Abstract: A system and method of telephony resource management and security for monitoring and/or controlling and logging access between an enterprise's end-user stations and their respective circuits into the public switched telephone network (PSTN). A set of security rules is defined for each of the extensions which specify actions to be taken based upon at least one attribute of the call on the extension. Calls are detected and sensed on the extensions to determine attributes associated with each call. Actions are then performed on selected calls based upon their attributes in accordance with the security rules defined for those extensions.

Abstract: A telephone interface (110) that supports a first and a second conference call service is provided in a telephone-capable apparatus (102). An input device (122) is further provided, allowing a conference call conferee to provide participation status data to a controller (116, 118) of the apparatus. The controller provides a message to a switch (104), responsive to the participation status data, instructing the switch to provide the apparatus with communication resources commensurate with the participation status data. When the participation status data indicates that the conferee is a speaking and listening conferee, the message instructs the switch to provide resources sufficient to support the first conference call service and a send-only version of the second conference call service.

Abstract: A system and method of telephony security for controlling and logging access between an enterprise's end-user stations and their respective circuits into the public switched telephone network (PSTN). A security policy, i.e., a set of security rules, are defined for each of the extensions, the rules specifying actions to be taken based upon at least one attribute of the call on the extension. Calls are detected and sensed on the extensions to determine attributes associated with each call. Actions are then performed on selected calls based upon their attributes in accordance with the security rules defined for those extensions.

Abstract: An enhanced computer telephony (CT) network design for a private branch exchange (PBX) telephone system network improves the computer telephony interface (CTI) capabilities of the network. Bi-directional data from remote telephone switching nodes of different PBX systems, each using a common software application, is combined into a single data stream by the network to simplify control of the remote PBX systems. Commands to, and events received from, the different PBX switching nodes are combined by use of a gateway to automatically and transparently route digital information for control of the correct remote system node.

Abstract: The invention concerns interworking between distributed services in a telecommunications network, especially in an intelligent network. The invention is based on the idea that at least one new Interworking Point is introduced to the call handling model and with the aid of this Interworking Point the interworking between the distributed services is implemented. The Interworking Point can be defined as either a point where instructions received from one service program are reported to interested service programs or as a point where a service to be carried out by the responsible service program is requested by some other service program. The interworking points are armed by the service programs, and the service programs which armed the interworking point are informed of the encounter with an interworking point.

Abstract: A method for controlling additional service functions in a communications network, as well as an associated coujmincations network and an associated program, wherein data is transmitted between a number of terminals in the communications network using at least one identifier which is used to identify a connection in accordance with the first connection model, the connection identifier being converted to a least one indentifier which is used to identify a connection according to a second connection model which is provided for controlling call distribution from a computer so as to allow various international Standards to be satisfied at the same time.

Abstract: A method and apparatus are provided for exchanging control information between a automatic call distributor and a public switched telephone network. The method includes the steps of identifying a subscriber channel between the automatic call distributor and public switched telephone network for use during a communication transaction and exchanging control information regarding the identified data channel over any of a plurality of available control channel between the public switch telephone network and automatic call distributor using nonassociative signaling.

Abstract: Provided are methods, apparatus, and computer programs for self-generating device names for communications devices using processes running on the device. The device names are then used to enable the devices to be identified during network communications. This avoids the configuration overhead inherent in requiring unique device names to be allocated by a central naming authority. Uniqueness of device names is achieved by a class-based naming convention in which class names are associated with device types and unique device identifiers are allocated for devices within a class. The device identifiers of one class may have a very different format from device identifiers in other classes, and processes are provided for interpreting the different formats of device identifier to identify individual devices.

Abstract: A “Call Me” conference call system includes a multiport conference unit (MCU) interconnected with the public switched telecommunications network (PSTN), a telecommunications switching system also interconnected with the PSTN, a service control point (SCP) or other intelligent network control component having at least a signaling connection to the switching system, a Call Me conference bridge reservation system interconnected with the SCP and the MCU, and suitable facilities interconnecting these components. When a conference reservation is made, information regarding the conference is distributed to the SCP and MCU. A “Called Party Busy” trigger is applied to the conference host's line. To join the conference, the host and participants alike simply call the host's telephone number. The switching system, finding the host's line busy, queries the SCP, which instructs it to redirect the call to the MCU.

Abstract: A system and method automatically allocates agent resources and prioritizes call campaigns to maximize productivity of a call center by prioritizing call distribution along with agent resource allocation to those campaigns enjoying a high level of success, such as sales success, during a particular period of time. A plurality of call campaigns are grouped together to form a pacing group. Each call campaign in the pacing group is then assigned a campaign pacing ratio each having a sales success criteria. During the processing of the call campaigns, the pacing ratio of each call campaign will then be adjusted, whereby those campaigns realizing higher levels of current sales success will have their pacing ratios increased while those experiencing lower levels of current success will have their pacing ratios decreased.

Abstract: Method and system for defining access rights in a telephone switching system comprising functions for controlling the operating system of the telephone switching system on the basis of commands entered. In the method, the right of access to the operating system is determined on the basis of a user identifier and a password associated with it. Moreover, a user profile is formed, said profile comprising one or more user identifiers and having a predetermined validity period. According to the method, a validity parameter associated with the user data is decreased on the basis of elapsed time and/or the number of log-on times and/or the weighting values of the commands entered.

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 method of universal communication, comprising: (1) assigning user phone numbers each representing a user; (2) providing user verification and user digital signature service; (3) providing a handheld personal communication device for user verification and digital signature; (4) dynamic binding of a user phone number to a physical phone number by a database. A universal communication system comprises a handheld personal communication device as the controller for each user, a database system as the intelligent center, and communication adaptors. As a result of the separation of the user phone number from the physical phone number and the related verification and digital signature service, a common interface is provided for various physical communication systems. This allows the various physical communication systems to develop independently and at the same time work together to meet the ever increasing communication demand.

Abstract: A method and system for processing an enterprise's incoming customer communications on the basis of the enterprise's business objectives. An enterprise service balancer distributes work based upon enterprise resources and immediate resource availability. The enterprise service balancer provides an instantaneous best possible service for a customer communication (e.g., a call) by matching the customer communication with the most appropriate available resource in the enterprise, as a whole, in accordance with the enterprise's definition of best service. The enterprise service balancer may refrain from moving media for a customer communication to an identified resource until after determining that the identified resource accepts the customer communication for further processing. The enterprise service balancer looks for an enterprise resource having a specific skills set when the enterprise receives a customer communication requiring the specific skills set.

Abstract: A telecommunications service control point having call blocking logic configured to block a percentage of call attempts to a called number and route a percentage of call attempts to the called number. The SCP comprises a processing system coupled to an interface. The processing system is configured to a process a plurality of query messages to generate a plurality of response messages containing call handling information for a plurality of call attempts to a called number. A first percentage of the call handling information includes instructions to block a corresponding first percentage of the plurality of call attempts to the called number. A second percentage of the call handling information includes instructions to route a corresponding second percentage of the plurality of call attempts to the called number. The interface is configured to receive the plurality of query messages and transmit the plurality of response messages.

Abstract: A method of monitoring the performance of a CTI enabled business application for a call center is described. The method comprises the steps of acquiring telephony network information such as an Automatic Number Identification from the telephony network when a telephone call is made to the call center and searching for information stored by the business application such as the customer name which is associated with the ANI from the telephony network. This search is made at the beginning of the call and the customer name is stored with ANI in a call log. Additional information associated with the call such as an order taken during the call is searched for after the call is completed and this additional business information is also stored with said telephony information in the call log.

Abstract: The present invention provides a method and system for controlling call volume into a call center. The method and system provides the contacting entity with a file of information for viewing that encourages or discourages continuance of the contact or initiation of another contact with the call center. This is accomplished by adding or omitting features from the file such as contact buttons or icons, messages, and the like. The architecture determines which type of file to provide a contacting entity based on such factors as the staffing level of the call center, the busyness of the call center, the value of the contact and/or contacting entity, and the like.

Abstract: A method for operating a telephone server includes receiving an incoming call from a first user for a second user at a telephone extension, prompting the first user to speak a message, receiving a spoken message from the first user, receiving a spoken telephone call-back number from the first user, recognizing a numeric telephone call-back number in response to the spoken telephone call-back number, associating the numeric telephone call-back number with the spoken message, and storing the spoken message and the numeric telephone call-back number in a memory.

Abstract: A system and method to provide secure access across the untrusted PSTN is described. The system and method utilizes telephony resources that can be initiated by a security policy defining actions to be taken based upon at least one attribute of the call, providing multi-tiered policy-based enforcement capabilities and visibility into security events.

Abstract: A telecommunications network environment (10) includes a signaling server (20) accessible by maintenance interfaces (12) and network interfaces (14). The signaling server (20) includes a signaling link controller (83) that receives and processes signaling information received from network elements and other signaling servers. The signaling link controller (83) extracts a data portion of the signaling information for message transfer part level two processing. For additional processing, the data portion of the signaling information may be routed over an Ethernet switch (76) to another signaling link controller (83) or to a signaling services controller (99) for signaling connection control part processing. The signaling services control element (99) may perform local number portability lookup and global title translation on the received data portion. After processing, the signaling link controller (83) generates a return message in response to the signaling information.