Abstract: A validation service offers the ability to validate a telephone conference. The validation service can verify that a telephone number and a pass code can be used to access the telephone conference at the time the telephone conference is scheduled. The validation service can also inform users about changes to the scheduled telephone conference, and provide alternative telephone numbers that can be used to access the telephone conference.

Abstract: A system and method are disclosed for intelligent formatting of VoIP telephone numbers. The intelligent VoIP formatting system includes a presentation and user interface layer, an E.164 formatting engine, a location routine, and a database of telephone number data which are used to deconstruct input telephone numbers and reconstruct them as E.164 compliant telephone numbers.

Abstract: Methods and systems for scheduling a call between parties are disclosed. A system enables a first party to schedule a call with a second party at a scheduled time period. The system includes a database having stored therein an availability of at least one first party for calls for a plurality of time periods. The system can be accessed by a second party. The availability of a specific first party for a call at a scheduled time period based on the plurality of time periods is determined. The scheduled time period is selected by the second party for the call with the first party. The second party selects a mode of the call between the second party and the first party at the scheduled time period. In a first mode, the system establishes communications with the second party and the system enables communications between the second party and the first party. In a second mode, the second party calls the first party directly.

Abstract: A method and apparatus for blocking at least one pay-per-use feature in a communications network is described. In one embodiment, a request to initiate at least one pay-per-use feature from at least one endpoint device associated with a subscriber is received. A determination of whether a blocking function has been activated for the at least one pay-per-use feature is then made. Afterwards, the request to initiate the at least one pay-per-use feature is blocked if the blocking function is activated.

Abstract: A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available.

Abstract: Described herein is a method and apparatus for connecting packet telephony calls between secure networks and non-secure networks. A first telephony stream having information content for delivery to a first address may be received wherein the first telephony stream is formatted according to a first communication protocol used by a first network. The first telephony stream may be terminated at a secure boundary between the first network and a second network. A second address associated with the first address may be identified. A second telephony stream having the information content and formatted according to the second communication protocol may be delivered to the second address.

Abstract: The present disclosure is directed to a system and method to manage calls in a call center. The method includes receiving a call from a caller. The method also includes transmitting an estimated wait time to the caller. The method also includes prompting the caller with a wait option and a receive return call option. The method also includes prompting the caller with a schedule return call option when the caller selects the receive return call option.

Abstract: The invention pertains to a method for retrieving at least one piece of information regarding a telephone communication between at least two telephone terminals (2, 3) belonging to different users (20, 30) via a communication server (1), from at least one of the telephone terminals (2, 3). The invention further pertains to the corresponding communication server (1). The inventive information retrieval method comprises the steps of the communication server detecting the closing of communication by one of the users (20, 30) and the communication server (1) activating, for at least one of the users, an information retrieval service (1). The retrieval service comprises, for each of the users (20, 30) for which it is activated, the steps of selecting a form based on a criterion, submitting the form to the user (20, 30), and transmitting the completed form, along with said at least one piece of information, to a database (4).

Abstract: The disclosure provides a method for performing a communication transfer service for an access gateway control function user, comprising: after the AGCF user accesses to a public Switched Telephone Network/Integrated Services Digital Network Emulation Subsystem (PSTN/ISDN Emulation Subsystem (PES)), performing the communication transfer service for the AGCF user, by applying a tight/loose coupling mode between an AGCF and an application server (AS) and by applying an AS main control/end to end control mode between the AS and non-AGCF users. The disclosure also provides a system for performing a communication transfer service for an access gateway control function user, comprising: a communication transfer unit configured to perform the communication transfer service for the user belonging to the AGCF by applying a tight/loose coupling mode between the AGCF and an application server (AS) and by applying an AS main control/end to end control mode between the AS and non-AGCF users.

Abstract: Methods, systems, and products enable a healthcare facility to process incoming communications.

Abstract: Embodiments of the invention are directed to a computer-implemented method of performing a quality evaluation. The method may include selecting from a plurality of interaction recordings at least one interaction recording according to at least one KPI. The method may include associating a selected interaction recording with a predefined evaluation form, presenting interactions selected for evaluation to an evaluator and performing a predefined action based on a result of the evaluation.

Abstract: A system and method provisions dynamic call models within a network having a serving node for providing session control for user endpoint (UE) devices. A user endpoint device (UE) with agent logic, expresses dynamic context of the UE in a message and sends said dynamic context message to a serving node. The dynamic context includes a subset of devices that could be used as UEs or associated devices, network connections that terminate or emanate from said devices that could be used as UEs or associated devices, and capabilities of said devices that could be used as UEs or associated devices. The serving node logic receives said context message from the UE and constructs a dynamic call model in response. The dynamic call model having filter codes to associate service codes with application servers (ASs) in communication with the network, and each AS having service logic to provide a service.

Abstract: A method for migrating from an old communication switch to a new communication switch is provided according to the invention. The old communication switch interfaces between a packet telephony network and a circuit switched telephony network. The method includes configuring the old communication switch to signal the new communication switch and swinging one or more logical links from the old communication switch to the new communication switch until all logical links between the circuit switched telephony network and the old communication switch have been swung.

Abstract: A subscriber to a universal point of contact service designates a preferred point of contact at which a communication initiator, such as a telephone caller, can contact the subscriber. Such an initiator desiring to contact the subscriber uses the subscriber's email address to establish a communication session with a device associated with the subscriber's preferred point of contact. The subscriber's email address is input to an initiating device, preferably a telephone or facsimile machine, using an entry device capable of entering an email address. A requestor unit, receiving the email address, locates a repository of the subscriber's point of contact information, and requests that information. The repository sends the point of contact information the subscriber has designated as preferred, and the requester unit uses that information to control a telephone switch to establish a communication session between the initiating device and the subscriber's preferred point of contact device.

Abstract: According to one embodiment of the invention a method for facilitating communication includes receiving an indication that a caller desires to camp-on a telephone associated with a campee and in response to the indication assigning the caller to a camper queue that stores a prioritized list of a plurality of campers camping on the telephone associated with the campee.

Abstract: A system for conducting a conference call based on a community document. The system includes a data network, a first conference client device and a second conference client device communicatively coupled to the data network, wherein the first conference client device is associated with a first user of the conference call and the second conference client device is associated with a second user of the conference call, and a conference server device communicatively coupled to the data network.

Abstract: The call center processing system disclosed enhances the capabilities of traditional call centers. In particular, the processing system allows a call center to receive, aggregate, and index many different types of media obtained from a wide variety of sources and that relate to many different types of incidents. Thus, for example, the processing system provides a third party with the option of submitting call phone camera pictures, audio input, video camera footage, and other types of media when reporting an incident to the call center. The call center may be an emergency number (e.g., 911) call center, a service center (e.g., for a home appliance), a news reporting call center, or any other type of interactive information exchange.

Abstract: A system and method for event notification and access control for Distributed Hash Tables (DHTs) using an event triggering mechanism for DHT-based Peer-to-Peer (P2P) overlay networks is described. According to an embodiment of the invention, a user interested in certain event can insert a trigger into the DHT. When the event occurs, the trigger fires and causes a pre-defined action to be executed. According to another embodiment of the invention, a user peer inserts a trigger resource record, which includes instructions to execute a specified action upon occurrence of the event, into the DHT. A monitored resource record, with which the event is or will be associated, is identified. A monitoring peer, responsible for maintaining the monitored resource record, is then identified. The trigger resource record is maintained at the monitoring peer.

Abstract: A method for implementing a number portability (NP) service includes: by a local NP database, receiving a called user number from a switching device; determining an NP database storing NP data of the callee according to a preset correspondence between the called number and identifiers (IDs) of NP databases storing the NP data of the callee; and obtaining the NP data of the callee from the determined NP database and returning the obtained NP data to the switching device so that the switching device routes a call to the callee according to the returned NP data. In addition, a system for implementing an NP service is provided, including an NP database and a switching device. Two types of NP databases are also provided. With the present invention, each NP database only needs to store partial NP data, which lessens the load of each NP database in storing and updating NP data.

Abstract: Methods and systems for determining call types are described herein. An intelligent node is configured to determine whether a call is a mobile-to-mobile call between subscribers of a telecommunication service provider based on a response to a request from the intelligent node. The intelligent node may further be configured to send a state request to an interconnecting network of the telecommunication service provider. A node of the interconnecting network determines whether a serving subscriber identifier is included in a routing database of that node. If the identifier is not included, the node responds with an error message. If the identifier is included, the node communicates with a relay function and responds to the request with a state received from the relay function. The intelligent node may also be configured to send an ENUM query and receive an identifier of the telecommunication service provider associated with the serving subscriber.