Abstract: A call center associated with an intelligent network has no service-specific executable application software running on its operator positions. Instead, each computer stores a set of templates which define respective screen displays, including text display areas and text input areas, and also a set of corporate logos. When an intelligent peripheral of the network is not able to proceed with a call in accordance with an application, a failure notification is sent to the network, which reroutes, i.e. connects, that call to the call center and sends a message including an identifier for a template to be used by an operator position in generating a screen display. The operator interacts with the customer, obtains information and enters this in the text entry areas, sends a return message to the network, which then sends a message containing an identifier for a template to be used for the next stage of that application.

Abstract: A call centre associated with an intelligent network has no service-specific executable application software running on its operator positions. Instead, each computer stores a set of templates which define respective screen displays, including text display areas and text input areas, and also a set of corporate logos. When an intelligent peripheral of the network is not able to proceed with a call in accordance with an application, a failure notification is sent to the network, which reroutes, i.e. connects, that call to the call centre and sends a message including an identifier for a template to be used by an operator position in generating a screen display. The operator interacts with the customer, obtains information and enters this in the text entry areas, sends a return message to the network, which then sends a message containing an identifier for a template to be used for the next stage of that application.