Abstract: The invention relates to a call center system having automatic means for optimizing those rules that are enforced over interactions with customers, said system comprises: (a) an infrastructure which comprises a CRM module for at least handling the interactions with customers, and hardware means for at least maintaining the communication with said customers; (b) management rules, each rule comprising one or more rule parameters, said rules parameters enforcing interaction behavior during all interactions with customers; and (c) an adaptive, self learning module, for: (c.1) monitoring all interactions with customers; (c.2) upon completion of each interaction, recording a corresponding set of full interaction details, said set of full interaction details includes those rule parameters that were enforced during said interaction, and those additional interaction parameters that are specific to that interaction; and (c.

Abstract: A layer two forwarding protocol (L2F) provides virtual direct dial-up service into private networks through public internet service providers. An authorized remote client appears as a direct dial-up client to the home gateway, even through the client is accessing the home gateway remotely through the ISP. The new forwarding protocol allows the remote client to conduct point-to-point link protocols, such as point-to-point protocol (PPP) and serial line interface protocol (SLIP) directly with the local network home gateway. The network access server changes from a routing mode where a communication protocol is conducted with the client to a switching mode where the POP simply sends data from one port to a tunnel. The tunnel then transmits the data to another port, regardless of the header information on transmitted data packets. The remote client can then be managed through databases controlled by the local network and gain access to resources not typically accessible through the internet.

Abstract: In one embodiment, a method for enhanced extension mobility includes accessing user input indicating either a desire of a user to logon at an endpoint in a private mode according to which the endpoint supports only an extension of the user or a desire of the user to logon at the endpoint in a shared mode according to which the endpoint concurrently supports an extension of the user and one or more other extensions of one or more other users. The method includes configuring the endpoint to support only an extension of the user if the user input indicates a desire of the user to logon at the endpoint in a private mode according to which the endpoint supports only an extension of the user.

Abstract: A method, system, and computer program product for autonomously controlling caller access to a teleconference based on specified preferences of a moderator. Using preferences established by the moderator of a teleconference, a conference control system may grant or restrict access of participants of the teleconference. The conference control system may authorize callers of a teleconference based on the current agenda item being discussed or the amount of time a caller has been on the ongoing teleconference. When a specific caller is not authorized to be on a conversation, the conference control system may mute the conversation for a specific caller, or disconnect the caller. The conference control system may autonomously re-connect the caller when an authorized agenda item for the caller is being discussed.

Abstract: A system and method for improved directory assistance searches involving feedback from previous calls made to telephone numbers in a vendor database, in order to improve the quality of customer service and satisfaction by the vendors associated with the telephone numbers, and to find the vendors associated with the telephone numbers that have provided quality customer service in the past. The system and method automatically rates a telephone number according to a plurality of parameters. The rating produces a relevancy score relating to the quality of customer service and satisfaction (QOCS) associated with calling the vendor telephone number. Vendors associated with telephone numbers that score high on the QOCS scale are given priority to incoming calls from consumers seeking directory assistance in the vendors' field.

Abstract: According to one aspect, the subject matter described herein comprises methods, systems, and computer program products for accessing number portability (NP) and E.164 number (ENUM) data in a combined NP/ENUM database. One method includes receiving a query including a telephone number (TN). A common NP/ENUM data locator structure is accessed to locate a pointer corresponding to the TN. In response to the query being a NP query, the pointer is used to locate NP data, and the NP data is returned. In response to the query being an ENUM query, the pointer is used to locate at least one URI and returning at least one uniform resource locators (URIs).

Abstract: A private communications network and method of managing calls in a private communications network. Connected communications devices register with the network and are assigned aliases, with aliases for groups of registered devices sharing one or more common digits. Dialing strings for in-network calls are monitored for inclusion of a wildcard (e.g., *) which are treated as a “don't care.” The wildcard invokes group features, such as placing a conference call, invoking a hunting feature and invoking a pickup feature. The call is distributed/connected to the group corresponding to the remaining digits.

Abstract: A system allows automated registration for reminders to be sent to a mobile device, such as a mobile telephone. A telephone number to use to register for an automated reminder is displayed in conjunction with an advertisement for an upcoming event. A user who views the advertisement and wishes to be reminded of the program may dial the number to register for a reminder. The telephone call is received by a reminder system, which identifies the caller and determines the relevant event. The system schedules a reminder corresponding to the event, and it sends the reminder to the caller at the scheduled time. The reminder may be sent to the caller's SMS address.

Abstract: The invention comprises a method and apparatus for enabling missed call information to be accessed from a remote device via a packet network. Specifically, the method comprises receiving missed call information associated with a called party, storing the missed call information and transmitting the missed call information towards a remote device associated with the called party via a packet network.

Abstract: A method and system is provided for common account based distribution of contact records. A comparison engine analyzes call record accounts to identify and tag related call records, such as call record accounts related to the same individual. A common account tag detector detects related accounts and communicates with a common account controller of a distribution module that distributes contact attempts in pools and queues. The common account controller locates related accounts, such as by searching for accounts having the same tag, to prevent additional contact attempts to the individual associated with the related accounts. The related accounts are forwarded to the operator who made the successful contact to coordinate resolution of the related accounts along with the account that originated the contact attempt.

Abstract: In accordance with an improved call routing methodology, a call is routed within a communication network by reference to one or more databases. In response to receiving a local number portability request at a service control point (SCP), the SCP accesses one or more databases to determine whether or not to apply custom call routing to a call directed to a called telecommunications number. In response to determining to apply custom call routing to the call, the SCP performs at least a second access to the one or more databases to obtain a local routing number (LRN) associated within the one or more databases with a calling telecommunications number associated with the call. The SCP thereafter provides the LRN to a service switch point in the communication network so that the call is routed to a called station associated with the called telecommunications number.

Abstract: A system for adding a participant to an ongoing conference call is provided. The system includes a handset operable to send a message containing a prospective participant to be added to the conference call. The system also includes an application server operable to receive the message and invite the prospective participant. The application server is further operable in response to receiving an acknowledgement from the prospective participant to participate in the conference call to add the prospective participants in the conference call.

Abstract: There is described a method, a terminal device, and a communication system for programming a button of a communication terminal device whereby a user input on the communication terminal device activates an application on a data processing device associated with the communication terminal device. The activated application triggers the display of button programming information for selection for a respective button programming. The selection of one of the displayed button programming information messages on the data processing device triggers the assignment of the associated button programming to the button on the communication terminal device.

Abstract: An enhancement for an electronic calendar provides a single call-in number and, preferably a pass code established for a user/participant in any and all conference call(s) in which use of the invention is authorized by an owner/caller initiating a conference call. The call-in number accesses the computer corresponding to the user/participant and is redirected to the conference call using information which is stored in memory separate from the electronic calendar and thus not accessible therefrom.

Abstract: A new system and method particularly useful in handling the audio of a “large” conference is disclosed. The system and method initially defines certain conferees as panel members, which can provide audio to and receive audio from the conference, and audience members, which only passively receive audio from the conference. In one aspect, an audience member can request to participate in the conference. By making an appropriate request, the audience member can, if system resources are adequate, participate fully as a panel member and may supply audio to the conference for at least some portion of time. Alternatively, the audience member can supply information other than audio data to the conference, such as voting data or other data allowing the audience member to participate in the conference as more than a merely passive listening participant.

Abstract: The present invention, in one embodiment, is directed to a method for servicing customer contacts in a contact center in which customer facial features are employed in selecting and/or configuring contact center resources to service the customer.

Abstract: A voice over Internet protocol (VoIP) system and more particularly, an improved VoIP system serving a distributed group of teleagents. Network parameters that affect voice quality over broadband connections are rapidly detected by generating both detected and subjective alerts when problems with the quality of a IP telephone connection are detected and correcting the detected problems. Network parameters are monitored during an actual VoIP telephone call or by using synthetic traffic. If the voice quality degrades for a particular teleagent, the teleagent is removed from the pool of available agents until voice quality improves. Alternatively, the voice quality of each teleagent may be ranked according to the service provided.

Abstract: A request is received from a user of a communication device to block a use of a ring tone remotely selected by another user for an incoming call to the communication device. The ring tone remotely selected by the other user is blocked from being played to the user of the communication device on the incoming call to the communication device.

Abstract: Methods and systems are presented for detecting business transactions from sequences of call center agent activities. In one embodiment, the method comprises the steps of: receiving a plurality of agent activity events; matching a sequence of events within the received events with one of a plurality of transaction definitions; creating a transaction from the matching sequence; and displaying the transaction.

Abstract: Providing non-voice capabilities relating to a phone call at a computing device includes receiving a request to begin a telephone call from a first telephone to a second telephone, wherein the requesting is performed using messaging between computing devices connected via a computer network, and wherein the messaging is part of a signaling phase dialog. The signaling phase dialog may be used in providing information associated with the identity of parties of the telephone call. Commencing a call phase dialog between the computing devices may be performed after the telephone call is established over the public switched telephone network. The call phase dialog may allow messages relating to the telephone call to be passed between the computing devices, at least while the telephone call is in progress. The dialogs and messaging may be performed using session initiation protocol (SIP) or another computer communication protocol.