the system from a remote user, identifyies an indication from the remote user for a desired call transfer, receives and stores a transfer number from the remote user, produces control signals to cause the signal generator to apply appropriate signals to the telephone circuit to complete a call to the transfer number, and further activating the telephone exchange to connect the remote user to the transfer number.

Abstract: A method and computer software product for updating a redundant transaction service system, wherein the redundant transaction service system includes a first transaction service device and a second transaction service device. The method comprises removing the first transaction service device from on-line service and installing new software on the first transaction service device. Next, a current database associated with the second transaction service device is transferred to the first transaction service device. The transferred current database is converted into a format associated with the new software. After the transfer and conversion of the current database, the first transaction service device is returned into on-line service.

Abstract: The invention provides an apparatus and method for processing incoming telephone calls directed to a user. A valid identification signal from the user is detected and then the user is transferred to a system command mode. In the command mode, a request from the user for information regarding a present mode by which incoming calls are processed is identified, the current mode by which incoming calls are processed is recalled from memory, and the results are transmitted to the user.

Abstract: A paging system wherein each user carries a paging device adapted to receive radio frequency signals broadcast from a central paging system with a unique identification code assigned to each paging device. Each paging device includes a radio frequency transmitter and controller for controlling the radio frequency transmitter, the controller being operable in two distinct user selectable modes, the first such mode being responsive to receiving a signal broadcast by the central paging system and responding by transmitting predetermined data back to said central paging system.

Abstract: A message-based communication system includes a communication link having an associated message version. A first device is coupled to the communication link. The first device is configured to communicate messages across the communication link using the message version associated with the communication link. A second device is also coupled to the communication link. The second device is configured to communicate messages across the communication link using any of several different message versions. A message version controller is also coupled to the communication link. The second device includes a link status database that is used to store information regarding communication links coupled to the second device.

Abstract: A communication system for coupling incoming calls from a calling party to a called party. The system includes at least one paging device and a plurality of other communications devices associated with prospective called parties, each of the other communications devices possessing communications capabilities different from the paging device. A programmed computer is responsive to signalling information in an incoming call for determining which paging device is associated with the called party and for determining which of the other communications devices is associated with the called party. An alerting signal is coupled to that paging device to alert the called party of the incoming call and a signal transmitted by the called party is detected in order to control further processing of the incoming call.

Abstract: A system for processing outbound calls includes a system controller that controls the placement of an outbound call to a called number. The called number placed by the system controller has an associated country. The system includes a storage mechanism that stores multiple sets of call classification parameters. Each set of call classification parameters is associated with a particular country. A call classifier is coupled to the system controller and the storage mechanism. The call classifier can classify the result of the outbound call based on call classification parameters associated with the target country. The call classification parameters can include call progress tones associated with the country to which the outbound call was placed. The call classifier can also classify the answer status of the outbound call.

Abstract: Method and apparatus for managing a telecommunications call in a telecommunications network from a caller to an end user. According to the method, telephone calls for subscribers of an automated attendant service are automatically answered by: (a) obtaining a number from a caller using an audio menu to prompt input of the number; (b) signaling a first physical switch connecting the caller to the automated attendant service to place the caller on hold; (c) calling a telephone corresponding to the number input by the caller while the caller is on hold, the calling step including the substeps of: (c1) accessing a number specification matrix to identify a telephone corresponding to the number, (c2) accessing a subscriber data base to determine a transfer method for transfers to the number of a subscriber; and (c3) calling a telephone number corresponding to the number using the transfer method determined in step (c2).

Abstract: A locator system has a plurality of locator transmitters, each transmitter transmitting a unique locator signal. Paging devices are carried by each user of the locator system and each paging device includes: (i) a receiver responsive to signals broadcast from the locator transmitters, (ii) a unique identification code stored therein, and (iii) a signal transmitter and controller for controlling the signal transmitter, the controller causing the transmitter to transmit location and identification signals based upon the locator signal received by the receiver and the unique identification code. A receiver is responsive to the signals transmitted by the signal transmitters in the paging devices and a control system handles communications from other parties to the users. The control system is coupled with the receiver and responsive to received location and identification signals to determine where to direct communications from other parties intended for a user.

Abstract: A method of and apparatus for providing telecommunication services to a user. When the user is engaged in a first telephone call via a telephone switch with a first party and a second party attempts to place a second telephone call to the user via the switch, the method and apparatus advise the second caller that the user is engaged in a telephone conversation and allow the second caller to determine whether to interrupt the user or choose another alternative. The user can then decide whether to accept the call from the second caller, putting the first caller on hold, or to refuse the second call. Alternative embodiments are disclosed where the user is advised of the identity of the second caller (or wherein the user has previously authorized certain callers to interrupt a current call with a new call), and then the user can decide whether to accept the call from the second party (placing the first party on hold) or to deny the second party (in which case the second party is transferred to a message center).

Abstract: An apparatus and method for receiving a telephone call from a calling party preferably via a telephone exchange, which telephone call is placed to a called party apparatus. The receiving apparatus, on the basis of predetermined selection criteria, delivers predetermined messages to the calling party; screens the telephone call from the calling party; or re-routes the telephone call from the calling party. The receiving apparatus includes an interaction arrangement for receiving the telephone call, for obtaining identification information relating to the calling party, and for transferring the identification information to a processor.

Abstract: A system is provided for allocating resources in a call center. The system identifies a record associated with a resource in the call center. The record includes an attribute associated with the operation of the resource. The system controls the operation of the resource in response to the attribute contained in the record associated with the resource. The record associated with the resource is modified in response to a resource change request. The resource change request may be generated by a host coupled to the call center or by a device contained within the call center. The modified record provides a different set of permitted activities for the associated resource. A particular record may contain multiple attributes associated with the operation of the resource.

Abstract: A telephone switching and control system connected to a telephone network for providing telephone calling services to an authorized user. The telephone switching and control system monitoring a telephone call placed via the control system to provide a additional feature not otherwise available in said telephone network.

Abstract: A system for reporting to a central station identifying information associated with a product, such as a programmed apparatus. The apparatus has a port for connection to a telephone line. The apparatus may be programmed to render itself temporarily inoperable until certain identifying information has been acquired. After receipt of such identifying information, the system initiates a telephone call to the central station and reports the entered identifying information thereto.

Abstract: Call processing apparatus for queuing calling parties waiting to be connected to a service position, and for calculating queue position data or wait time data and transmitting the queue data to the calling parties. The queued calling parties can also reach alternate destinations by inputting digit information for routing queued calling parties to such destinations.