Abstract: A telecommunication system for a register recall, said system comprising a local exchange (LE), an access node (AN) connected to the local exchange via a V5 interface, a wireless link system connected to the access node, and terminal equipment (MS) connected via the wireless link system to the access node. According to the invention, the system comprises elements (MS, AN) by means of which a request to set a current call into hold state is sent from the terminal equipment to the access node, a response message rejecting the request to set the current call into hold state is sent from the access node to the terminal equipment and a register recall request is sent from the access node to the local exchange.

Abstract: The present invention provides a method and system for processing and collecting, at a telephone network central office, information for a call directed to a call center prior to the call being received at the call center. A call is received for processing at a telephone network central office that is local to the call origination location. At the central office, a determination is made as to whether the destination number of the call is identified in a selected database. In response to the call destination number being identified in the selected database, the central office solicits the caller to provide requested information. An indication of the requested information received from the caller is included in a data packet associated with the telephone call before the call is transferred from the central office. The call, including the indication of the requested information, is routed to the call center.

Abstract: A system establishes a telephone call between a calling party and a called party. The system receives a telephone call connection request, including identification of the called party, from the calling party and determines, based on the identification information, if the called party is currently connected to a data network. If the called party is currently connected to the data network, the system establishes the telephone call between the calling party and an instant messaging client of the called party.

Abstract: To improve the prediction of wait times of calls (23) waiting to be processed, or to improve the prediction of completion times of calls that are presently being processed, in low-volume call centers (10) or splits/skills (21), additional data points are created—either manually or automatically—during the processing of each call that is presently being processed, for use in effecting wait-time estimates of the waiting calls. At each of the plurality of points in the processing of each of the plurality of calls, information about the call that is relevant to how long completion of the processing of the call is likely to take is obtained (200). This information is applied to historical information about previously-processed calls to estimate (202) how long completion of the processing of each of those calls is likely to take, i.e., how long it will be before the agents (25) who are processing those calls become available to handle the waiting calls.

Abstract: In a communications network that provides services to a plurality of users, events occurring during service processing are accumulated in an event record and sent to a record processor to perform post-processing, such as assessing charges to be billed to users of the network. Each service processing node in the communications network accumulates event records, bundles them with instructions as to how they are be processed, and dispatches them to one or more record processors. Before being sent to a record processor, an event record is augmented with instructions describing how to perform processing upon the events in the event record. The record processors are general-purpose processors and the instructions for post-processing are carried within the event records themselves. Post-processors are no longer required to be dedicated to a particular purpose such as billing computation.

Abstract: The present invention addresses the current limitations of the automatic callback and automatic recall (AC/AR) features. Upon activation of AC/AR and subsequent timeout, the calling party receives ring back. Upon going off-hook, an announcement is played informing the calling party that the monitoring time has expired and that the call could not be completed during that time. The calling party is then offered service options including extending the monitoring time and message delivery.

Abstract: A method of signalling in a telecommunications network comprises generating signalling messages at an Application Part or a User part of an originating signalling point, the messages having a maximum length of 272 octets. The generated signaling messages are transferred to a Message Transfer Part layer 3 (MTP3) of the originating signalling point, and on the basis of the destination signalling point of the received signalling message, it is determined whether or not the message is to be transmitted over an NNI-SAAL signalling link. If the message is to be transmitted over an NNI-SAAL signalling link, the message is transferred to an NNI-SAAL part of the originating signalling point. If the message is not to be transmitted over an NNI-SAAL signalling link, the message is transferred to an MTP2 part of the originating point.

Abstract: The invention relates to calling subscriber validation in a telecommunications system which is divided into networks governed by at least two different operators and in which at least some of the subscribers connected to the network of a given operator also have access to the network of a neighbouring operator through the network of the given operator. To enable the validation to be carried out economically and with maximum utilization of the network transmission capacity, the network of the neighbouring operator uses a given predetermined node (SW4′) for calling subscriber validation, and the connection setup process is continued in the network of the neighbouring operator from an inter-network link up to the predetermined node in which validation is performed in the connection setup phase.

Abstract: The present invention provides a system and method of transferring a call signal including call-related data received from a communications system between a host and at least one remote agent terminal connected through a network, where the host can access at least one application database for storing and retrieving information associated with each service that each agent terminal is to handle, and each agent terminal can access the at least one application database computer system for storing and retrieving information associated with each service that each agent terminal is to handle, the method comprising the steps of: (a) at the host (i) transferring initial information contained in an ANI field associated with the call signal into the at least one application database, (ii) associating that initial information contained in the ANI field with other information regarding the source of the call signal, and (iii) replacing the initial information contained in the ANI field associated with the call signal with

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: The invention provides a method and system for indefinitely queuing telephone calls in a call center independent of the telephone instrument deployed in the call center. The system includes a plurality of call center telephones, an Automatic Call Distributor (ACD) connected to the call center agent telephones and a Computer-Telephony Integration (CTI) link connected with a multi-call handling (MCH) server having multiple call handling (MCH) application and a data repository. Call center technicians create a first new route point and a second new route point in the ACD using the ACD's configuration program. A client application running on the MCH server monitors telephone calls to the plurality of call center agent telephones through the CTI link.

Abstract: A simulator for simulating the performance of an intelligent is described. The simulator includes. a module for simulating any IN-typical event sequences (traffic simulator) according to the rules of traffic theory, and a module for the event-oriented simulation of the service control point (SCP simulator) using process models, The simulator also includes. an arrangement for exchanging data between the modules; an arrangement entering and storing the network configuration, communication service specification, and other simulation parameters, and for transferring them to the correct modules; and an arrangement outputting and/or storing the simulated data. Modules are also provided for simulating the SS7 signaling system, taking into account the functionalities of service relay points SRP and overload protection mechanisms within the IN. The simulation modules communicate in a file mode using transfer files or are linked in an online mode by a shared organization program: the online simulator.

Abstract: A system and method for remotely controlling the call monitoring functions performed by an automated call placement system (ACP) and an ACP incorporating the system or the method. In one embodiment, the system includes: (1) a controller, coupled to the call monitoring unit and having a single wire pair interface, that transmits traffic carried on the selected one of the lines via the interface, transmits function menus via the interface, receives in-band control commands via the interface and controls functions of the call monitoring unit in response thereto and (2) an in-band data-capable device having a display, coupled to the interface via a single wire pair, that receives and audibly reproduces the traffic, displays the function menus on the display and transmits the in-band control commands to the controller thereby to control the call monitoring unit.

Abstract: The present invention finds particular applicability for use with large call centers. Force managers are continuously searching for ways to increase the efficiency of their agents. In response to this need, the present invention provides a method of dynamically adjusting work force configuration, such as number of call teams, number of call agents in each call team, and identity of the agents in the call teams, to maintain a desired level of performance and efficiency, as determined by the force managers. To perform this task, an apparatus according to the present invention includes a methodology for monitoring call data, force management variables and performance data, throughout operation of the call center. In addition, the apparatus includes a method for adjusting the workforce configuration in response to the results of the monitoring.

Abstract: The present invention provides a system and method for auditing and reconciliation of a telephone service provider's database and a central or regional repository. Both the database and repository contain data records. The data records include telephone number porting information that facilitates tracking and porting of telephone numbers. The system comprises interface means between a service provider's database and the repository. The method includes user interface which facilitates selection of auditing and reconciliation choices, including amount of date to be analyzed and downloaded, the type of data and data processing application and time of operation.

Abstract: A method and system are disclosed for providing an enhanced call waiting message to a customer when the customer is busy on a previous call and receives a current call. The call waiting message preferably includes a call waiting indicator and an audible representation of information associated with a current calling party. The call waiting message alerts the customer that a current call is waiting and provides the customer with information that assists the customer in deciding whether or not to take the current call. The call waiting indicator and the information associated with a current calling party are automatically transmitted to the customer without any customer commands.

Abstract: A system and method include implementing and accessing a subscriber's telecommunications services, using a graphical user interface (GUI) via the Internet, and an interactive voice response (IVR) system via the public switched telecommunications network (PSTN). The system and method enable a subscriber to review, schedule and modify call forwarding information stored and implemented by a service control-point (SCP) through a common server from any dual tone multi-frequency (DTMF) telephone and IVR system via the PSTN or any GUI and Web client via the Internet. The subscriber is able to build and edit call forwarding data, such as a scheduler and priority and rejection screening lists, by the GUI via the Internet for subsequent implementation.

Abstract: A system and method for intelligently caching Local Number Portability queries from a Public Switched Telephone Network (PSTN). The apparatus may include: an intelligent communications platform connected between a switch and a Signaling System 7 (SS7) network to intercept Transactions Capabilities Applications Part (TCAP) messages between the switch and the SS7 network; and a communications control module connected to the intelligent communications platform via a Transmission Control Protocol/Internet Protocol (TCP/IP) link, the communications control module for providing management and communications to the ICP and providing access to the management and communication for a plurality of subscribers. The apparatus can also include: an SS7 I/O card for processing SS7 messages; and a CPU card for processing Integrated Services Digital Network User Part (ISUP) and TCAP messages.

Abstract: A call from a calling party to a first called party in a telecommunications network is initiated via a network switch. Subsequently a leg of the call from the network switch to the first called party is released. Data identifying a second called party is transmitted from the first called party to a network control platform. The network control platform correlates the data transmitted and the respective call earlier made and controls the network switch to now route the earlier call to the second called party.

Abstract: A method and an apparatus for protecting call privacy allow a calling party to control the privacy of a telephone call by selecting among a group of privacy options that represent varying degrees of privacy and enforcing the selected privacy options during the call. The privacy options selected for the call limit the ability of a called party to manipulate the call. For example, the privacy options may prevent the called party from forwarding the call, transferring the call, conferencing the call, and/or listening to the call via a hands-free speakerphone. In an additional aspect of the invention, the selected privacy options are transferred to any voicemail messages that are generated as a result of the call made by the calling party. The preferred call privacy system is implemented in a packet-based network that carries voice and data.