Abstract: A method and apparatus for translating a domain name representing a telephone number into a network protocol address includes a domain name server architecture containing logic responsive to a telephone number domain name, the telephone number domain name representing the country code, area code, exchange, or subscriber number of a subscriber apparatus telephone number. The logic resolves the telephone number domain name into a network protocol address usable in ultimately initiating a communication with the subscriber apparatus on a circuit-switched network. In one embodiment, a hierarchical tree of domain names and subdomain names representing the country codes, area codes and exchange codes of telephone numbers is constructed to assist in the process of resolving domain names to network protocol addresses.

Abstract: A finite state machine is implemented by encapsulating the portions of a state table, which are associated with each state in a state object. Each state object is instantiated when the associated state is entered and destroyed when the state is exited. Since memory is only allocated at runtime when an object is instantiated and in existence, the amount of memory required to implement the state table is minimized. The state class from which the state object is instantiated can be subclassed. In accordance with normal object-oriented class design, a subclass inherits the state table of its parent class. However, the subclass allows table rows to be added and table rows present in the parent class to be overwritten in the subclass. The state table in each state class includes methods that are called when the class is created and destroyed.

Abstract: A technique for matching Internet telephone calls originating on a packet-switched data network with legacy automatic call distribution centers on a public switched telephone network utilizes a gateway architecture to accommodate disparate network architecture and protocols. The gateway receives a call on an Internet Protocol-based network, placing the call in queue at a gateway port, and places an analogous call over a traditional PSTN line to a legacy call center. The gateway provides the call center with information identifying the port at which the IP based call is queued. The call center is provided with software capable of resolving the identification information into the network protocol address of the gateway and the actual port for establishing a dual communication path, both over a PSTN network, and an Internet protocol address to the caller.

Abstract: A method and apparatus for enabling communication between packet-switched data networks and circuit-switched communication networks utilizes the existing domain name system infrastructure of the Internet to resolve traditional PSTN telephone numbers into domain names, and, using one or more domain name servers, locate the network protocol address of a gateway capable of connecting an executing task on the packet-switched data network to the desired terminating apparatus on the circuit switched communication network. Also disclosed is a gateway architecture capable of performing the cross network connections as well as domain name server architecture which stores the segments of a telephone number, such as country code, area code and exchange, in a hierarchical tree configuration.

Abstract: A method and apparatus for enabling communication between packet-switched data networks and circuit-switched communication networks utilizes the existing domain name system infrastructure of the Internet to resolve traditional PSTN telephone numbers into domain names, and, using one or more domain name servers, locate the network protocol address of a gateway capable of connecting an executing task on the packet-switched data network to the desired terminating apparatus on the circuit switched communication network. Also disclosed is a gateway architecture capable of performing the cross network connections as well as domain name server architecture which stores the segments of a telephone number, such as country code, area code and exchange, in a hierarchical tree configuration.

Abstract: An automatic call distribution system capable of receiving incoming calls originating on either circuit-switched or packet-switched networks utilizes an automatic call distribution (ACD) server for receiving and routing incoming calls and a control center module for dynamically configuring a plurality of agent processes to which the incoming calls may be transferred. The agent processes, control center and ACD server may be separated geographically, but operatively coupled via a computer network. The incoming calls contain user information which enables calls to be routed by the ACD server according to a plurality of different criteria. A graphic user interface enables a system user to dynamically monitor the status of agent processes and reconfigure both queues and the agent processes associated with a queue in response to call loads and agent resource availability.