Abstract: Method and apparatus for controlling the ability of mobile agents to receive customer service calls to their mobile phone from a call center. A mobile station is installed with a client application featuring an agent profile and call processing rules that are updated from the call center. The mobile agent uses the mobile station for work by turning on a “work profile”, and the client application registers the mobile agent to the call center. With the work profile on, the client application will block personal calls, or any other calls originating elsewhere than the call center. Significant advantages are accrued as the companies running the call centers will gain greater control of their mobile agent workforce and can prioritize tasks better within the organization, without having to construct complex solutions that consult different network elements within the cellular radio network.

Abstract: A method and arrangement for establishing a conference call from a mobile station in a call centre environment. A user may choose conference call participants from his mobile phone, and a client application in the mobile phone will communicate relevant parameters to the call centre server, which will then call the conference initiator and other participants via the gateway server. The calls are handed over to the gateway server, which will digitize each call to an audio and/or video stream, typically an RTP stream. The streams are relayed to a computer where the streams are combined to form a successful conference call. The conference call is then recorded to a data file on the computer, and may be sent to participants or stored to a database with relevant metadata. The network infrastructure of the telecommunications network operator need not be consulted, nor is there any need for additional hardware.

Abstract: Packet network telecommunication systems, especially Internet Protocol (IP) telephony removes the need of explicit installing of TSP (TAPI service provider) software or other telephony software at each workstation. Application server software or corresponding control software is arranged to take care of all call control actions on behalf of the phone client software so that the phone client software only needs to receive and transmit speech data streams, and to communicate all control messaging from and to the particular phone client software via the communication link between the control software and the phone client software. Since modern operating systems include support for the user interface devices as well as transmitting and receiving real-time data streams, the phone client software does not require any specific interfacing software to be installed on the client workstation.

Abstract: Packet network telecommunication systems, especially Internet Protocol (IP) telephony removes the need of explicit installing of TSP (TAPI service provider) software or other telephony software at each workstation. Application server software or corresponding control software is arranged to take care of all call control actions on behalf of the phone client software so that the phone client software only needs to receive and transmit speech data streams, and to communicate all control messaging from and to the particular phone client software via the communication link between the control software and the phone client software. Since modern operating systems include support for the user interface devices as well as transmitting and receiving real-time data streams, the phone client software does not require any specific interfacing software to be installed on the client workstation.

Abstract: Packet network telecommunication systems, especially Internet Protocol (IP) telephony removes the need of explicit installing of TSP (TAPI service provider) software or other telephony software at each workstation. Application server software or corresponding control software is arranged to take care of all call control actions on behalf of the phone client software so that the phone client software only needs to receive and transmit speech data streams, and to communicate all control messaging from and to the particular phone client software via the communication link between the control software and the phone client software. Since modern operating systems include support for the user interface devices as well as transmitting and receiving real-time data streams, the phone client software does not require any specific interfacing software to be installed on the client workstation.

Abstract: A method and arrangement for establishing a conference call from a mobile station in a call centre environment. A user may choose conference call participants from his mobile phone, and a client application in the mobile phone will communicate relevant parameters to the call centre server, which will then call the conference initiator and other participants via the gateway server. The calls are handed over to the gateway server, which will digitize each call to an audio and/or video stream, typically an RTP stream. The streams are relayed to a computer where the streams are combined to form a successful conference call. The conference call is then recorded to a data file on the computer, and may be sent to participants or stored to a database with relevant metadata. The network infrastructure of the telecommunications network operator need not be consulted, nor is there any need for additional hardware.

Abstract: Packet network telecommunication systems, especially Internet Protocol (IP) telephony removes the need of explicit installing of TSP (TAPI service provider) software or other telephony software at each workstation. Application server software or corresponding control software is arranged to take care of all call control actions on behalf of the phone client software so that the phone client software only needs to receive and transmit speech data streams, and to communicate all control messaging from and to the particular phone client software via the communication link between the control software and the phone client software. Since modern operating systems include support for the user interface devices as well as transmitting and receiving real-time data streams, the phone client software does not require any specific interfacing software to be installed on the client workstation.

Abstract: Packet network telecommunication systems, especially Internet Protocol (IP) telephony removes the need of explicit installing of TSP (TAPI service provider) software or other telephony software at each workstation. Application server software or corresponding control software is arranged to take care of all call control actions on behalf of the phone client software so that the phone client software only needs to receive and transmit speech data streams, and to communicate all control messaging from and to the particular phone client software via the communication link between the control software and the phone client software. Since modern operating systems include support for the user interface devices as well as transmitting and receiving real-time data streams, the phone client software does not require any specific interfacing software to be installed on the client workstation.

Abstract: Method and apparatus for controlling the ability of mobile agents to receive customer service calls to their mobile phone from a call center. A mobile station is installed with a client application featuring an agent profile and call processing rules that are updated from the call center. The mobile agent uses the mobile station for work by turning on a “work profile”, and the client application registers the mobile agent to the call center. With the work profile on, the client application will block personal calls, or any other calls originating elsewhere than the call center. Significant advantages are accrued as the companies running the call centers will gain greater control of their mobile agent workforce and can prioritize tasks better within the organization, without having to construct complex solutions that consult different network elements within the cellular radio network.

Abstract: A method and apparatus for ensuring high availability of services in a communication server. In particular the invention relates to a method and apparatus for ensuring high availability of services in a software based contact centre. The invention is based on a developed application of virtual backup units for ensuring availability in a software based contact centre. The software based contact centre will have a high availability controller, which will have logical connections to virtual backup units on the same server, or different, even distributed servers. The virtual backup unit will typically contain a set of resources that could potentially fail. Once a failure of a resource takes place, a virtual backup unit may be initialised at any server, and some or all parts of the virtual backup unit are arranged to replace the failed resource.

Abstract: Packet network telecommunication systems, especially Internet Protocol (IP) telephony removes the need of explicit installing of TSP (TAPI service provider) software or other telephony software at each workstation. Application server software or corresponding control software is arranged to take care of all call control actions on behalf of the phone client software so that the phone client software only needs to receive and transmit speech data streams, and to communicate all control messaging from and to the particular phone client software via the communication link between the control software and the phone client software. Since modern operating systems include support for the user interface devices as well as transmitting and receiving real-time data streams, the phone client software does not require any specific interfacing software to be installed on the client workstation.