Abstract: A computer readable medium stores a computer program for interactive training based on a simulated customer interaction. The computer readable medium includes a dialog code segment that provides a predetermined customer portion of a dialog segment from the simulated customer interaction to a trainee. The dialog segment includes the customer portion and at least one predetermined keyword associated with the customer portion. The computer readable medium further includes a response code segment, which receives a response to the customer portion from the trainee, and a determining code segment, which determines whether the response includes the at least one keyword.

Abstract: The present embodiments provide an efficient and effective method and system for routing calls to predetermined destinations to facilitate communication in a customer's preferred language. The present embodiments allow for an indication of a customer's language preference to be stored in some fashion and also allow for that indication to be accessed when the customer places a call that may require communications in a specific language. The indication of the customer's language preference can be accessed upon receipt of the call and appropriate information can be retrieved that enables the call to be routed to a destination to facilitate communication in a customer's preferred language.

Abstract: A network-based announcement and message delivery service for providing a landline customer with information of interest such as weather, financial market data, time/temperature, sporting event results, etc. The information is provided to the subscriber by way of information displayed on a caller-ID display and/or by way of talking caller-ID.

Abstract: A method and device for distributing both high-speed data service, such as digital computer, video and multimedia data, and lower speed data service, such as POTS voice telephone signals, throughout a customer premises. High-speed digital data and lower speed POTS voice signals are separated by a POTS splitter and distributed throughout the customer premises on separate distribution networks. The lower speed POTS is carried on a wireless distribution network and the high-speed data carried on the existing customer premises wiring ordinarily used for POTS.

Abstract: A computer-based method interactively trains call center personnel using at least one call scenario involving simulated customer interactions. The call scenario includes multiple dialog segments, each of which includes a preprogrammed customer portion and at least one keyword. The dialog segments are sequentially executed by providing the customer portion to a trainee terminal and receiving a trainee response. It is determined whether the trainee response includes the keyword corresponding to each dialog segment. The keyword may be replaced with an updated keyword, and the trainee response to the customer portion is compared to the updated keyword. When each dialog segment has been sequentially executed, a summary of the trainee's performance with respect to the call scenario is displayed on a graphical user interface, including the number of trainee responses that included the at least one keyword corresponding to each dialog segment.

Abstract: A system and method deliver audible caller identification information when standard Caller ID information can not be provided. A calling party is prompted by an announcement to provide the audible caller identification information. The announcement may be tailored by changing the language of the announcement, for example, to conform to the majority of calls received by the called party. A special designator may be stored in association with account information when the service is ordered. The designator is read before the announcement is played to the calling party. The audible caller identification information is recorded and played to the called party in a message. The message may be tailored by changing the language or format of the announcement.

Abstract: The present method and kit provide for effective and efficient patching of fiber optic cables. The kit comprises mechanical fiber optic splicers, a fiber optic patch, a splice housing, and a protective housing. The mechanical fiber optic splicers can be used to splice the fiber optic cable and the fiber optic patch. The mechanical fiber optic splicers, the fiber optic patch, and a portion of the fiber optic cable can be enclosed within the splice housing. The splice housing can then be enclosed within a protective housing.

Abstract: A personal Interactive Voice Response (IVR) system includes a plurality of IVR servers communicating personal IVR service node information in a network and a plurality of personal IVR service node clients coupled to the plurality of IVR servers communicating the personal IVR service node information. The plurality of personal IVR service node clients have a client-server relationship with the plurality of IVR servers. The personal IVR system further includes facilities for managing transmission of the personal IVR service node information using a Voice over Internet Protocol (VoIP) technology.

Abstract: An advanced intelligent network (AIN) for providing the name and telephone number of a calling party to a called party comprising a plurality of central offices and a service control point (SCP). The central offices are equipped with AIN software which enables them to generate triggers which active queries requesting the name of the calling party. The SCP contains subscriber information which enables it to determine the type of query that is associated with each trigger. The SCP also incorporates a database containing telephone numbers and corresponding names. Software incorporated into the SCP enables it to respond to the queries sent to it by searching its database and returning the telephone number and corresponding name of a calling party to a called party's central office and the called party.

Abstract: A method and system for optimizing coding gain that alters the backsearch buffer length and/or the input buffer length of a decoder in response to one or more transmission performance characteristics of the system. The performance characteristics are monitored to determine the performance of the system. The measured transmission performance characteristics are used to control the lengths of the backsearch buffer and the input buffer. The measured transmission performance characteristics along with the backsearch length and/or the input buffer length are analyzed and compared with simulated decoding results. In accordance with the simulated results, the system determines the optimal size of the backsearch buffer and the input buffer needed to achieve a desired performance target. The system adjusts the size of the backsearch buffer length and/or the input buffer length to equal the determined optimal lengths.

Abstract: A system for implementing multiple communication channels on a single twisted pair transmission line is disclosed. The system derives additional communication channels by way of a separate transceiver unit for each derived line. Each transceiver unit communicates in a separate predetermined frequency band. Each transceiver unit, upon connection to the transmission line, automatically utilizes the lowest unoccupied frequency band by monitoring each frequency band for the presence of signal poser. Thus, as many derived lines as will be supported by the customer transmission loop can be readily added.

Abstract: A method of automatically sharing and transferring information between a Work at Work (WAW) ISDN telephone and a Work at Home (WAH) ISDN telephone. This information includes, calling line identifier delivery from the WAW telephone to the WAH telephone, facilitating subsequent transferring of the call to the WAH telephone if desired. Message waiting status is also shared, facilitating the coordination of message waiting lamps at both the WAW and WAH telephone. Information from one telephone to the other is carried transparently through the ISDN network as user-to-user information, calling party subaddress, D channel X.25 packet message, lower layer compatibility or a combination of these elements. The telephones automatically establish ISDN calls between themselves and swap information pertaining to the status of the companion telephones.

Abstract: A telecommunication product demonstration system is comprised of three major components, including customer facility equipment, sales agent facility equipment, and telecommunication service simulation equipment. The system allows a sales agent to demonstrate various long distance services and telecommunications services to potential customers.

Abstract: A telecommunications system (600) distributes text-to-speech synthesis (900) between a telephone network (603) and a telephone subscriber unit (602). The telephone network (603) receives (1102) a telephone call from a first telephone subscriber unit (601) over a first communication channel (604) intended for a second telephone subscriber unit (602), determines (1103) that the second telephone subscriber unit (602) subscribes to a speech-based caller identification service provided by the telephone network (603), converts (1107) text information (707), representing the caller identification of the first telephone subscriber unit (601) into symbols (708), encodes (1108) the symbols (708) to form a data stream (709), opens (1109) a second communication channel (605) between the telephone network (603) and the second telephone subscriber unit (602), and sends (1110) the data stream (709) to the second telephone subscriber unit (602) over the second communication channel (605).

Abstract: A system (10) and method (40) are provided permitting cookie files to be used with telephonic customer premises equipment (CPE) (12). The caller CPE (12) can be an intelligent telephone adapted to generate, store, transmit and receive cookie files. The cookie files can include information tokens describing a caller profile. The CPE (12) can provide a template cookie file upon request from a called party during a conversation between the caller and called party. The template file can then be transmitted to the called party and modified. The modified cookie file can then be returned to the caller CPE (12) for future use during subsequent calls to the called party. The cookie file can reduce the processing time of calls placed to automated dial-up service centers and also reduces its computer resources required by the service system.

Abstract: A method and system are provided for creating a billing record with a called party's name. Providing the called party's name on the billing record facilitates the calling party's review of the billing record by reducing the amount of time and effort needed to determine the identity of the called parties. In addition to identifying fraudulent and misbilled calls, the called party's name allows a person reviewing the billing record to quickly identify long distance calls, quickly discern business from personal calls, and audit calls made from phone lines with multiple users (e.g., employees or kids). Additionally, the billing record reviewer saves time and money by avoiding the need to call directory assistance or a billing service to identify the calls.

Abstract: A system and method for interfacing unified message processing systems with legacy voice mail, e-mail and facsimile systems, located behind corporate firewalls. The system includes a unified message server a proxy interface and a message protocol convertor. The proxy interface is configured to access the legacy system in response to a request from a unified message server. Messages stored on the legacy system are converted by a protocol convertor to a predetermined format compatible with the unified message server. The converted messages are then transferred to a unified message server which is capable of providing messages from different messaging system, such as voice mail, e-mail and facsimile to users in a predetermined format. The invention permits enterprise wide communication systems to provide unified messaging without abandoning pre-existing legacy messaging system.

Abstract: A method and system are provided for selecting a destination number upon receiving a dialed number from a calling party. The preferred embodiments include a telecommunications system that, after receiving a dialed number from a calling party, selects a particular destination number and routes the call to that number. In one preferred embodiment, information about the calling party's end office, such as an originating point code, is used to select a destination number. In another preferred embodiment, destination numbers are stored in a plurality of database locations in the system, and the zip code of the calling party is used to select the appropriate database to query for the destination number. Since the database location selection is independent of the dialed number, the system—not the number dialed by the calling party—determines the appropriate database location to query. These preferred embodiments can be used in a variety of situations and find particular use in a non-emergency service environment.

Abstract: A method of evaluating a design for a call center system. A particular system is put into use and data collected to quantify various quality of service factors. Each quality of service factor is multiplied times an expense multiplier and added to an agent cost factor. The result is a metric that describes the system in monetary terms.

Abstract: A method and system for automating the analysis of performance data includes an analysis system automatically analyzing a plurality of performance data sets, a task engine, and a score engine. The task engine allows for the matching of each performance data set with an assigned task for each performance data set and the retrieval of a correct key sequence for each performance data set. The score engine compares the correct key sequence with a recorded key sequence of the performance data set to determine if the assigned task is successfully accomplished. The score engine further calculates one or more response times for each performance data set. The automated analysis of performance data allows for a cost savings, more efficient use of time, and more reliable and consistent performance data analysis results.