Abstract: A telecommunications network (10) comprises a set of telephone service operator domains (20), including domains (20A-20C) having intelligent network-type services having non-geographic telephone numbers. A call-originating domain (20G) accesses a non-geographic service number database (30G) to obtain address information concerning the domain which currently handles the called service (90). The address information obtained from the non-geographic service number database includes the address a node in the domain which handles the service, e.g., the address of a gateway node (GW), and optionally the addresses of a service switching point (SSP), a service control function (SCF), and a service data function (SDF) which handles the called service (90). When changing telephone service operators (e.g., changing to a new domain), the non-geographic service number database is updated to reflect the change.

Abstract: A set of multidimensional capabilities allows service-related data to be exchanged among and operate with different hardware platforms and software programs. A trigger based on the call request is received at a switching platform. The trigger activates a service-specific object driver. The object driver is built by interacting with service objects. Once the object driver is built, the service objects are executed with call processing information based on the newly built object driver. During the entire process, network management functions are executed in a fault-tolerant fashion to ensure reliability.

Abstract: A call queueing system for a call center establishes virtual calls for callers, and allows the callers to disconnect and await a later callback when the virtual call is routed to an agent. Callers are connected to an IVR and informed that they may disconnect and await the callback. An IVR may also be used when the callback is made, informing the caller of the nature of the new call, and that they are now being connected to an agent. In some instances virtual calls may be sequenced in the same queue with real calls. The virtual call system may be initiated in a call center by exceeding load threshold, at particular time frames, and the like. A key is associated with each virtual call in a manner that the origination number of the call for whom the virtual call is entered may be retrieved when the call is routed to an agent. The system is adapted to work with all intelligent routing systems.

Abstract: In the case of an outbound international call originating from the U.S., an international communication system at a first switch receives, over a segment of the communication channel, the calling party's automatic number identification (ANI) and the dialed number (DN). The switch then sends a query to a processor having a previously stored customer processing records (CPRs). The database at the processor correlates the call information with the appropriate CPR; a service identity value is then inserted into a field which is unused for domestic calls. Call information including the service identity value is then transmitted to a second switch. When the service identity value indicates a service has been triggered, the transmitted call information is correlated with the appropriate index in a trigger table. The service-related values associated with the matched pseudo-country code are then inserted into the service-specific parameters.

Abstract: Communications and messaging in a Computer-Telephony (CT) system are assisted using an Electronic Call Request (ECR), a computer and network system construct that operates in place of a telephone call. An ECR is invoked and made a storage and communication entity in a computing and network environment in which the ECR is logged in a queue. The ECR in the form of a storage and communication entity navigates the telephone network under the direction of the caller who graphically manipulates the ECR using a graphical user interface (GUI). The ECR is activated into a telephone call at the command of a human or computer or network system agent generating a telephone call both to the caller and the call target.

Abstract: A telephone call-routing system includes an initial call-processing system having a first telephone line adapted for receiving calls from customers and a processor system, and a remote call-in center comprising a computerized telephony switch connected to a plurality of telephones at operator workstations. The processor system is adapted to route calls to individual ones of the telephones, and is connected by a telephony line to the initial call processing system. A telephony server is connected to the telephony switch by a first high-speed data link and has a digital network communication link to the processor system. The telephony server is adapted to monitor activity of the telephony switch and to report the activity to the processor system over the digital network link.

Abstract: An intelligent network for providing access to an information network (80) has a number of central office switches (64, 82). Each central office switch (64, 82) is capable of receiving a call to a centrex telephone number and transmitting a query. A service control point (70) is coupled to the central office switches (64, 82) by a SS7 signal link (66). The service control point receives the query and transmits a response to the central office switch (64, 82). A hub switch (75) is coupled to the central office switches (64, 82) and receives the call. The hub switch (75) contains a digital trunk service (76) that combines the call with a number of other calls to form a data stream. The data stream is then transmitted to an information network node (80).

Abstract: A client-server network enables interconnection to both the Internet and switched network. In response to a received client service request, a connection is established over the Internet between a client and a server. Client information transmitted from the client to the server over the Internet connection is used to enable the server to provide the requested service by establishing a switched network connection to the client using a client's communication number determined from the client information.

Abstract: An apparatus and a method for enhancing telephony trunk routing includes a call requirements assessor which identifies call requirements associated with a call request. In particular, the call requirements assessor recognizes call requests which are indicative of speaker-phone calls and conference calls. A comparison processor responds to call data received from the call requirements assessor bad comparing the call requirements of a particular call with the quality of service capabilities of an Internet telephony trunk and a non-Internet telephony trunk. A call request which includes a request for a speaker-phone call or a conference call triggers the comparison processor to instruct a call router to route a call via the non-Internet telephony trunk.

Abstract: A method and system (100) establishes voice communications between a computer user (102) and an agent (104) of a business over a computer network, such as the Internet (108). Using a user computer (106), the computer user (102) views advertisments of the business' products or services on the Internet (108) via customized home pages (200). When the user (102) wishes to order a product or ask additional questions about a product, the user (102) activates a "call me" button (210). A return call screen (300) is then presented to the user (102) with areas to insert a name (302), a telephone number (304) and a time to call (306). This information is packetized in a call request which is transmitted over the Internet (108) to a telephone switching system (112) associated with the business. The telephone switching system (112) subsequently dials the telephone number (304) at the time to call (306).

Abstract: A method for enabling a plurality of Local Service Providers within a common Numbering Plan Area (NPA) to serve Subscribers of the plurality of Local Service Providers. The method includes the step of assigning to each Subscriber of a Local Service Provider within the common NPA a unique three digit code, hereinafter referred to as an SPA code. The service provider area (SPA) code is used by the telephone system in the same manner presently used for routing calls made when a calling Subscriber dials the NPA code of the called party. Here, however, the SPA code is not dialed by the calling Subscriber. The dialed directory number, NXX-XXXX, of a called Subscriber subscribed to a different Local Service Provider, is sent to a database. The database maintains a record of the relationships between the directory numbers of Subscribers and the SPA codes of the Subscribers. The database retrieves the SPA code associated with the dialed directory number presently serving the called Subscriber.

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 teleworking facility is provided with a Computer/Telephony Integration ontroller connected to a private automatic branch exchange (PABX) and arranged to select an available one of a set of terminals to receive the identity of a teleworking agent requesting work (or select the identity of a teleworking agent to be offered work), and to command an automatic call distribution (ACD) system to record the teleworking agent's identity in association with the identity of the selected terminal. When the controller detects that the ACD system has connected an incoming call to the selected terminal, it commands the PABX to make an outgoing external call to the teleworking agent at the recorded remote terminal and to join the two calls in conference mode.

Abstract: A system (33) for outbound dialing for call centers (11) place an outbound dialer (21) at network level (13), and client call centers provide destination number calling lists. The outbound dialer (21), upon completing a call to a destination number, connects the completed call to a routing point at a client call center. The system (33) may be CTI-enhanced, and can be hosted by a client of a network provider, or by the network provider. Clients may subscribe to the network provider for service, providing calling lists and routing points, and completed calls may be routed to call centers operated by different clients. The architecture and method of the system (33) minimizes the number of leased lines required by each call center taking advantage of the system (33).

Abstract: An apparatus and method for providing a telephone operating company with the ability to rapidly deploy advanced services into a public switched telephone network includes a programmable switch matrix, a service control unit (SCU), and a media resource unit (MRU). The call processing of a call (associated with one or more ports on the programmable switch matrix) is controlled externally by the SCU when particular triggering criteria is met (i.e., the call requires or desires control by the SCU). Call control processing is achieved through a high-speed communications link between the programmable switch matrix and the SCU using a communications protocol defining a comprehensive set of primitives (instructions) for call manipulation and control at the programmable switch matrix. The SCU executes different service application software programs that operate within the SCU for different types of service calls that are under the control of the SCU.

Abstract: A call servicing system allows service agents to service calls from customers. The system includes local customer switches, local agent switches, and a customer database connected to a network call center. The local customer switches direct calls to and from the customers and the local agent switches direct calls to and from the service agents. The customer database stores information regarding the customers sending the calls. The network call center receives a call from a first one of the customers, queries the customer database to retrieve customer information corresponding to the first customer, and concurrently routes the customer call and the corresponding customer information to one of the service agents.

Abstract: A call servicing system facilitates the servicing of customer calls by service agents. The call servicing system includes local customer switches, local agents switches, a network switch, and an Automatic Call Distribution (ACD) server. The local customer switches direct calls to and from the customers and the local agent switches direct calls to and from the service agents. Remote service agents connect to the local agent switches using a single standard telephone line. The network receives a call from one of the customers, detects information from the customer call, and routes the customer call to a remote service agent over the single standard telephone line. The ACD server receives the detected information from the network switch, determines that the remote service agent can service the customer call, and controls the network switch to route the customer call to the remote service agent over the single standard telephone line.

Abstract: A phone service for preventing missed connections and "phone tag" that commonly happens and, in particular, helps people contact people who are traveling is disclosed. A user registers the phone number at which he or she is currently located with a service controller which maintains a database of such user registrations. The user may also prioritize the identities of other users with whom he or she wishes to contact. When the service controller determines that a first user wishes to get in contact with a second user and that both users have current locations registered in the database, then the service controller will call both users and connect them to each other.

Abstract: A method for enabling a plurality of Local Service Providers within common a Numbering Plan Area (NPA) to serve Subscribers of the plurality of Local Service Providers. The method includes the step of assigning to each Subscriber of a Local Service Provider within the common NPA a unique three digit code, hereinafter referred to as a SPA code. The service provider area (SPA) code is used by the telephone system in the same manner presently used for routing calls made when a calling Subscriber dials the NPA code of the called party. Here, however, the SPA code is not dialed by the calling Subscriber. The dialed directory number, NXX-XXXX, of a called Subscriber subscribed to a different Local Service Provider, is sent to a database. The database maintains a record of the relationships between the directory numbers of Subscribers and the SPA codes of the Subscribers. The database retrieves the SPA code associated with the dialed directory number presently serving the called Subscriber.

Abstract: A method and apparatus for providing operator consoles with enhanced customer support for automated telecommunication services on an intelligent overlay network (104) is disclosed. Operator and customer services are provided by an intelligent network (102). The intelligent network (102) comprises: an automated call distributor (116); an application processor (118); an advanced intelligent network gateway (AIN Gateway) (120); a validation gateway (122); and enhanced operator consoles (126). The AIN Gateway provides the intelligent network with an interface to the intelligent overlay network. This allows components within the intelligent network to communicate with components in the intelligent overlay network, and vice-versa. The validation gateway provides the intelligent network with an interface to credit card validation systems (114), and is used to apply charges to customer credit cards.