Abstract: A call-handling system and its method of operation are disclosed. The call-handling system comprises a communication system and a call center. The communication system receives a call, and in response, transfers a query. The call center receives and processes the query to select a packet address of a call center resource at the call center. The call center transfers a response indicating the selected packet address of the call center resource. The communication system receives the response indicating the selected packet address of the call center resource and transfers the call to the call center in voice packets having the selected packet address of the call center resource. The call center receives the voice packets having the selected packet address of the call center resource and routes the voice packets to the call center resource based on the selected packet address.

Abstract: The invention provides a call center communication system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing the call to the call center resource. The invention includes a first communication system that receives and processes the initial signal to select a call center resource processor and generates and transmits an address query for the call center resource processor. After receiving an address response including an absolute address for the call, the first communication system processes the address response to generate route information to cause a second communication system to route the call to a call center resource in call packets containing the absolute address. The first communication system transmits the route information including the absolute address for the second communication system.

Abstract: A method and apparatus are disclosed for providing pre-pay and post-pay calls. After receiving a pre-pay call, an integrated service platform obtains and transfers a pre-pay destination number and a pre-pay validation parameter to a switching system. The switching system then releases the pre-pay call extension to the integrated service platform and extends the pre-pay call using the pre-pay destination number. As the pre-pay call is in progress, the switching system monitors a duration of the pre-pay call and terminates the pre-pay call if the duration meets or exceeds a pre-pay amount indicated by the pre-pay validation parameter. In this manner, integrated service platforms, as required by prior approaches, are no longer required to be connected to the pre-pay call for the entire duration of the pre-pay call. Rather, an integrated service platform can request and receive authorization and call destination information, then be released for use by other calls.

Abstract: A routing system provides internet service providers with internet routing support for internet communications. The routing system receives a query from an internet service provider and responds with the appropriate internet address to transport communications over the internet. The internet address may direct the communications to an internet gateway or to the routing system itself. The routing system can forward the communications to a destination over the public telephone system. The routing system may process a telephone number to identify the proper internet address for the communication. The routing system may also provide internet gateways for use by the service providers.

Abstract: The invention provides a call processing system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing the call to the call center resource. The invention includes a call processing system that transmits an service control point (SCP) query for an SCP after receiving an initial signal for the call. The SCP then transmits an address query for the call center resource processor and receives an address response including the absolute address for the call from the call center resource processor. The SCP transmits an SCP response including the absolute address for the call processing system. The call processing system processes the SCP response to generate a route instruction to cause a network element system to route the call to a call center resource in call packets containing the absolute address. The call processing system transmits the route instruction for the network element system.

Abstract: A method and apparatus are disclosed for validating pre-pay and post-pay calls using an integrated validation database. The integrated validation database receives a pre-pay query including a pre-pay account code. The integrated validation database retrieves a pre-pay validation parameter based on the pre-pay account code. The integrated validation database then transmits a pre-pay validation response including the pre-pay validation parameter. The integrated validation database receives a post-pay query including a post-pay account code. The integrated validation database retrieves a post-pay validation parameter based on the post-pay account code. The integrated validation database transmits a post-pay validation response including the post-pay validation parameter.

Abstract: For call center calls in queue, a queue system controls the provision of service information based on caller data. Service information such as advertising messages, audio entertainment, and interactive applications based on caller data creates a personalized and customized service for the customer. The queue system receives caller data for the call in the queue. Caller data is data related to the caller such as caller number, called number, and caller entered digits. The queue system then identifies the service information based on the caller data and provides the service information to the call in the queue. The queue system provides numerous advantages such as cost effective advertising, enhanced marketing campaigns targeting specific call center customers, improved customer satisfaction, and reduced rates of call abandonment for calls waiting in the queue.

Abstract: A method and apparatus are disclosed for providing pre-pay and post-pay calls. A switching system receives the call where the switching system is class 4 or class 5. The switching system extends the call toward an integrated service platform. The switching system then receives the call destination number and the call validation parameter. The switching system releases the call extension to the integrated service platform and extends the call using the call destination number if the call validation parameter allows the call. The switching system monitors a duration of the call and terminates the call if the duration meets or exceeds an amount indicated by the call validation parameter. One advantage for post-pay calls is the provision of post-pay calls service such as messaging and validation is centralized in the integrated service platform, which reduces the time and cost of maintaining the post-pay service.

Abstract: The invention provides a call processing system to handle calls to a call center. The invention includes a call processing system that transmits a service control point (SCP) query for an SCP after receiving an initial signal for the call. The SCP then transmits an address query for the call center resource processor and receives an address response including the absolute address for the call from the call center resource processor. The SCP transmits an SCP response including the absolute address for the call processing system. The call processing system processes the SCP response to generate a route instruction to cause a network element system to route the call to a call center resource in call packets containing the absolute address. The call processing system transmits the route instruction for the network element system.

Abstract: The invention provides a call center communication system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing the call to the call center resource. The invention includes a first communication system that receives and processes the initial signal to select a call center resource processor and generates and transmits an address query for the call center resource processor. After receiving an address response including an absolute address for the call, the first communication system processes the address response to generate route information to cause a second communication system to route the call to a call center resource in call packets containing the absolute address. The first communication system transmits the route information including the absolute address for the second communication system.

Abstract: A method and apparatus are disclosed for providing pre-pay and post-pay calls. After receiving a pre-pay call, an integrated service platform obtains and transfers a pre-pay destination number and a pre-pay validation parameter to a switching system. The switching system then releases the pre-pay call extension to the integrated service platform and extends the pre-pay call using the pre-pay destination number. As the pre-pay call is in progress, the switching system monitors a duration of the pre-pay call and terminates the pre-pay call if the duration meets or exceeds a pre-pay amount indicated by the pre-pay validation parameter. In this manner, integrated service platforms, as required by prior approaches, are no longer required to be connected to the pre-pay call for the entire duration of the pre-pay call. Rather, an integrated service platform can request and receive authorization and call destination information, then be released for use by other calls.

Abstract: A prepaid service assurance system provides service assurance for a prepaid telecommunication system by generating a call to the prepaid telecommunication system. In response to the call, the prepaid service assurance system then receives an actual response from the prepaid telecommunication system and automatically compares the actual response with an expected response for the prepaid telecommunication system. In other embodiments, the prepaid service assurance system determines whether a modification action is needed based on the comparison of the actual response and the expected response. If the modification action is needed, the prepaid service assurance system identifies the modification action based on the determination that the modification is needed. Once the modification action is identified, the prepaid service assurance system transmits an instruction to provide the modification action for the prepaid telecommunication system.

Abstract: The invention provides a call processing system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing the call to the call center resource. The invention includes a call processing system that receives an initial signal, processes the initial signal to identify a call center resource processor, generates the address query for a call center resource processor, and transmits the address query from the call processing system. Once an address response from the call center resource processor including an absolute address for the call is received, the call processing system generates an instruction to cause a network element system to route the call to a call center resource with the absolute address. At the call center resource, no translation of the call is needed to direct the call to the call's final destination, an agent, interactive voice response, or voice response unit.

Abstract: A routing system provides internet service providers with internet routing support for internet communications. The routing system receives a query from an internet service provider and responds with the appropriate internet address to transport communications over the internet. The internet address may direct the communications to an internet gateway or to the routing system itself. The routing system can forward the communications to a destination over the public telephone system. The routing system may process a telephone number to identify the proper internet address for the communication. The routing system may also provide internet gateways for use by the service providers.

Abstract: The invention provides a call processing system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing the call to the call center resource. The invention includes a call center resource processor that receives an address query from a communications system for an absolute address of a call center resource. The call center resource processor processes the address query to identify the absolute address. After identifying the absolute address, the call center resource processor generates an address response with the absolute address for the call center resource. The call center resource processor transmits the address response with the absolute address from the call center resource processor for the communications system to route the call using the absolute address.

Abstract: A prepaid service assurance system provides service assurance for a prepaid telecommunication system by generating a call to the prepaid telecommunication system. In response to the call, the prepaid service assurance system then receives an actual response from the prepaid telecommunication system and automatically compares the actual response with an expected response for the prepaid telecommunication system. In other embodiments, the prepaid service assurance system determines whether a modification action is needed based on the comparison of the actual response and the expected response. If the modification action is needed, the prepaid service assurance system identifies the modification action based on the determination that the modification is needed. Once the modification action is identified, the prepaid service assurance system transmits an instruction to provide the modification action for the prepaid telecommunication system.

Abstract: In a telecommunications network, a network host call server determines whether a call placed using a prepaid calling card was issued by a vendor other than the telecommunications carrier and if so, queries a database associated with the issuing vendor for information representing the telecommunications services associated with the card.

Abstract: A system and method for conducting a dial-in telephone poll prompts callers at remote terminals to participate in the poll by selectively dialing a telephone number corresponding to a specific response to the poll. Each call from a poll participant is received at a switch that is the originating switch for that call. The originating switch also receives caller data indicating the dialed number associated with the call. This caller data is forwarded to a processor associated with the originating switch for counting the number of calls placed to each telephone number associated with the poll. The associated processor may also include a polling table containing a list of telephone numbers associated with the poll and a corresponding list of message IDs. Upon receiving caller data from an originating switch, the associated processor increments a counter for the dialed number and returns a corresponding message ID to the originating switch.