Abstract: A method and apparatus are provided for controlling an automatic call distributor by a supervisor from a remote location. The method includes the steps of establishing a telephonic connection between the supervisor and the automatic call distributor and screening the call for the authorized supervisor. The method further includes the steps of transferring a configuration instruction to the automatic call distributor, executing the configuration instruction by the automatic call distributor and returning a configuration result to the supervisor.

Abstract: Methods and systems to provide a particular subscriber of a messaging system with access to a selected messaging platform (SMP) by making a call to a pilot number from a line number other than a line number of the subscriber. The call is routed to the SSP serving the line number from which the call originated. Based on the use of the pilot number, the SSP receives instructions from an intelligent network element (INE) to route the call to a messaging platform serving the line number from which the call originated. If the messaging platform receives a backout indicator in the call, then the messaging platform provides a backout notice to the SSP. The SSP engages in an exchange with the INE so as to result in the SSP obtaining a selected number from the particular subscriber and providing the selected number to the INE. The selected number is used by the INE to obtain an address for the SMP. The INE then instructs the SSP to route the call to the address for the SMP.

Abstract: A method and apparatus for responding to an incoming call on one of a plurality of external telephone lines when a conference call is in progress on that external telephone line includes the following. First, caller identification information is received relating to the incoming call. Then the plurality of handsets involved in the conference call are notified that an incoming call has been received. Should it be desired to answer that incoming telephone call via a callback, a pre-recorded message is transmitted to the caller of the incoming call requesting the caller hang up and the incoming telephone call is terminated. The caller of the incoming call is then called back on a unused external telephone line using the previously received caller identification information relating to that incoming call. Finally, one of the plurality of handsets involved in the conference call is connected to the caller of the incoming call.

Abstract: A communications interface system receives an initial address message for a call into a circuit process and transferring the initial address message to a call process. The call process processes the initial address message to generate and transfer set-up information to a bearer system. The bearer system receives user communications for the call and routes the user communications in response to the set-up information. The circuit process receives a release message for a call and transfers the release message to the call process. The call process processes the release message to generate and transfer tear-down information and a disconnect message. The circuit process generates and transfers a release complete message in response to the disconnect message. The bearer system terminates the routing of the user communications in the in response to the tear-down information.

Abstract: A call center has a number of workgroups each with a routing controller for determining the most suitable destination within the workgroup for receiving a call. This determination is done on the basis of a routing table periodically generated for the workgroup by the routing controller. The workgroups exchange their routing tables. The routing controller of every workgroup thus has sufficient information to globally determine the most suitable workgroup to handle an incoming call. This redundancy avoids the need to provide a fault tolerant central controller.

Abstract: A method is provided for implementing call acceptance groups extending between network nodes in a communications network having a plurality of network nodes. An arrival of a call for a terminal which is coupled to a first network node and has an assigned call acceptance group is also signaled to all of the other network nodes that are to be determined and to which terminals of the call acceptance group are coupled. The network nodes subsequently cause that information to be displayed at the terminals of the call acceptance group which are coupled to the network nodes, and permit the call to be accepted at each of those terminals.

Abstract: A ring back signal for a call between a calling party and a called party can be simulated. A ring back message associated with the call is received. The calling party is associated with a first network. The called party is associated with a second network. A prestored ring back signal is selected from a set of prestored ring back signals based on the ring back message and/or a called number for the call. The selected prestored ring back signal is associated with the second network and is different from a second prestored ring back signal associated with the first network. The prestored ring back signal is sent to the calling party.

Abstract: A system and method for providing automatic call-back services between subscribers and designated callers. The system and method use the features of an advanced intelligent network to intercept calls to a subscriber from designated callers. The callers are instructed to hang up and wait for the return call. The system then initiates a return call originating from the subscriber's line and using the subscriber's long distance carrier. The system and method allows subscribers to identify certain callers for whom the subscriber is willing to incur long distance charges when the caller attempts to call the subscriber. Unlike traditional systems allowing a called party to reverse charges for incoming calls, the system and method of the present invention advantageously uses the subscriber's preferred long distance service provider. In this manner, the subscriber need not pay the additional surcharges normally associated with traditional “collect” calling services.

Abstract: A call center is configured to determine variable rest periods for one or more agents, based at least in part on factors such as call center service state and agent occupancy. The call center service states may include a number of designated service states associated with a particular skill or type of communication supported by one or more agents of the call center. A particular one of the states represents a branded service level, while other states represent over-service and under-service conditions. The rest period determined for one or more of the agents can be used to implement features such as many-to-many work assignment, just-in-time (JIT) delivery of work, next opportunity for service (NOS) indicators, thereby facilitating the processing of communications in the call center.

Abstract: Flexible supports for enhancing hands-free operation of telecommunications devices such as radiotelephones are provided. An elongate member containing Theological material is flexible in the absence of an electromagnetic energy field and becomes rigid in the presence of an electromagnetic energy field. When electrical current flow is induced through one or more internal electrical conductors, the Theological material viscosity increases from that of a fluid to that of a solid. Accordingly, in the absence of electrical current flow, the elongate member can be positioned to any of a plurality of positions. When electrical current flow is present, the elongate member becomes rigid and, thus, resistive to movement.