Abstract: In a method of routing a call in a network with a plurality of nodes connected by trunks, each call is assigned a priority level as a function of which it can pre-empt calls in the network. The cost of different routes for routing the call is calculated and one route is chosen as a function of the cost. The cost of a route is a function of the maximum value on the trunks constituting the route, the priority level of the calls pre-empted on each of the trunks, the number of calls pre-empted on the trunks and the resources available on the trunks. The priority level of existing calls can therefore be taken into account when routing a call. The single figure of the accompanying drawing shows the typical trend of the cost function of a trunk as a function of the available resources.

Abstract: Network resources for a call between a calling party and a called party are allocated. The network resources for the call are reserved based on a reservation request. The network resources are reserved before any one network resource from the reserved network resources is committed. The reserved network resources for the call are committed when a called party indicates acceptance for the call.

Abstract: A monitoring system monitors calling activity within a call center. The monitoring system includes a client program that may be run on a workstation. The client program displays a graphical user interface that contains status information about agents in the call center and statistics regarding calling activity within the call center. The graphical user interface may depict a physical layout of all or a portion of the call center. Information about agents, supervisors, and business clients may be obtained from the graphical user interface.

Abstract: One-Number-Service (ONS) allows a subscriber to keep a single Directory Number when relocating to a different access point among one or more interconnected telecommunication systems. According to one aspect of the invention, a signaling packet for a call setup to a ported number is intercepted at an improved signal transfer point where a query to a database returns a new address of the exchange the number has ported to. The new address is used to update the signaling packet at the improved signal transfer point in order to set up the call to the ported exchange. According to another aspect of the invention, an improved exchange triggers to do a query to obtain the new address of the exchange the number has ported to. The new address is used to update the signaling packet at the exchange in order to set up the call to the ported exchange. Yet other aspects of the invention include combination of query and signaling packet processing at the signal transfer point and the exchange.

Abstract: Methods and apparatus for providing operator services to callers in a fully or partially automated manner are disclosed. In addition, the present invention is directed to methods and apparatus for providing new telephone services, e.g., the forwarding of messages to non-published telephone number customers. It is also directed to methods and apparatus that can be used to detect, report and correct operator input errors. Automated, e.g., unmanned, apparatus of the present invention are capable of interfacing with conventional telephone switches using known operator protocols. This allows automated devices of the present invention to appear to existing telephone switches as manned operator positions capable of servicing telephone calls. In accordance with the present invention, the unmanned apparatus of the present invention is assigned one or more operator position identifiers conventionally used to identify manned operator positions.

Abstract: A procedure for concentrating subscribers in a telephone network comprising a local exchange (LE) provided with a first exchange terminal (1), a remote subscriber stage (RSS) provided with a second exchange terminal (2), a V5 interface (V5) connected to the second exchange terminal, and an interconnecting feeder (3) between the first and second exchange terminals through which subscribers connected via the V5 interface to the second exchange terminal are connected to the local exchange. According to the invention, a number of V5 interfaces (V5) are connected to the second exchange terminals (2) and the second exchange terminal is connected via the interconnecting feeder (3) to the first exchange terminal (1), thus forming a concentrating interface between the first and second exchange terminals.

Abstract: A telecommunications method and system for providing and monitoring multiple classes of service to users seeking dial-up access to a given resource. Incoming calls from two user groups, one group subscribing to a first service level and the other group subscribing to a second service level, are initially assigned to open circuits in a first shared dial hunt group. When all circuits are busy, only calls from users subscribing to the second service level are routed to open circuits in a second dedicated dial hunt group so that second level service subscribers will have fewer calls blocked than first level service subscribers. In an alternative implementation, calls from users subscribing to a first service level are routed only to open circuits in a first dial hunt group and calls from users subscribing to a second service level are routed initially to open circuits in a second dial hunt group.

Abstract: A communications system is designed to receive programmed instructions from an end-user device, invoke within the system the necessary processes needed to execute these instructions, and to marshal and allocate the needed resources to deliver a communications service requested by the sender of the programmed instructions

Abstract: A method of routing interLATA network traffic includes the steps of receiving a number of dialed digits at a first service switching point (18) in a first virtual network (10). Then a query is sent to a service control point (24). When the dialed digits result in the call to a facility (32) in a second virtual network (26) connected to the first virtual network (10) by a tie line (38), the call is routed to a hub service switching point (34) in the second virtual network (26) over the tie line (38).

Abstract: The present invention affords a predefined class of authorized users of the PSTN (public switched telephone network) access to extended telephone services through public communication networks external to the PSTN, the latter networks including the web and Internet. Authorized users in the predefined class can receive the extended services at residences, offices, and locations remote from both residences and offices. Authorized users can activate respective extended services through the external networks, and can do so without having to communicate with telephone company, representatives. Resource management intelligence of the PSTN is adapted to link to the external networks for communicating with and delivering extended telephone services to the authorized users. Extended telephone services include variations of presently standard telephone services such as call waiting, caller ID, call forwarding facsimile image transmittal, voice mail, etc.

Abstract: A method and system for automated silent call monitoring in an automatic call distributor (ACD) environment includes configuring a set of call performance profiles which include voice data patterns which are descriptive of voice data transmissions during an ACD call and which are associated with substandard agent performance. Each voice data pattern has a corresponding threshold which represents the maximum number of detections tolerated in an ACD call prior to execution of a notification routine. A digital signal processor (DSP) monitors a first call between an agent terminal and a customer terminal for the voice data patterns and stores detection data in memory upon detecting of one of the voice data patterns. A central processor unit (CPU) compares the number of detections of the voice patterns within predetermined time intervals to the threshold numbers of detections represented in the thresholds to determine if any threshold has been exceeded.

Abstract: A user defines their own call-coverage path (141) or other call-processing information by drawing a graphical flowchart (200) using an interactive GUI of a PC-based software application (140). Once the flowchart is drawn, it is activated with the push of a button, and that flowchart is now the logic that is applied to a user's coverage path. The call-coverage path (the flowchart) remains resident on the user's PC (103) and the communications switching system (101) retrieves call-coverage information from the PC whenever it must perform call coverage for that user. A plurality of different flowcharts may be drawn and stored on the PC, and then recalled and activated at any time as the present call-coverage path for the user. A call-coverage path may be activated by and/or for the user from anywhere on a LAN (104), WAN, or the Internet, so that the call-coverage path my be controlled remotely.

Abstract: A method provides that an initiating message is sent from a first service switching unit to a service control unit assigned to a supplementary service. In the service control unit there then takes place a comparison of a protocol supported by the first switching unit with a protocol necessary for the requested supplementary service. According to the result of the comparison, a second service switching unit, which can support the protocol necessary for the requested supplementary service, is determined, and a rerouting to the service switching unit is initiated.

Abstract: A method apparatus for finding and assigning both commercially valuable and vanity (CSV) numbers in a telecommunications system that permits number portability. CSV Numbers are identified by a rules based process that combs the unused number database for valuable combination and saves those numbers in a special database. Those numbers that are not so identified stay in the unused database for general assignment. To assign a CSV number, a similar process is used to generate candidate numbers based on a desired keyword, and then the candidate numbers are used to query the special database and even the general unused number database to get available candidates. The available candidates are offered to the requesting user and the user may accept or decline.

Abstract: A system and a method are provided for processing and routing electronic mail messages within a call center which include and involve an electronic mail server system for routing incoming and outgoing electronic mail messages and a mail parsing system coupled to the electronic mail server system. The mail parsing system is operative to receive an incoming electronic mail message from the electronic mail server system, to automatically parse the incoming electronic mail message for the existence of at least one predetermined term related to a particular call center activity, and to route the incoming electronic mail message via the electronic mail server system to a corresponding storage area when the incoming electronic mail message contains at least one predetermined term.

Abstract: The present invention is directed to a system, method, and apparatus for adding the benefit of object-oriented programming to conforming application programs to the specifications of telephony software interfaces and reducing the traffic load from messages generated and sent by line devices to application programs. An object-oriented interface layer is inserted between the application program which accepts objects from the application programs and causes the telephony software interface to perform a standard set of operations. From the standpoint of the telephony software interface, the object-oriented interface layer is the application program utilizing the line devices, thus causing the line devices to generate a single message to the object-oriented interface layer which distributes the message to the appropriate application programs. Accordingly, the traffic load caused by the generation of messages is reduced.

Abstract: A method that specifies a congestion management strategy for a SVC (Switched Virtual Circuit) controller in a connection-oriented network. The rate of setup messages arriving at a given interface handled by the controller and the aggregate number of calls being established are compared against a set of thresholds to determine whether or not to allow new call setup messages from being processed. The congestion strategy regulates the consumption of controller resources such as processor load and memory utilization.

Abstract: A minimum interruption cycle time is established for a reserve agent in a call center. The reserve agent may be an exclusively reserve agent which processes only calls requiring reserve skills. In an illustrative embodiment, after the reserve agent completes the processing of a call, a cycle timer is started for that agent. The delivery of additional calls to the reserve agent is then suspended until the value of the cycle timer is greater than or equal to the established minimum interruption cycle time for that agent. The minimum interruption cycle time is selected so as to allow the reserve agent to complete a designated number of non-call tasks between the calls processed by the reserve agent.

Abstract: In an apparatus and method for graphically outputting the status of a trunk in a switching system, if a trunk status graphics mode is selected, trunk installation information is received and displayed on a main window. If a specific trunk is selected among the displayed trunk installation information, status information and busy information of the selected trunk are received and displayed on a corresponding subwindow. If there are trunk status information and busy information generated on line from the selected trunk, the on-line generated trunk status information and trunk busy information are automatically received, updated and displayed on the corresponding subwindow. If there is a statistical data request signal, trunk status statistical data is received and displayed on a corresponding window.

Abstract: A system and method that provides control of a conference call. A controlling party enters a code and is isolated from the conference. Each conference participant is sequentially connected to the controlling party so that the controlling party may determine the noise level on that leg of the call. If there is no excess noise, then the controlling party may enter a code which causes the switch to select the next party on the conference call. When the controlling party discerns the offending conference participant, the controlling party can signal the switch to drop the offending party. The controlling party may then rejoin all of the conference participants.