Abstract: A system and method for providing PBX-like functionality at a mobile location includes the capability of maintaining a network session with a mobile number associated with a remote worker. The system utilizes a remote office platform interposed between a data communications network and a conventional PBX switch. A remotely located individual (such as a telecommuter) “logs in” to the remote office platform and, once the individual is authenticated, PBX-like communication with the mobile device is established. If the device is a computer-enabled device and includes a display, the platform can enable a graphical user interface emulating a PBX station set to the device. Alternatively, the remote worker can enter either spoken commands or series of DTMF sequences to utilize the PBX-like features. For these applications, the remote office platform includes a speech recognition module and a translation table for converting a sequence of DTMF tones into a PBX-like call feature (e.g., transfer, hold, mute, etc.).

Abstract: A baffle for use in a cavity of a structural member is disclosed. In an embodiment of the invention, the baffle includes a support member having a first wall and a second wall. The first wall is spaced apart from the second wall so as to define an acoustical gap of predetermined dimension therebetween. A sealing material is operably coupled with and supported by at least a portion of the support member.

Abstract: A method of handling incoming calls directed to a virtual communication subscriber is disclosed. An incoming call intended for the virtual communication subscriber is received at a communication device. A call is placed to the communication device using contact information provided by the virtual communication subscriber. Extension information is provided to a SLS when the call is answered which corresponds to a communication line associated with the communication device. Upon connection to the communication device, the incoming call is bridged with the call placed to the communication device.

Abstract: A method of purchasing an item by a purchaser includes providing an identity of the item to the purchaser over the Internet on a vendor server. The purchaser then places a telephone call over a telephone network to a billing server. During the telephone call, the billing server receives a billing amount for the item and a financial account. The billing server provides a confirmation number to the purchaser during the telephone call. The purchaser then sends the confirmation number to the vendor server. After verifying the confirmation number, the vendor sends the item to the purchaser and the vendor server sends the confirmation number to the billing server over the telephone network.

Abstract: A system and method for providing PBX-like functionality at a remote office location includes the capability of maintaining a network session with a mobile number associated with the remote worker once the worker terminates the remote office session. The system utilizes a remote office platform interposed between a data communications network and a conventional PBX switch (located either at a subscriber-based office location or within the communication network and shared by a number of different subscribers). A remotely located individual (such as a telecommuter) “logs in” to the remote office platform and, once the individual is authenticated, a graphical user interface (GUI) emulating a PBX station set is enabled at the remote employee's personal computer, the GUI including a field for entry of the user's mobile number.

Abstract: Paging, cellular telephone or other messaging functionality is incorporated into a virtual contact center system to permit logged-off customer service representatives (CSRs) to be alerted to a need to logon to the system, and to permit CSRs to alert supervisors or specialists to logon to the system. Matching at a contact control server of existing conditions to predetermined criteria, e.g., failure to login at an assigned time, or specified network conditions (such as length of customer queues), triggers a command for a communication to one or more logged-off CSRs. Results of follow-up testing at the contact control server for matches causes page requests to be renewed, redirected or canceled.

Abstract: A method of handling incoming calls directed to a virtual communication subscriber is disclosed. An incoming call intended for the virtual communication subscriber is received at a first communication device. A call is placed to a second communication device using contact information provided by the virtual communication subscriber. Extension information is provided to a guest PBX when the call is answered which corresponds to a communication line associated with the second communication device. Upon connection to the second communication device, the incoming call is bridged with the call placed to the second communication device.

Abstract: A virtual contact center system includes facilities for delivering voice authentication prompts upon callback to a CSR who has logged in via a computer link. More particularly, in an illustrative embodiment of the present invention a voice response unit (VRU) provides a voiced sequence of random characters to a CSR under the control of a contact control server. Upon receipt of the sequence, the CSR seeking authentication keys in the same or a related character sequence for delivery over the computer link to the contact control server. When the keyed sequence from the CSR is received at the contact control server in an expected form, the CSR is determined to be authentic. In appropriate cases, either or both of the voice prompt from the contact control center VRU or the keyed character sequence from the CSR may be encrypted to further raise the certainty of authentication.

Abstract: A virtual contact center (VCC) system includes facilities for full participation by a VCC monitor in a transaction between a customer and a customer service representative (CSR) using virtual network computing (VNC) techniques. A second display system remote from a first computer system actively views and controls the computing desktop at the first computer. Thus, one or more virtual contact center monitors can simultaneously view a CSR desktop, including windows containing merchant applications. Moreover, use of VNC programs permits a monitor to directly control the selection, display, data entry and interaction with such merchant applications and customer in exactly the same manner, and to the same extent, as a CSR.

Abstract: A network interface unit is provided for use intermediate a LAN and a public or private network, or a combination of both, for establishing secure links to a VPN gateway. Login by a LAN client with the network interface unit, addressing, authentication, and other configuration operations achieved using a web page-based GUI are applied in establishing tunnels from LAN clients to desired VPN destinations. Illustrative network interface units include a DHCP server and provide encryption-decryption and encapsulation-decapsulation of data packets for communication with VPN nodes. Configuration and connection of a client are further enhanced by a built-in DNS server and other functional servers to provide a high degree of autonomy in establishing connections to a desired VPN gateway via an ISP or other public and/or private network links to. The interface unit then performs required authentication exchanges, and required encryption key exchanges.

Abstract: A telephone network arranged to give a telephone call placed to a called party's personal telephone number a particular call treatment that is selected as a function of the particular one of a plurality of predefined areas in which the called party is determined to be located, each of the plurality of predefined areas having at least two telephone stations with different telephone numbers located therein. The location of the called party is determined from the location of a two-way pager associated with the called party as detected by a paging antenna, e.g., tower, of a conventional two- way paging system that was not necessarily installed for use in completing telephone calls. For each personal telephone number, a table is stored associating a call treatment with one or more of the areas. The particular call treatment associated with an area is applied to calls to the personal telephone number when he is within that area.

Abstract: A cable access network includes a cable trunk amplifier connected over a coaxial cable to A plurality of cable data modems to provide backup power to the cable modem during power outages experienced by either the trunk amplifier or the modems, thereby insuring uninterruptible IP telephone service. The trunk amplifier applies a DC voltage across the conductors of the coaxial cable. An AC/DC power converter and regulator and also a backup battery are sources of power for the DC voltage applied to the coaxial cable. A power outage sensor selectively connects either the AC/DC power converter and regulator or, alternately, the backup battery to the cable, depending on whether there is an outage sensed at the trunk amplifier. Each cable data modem connected to the trunk amplifier is partitioned into IP voice circuits and other circuits not contributing to the IP voice function. The other circuits include, for example, video/audio receiver circuits and IP data transceiver circuits.

Abstract: A system and method for providing PBX-like functionality at a remote office location utilizes a remote office platform interposed between a data communications network and the conventional office PBX. A remotely located individual (such as a telecommuter) can “log in” to the remote office platform and, once the individual is authenticated, the platform can “push” a graphical user interface emulating a PBX station set to the remote employee's personal computer. As the individual activates the various PBX-like features (by “clicking” on a particular button on the screen) a command is returned to the remote office platform and ultimately communicated to the office PBX to affect the desired result (e.g., call transfer, hold, conference, etc.). Inbound traffic to the office PBX destined for the remote individual will be immediately forwarded by the PBX to the remote office platform to be communicated to that person's “soft phone” on the personal computer.

Abstract: A data network-based teleconferencing platform is implemented to allow individuals to set up and control conference calls over the conventional voice network, even individuals without direct access to a teleconference-enabling element (such as a PBX switch). A network-controlling server (such as a CTI server), in conjunction with a web server, are located in the data network and used to interface between the individual and a conventional conference element (such as a PBX switch). The web server responds to data commands from the indvidual to set up a conference call, and may use directory listings stored in a data base at the platform to retrieve the necessary call set-up information. The call set-up information is then sent from the web server to the CTI server, which translates this information into telecommunication commands and forwards the commands to the PBX switch, where the PBX switch then sets up the call in its usual fashion.

Abstract: A network interface unit is provided for use intermediate a LAN and a public or private network, or a combination of both, for establishing secure links to a VPN gateway. Login by a LAN client with the network interface unit, addressing, authentication, and other configuration operations achieved using a web page-based GUI are applied in establishing tunnels from LAN clients to desired VPN destinations. Illustrative network interface units include a DHCP server and provide encryption-decryption and encapsulation-decapsulation of data packets for communication with VPN nodes. Configuration and connection of a client are further enhanced by a built-in DNS server and other functional servers to provide a high degree of autonomy in establishing connections to a desired VPN gateway via an ISP or other public and/or private network links to. The interface unit then performs required authentication exchanges, and required encryption key exchanges.

Abstract: A method for placing a call intended for an enhanced network user on hold is disclosed. A calling party is enabled to select the type of information which is provided to the calling party while the calling party is on hold by using a Distributed Feature Network (DFN) architecture. The DFN includes a plurality of feature boxes with each feature box being created for the purpose of enabling a particular communication feature. A call intended for one of a group of ENUs is received by the DFN and an estimated hold time is determined for the call. The hold time is communicated to a caller associated with the call and the caller is provided with a list of options for information to be received by the caller while the caller is on hold. The caller's selection of a hold option is received by the DFN. A feature box is created for providing the caller with the selected information option, and the call is connected to the created feature box.

Abstract: A method and system for consolidating multiple mailboxes into a single universal mailbox. The system comprises an agent, a user database, an application database and a mail repository. The agent searches a user database to determine the list of messaging systems the user subscribes to. The agent then recalls from the application database the procedures for accessing the messaging systems and logs onto each messaging system in turn to retrieve any new messages. The agent notifies the user of new messages according to a predefined notification method.

Abstract: The present invention provides a network terminating unit configured to receive communication signals associated with a packet telephony system and modify said signals to maintain the quality of service of a data network associated with the packet telephony system at or below a certain level of quality of service independent of the traffic load of the data network.

Abstract: A method for placing a call intended for an enhanced network user on hold is disclosed. A calling party is enabled to select the type of information which is provided to the calling party while the calling party is on hold by using a Distributed Feature Network (DFN) architecture. The DFN includes a plurality of feature boxes with each feature box being created for the purpose of enabling a particular communication feature. A call intended for one of a group of ENUs is received by the DFN and an estimated hold time is determined for the call. The hold time is communicated to a caller associated with the call and the caller is provided with a list of options for information to be received by the caller while the caller is on hold. The caller's selection of a hold option is received by the DFN. A feature box is created for providing the caller with the selected information option, and the call is connected to the created feature box.

Abstract: A system and method of using two-way paging to establish communications with a mobile party having a Personal Telephone Number. The mobile party uses the two-way pager to transmit call control parameters which are used by the telephone network to route calls directed to the party's PTN. The mobile party may also use the pager to transmit subsequent routing parameters which are used by the network to reroute calls which have been previously routed. The subsequent routing of a call may be performed at any time following a previous routing, even after the call has received answer supervision.