Abstract: A communication system and method include a first user agent initiating a telephone call to a second user agent. An intermediary agent establishes a first connection to the first user agent and a second connection to the second user agent. If the intermediary determines that the second user agent has placed the first user agent on hold, the intermediary terminates the first connection while maintaining the second connection on behalf of the first user agent. When the second user agent becomes available, it informs the intermediary. The intermediary then determines the availability of the first user agent. If the first user agent is available, it is connected to the second user agent. The agents preferably communicate over an IP network using session initiation protocol (SIP) compliant messages. The agents and the intermediary are configured to differentiate between a SIP message having a voice capable session description and a SIP message having an on-hold session description.

Abstract: A method, system, and program for origin device initiated caller identification are provided. In response to detecting a call extended to a destination device, extending a request from said destination device to an origin device requesting a voice utterance of the caller at said origin device. A caller identity associated with the voice utterance is identified at the destination device, such that a callee receiving the call at the destination device is informed of the caller identity before choosing whether to speak with the caller.

Abstract: A method, system and apparatus for bill payment over a PSTN. The method can include processing a call in the PSTN to establish a telephonic connection between a caller and a call center configured to process bill payments. The method further can include resolving an identity for the caller separate from the established telephonic connection. The identity can be routed to the call center over a data communications link unrelated to the telephonic connection. Finally, a bill payment process can be managed for the caller within the call center based upon the routed identity. Preferably, the resolving step can include querying a LIDB through a name resolution adapter disposed in the PSTN for identifying information for the caller. Further more, the processing step can include performing the resolving step responsive to receiving an SS7 message in an SCP to set up the telephonic connection between the caller and the call center.

Abstract: A method for processing the payment of a bill in the bill payment service can include detecting within a PSTN an attempt to establish a telephone call between a caller and a call center configured to process bill payments. An identity for the calling party can be resolved externally to the call center. Also, a telephonic connection can be established between the caller and the call center. Finally, the resolved identity can be forwarded to the call center over a data communications link which is separate and apart from the established telephonic connection. Preferably, the resolving step can include querying a LIDB through a name resolution adapter disposed in the PSTN for identifying information for the caller. Moreover, the resolving step can be performed responsive to receiving an SS7 message in an SCP to set up the telephonic connection between the caller and the call center.

Abstract: The present invention provides a method for dynamically reconfiguring views for business information dashboards. A dashboard is connected to an intelligent backend, which is also connected to the business information sources. A user can supply the intelligent backend with priority data about which information is to be displayed. The intelligent backend processes the data from the business sources, and determines the views to be shown by the dashboard.

Abstract: A method, an apparatus, and a computer program are provided to better analyze business activities. Metrics are utilized to mine information gathered on a businesses operations. At times of user labeled events, snap shots of the state of the business can be taken. Statistical analyses are performed on the data corresponding to the state of the business to determine if correlations between user labeled events and business activities. Therefore, a business can become more competitive by determining the behaviors that both help and hurt business operations.

Abstract: In accordance with an improved call routing methodology, a call is routed within a communication network by reference to one or more databases. In response to receiving a local number portability request at a service control point (SCP), the SCP accesses one or more databases to determine whether or not to apply custom call routing to a call directed to a called telecommunications number. In response to determining to apply custom call routing to the call, the SCP performs at least a second access to the one or more databases to obtain a local routing number (LRN) associated within the one or more databases with a calling telecommunications number associated with the call. The SCP thereafter provides the LRN to a service switch point in the communication network so that the call is routed to a called station associated with the called telecommunications number.

Abstract: A method, system and apparatus for name-alias based delivery of services through the public switched telephone network (PSTN). A method for resolving caller identity in a PSTN can include detecting an attempt to establish a telephone call between a calling party and a called party and prompting the calling party from within the PSTN for clarifying information. An alias for the calling party can be resolved based upon the clarifying information. Subsequently, the alias can be forwarded to the called party for use by the called party in identifying the calling party at the time of the telephone call.

Abstract: A method, system, and program for billing for orders placed from a destination device according to the calling plan of the individual receiving the call. An authenticated identity for a callee answering a call placed to a destination device is received at an intermediary device. The intermediary device then accesses a billing plan for the authenticated identity of the callee and loads the billing plan for specifying charges for the call. When an order is placed by the callee with a caller, billing specifications for the order are automatically filled in from the billing plan. Responsive to a single entry by the callee at the destination telephony device, an authorization for billing the order according to the billing specifications is generated.

Abstract: A method, system, and program for billing for order places from an origin device according to the current caller billing plan are provided. A billing plan associated with an authenticated caller identity of a caller using an origin device is accessed by a vendor order center during a call placed to the vendor order center. At least one account provider is specified in the billing plan. A selection of one from among multiple account providers is specified for the order. The caller then authorizes the order and a bill for the order is transferred according to the authenticated caller identifier and the authorization for the account provider selection, such that the vendor order center is enabled to bill for the order with limited authenticated account information.

Abstract: A method, system, and program for managing use of experts by callers waiting within a hold queue are provided. First, a call on hold in a hold queue is transferred to an expert system responsive to a request by the caller to speak with an expert. Then, responsive to detecting an answer by a party at the expert system, an authentication of the identity of the answering party is required. If the authenticated identity of the answering party matches an expected expert identity, then the call is connected to the expert, such that the expert is required to authenticate an identity before providing service to a call from the hold queue.

Abstract: A system and method for providing caller information across heterogeneous networks is provided. A Name Resolution Adapter (NRA) receives a message from a destination central office which includes a caller's telephone number and a call recipient's telephone number. The NRA retrieves a call recipient contract and caller authorization entries, and identifies caller fields that the call recipient is authorized to receive. The NRA includes the identified caller fields in a message to a Service Control Point (SCP), whereby the SCP retrieves caller attributes corresponding to the caller fields from a Line Information Database (LIDB). The SCP forwards the caller attributes to the NRA. In turn, the NRA includes the caller attributes in a message and forwards the message to the call recipient over a computer network. The call recipient processes a corresponding telephone call using the caller attributes that are included in the message.

Abstract: A system and method for processing caller information across heterogeneous networks is provided. An enterprise application receives a message from a name resolution adapter over a computer network. The message includes caller attributes and port location information. The enterprise application uses the caller attributes to retrieve a caller profile. The enterprise application determines whether to accept the call using the caller profile and whether a call exists on a telephone port corresponding to the port location information. Once enterprise application decides to accept the call, the enterprise application retrieves service subscriptions corresponding to the caller and processes the call using the caller's service subscriptions.

Abstract: A method, system and apparatus for managing delivery instructions for delivering goods to a telephone subscriber using identifying information provided through the PSTN to a delivery center. A method for managing delivery service instructions can include prompting a customer through an established telephone call to manage delivery instructions without first prompting the customer for identifying information. The method also can include managing the delivery instructions without accessing customer information derived through the phone call.

Abstract: A method, system and apparatus for managing delivery service instructions. A method for managing delivery service instructions can include receiving a telephone call from a customer through a PSTN linkage. Identifying information for the customer can be retrieved through a data communications network linkage without identifying said customer using data derived from the telephone call. As such, the retrieved identifying information can be correlated with the telephone call. Finally, access to apply delivery service management instructions received over the PSTN linkage can be authenticated based upon the identifying information.

Abstract: A method, system and apparatus for service management. In accordance with the present invention, a service management method can include the steps of receiving a telephone call from a service subscriber over a PSTN and identifying the service subscriber through identifying information received externally to the received telephone call. Importantly, a service term for a subscription associated with the service subscriber can be modified only if payment can be resolved on behalf of the service subscriber.

Abstract: A method, system and apparatus for managing subscriber services. The system can include a service renewal system configured to renew service subscriptions based upon identifying information associated with the service subscriptions. The system also can include one or more subscribers calling a service renewal system over a PSTN to renew respective service subscriptions. Finally, the system can include logic disposed within the PSTN to obtain the identifying information and to provide the obtained identifying information to the service renewal system.

Abstract: A method, system and apparatus for service management. A service management system can include a name resolution adapter disposed in a PSTN. The name resolution adapter can be communicatively linked to a LIDB also disposed within the PSTN. Notably, an enterprise application can be configured to manage service subscriptions and can enjoy communicative couplings both to the name resolution adapter over a data communications network and also to a switch disposed in the PSTN. Finally, service renewal logic can be associated with the enterprise application and programmed to renew service subscriptions for calling ones of subscribers to the service subscriptions based upon identifying data for the calling ones of the subscribers as received in the enterprise application over the data communications network from the name resolution adapter.

Abstract: A method, system and apparatus for processing a call in a call center using information stored in the LIDB. A call center which has been configured in accordance with a preferred aspect of the present invention can include at least one phone handset coupled to a gateway to a PSTN. An enterprise application can be associated with the handset and a data terminal coupled to the enterprise application. A view to the enterprise application further can be disposed in proximity to the handset. A database of caller information can be coupled to the enterprise application. Each record in the database can have a configuration for location based upon a searching key.

Abstract: A method of scheduling a request for a plurality of Web services can include providing service activation rules. Each service activation rule can specify a trigger condition and a state condition for causing a watcher to invoke a particular Web service. The method also can include receiving an event indicating a change in a common memory, wherein each event specifies trigger information, comparing the trigger conditions of the service activation rules with the trigger information of the event, adding the service activation rules that match the event to a trigger list, and comparing the state conditions of service activation rules in the trigger list with a state of the common memory. The service activation rules of the trigger list that match the state of the common memory can be selected thereby causing the invocation of at least one watcher and corresponding Web service.