Abstract: An exchange is provided. Particularly, an office data management system where exchanges in a switching network can be operated and managed in common, a system for assigning personal numbers to subscribers, and a same subscriber's number migrating system where the same subscriber's number can be used even after a subscriber is sifted from an exchange to another are provided. Each node exchange includes a numbering plan inherent to a node, individual office data storing extension information, a numbering plan common to the entire network, and a common office data storing extension information. A certain exchange acting as a master in a station allots a copy of the common office data to each node via a data-link control circuit (FCCH) that transmits and receives call control signals and maintenance signals.

Abstract: The tailored assignment and delivery of training or other information to an agent in a call center or other constituent contact environment. Agent interactions are recorded by a quality monitoring component of the call center to produce an agent performance record. The agent performance record is scored against predetermined performance criteria to produce an agent score. Training materials are assigned to agents based on the agent score in skill areas corresponding to the subject matter of the particular training materials. The agent score is coded and the training materials are categorized according to the associated subject matter. If an agent score is below a predetermined threshold, then a database record is populated with the agent score and a training material identifier. The database may then be polled to determine whether the agent needs the training materials to address the associated subject matter. The assigned training materials can then be delivered to the agent over the communications network.

Abstract: The invention relates to a procedure for the processing of an unexpected disconnect request in an access node (AN) which is connected to a local exchange (LE) over a V5 interface. In the access node (AN), call setdown is effected by means of a disconnect message, which is sent from the local exchange (LE) and on the basis of which the call resources in the local exchange (LE) are released. According to the invention, the resources reserved in the access node (AN) for the call are preserved. Moreover, the local exchange (LE) is informed that the subscriber is busy, thus preventing the occurrence of an undefined condition between the local exchange (LE) and the access node (AN).

Abstract: A method and apparatus for selectively establishing a connection via a telephone network, or via the Internet. A network access switch decides whether to use the telephone network or the Internet. If connections are established using the Internet, the establishment of connection is controlled using existing CCS7 interoffice signaling messages. Advantageously, this permits most of the switching control software to be retained and allows the access switches to interface with the present array of operations support systems.

Abstract: A method of providing call center remote agents the ability to conduct transactions for a plurality of call center clients while providing integrated voice, data, supervisory monitoring and payroll services to both remote agent and call center client. Customer initiated inbound calls are routed through a voice switch which is dynamically controlled by a network coordinator. The network coordinator monitors a plurality of authorized remote agents signed on through computer terminals trained to process customer calls for one or more call center clients. Rather than hold a customer in a traditional call center queue until another local agent becomes available, the network coordinator selects an available and authorized remote agent to accept the call and directs the voice switch to connect the customer to the remote agent.

Abstract: In a widely distributed digital communication network call delays and eventual outcome are anticipated (i.e., expected call outcome) at the initiation of a call at an originating terminal and the call is completed by signal switching to its destination terminal and by decreasing the number of related message transfers between network controllers and hubs required to complete the balance of administrative refinements of the call connection. The routing steps for setting up the call trajectory to the destination hub are completed immediately before the administrative steps, such as authentication, access control, bandwidth availability etc., are performed. Administrative refinements subsequent to the preliminary call set up are performed in a distributive manner. Administrative and capacity items are determined and completed post route determination and computed or accessed in parallel making this information available for a final call set up. If this information is adverse the call is immediately terminated.

Abstract: A communication system consisting of at least two private branch exchanges with switching nodes is indicated, whereby in one of the private branch exchanges a team function controlling is provided for the realization of a team function between team terminal apparatuses. Team terminal apparatuses belonging to this team are connected to the second private branch exchange as remote subscribers, and are connected into the team function via a hotline connection between the first communication apparatus and the second communication apparatus. The team function controlling effects, for incoming calls, an automatic call forwarding to team substitute subscriber terminal apparatuses, if it recognizes that the hotline connection to the second private branch exchange is disturbed.

Abstract: A method and a system for routing data calls in which an incoming data call having a destination number is received. The data call is routed to a first destination over a circuit-switched telecommunications network based on the destination number for the data call. Transaction information is then sent to the first destination. Alternatively, the incoming data call is received at an input port. The incoming data call is associated with an automatic number identification and the input port is associated with an input port identification. The automatic number identification is stored in a database in association with the input port identification. A transfer message for the data call is received from the first destination. The transfer message contains information relating to an address for a second destination. The information relating to the address for the second destination is stored in the database in association with the automatic number identification and input port identification for the data call.

Abstract: A transaction for communicating service information includes one or more items each having a same format for querying, provisioning and administering a service over a telecommunications network. The item includes a first, a second, a third and a fourth information block. The first information block identifies a destination system for the item. The second information block identifies an operation to be performed in the destination system. The third information block identifies a service on which the operation is to be performed. The fourth information block identifies data for performing the operation.

Abstract: A method and apparatus for providing easy access to a service provider that provides service over a communications system. In accordance with the present invention, a caller that wishes to gains access to the service provider simply needs to make a single call to a so-called queuing system, and hang up. The queuing system obtains information regarding the caller such as the caller's name, address and phone number, makes a connection with the service provider, calls-back the caller when the connection is made, and connects the caller to the service provider through the connection. The caller is thereby connected to the service provider without having to spend a substantial amount of his/her free time making calls. This is particularly advantageous when the service provider is popular or oversubscribed (e.g. a service that provides Super Bowl tickets).

Abstract: A method for analyzing international long distance dialing errors and automatically completing a call it the error can be determined comprises the steps of receiving a dialed country code, city code and directory number. A potential error is determined by comparing one or pairs of the dialed country code and city code or the city code and dialed directory number or the combination of all three elements with predetermined valid dialing sequences for the dialed digits. For example, an error can be located between the country code and city code when a foreign telephone network has added a digit, for example, to expand the number of directory numbers available within a geographic area. A list of obsolete country codes, city codes or combinations thereof is stored in memory along with updated country codes and city codes. In one embodiment, a corrected dialed number is automatically redialed without further action by the caller.

Abstract: A telephone system for providing advanced telephony includes a first phone system adapter and a phone system controller. The first phone system adapter is coupled between a first telephone handset and a telephone line. Furthermore, the first phone system adapter is operable to (i) selectively couple the first telephone handset to the telephone line, (ii) receive an oral command from the first telephone handset when the first telephone handset is decoupled from the telephone line, and (iii) transmit the oral command to the phone system controller via the telephone line while the first telephone handset is decoupled from the telephone line. The phone system controller is coupled to the telephone line. Moreover, the phone system controller includes a personal computer system having an interactive phone system board and a computer readable medium.

Abstract: A system and method for providing data communication between an information system, such as a LAN, and a communication system, such as a PBX operating under control of an automatic call routing system, is disclosed. According to a preferred embodiment, data as to a particular LAN user's schedule, as reflected in an electronic calendar application, is used to properly route calls via the automatic call routing system. Alternative embodiments providing for the scheduling of events in the electronic calendar as well as the dissemination of information through the communication system are also disclosed.

Abstract: A process for reassignment of agents based on their performance in the last performance interval; if the performance of an agent is superior, then he/she is moved to a higher campaign. “Higher” refers to a campaign for which the call center receives a greater remuneration whether or not the call center in turn increases the rate of pay of the agent. Similarly, if the performance is inferior, then the agent is moved to a lower campaign, i.e., one for which the call center receives less remuneration. If the performance just meets the objective, then the agent's assignment stays the same. There can be many levels of superior or inferior performance but the basic principle remains the same.

Abstract: Measurements are performed for detecting a mass calling to a subscriber (T) in a telecommunications network (KN), for controlling the establishment of connections to the subscriber (T) who is the destination of the mass calling. If a connection is blocked as a busy connection due to a detected mass calling, information announcing the establishment of the busy connection to the involved exchanges (B3, B, M, M2 and BM22) is added to a back-signalling message to release the connection which is busy because of the mass calling.

Abstract: For use with a network having a limited address format, a system for, and method of, allowing the network to transmit a message to a non-compliant reply-to address without the network and a telecommunications infrastructure employing the same. In one embodiment, the system includes: (1) a compliant address generator that generates a spurious surrogate address employable within the network in lieu of the non-compliant reply-to address, the spurious surrogate address complying with the address format of the network and (2) a database manager, coupled to the compliant address generator, that stores a record containing the non-compliant reply-to address and the spurious surrogate address in an associated database to allow the non-compliant reply-to address to be substituted for the spurious surrogate address to permit the message to be transmitted to without the network.

Abstract: An apparatus, method and system provide for conditional answering in multiple leg telecommunication sessions, such as in a flexible alerting service. The preferred system includes a home location register (HLR) coupled to a mobile switching center (MSC). The HLR has, stored in a memory, a plurality of secondary directory numbers associated with a primary directory number, such as an ANSI compatible pilot directory number. The MSC has an interface for receiving an incoming call leg designating the primary directory number and for processing and routing each outgoing call leg associated with each secondary directory number. Following reception of a directive from the HLR, the MSC obtains information from a calling party to create called party information. When an outgoing call leg has been conditionally answered, the MSC provides the called party information on the conditionally answered outgoing call leg.

Abstract: The invention relates to a process for the operation of a network with terminals (EG1, . . . , EGm) that can be connected to each other via transmission nodes (K1, . . . , Km) of the network, whereby, with the existence of a connection between two terminals, other terminals, accordingly authorized, can link into this connection. If one terminal (EG1) of the terminals (EG1 to EG6), sharing the connection, wants to maintain a connection with only one terminal (EG2) and wants to separate the other terminals (EG3 to EG5) from the connection, this terminal (EG1) sends out a corresponding request to all transmission nodes (K1, . . . , K5) that are part of the interlinking network, which is made up of the terminals (EG1 to EG6). After receipt of the request, each transmission node of the interlinking network sends back a corresponding confirmation to the transmission node from which it received the request.

Abstract: An improved system for detecting and preventing telecommunications fraud prior to call connection, in which attempted calls are screened for fraud at the point of calling card validation in the SCP. The SCP accesses a database holding a variety of fraud decision nodes that may be interrelated and grouped together to cooperatively define fraud screening trees against which attempted calls may be tested. A fraud screening tree ultimately produces a fraud prediction based on a variety of information concerning the attempted call. The present invention therefore facilitates fraud screening with greater granularity and customization.

Abstract: Conference call set-up is conventionally controlled with special keys # and * of a telephone set. Today these functions are performed by means of intelligent network technology. A problem with standard CS-1 and CS-2 intelligent network architectures is that they do not allow merging of call segments initiated by a Service Control Point (SCP). According to the invention: in response to the messages from the service control function (SCF), the service switching point (SSP) creates a separate call segment for each B subscriber; in response to the creation of a call segment (CS1-CS3), the service switching point (SSP) sends a message about this to the service control function (SCF); in response to a message confirming the creation of at least two call segments (CS1-CS3), the service control function (SCF) orders the service switching point (SSP) to merge the call segments created.