Abstract: An illustrative intelligent network and method for providing voice telephony over ATM and closed user groups are provided that can provide significant advantages. A method for providing a closed user group service to authorize VToA calls includes determining the closed user group identifiers for a calling party, determining the closed user group identifiers for a called party, locating a common closed user group identifier that is common to the calling party and the called party, analyzing the privileges of the calling party in the common closed user group to determine if the calling party can make calls to other users of the common closed user group, and analyzing the privileges of the called party in the common closed user group to determine if the called party can receive calls from other users of the common closed user group. An illustrative intelligent network and data structure to provide closed user group services is also provided.

Abstract: The invention relates to a method for processing a call establishment request in a telecommunication system comprising a plurality of exchanges communicating with each other, and in which method: a first exchange receives a call establishment request for establishing a call, data associated with the call establishment request is analysed, and the call is routed on the basis of the analysis.

Abstract: The present invention relates to a customer call routing menu employing an interactive voice response system (IVR) to process a call in a customer service center. The menu messages are provided in terms of customer tasks to be performed, rather than in terms of corporate units. Further, the menu messages are arranged and played to the caller in the order of the most frequently requested tasks and include terminology commonly used by customers.

Abstract: A circuit for regulating the power provided to a load connected to an output of a power amplifier. The circuit includes an amplitude detector that outputs a voltage corresponding to the amplitude of the signal outputted by the power amplifier. This output voltage is a function of the impedance of the load. Thus, when the impedance of the load changes, the output voltage also changes. Given a constant current into the load, it is the load impedance that determines the power delivered to the load. Therefore, because the output voltage reflects changes in the impedance of the load, the output voltage can be used by a regulator circuit to maintain a constant output power, regardless of changes in the impedance of the load.

Abstract: A communication system is disclosed that generates call progress tones for a call. The communication system is comprised of a calling device and an originating system. Examples of the calling device include a telephone, a cellular phone, a computer, and a fax machine. To place a call, the calling device transmits set up messages to the originating system. The originating system transmits set up messages to a terminating system to set up the call. The originating system receives acknowledgment message from the terminating system in response to the set up messages. The originating system generates a call progress message and transmits the call progress message to the calling device. The calling device generates a call progress tone based on the call progress message and plays audible sounds that represent the call progress tone. By having the calling device generate the call progress tones, the originating system is advantageously available for other communications.

Abstract: The present invention provides a system, implemented within a private branch exchange (PBX) telephone system, which cancels or modifies a PBX feature for a telecommunication endpoint, based on activity associated with the telecommunication endpoint. The system comprises a feature/application module for executing the PBX feature. The system also comprises a line monitor for monitoring the activity associated with the telecommunication endpoint and can cancel or modify execution of the PBX feature for the telecommunication endpoint based on activity sensed by the line monitor. The present invention also provides a method for implementing the system.

Abstract: A method of managing includes the performance of intelligent network services and an intelligent network, which includes a number of service control points and at least one service switching point, which includes triggering data of one or more intelligent network services, which include the address data of the service control point to which the intelligent network service request made to start the intelligent network service in question is sent, the intelligent network being arranged to control the performance of intelligent network services requested by the at least one service switching point in the control points by changing, if necessary, the address data of the control point in which the intelligent network service is to be performed into the triggering data of one or more intelligent network services included in the service switching point.

Abstract: Systems and methods for remotely diagnosing, trouble shooting, and/or programming an end user telephone by a customer service representative using a telephone and modem system in communication with the user's telephone and modem system during a live telephone call between the customer service representative and the user are disclosed. The method for the user to obtain assistance from the customer service representative for the user system generally comprises initiating a telephone call to the representative, transmitting data signals containing information relating to the user system to the customer service system, speaking with the customer service representative, and receiving data signals that includes a command to control a remotely controllable feature of the user system from the customer service system, wherein the user and customer representative systems selectively alternate between data signal transmissions and voice signal transmissions.

Abstract: A telecommunication system for accessing personal information relating to a caller having a home network and being engaged in a call with a call taker in a remote network distal from the home network includes: (a) an internetwork communication system coupling a plurality of networks that includes the home network and the remote network; (b) an information store coupled with the internetwork communication system for receiving information contributions from the plurality of networks; and (c) an identification device for introducing identification information into the internetwork communication system. The identification device identifies the caller to the information store for use when responding to an inquiry by the call taker to provide the personal information to the call taker.

Abstract: An INAP processing method for communication between a SSP and TCAP. When an INAP message is sent from the INAP of the SSP to the TCAP, a TC component to be transmitted is generated, an invoke ID and dialogue ID are allocated to the generated TC component, and a TC primitive corresponding to the state of an allocated dialogue is created and encoded, to be sent to the TCAP through the TCAP interface block. When the INAP of the SSP receives an INAP message from the TCAP, the received INAP message is decoded based on the type thereof and a corresponding SCP relationship object is found using the dialogue ID included in the decoded INAP message. When the IC component and IC primitive are contained in the decoded message, the IC primitive is executed first and then the IC component is processed. When a corresponding call has been processed, the found SCP relationship object is deleted, finishing the dialogue with the SCP.

Abstract: A communications system for general business environments that exploits knowledge of user state to provide advantages of efficiency and control for individual users and for the business. The communications system also provides particular advantages in environments where users have multiple communication devices and for communications of a business with external parties. In other aspects, the communication system provides features of application flexibility and system fault-tolerance with broad applicability to communication systems.

Abstract: A method for uniquely identifying calls having the same originating number and dialed number, and network components adapted to carry out that method. A Parking Manager receives a Park Request that includes the originating number, the dialed number, and a Network Call ID (Identification). The Parking Manager accesses a pool of Dialed Number Identification System (DNIS) override digits associated with the dialed number and returns these digits with the response to the Park Request. The originating number and DNIS override digits uniquely identify the call, and are combined with the destination number, and the combination is flagged as pending in the Parking Manager. The DNIS override digits are received by an Interactive Voice Response (IVR) system that uses a many-to-one mapping to identify the dialed number and complete the call, and returns a call arrival signal to the Parking Manager including a PPID generated by the Voice Response system to Parking Manager.

Abstract: Individuals and groups of individuals, such as corporations, are provided access to one or more private directories. The private directories can be edited by an administrator. Access to the private directories may be limited by administrators of the private directories. Access to private directories is provided via a connection to directory assistance providers. Directory service providers are capable of facilitating the administration of the private directories as well as connecting users of private directories to contacts in the private directories. Access to the private directory may be obtained via an internet connection.

Abstract: A contact routing system is disclosed comprising: a plurality of media connectors which receive incoming customer contacts from an equal plurality of media channels; and contact routing logic which routes the incoming contacts to particular customer service representatives (“CSRs”) based on the particular media channel over which the contacts were received and the skill sets of the CSRs. Also described is a method for routing customer contacts comprising the steps of: receiving incoming customer contacts from a plurality of media channels; and routing the incoming customer contacts particular customer service representatives (“CSRs”) based on the media channel over which the contacts are received and the skill sets of the particular CSRs.

Abstract: A call selection process in a call center is configured to utilize a continuum of skill levels, in one or more categories, for a given multi-skill agent. In an illustrative embodiment, categories of levels are associated with skills supported by the given agent, with each of the categories including a level, e.g., a numerical value, for each of the skills. The levels are used in a call selection computation that determines which of a number of waiting calls should be delivered to the agent. The categories may include, for example, a speed category including levels indicative of the speed at which the agent can process calls for each of the corresponding skills, a yield category including levels indicative of results likely to be obtainable by the agent for each of the corresponding skills, and a preference category including levels indicative of preferences of the agent for calls requiring each of the corresponding skills.

Abstract: A communications network user may define multiple states. The state of the user is communicated to a call processing server. A set of instructions establishes various call processing options for incoming or outgoing calls received when the user is in one of the defined states. Upon receipt of a request to establish communication to or from the user, the call processing server processes the request as specified by the instructions in the instruction set that are mapped to the user's current state. The instructions may be in the form of a Call Processing Language (CPL) script, and may reside on a Session Initiation Protocol (SIP) compliant proxy server. The user state may be uploaded to the server in various manners.

Abstract: IP-PBXs having different structure, for example, stand-by and active transmission lines are connected between unused pins of the interface block 24A and 24B to supply the relay driving signal from the switching block 20A to the switching block 20B according to a control signal from the control block 18, and change the transmission lines, and maintain a direct route.

Abstract: A system and method for managing a call processing system includes a signaling interface that receives and processes message parameters and call signaling and transmits and receives call signaling and message parameters to and from a call processor. A call processor processes call signaling to select connections for calls. An interworking unit interworks user communications between time division multiplex (TDM) connections and asynchronous transfer mode (ATM) connections. An ATM matrix connects user communications between ATM connections. A call process control system (CPCS) manages the call processing elements including the signaling interface, the call processor, the interworking unit, and the ATM matrix. The CPCS provides call management applications such as call trace, call tap, remote call control, accounting, configuration of the call processing elements, and interfacing between external devices and the call processing elements.

Abstract: A voice processing system is disclosed having a first interface for receiving telephone calls from the Public Switched Telephone Network (PSTN) and application software for processing received PSTN telephone calls. The voice processing system supports an API to allow the first interface to inform the application software of the presence of the call. The voice processing system further has a second interface for receiving telephone calls from an internet protocol (IP) network, and a signaling subsystem for routing an IP call from the second interface to the application software. This signaling subsystem uses the same API as is used to inform the application software about PSTN calls. Therefore, it is transparent to the application software whether an incoming call has been received from the IP network rather than the PSTN.

Abstract: Individuals and groups of individuals, such as corporations, are provided access to one or more private directories. The private directories can be edited by an administrator. Access to the private directories may be limited by administrators of the private directories. Access to private directories is provided via a connection to directory assistance providers. Directory service providers are capable of facilitating the administration of the private directories as well as connecting users of private directories to contacts in the private directories. Access to the private directory may be obtained via an internet connection.