Abstract: Communications are routed to an agent. An agent model is selected for each of a group of agents, based upon an identified modality of an incoming communication from a requester. An agent is determined corresponding to one of the selected agent models best matched to a requester corresponding to the incoming communication. A communication connection is established between the requester and the best matched agent.

Abstract: A system has a plurality of memory locations and a processor. The plurality of memory locations is partitioned by security level and by smart card application. The plurality of memory locations has at least one limited access partition to store limited access information associated with a smart card. The processor is coupled to the plurality of memory locations to receive a transaction request related to the smart card, to authenticate the smart card, to access the limited access information of the limited access partition in response to a data pointer of the smart card, and to process the transaction request according to the limited access information. The limited access information includes a restriction defined by an owner of the smart card.

Abstract: A subscriber implements and access telecommunications services, using a graphical user interface (GUI) via the Internet, and an interactive voice response (IVR) system via the public switched telecommunications network (PSTN). The subscriber can schedule, create, and edit call alert messages to be sent by a flexible call alert service to multiple recipients at a subscriber described time.

Abstract: A plurality of data objects are created relating to employee attendance, each data object having a potential relation with one of more other data objects. A trend among individual employees or groups of employees using among a plurality of data objects is evaluated. A course of action is recommended so as to affect the trend. A simple or multi-layered course of action can be recommended as to affect attendance trends. A supervisor is advised of the disciplinary action according to a company policy. Adherence to or deviation from the policy is tracked. The results of policy enforcement are evaluated to determine an effectiveness of the policy.

Abstract: A change management system coordinates information of a transaction tool managed by a transaction tool management system. The system includes a receiver that receives, over a communications network, activity information and/or lifecycle event information for the transaction tool. The system also includes a storage that stores the received information. Additionally, the system includes a processor that manages a change in a status of the transaction tool based on the received information.

Abstract: Whether a facsimile transmission tone is within a call is detected before routing the call from a switch of a telephone network to a first telephone line. When the facsimile transmission tone is detected, whether an incoming facsimile transmission transmitted by the call is permitted to be routed to the first telephone line is determined based at least partially on restriction information. Routing of the call from the switch to the first telephone line is denied when the incoming facsimile transmission is not permitted to be routed to the first telephone line.

Abstract: Methods and systems for updating subscriber service parameters in a communications network wherein a central provisioning unit automatically locates subscriber ports having subscriber service parameters that require updating and which automatically issues commands for updating the subscriber service parameters of the ports requiring updating.

Abstract: An advanced intelligent network (AIN) telephony service permits users of a dedicated access line (DAL) service to place toll free calls over the DAL, even when the long distance network cannot query a national toll free database, such as a national service management system (SMS). A switch in the long distance network, which cannot access the toll free network, receives the toll free call and forwards the toll free call to a switch that can access the national toll free database. In one embodiment, the switch that can access the national toll free database resides in a local exchange carrier (LEC) network. Thus, the DAL subscribers do not have to route toll free calls over local trunks.

Abstract: A method and apparatus for qualifying a telephone transmission line for XDSL communication services is disclosed. The system includes a modem, located at the customer premises to be connected. The modem analyzes actual signals to determine the electrical characteristics of the communication channel associated with the customer premises. The modem includes a transmitter, receiver and controller to generate test signals and receive responses. The modem then analyzes the data to generate an output value indicative of the electrical characteristics of the communication channel being tested. This output value is then displayed to a user or transmitted over the communication channel to a network. The system thereby eliminates the necessity of dispatching a technician to test the telephone line, and provides more accurate test results than those achievable at the network-side of the connection alone.

Abstract: A method for automatically providing output for a communication related to dialup Internet services. The method includes the step of determining an in-progress customer communication is related to dialup connectivity. A service region for the customer can be ascertained. A plurality of currently published dialup access numbers for the service region can be automatically fetched. For each fetched number, a status can be identified. At least one software engine automatically process the access number and status information. The at least one software engine can automatically perform at least one programmatic action resulting in output being supplied to at least one party participating in the customer communication, even though the party has not specifically requested the output.

Abstract: A system for monitoring a communication network for actual and potential network problems is provided. The system includes a communication tracking module to track network communications between at least one network-user device and a network service provider device during a predefined time interval. The network communications are based upon a user-supplied indication of a network problem. The system also includes a report generating module to generate a report based upon the network communications tracked, and a threshold determination module to determine whether the number of network communications exceeds a predetermined threshold.

Abstract: A method for an automated voice response system to present access numbers to dial-up Internet users. The automated voice response system can perform the step of establishing a telephony communication with a party responsive to a received telephone call from the party. An indicator a service region within which dial-up Internet access is requested can be received by the automated voice response system. At least one data store can be queried for access numbers associated with the service region. A response to the querying step can be dynamically generated. The generated response can be customized specifically for the telephony communication. When the response includes at least one access number, the included access number or numbers can be presented to the party across the telephone communication.

Abstract: Inter-process communications between a first process and a second process are secured. A first process recognizes that inter-process communications must be initiated with a second process. A first computer that supports the first process submits a request to initiate inter-process communications with a second computer that supports the second process. The second computer replies to a request to initiate inter-process communications by replying to the first computer with a request for information of a digital certificate that authenticates the first process.

Abstract: A method for intelligently routing customer communications to an agent includes receiving a customer's request to initiate communications. A modality of the requested communications is identified and a profile of the customer is obtained. An agent model is generated for each modality supported by each agent. An agent model is selected from a set of agent models for each of a set of agents, based upon the identified modality. The profile of the customer is compared with the selected model for each of the set of agents to determine a best match. A communications connection is established between the customer and the best matched agent.

Abstract: A user interface for viewing network system data is provided and includes at least one company level view that includes a list of one or more service regions within a company, at least one regional level view that includes a list of one or more service markets within each of the one or more service regions, and at least one market level view that includes a list of one or more wire centers within the one or more service markets.

Abstract: A fiber distribution frame arrangement includes a fiber distribution frame. Fiber optic component panels are housed within the fiber distribution frame at respective positions. Doors are connected to the fiber distribution frame for the doors to open and close relative to the fiber distribution frame. Each door corresponds to one of the fiber optic component panels such that the door opens and closes relative to the corresponding fiber optic component panel when the door opens and closes relative to the fiber distribution frame. Actuators corresponding to the doors are positioned on the corresponding doors in order to lock the corresponding door to the fiber distribution frame upon actuation when the corresponding door is closed. A cable extends between each actuator for connecting the actuators together. A controller communicates with the actuators via the cable in order to control actuation of the actuators and monitor actuation status of the actuators.

Abstract: A computer-implemented method is described for optimizing prompts for a speech-enabled application. The speech-enabled application is operable to receive communications from a number of users and communicate one or more prompts to each user to illicit a response from the user that indicates the purpose of the user's communication. The method includes determining a number of prompt alternatives (each including one or more prompts) to evaluate and determining an evaluation period for each prompt alternative. The method also includes automatically presenting each prompt alternative to users during the associated evaluation period and automatically recording the results of user responses to each prompt alternative. Furthermore, the method includes automatically analyzing the recorded results for each prompt alternative based on one or more performance criteria and automatically implementing one of the prompt alternatives based on the analysis of the recorded results.

Abstract: The present invention provides a Do-Not-Disturb device interposed between a telephone line providing an incoming telephone signal and a telephone for which the incoming telephone signal is intended. When the DND device is active the incoming telephone signal is sent to voicemail, an answering machine, a call forwarding number or the telephone. When sent to the telephone the telephone does not ring when the DND device is active. The DND device being active may cause the telephone to appear busy. The DND device when active may set a voicemail or call forwarding service to take calls prior to ring the telephone by setting the ring count to zero at the voicemail or call forwarding service.

Abstract: The invention provides a system and a method display incoming and outgoing call log data associated with telephone calls to and from a plurality of subscriber telephone numbers from one or more telephone networks. The system includes a switch in one network that receives a telephone call from the subscriber's telephone and launches a query in response to an AIN trigger to a service control point. In response, the service control point forwards associated call data to a call log gateway that translates the message into an asynchronous message containing call log data. The call log gateway forwards the asynchronous message to a unified communication platform where it is placed in subscriber mailbox and made available as a call log to a subscriber via a graphic user interface over the internet. A web server retrieves the call log and displays it to the subscriber at a web client.

Abstract: The present invention provides an option to record messages that can be geared to specific audiences, using PIN-restricted access as needed. The present invention provides a method and apparatus way for subscribers to record a number (more than one) of personalized messages or greetings geared towards specific callers or audiences in a plurality of bulletin boards associated with a single telephone number. The personalized greetings comprise public messages, private messages, public comments and private comments. The method and apparatus of the present invention also ensures customer privacy and increases the level of security by providing an option to PIN-protect the content and access to the content for each of the public and private recorded messages and comments.