Abstract: A telephone having call-screening capabilities includes a memory for storing call-screening data. The call-screening data is used by the telephone to screen incoming calls. Incoming calls can be accepted, rejected, or diverted based on the call-screening data stored in memory. The call-screening data is automatically updated when a call is made to a previously screened number provided that certain predetermined conditions are satisfied, so that calls can be received from the previously screened number. Updates may be made, for example, when the call to the previously screened number is unanswered, when it is diverted to a recording device, or when the call is made to a number from which a previously screened call was made. The phone can be programmed so that updates automatically expire after a predetermined time period has elapsed.

Abstract: A method of and system for enhanced call waiting in a telecommunications network in which the handling of an incoming call is based on a set of user preferences. When a request for completing an incoming telephone call to a destination number is received, the system determines whether the destination number is busy. If the destination number is not busy, the system completes the telephone call to the destination number. If, however, the destination number is busy, the system determines whether the incoming telephone call corresponds to several parameters contained in one or more sets of user preferences. These parameters may include: whether the set is activated; the source of the incoming call; and the date and time of the incoming call. If the incoming telephone call does not correspond to any of these parameters, the incoming telephone call is handled with call waiting.

Abstract: Method and system are provided for efficient telephone number portability within a geographically dispersed telephony and the like switching system, wherein ported telephone numbers, when dialled and found non-existent at their number-inherent destination, a “Release Treatment” with a trigger (automatic flexible routing) searches in a database from the originating switching node or office, whereupon their new network node address is directly connected to following normal routing procedures; thus permitting realistically affordable telephone number portability, particularly local number portability (LNP).

Abstract: The present invention discloses a telecommunications system initiating telephone connections between, for example a consumer and a service provider based on the criteria provided by the consumer and the services available from the service provider. The system is suitable for consumers requiring direct communication with a staff member of a service provider capable of meeting the consumer's service requirements. The system compiles a prioritized list of service providers matching the consumer's criteria. Starting with the first service provider on the list the system rings the service provider and determines whether or not a staff member answers the call. If the line is busy or the call is not answered by a staff member, the system moves on to the next service provider on the list until a service provider having a staff member is located. Once such a service provider is located, the system rings the consumer and connects the two parties.

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: The present invention relates to a switching system which can control a corresponding load by means of manipulating a manual switch and a remote control switch, and optionally turn on/off any load among a plurality of loads via a telephone line even though a user is at any distant places beyond the remote control of loads. The switching system of the present invention recognizes an allowed subscriber by inputting a predetermined password, and confirms an turning-on/off state of loads connected to a switching set unit via a voice to then control turning-ON/OFF of the corresponding load via button manipulation of a telephone set. Accordingly, the switching system can perform manual switching control or remote switching control using a remote controller, and also carry out switching control with regard to any load via the telephone line even under a poor condition of remote control, thereby conveniently confirming and manipulating a state of loads regardless of places.

Abstract: A system for a web-based call center to provide assistance to multiple simultaneous customers. The system includes at least one external communication pathway through which a customer can submit a request to the enterprise contact center. The enterprise contact center includes a pool of agents that can provide information in response to requests submitted by customers. The system also includes a software engine that routes and schedules customer request to available agents via internal communication pathways. Agents can view customer data on a user interface. The customer data can aid the agents in providing information to the customers. Agents can multi-task by providing assistance to multiple customers at one time. Agents can respond to customer requests using web and telephone communication pathways.

Abstract: In the routing method and apparatus a second routing attempt via an alternate path from an originating node is implemented for a call given an unsuccessful routing attempt via a preferred route, i.e. the call is offered a further alternate path to the destination node. The evaluation of the effectiveness of the rerouting is updated at each call per traffic relationship (originating/destination node pair), using an evaluation storing device. A decision is made based on the evaluation as to whether the rerouting for this traffic relationship is to be maintained or throttled for following calls.

Abstract: An automated dialer for a call center maximizes agent efficiency in two different ways. In a first method overdial probability is expressed as a probability function of number of agents and total traffic volume; the probability function is set equal to a maximum allowable overdial probability; and the resulting equation is solved for maximum total traffic volume producing the maximum overdial probability. The maximum total traffic volume is then used to determine a new dialing rate by dividing the difference between the calculated maximum traffic volume and known inbound traffic volume by the product of average call length and hit rate, where hit rate is the percentage of connected calls to total dialed outbound calls. In a second method a maximum total traffic volume is calculated from total number of agents times a desired agent utilization factor, and the total traffic volume is used as in the first method to calculate and set a new dialing rate for outbound calls.

Abstract: A finite state machine that implements the ETSI Intelligent Network Capability Set 1 for INAP protocol using a first finite state machine connected to a second finite state machine. To accomplish this implementation, the first finite state machine receives inputs and makes initial state transition choices. Once the first finite state machine has made an initial choice, the second finite state machine checks to see if the first finite state machine has transitioned to the appropriate state and, if it has not, give feedback to the finite state machine to the appropriate state. Once the appropriate state is reached, the outputs of the first finite state machine are valid and available. The finite state machines may be realized as physical logical devices or virtually using VFSM technology.

Abstract: A system, apparatus and method are disclosed which provide variable alerting patterns for multiple leg telecommunication sessions, such as for providing concurrent alerting, sequential alerting, pyramid alerting or cascade alerting, of outgoing call legs for a flexible alerting service. The preferred system includes a home location register coupled to a mobile switching center. The home location register 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, and for each secondary directory number of the plurality of secondary directory numbers, further stored in the memory a corresponding timing delay parameter, a corresponding no answer time parameter, and a corresponding no answer termination trigger. Variation of the various corresponding timing delay parameters and no answer time parameters produces the variable alerting patterns.

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: Method and apparatus for performing circular hunts within a switch. Only a limited number of trunk groups are searched in a PSTN switch which has large numbers of trunks available. Additionally, the starting point of the search varies among the trunk groups. This search method is called a circular hunt with window. The invention limits the amount of time and resources spent searching for available call routes and more efficiently distributes traffic across trunk groups.

Abstract: A method for providing personal information which can overcome the duplication and redundancy of personal information and regional limitation, includes building a Computer Telephony Integration (CTI) information database, a personal information database, and a destination information database in a Service Control Point (SCP), to provide the personal information to CTI destination terminals in an intelligent network; transferring, by a Service Exchange Point (SSP), a calling line identification (CLI) and a dialing number (DN) to the SCP when an originating subscriber dials, retrieving a personal information and a destination information from said databases, and transferring the CLI and the retrieved personal information and destination information to the SSP; and providing, by the SSP, the CLI and the personal information to the destination terminals.

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 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 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: 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: 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.