Abstract: A method and apparatus for determining and monitoring the status of telephone calls in a Next Generation Telephony Network (NGTN) is disclosed. The method detects protocols occurring between two or more network elements of a telecommunication circuit and control protocol used to initiate or to react to the events generated by the network elements. One sensor is connected to the telecommunication circuits to sense raw call progress signaling information indicative of an event relative to the call on the monitored line. Another sensor is connected to call control channel of a NGTN network element. The sensors are connected to a call processing system. The call processing system includes a call progress event analyzer module consisting of a call progress event processor and a call progress state machine, a NGTN event processor and a NGTN state machine. The call processing system also includes a protocol independent call processor module and a multi protocol analysis module.

Abstract: An Internet Protocol (IP) call distribution system, for selecting agents to handle incoming requests from users, that uses publish/subscribe technology so that agent state does not need to be maintained. An automatic call distribution method for selecting agents to handle incoming requests from users, that uses publish/subscribe technology so that agent state does not need to be maintained.

Abstract: A computer program that automatically creates call routing data files for setting up call routing in a new telecommunications switch (10) or for adding a new MSA to an existing switch. The computer program broadly comprises a code segment for receiving NPAs and NXXs for an area such as an MSA; a code segment for receiving information differentiating local calls from long distance calls for at least some of the NPAs and the NXXs in the area; and a code segment for analyzing the NPAs, the NXXs, and the information differentiating local calls from long distance calls and for automatically creating at least some of the call routing for calls originating in the area.

Abstract: Supplied with only a telephone number, a device is capable of locating and then forwarding the name and/or address associated with the telephone number. The name or address is forwarded to a near-end device, such as a telephone, using an existing caller identity delivery (“CID”) data link.

Abstract: An approach for processing voice calls over a packet switched network as to efficiently utilize the functionalities of a Voice Response Unit (VRU). According to one embodiment, a call originator, acting as a User Agent Client in accordance with the Session Initiation Protocol (SIP), issues messages to establish a first call-leg with the VRU. The VRU performs digit collection to obtain information to authenticate the call originator and to authorize the voice call. Based upon the issued messages from the call originator, the VRU establishes a second call-leg with the call terminator. The VRU is released from the voice call after binding the call-legs to connect the call originator to the call terminator.

Abstract: A method and apparatus in a switching element for maintaining data used in operation of a communications system. Examples of such operations include serving sessions and routing calls. A local data structure is maintained within the switching element wherein the local data structure contains data used by the switching element in its operation in the communications system. Responsive to a requirement for needed data that is unavailable or out-of-date from the local data structure, a request is generated for the needed data from a server through a communications link from the switching element to the server.

Abstract: A first call processing system advantageously uses a constant bit rate connection and a variable bit rate connection to utilize the bandwidth for a data call. The first call processing system receives signaling for the data call. The first call processing system then processes the signaling to generate a first instruction to set up a constant bit rate connection for the data call between the first call processing system and a second call processing system. The first call processing system processes the signaling to generate a second instruction to set up a variable bit rate connection between the first call processing system and the second call processing system. Any bandwidth that the data call does not need and use can be utilized for other calls. Thus, the performance of other calls is improved.

Abstract: A desktop telephony application program enables a call center agent to handle calls. The application program may be interfaced with an answering service. The answering service acts as an application program interface (API) to a computer/telephony interface server and a call distributor. The application program produces a user interface that enables the agent to indicate when the agent is going on break and the type of break that the agent is taking. Additional functional elements are provided in the user interface to enable the agent to update status information regarding the current state of the agent. The application program may also provide phone books that hold phone numbers grouped by different logical grouping criteria.

Abstract: Presented is a method and system for visually depicting performance levels in a time-varying environment such as a workplace experiencing time-varied workloads. A call center is one example of such a workplace. One embodiment includes a graphical depiction with a reference time period, such as a work day, on a the horizontal axis. A vertical axis displays, for example, the length of time an incoming call must wait before being answered. As calls come into the call center a symbol is placed horizontally on the graph corresponding to the time during the reference time period that the call was received, and vertically according to the time the caller had to wait before a call center agent answered the call. Other information may also be superimposed on the graph, such as a call center service metric, and abandoned calls.

Abstract: A method and apparatus for verifying call waiting information in a communication system is particularly well suited for correcting mispronunciation of caller identification information provided for a call waiting call. A current pronunciation of the call waiting information is provided to the calling party who is prompted to change the current pronunciation. The system receives a new pronunciation of the call waiting information and stores information about the new pronunciation for subsequent retrieval.

Abstract: An element management system (“EMS”) interfaces between a telephone company administrative or customer service computer or a terminal and a telephone network element. The EMS contains a proxy database and maintains it between the periods when access to the telephone computer system is desired and available, without detrimentally involving the telephone computer system, the telephone switching network or any elements thereof. The EMS is capable of operating as the sole repository of subscriber data in a telephone computer system configured to operate in such an environment. The proxy database effectively mirrors subscriber data in one or more central offices and/or other network elements of the telephone computer system.

Abstract: A system for adding internet functionality to a telephone call between a first caller and a second caller. The system comprises a telephony application, responsive to receiving a source telephone number associated with the first caller and a destination telephone number associated with the second caller, for extracting the numbers. A first query is constructed using the source number to access details relating to the first caller and a second query is constructed using the destination number to access details relating to the second caller. An internet related function is then performed in accordance with these details. The internet related function may be to record a telephone conversation and email it to the callers, or to email call or caller details to each of the callers, or to exchange files, such as word processing documents and images etc.

Abstract: An AIN system having a service switching point (SSP), a service control point (SCP) and an intelligent peripheral (IPe) is disclosed. A calling party makes a call to a called party which results in a trigger signal at the originating SSP. The trigger signal causes the SSP to access the SCP which, in turn, sends a Send_to_Resource message to the SSP. In response to the Send_to_Resource message, the SSP establishes a first connection to an IPe, whose functionality is required. The IPe establishes a second connection carrying a second call to the called party, the first and second calls being connected at the IPe. The IPe subsequently requests that the SSP merge the first and second calls. In response, the call between the called party and the calling party is connected via the SSP, thereby releasing the IPe connections formerly used to connect calling and called parties.

Abstract: A procedure for creating a service profile dependent on user selection for a subscription in a telecommunication network. The invention makes it possible to use a single subscription in a telecommunication network with several different subscriber numbers, each number being associated with an optional user-selected service profile.

Abstract: A method and apparatus are provided for reducing deviations between worked hours of an agent and a schedule of hours for the agent. The method includes the steps of determining a metric comparing a work status of the agent during a time period with a scheduled status of the schedule of hours and comparing the metric with an agent call assignment threshold and when the agent call assignment threshold exceeds the determined metric, preferentially assigning calls to other agents.

Abstract: An improved technique of managing a multiparty conference of a digital domain such as the Internet is disclosed. A party may invite other party(ies) to split the conference into two conferences. Parties invited establish communications with all other invited parties to create the second conference. Also, an improved technique for preventing collisions of messages in a multiparty conference of a digital domain such as the Internet is disclosed. A deference algorithm is provided that prioritizes messages.

Abstract: A method for allocating agents to telephone call campaigns by a telephony system is disclosed. The disclosed method is aimed at maximizing productivity of successful agents by prioritizing call distribution to those agents enjoying a high level of success with respect to a particular call campaign during a particular period of time. The method includes providing a plurality of agent resources to participate in at least one call campaign, establishing success criteria for each call campaign, assigning a success index to each agent for each call campaign, directing calls to the plurality of agent resources in a prioritized manner, whereby calls are connected to available agents in accordance with the value of agent success indexes from highest to lowest The method also includes updating each agent success index is based on the established success criteria while the call campaign is in progress.

Abstract: Described is a method for controlling nodes in a network including the steps of sending a proposed maximum working rate to a plurality of nodes, computing the number of responses received from the nodes by a central controller in a set period and adjusting the maximum working rate sent to the nodes based on the number of responses received.

Abstract: A method of hunting for a communication channel in a communication system where a plurality of communication lines each have a plurality of communication channels includes the steps of maintaining a record of current channel statuses of the communication channels with respect to all the communication lines, and distributing busy channels evenly among the communication lines by selecting a communication channel based on the record of channel statuses and assigning the selected communication channel to a call.

Abstract: The invention refers to a method and an arrangement for netwide call trace with various interfaces and protocol stacks of at least one call within a telecommunication network by using a central call trace server (CS) and local intelligent call trace intelligent agents (IA) between the switching points (SP) of the telecommunication network, said central call trace server being connected with all of said local intelligent call trace intelligent agents IA. The central server manages the intelligent agents and distributes information between the intelligent agents. Only a reduced set of necessary data are sent to the central server by the intelligent agents, in case that the central server requires more data this data are sent by the intelligent agents upon request of the central server. The method and the arrangement allows an exact call trace inclusive of wild cards and calls between different telephone networks (mobile/land).