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 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 and apparatus for providing intelligent paging services is disclosed. A server receives a paging request from a customer. The page request may be, for example, a telephone call initiated by the customer from a telephone. The server then determines the identity of the customer who initiated the page request and (if necessary) the condition which prompted the identified customer to initiate the page request. The identity and condition information is then used to identify a predetermined list of one or more parties who should be contacted on behalf of the customer and how they should be contacted. Examples of the contact methods the server may execute include making a telephone call to a designated number via a public switched telephone network (PSTN), sending a page to a designated pager via the PSTN, and/or sending an electronic mail (e-mail) message to an Internet protocol (IP) addressable device via an IP network.

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 method and apparatus for providing intelligent paging services is disclosed. A server receives a paging request from a customer. The page request may be, for example, a telephone call initiated by the customer from a telephone. The server then determines the identity of the customer who initiated the page request and (if necessary) the condition which prompted the identified customer to initiate the page request. The identity and condition information is then used to identify a predetermined list of one or more parties who should be contacted on behalf of the customer and how they should be contacted. Examples of the contact methods the server may execute include making a telephone call to a designated number via a public switched telephone network (PSTN), sending a page to a designated pager via the PSTN, and/or sending an electronic mail (e-mail) message to an Internet protocol (IP) addressable device via an IP network.

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 communications system is designed to prevent premature termination of the sequencing process for sequencing calls by a) disabling voice mail features for all calls in the sequence, except for the last call in such sequence and b) insuring that the sequencing subscriber is available to personally answer the sequencing call at each telephone number in the sequence to which such sequencing call is completed.

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 that provides specialized processing based on the source of the communication and/or type of communication being made. The system includes at least one user device connected to at least one network through a communications link. The network includes a specialized processor that has access to at least one database and which determine the source and/or type of communication being made. The database stores information necessary for identifying the appropriate processing for the type of communication. The specialized processor performs the appropriate specialized processing based on the source and/or type of communication and the information obtained from the database. The method according to the invention includes automatically determining the source and/or type of communication being made.

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 reducing background noise during a telephone call. When a caller begins dialing a telephone number, the system receives an ambient noise level measured near the caller's telephone. The system then computes an inverse noise waveform, which corresponds to the received ambient noise level. The inverse noise waveform is then transmitted along the same telephone line used by the completed call. The inverse noise waveform reduces the ambient background noise from the caller's location for the duration of the telephone call.

Abstract: Apparatus for linking multiple baseband telephone lines to provide broadband communication. The apparatus comprises a broadband port, a plurality of baseband ports, and a controller. The broadband port provides connection to a broadband device or broadband communication line. The baseband ports provide connection to baseband communication lines. The controller integrates baseband data streams accepted at the baseband ports into a broadband data stream for transmission at the broadband port, and/or demultiplexes a broadband data stream received at the broadband port into baseband streams for transmission at the baseband ports. The baseband data include message data corresponding to the message data of the broadband stream, and control data describing an interrelationship among the message data, for controlling integrating of said baseband message data. The invention allows an individual to use multiple plain old telephone service (POTS) lines in combination to emulate the capability of a broadband line.

Abstract: Apparatus for linking multiple baseband telephone lines to provide broadband communication. The apparatus includes a broadband port, a plurality of baseband ports, and a controller. The broadband port provides connection to a broadband device or broadband communication line. The baseband ports provide connection to baseband communication lines. The controller integrates baseband data streams accepted at the baseband ports into a broadband data stream for transmission at the broadband port, and/or demultiplexes a broadband data stream received at the broadband port into baseband streams for transmission at the baseband ports. The baseband data include message data corresponding to the message data of the broadband stream, and control data describing an interrelationship among the message data, for controlling integrating of the baseband message data. The invention allows an individual to use multiple plain old telephone service (POTS) lines in combination to emulate the capability of a broadband line.