Abstract: Telecommunications customers must frequently utilize the facilities of many different telecommunications service providers in order to transmit data from one location to another. When a telecommunications customer encounters a network problem, that customer usually must navigate a complicated web of service providers and equipment owners in order to receive meaningful technical assistance from a human technician. The present invention is designed and intended to facilitate human interactions for technical support and administrative tasks by associating customer, contract, circuit, equipment, key personnel, billing, and telco information in a database for efficient data presentation and information retrieval. Resolution of the logistical problem of tracking circuit information is achieved by organizing the information and displaying important data concurrently.

Abstract: A method and apparatus for providing subscribers of a VoIP service provider to take advantage of wholesale arrangements made by the VoIP service provider with one or more international partner carrier network providers to one or more international countries are disclosed. Specifically, the present method enables a VoIP service provider to display a web page to their subscribers, for each destination country, with one or more international partner network providers and their corresponding calling rates and/or call completion success rates to each particular destination country.

Abstract: Methods, computer program products, and systems for managing VoIP network elements are provided. Methods include receiving call details records (CDRs) from a plurality of network elements. The received CDRs including disconnect cause codes and telephone call correlation identifiers. The received CDRs are correlated to telephone calls based on the telephone call correlation identifiers. Two CDR records are associated with the same telephone call when their telephone call correlation identifiers are the same. A master correlated CDR is created for each telephone call. The creating includes assigning a correlated disconnect cause code and classifying the telephone call. The assigning and classifying are responsive to the received CDRs associated with the telephone call. The master correlated CDR includes the correlated disconnect cause code and the telephone call classification. A threshold crossing alert (TCA) is generated in response to a threshold for the correlated disconnect cause code being reached.

Abstract: A call relay system includes: an outgoing call terminal; an incoming call terminal; and a call relay device which relays a call from the outgoing call terminal to the incoming call terminal.

Abstract: A storage unit manages a receiving order by storing a received call processing message. A retention unit retains key information, which is included in the call processing message, and element information, which is correlated to the key information and included in the call processing message, by updating the two pieces of information for every key information at every time when receiving the call processing message. A call processing execution unit carries out a call processing for each call processing message stored by the storage unit at a predetermined time interval in a lump based on the key information and element information stored by the retention unit.

Abstract: Methods and apparatus to respond to monitor subscriber activity are disclosed. An example method includes receiving a first set of client telephone number (TN) data associated with a client and a current time period, and receiving a second set of client TN data associated with a prior time period. The example method also includes receiving a first set of subscriber activity data associated with the current time period, identifying a TN that is in the first set of subscriber activity data and is absent from at least one of the first or second sets of client TN data, and identifying the TN with at least one of a new inroad for a competitor or a new inroad for the client based on at least one activity code from the first set of subscriber activity data.

Abstract: A method and system for automatically updating the structure of a telecommunications network are described. The system receives information that equipment has been added or removed from the telecommunications network; and automatically updates information regarding the structure of the telecommunications network to reflect that the equipment has been added or removed from the telecommunications network.

Abstract: A method of processing multi-leg calls in a communication network is provided. The method comprises: receiving a call for a user at a first entity in the network; establishing a first call leg to a second entity; generating a first charging data record with at least one field, wherein the field contains a charging identifier for the first call leg; receiving a response from the second entity; establishing a second call leg to a third entity; generating a second charging data record with at least two fields, wherein the first field contains a charging identifier for the second call leg and the second field contains a copy of the charging identifier for the first call leg; and sending the charging data records to a third entity.

Abstract: The invention relates to a method of listening in to calls between two or more subscribers of a communications network comprising one or more IP networks as well as to a listening server, a call control server, and an IP router for carrying out the method. When the listening server detects a request to monitor one of the subscribers, it determines at least one call control server assigned to the subscriber. Further, at least one IP router is determined which is responsible for a network access point of the subscriber to the IP network or IP networks. The listening server causes the at least one determined call control server to acquire call data associated with calls in which the subscriber is involved. Further, the at least one determined IP router is caused to acquire contents data associated with calls in which the subscriber is involved.

Abstract: A call-transaction forecasting tool taking the form of a computer-implemented method and medium in some embodiments is provided for retrieving, aggregating, sorting, and determining one or more maximum transactions within a communications network. The tool automates the process of manually extracting and analyzing call transactions pertaining to call-duration, call volume, traffic usage, bandwidth usage, processing usage and memory usage in order to properly forecast and predict future network growth and capacity within a providers network. The computer-implemented method includes retrieving transaction data files from a switch or server, merging the files in a commonly shared data structure, identifying one or more maximum transaction counts based upon an associated period of time, and displaying the maximum counts and associated period of time.

Abstract: A system and method for processing traffic study requests in a communications network. The system provides a log-in window for a user identification validation. If a user is an authorized user of the system, the system provides a window for displaying a CPNI disclaimer. The system provides a new order request window for receiving customer information and input parameters. The system provides a new study request window for receiving a telephone number to be studied. Once the traffic study is completed, the system receives a report of the traffic study. The system then forwards the report to the user.

Abstract: The present invention relates to systems and methods that predict behaviors of alerting and filtering systems based on simulation from messaging logs. By logging contextual information, such as the presence, activity, and availability of users, as well as incoming messages and their properties, forecasting services can be created that serve to provide users with an interactive “what if” capability, informing them what they might expect in terms of future behaviors of an automated message alerting and/or filtering system, based on recent messaging histories. A log of the history of incoming messages and contextual data is examined by modeling and simulation tools. The tools reveal the influence of alternate settings on the system's behavior, in response to an expected stream of incoming messages, providing users with insights about how control settings affect alerting, filtering, or routing behaviors.

Abstract: Telecommunications customers must frequently utilize the facilities of many different telecommunications service providers in order to transmit data from one location to another. When a telecommunications customer encounters a network problem, that customer usually must navigate a complicated web of service providers and equipment owners in order to receive meaningful technical assistance from a human technician. The present invention is designed and intended to facilitate human interactions for technical support and administrative tasks by associating customer, contract, circuit, equipment, key personnel, billing, and telco information in a database for efficient data presentation and information retrieval. Resolution of the logistical problem of tracking circuit information is achieved by organizing the information and displaying important data concurrently.

Abstract: The present invention relates to a computer system and method for displaying line unit performance details of equipment in a telecommunications network. The system includes a report display component for displaying a line unit performance report. The system further includes a line unit performance details component for displaying details regarding line usage information in a telecommunications network.

Abstract: Computer implemented methods of tracking client device activity on a web site are provided. Certain embodiments of tracking methods allow client device activity on one communication network (e.g. web pages viewed via the Internet) to be correlated to subsequent communications on a second communications network (e.g. a telephony network). Other embodiments include the ability to track client device activity across one or more web servers. Certain embodiments include the ability to use a limited pool of selectable addresses on one network (e.g. phone numbers) to correlate to a wide range of client device activity on another network. Reports may be generated that summarize the collected and correlated tracking information.

Abstract: In communication equipment capable of permitting a user to simply grasp how long period of time has passed from the time at which the user made a communication with a contact address registered to an address book when the user transmits an outgoing call to and receives an incoming mail from or transmits a mail to and receives a mail from the contact address, the communication equipment has a storage unit for storing an outgoing/incoming call history or a mail transmission/reception history to a predetermined communication opponent, and a notification unit, which calculates, when an outgoing call is transmitted and an incoming call is received or a mail is transmitted and a mail is received and a history of the communication opponent is stored by the storage unit, the periods of time passed from the times at which a previous outgoing call was transmitted and a previous incoming call was received or a previous mail was transmitted and a previous mail was received based on the stored history of the outgoing and

Abstract: A method and system for forecasting telephony traffic trends on a network of a given service provider includes storing number portability records in a database. Each record contains information regarding a corresponding telephone number having been ported between service providers. First and second images of the database are obtained at first and second times. The first and second images are indicative of the records stored in the database at the first and second times. The images are compared to determine migration of the ported telephone numbers between the service providers. Movement of telephone traffic on the network of the given service provider is forecasted as a function of the determined migration of the ported telephone numbers between the service providers.

Abstract: Systems for monitoring, storage, and analysis of information in signaling messages, communicated from originating networks to a destination network through one or more intermediate networks are described. Correlation and comparison between signaling messages of interest sent from an origination network to signaling messages received by the destination network allows for the detection of inconsistent information, e.g., information fields in a communicated message that have been altered, either intentionally or unintentionally, by an intermediate carrier. The introduction of an additional communications path over which notification messages are forwarded from signaling monitoring equipment in the origination network to signaling monitoring equipment in the destination network allows for a significant reduction in the memory storage requirements at the destination network and in the amount of processing required to match, compare, and evaluate signaling messages.

Abstract: A system and method for tracking call activity of a plurality of businesses is disclosed. A global pool of phone numbers is allocated from which to draw numbers. A business-specific pool of numbers is established for business locations involved in advertisements using the Internet via Web pages. As a consumer begins viewing an advertisement for a business, a number is temporarily allocated from the business's pool of available numbers. As the business's pool of unallocated numbers is exhausted, a metric is used to determine whether or not to grow the pool of numbers, to show an untracked ‘fallback’ number for the business, or to reuse a previously allocated number. When one of the temporarily allocated numbers is called, the online consumer it was associated with is credited for making the call and the business is credited and charged for receiving the call.

Abstract: A method for displaying communication events is provided. The method includes collecting past, present, and future communication events from two or more communication services, where a communication device performs the collecting; combining the past, present, and future communication events into a communication events list, where the communication device performs the combining; and displaying the communication events list, such that past, present, and future communication events may be viewed, where the communication events list is displayed on the communication device.

Abstract: A method and apparatus for revealing business or organizational aspects of an organization in audio signals captured from interactions, broadcasts or other sources. The method and apparatus activate an efficient process to detect events within the audio signal, and then activate a more resource-consuming additional process around the detected events, thus enhancing efficiency of the process. The detected events and the output of the additional process are analyzed by an analysis process to reveal business aspects, terms, or other events in the audio signal. The analysis results, and possibly the events and output of the additional processing are optionally presented to a user.

Abstract: Provided are methods, devices, and systems for maintaining a SIP survivable User Agent. The present invention is adapted to allow the User Agent to detect the status of the network, thus providing the User Agent to perform failover/failback operations. The User Agent may be adapted to determine the status of the network based on its own monitoring mechanisms and/or based on messages received from other network components.

Abstract: A methodology for optimizing the access charges paid by a long distance carrier involves the use of a “sizing” operation to determine the optimal balance between direct trunks and access tandems (on a per LATA basis) so as to provide minimal access charges. Once the sizing has been completed, a mixed integer program is used to find the optimal MUX assignments for each LATA. The sizing operation is then re-visited, based on the MUX assignments, to determine if adjustments are required to reduce costs. Any changes in the sizing are then reviewed in the MUX assignment mixed integer program. The end result is a definition of the quantity of direct trunks, access tandem trunks and overflow minutes-of-use charges for each end office, as well as the number of high capacity facilities required for each MUX.

Abstract: The method of controlling the user calling load in Soft Switch system in present invention comprises the steps of: basic calling module receives the congestion direction message; judge whether the system congestion indicated by said congestion direction message is sporadic or sustaining; control the switching of user calling load according to the judgment whether the system congestion indicated by said congestion direction message is sporadic or sustaining. The aggressive effectiveness brought by present invention are: the system has the higher stability and reliability; when the traffic overload state occurs, the setup of maximum calling number can be guaranteed and the system can also restore to the normal load state. Soft module doesn't influence the setup of normal calling, nor does the setup of urgency special service calling; the system possesses good adaptability, the controlling of load is efficient and stable, and has the self-adapting overload controlling capability.

Abstract: Systems and methods for recording a communication session between a customer and an agent are provided. In this regard, a representative method comprises: routing a media stream associated with the communication session based on information corresponding to routing criteria, wherein the routing criteria include call control protocols or policies; receiving the media stream associated with the communication session from the customer center communication system; and recording the received media stream.

Abstract: Data pertaining to interactions between a plurality of customers is obtained. A graph is formed, having a plurality of nodes representing the customers and a plurality of edges representing interactions between the customers. A sub-set of the customers are denoted as previously churned customers. A spreading activation model is applied to the graph to identify, based on the graph and the previously churned customers, the potential churning customers.

Abstract: Call center queue management includes a method for calculating an average capability for each of a plurality of agents obtaining call completion data for each agent. The call completion data is used to calculate a historical average for each agent. The historical average is used to calculate an average capability for each agent.

Abstract: A method, event information processing system, and wireless communication system capture call/session event information. A series of call/session event information sets (128) is received. Each call/session event information set is classified into one of a normal behavior equivalence category and an abnormal behavior equivalence category. An individual call/session event record (126) is created for each event associated with an abnormal behavior equivalence category. The individual call/session event record (126) is inserted into a call/session event record buffer (124). At least two consecutive call/session events associated with a normal behavior equivalence category are determined to have occurred. A single call/session event record (126) for the at least two consecutive call/session events associated with a normal behavior equivalence category is created.

Abstract: The present subject matter is directed to an apparatus and methodology for recording, at a central data center, telephone conversations originating from remote locations. The present subject matter has particular utility to the penal (corrections) environment in that it discloses a methodology for recording and storing voice and related data at a central data center remote from either the origination or destination locations of a telephone call placed by an inmate in a prison or other facility. The disclosed technology permits storage of both voice and call related data at a remote facility in such a manner that the data is searchably accessible by authorized personnel at other remote locations by way of network or Internet connection to the central data center.

Abstract: An apparatus and method for the analysis, marking and summing of audio channel content and control data, the apparatus and method generating a summed signal carrying combined audio content, marking and summing data in the summed signal.

Abstract: A technique for near real-time reporting of telephone number usage to a computer is disclosed. According to the technique, signaling protocol data is collected for telephone calls that involve telephone numbers associated with the user. The signaling protocol data is decoded and call information records (CIRs) are generated from the decoded signaling data. The CIRs contain information about calls associated with the telephone numbers. The CIRs are used to generate a report which is made available to the user.

Abstract: Methods and systems implemented in an information handling system are provided for managing call event data between agents and callers for calls completed through a carrier. Functionality provided by certain embodiments includes, but is not limited to, one or more of the following features: the ability to automatically update customer information databases according to call event data in real-time, dual-tone multi-frequency (DTMF) activity of the caller and/or agent, do-not-call (DNC) verification and updating, agent identification, lead source and content identification, the recording of calls, the automatic translation of voice communications to textual transcripts, key word detection, communication of customer demographic data to an agent before or during phone calls, audio file management, agent call tracking, and other functions and advantages as will be apparent with the benefit of this disclosure. Methods and systems are also included for data associated with managing broadcast campaigns.

Abstract: Method and apparatus for performing call correlation across network elements are disclosed. For example, the method receives by a first correlation engine one or more Call Detail Records (CDRs) from one or more network elements at a completion of a call wherein each of said one or more CDRs contains a correlation identification and a service identification. The method identifies a list of expected CDRs for said call and determines whether all of said expected CDRs for said call are received. The method then creates a CDR set for the call.

Abstract: An analyzing a telecommunications network that receives environmental data, vendor data, and customer data related to a telecommunications transaction. A telecommunications transaction identifier is generated for each telecommunications transaction to determine attributes associated with each telecommunications transaction. The telecommunications transaction identifier and the attributes associated with the identified telecommunications transaction are mapped to a customer-specific parameter. The telecommunications network determines whether the transaction conforms to the parameters.

Abstract: An automated system and associated methods that can be used to meet government compliance regulations are provided for testing and tracking the administration of Calling Line Identification (CLID) and Calling Party Name Identification (CPNID) information on various telephone lines (traditional circuit-based voice and evolving packet-based voice and data) for telecommunications systems. These systems can include large or small private branch exchange (PBX), key systems and equivalents, or Voice over Internet Protocol (VoIP) Call Management Servers. Capturing and recording CLID and CPNID on dial tone tests for any site location have been automated. Capabilities for recording, alerting, and reporting necessary data for internal and external auditing are provided. Centralizing real-time and historical records on phone line installation and modification activities can be generated and maintained. Verification of valid answer results for consumers' returned calls inbound to site locations can be performed.

Abstract: Methods and apparatuses to connect telephone calls and track information about the telephone calls resulting from advertisements on mobile/wireless media channels. In one embodiment, a method includes: assigning a telephone number to an advertiser, one of the telephone number and a reference to the telephone number to be included in an advertisement provided to an end user via a wireless media; and, monitoring telephone connections to the telephone number to bill the advertiser for the advertisement in response to each telephone connection to the telephone number. In one embodiment, a method includes: a first party providing an advertisement to a mobile device on behalf of an advertiser, the advertisement to include at least a reference to a telephonic connection with the advertiser; and, the first party collecting a fee from the advertiser in response to a telephonic connection being established between the advertiser and customer.

Abstract: An AIN service for provides a subscriber the ability to configure outbound call routing rules. Using telecommunications variables such as time of call, call busy status, call unanswered status, and numbers dialed, a subscriber is enabled to configure a service control point to perform an action such as forward a call, send a page with a message, use a dial-around number, or send a PIN. A web browser interface may be used by the subscriber to configure the SCP.

Abstract: Systems and methods for collecting, correlating, and storing telecom data as call detail records (CDRs) are described. A computer system collects real-time call data from a plurality of sources and stores the data in different memory locations. A real-time buffer is used to correlate the data into a CDR. A separate process collects reference data from one or more third-party sources to supplement each CDR and stores this data in different memory locations. A reference data buffer is then used to correlate the reference data into existing CDRs. A data manager layer then inserts each enhanced CDR into a plurality of distributed database systems. CDRs may be separated among multiple database systems, may be inserted into more than one database depending on application use, and may be partitioned to optimize access and retrieval.

Abstract: A system and method for providing integrated telephony and Internet services is described. An embodiment of the present invention comprises passively collecting incoming and/or outgoing call information from communications links communicatively coupled to a first party. The call information is extracted and customer information, such as demographic information, is retrieved. The customer information may be, for example, retrieved from a data provider or may have been previously collected or gathered. Thereafter, reports, charts, graphs, maps, and the like may be made available. In an embodiment, the reports, charts, graphs, maps, and the like are made available via a network such as the Internet.

Abstract: A method, system, and program for logging calls according to call context are provided. A context for a call is detected, where the context include information such as the parties to a call, whether a backup party is accessed, where the call is on behalf of another, the locations of the parties to the call, the subject matter of the call, tariffs applied during the call, billing for telephone services accessed during the call, and orders placed during the call. At least one context based logging request valid for the context for the call is accessed from among multiple context based logging requests stored for multiple parties. Parties requesting logging may include parties to the call, on behalf of parties, third parties, and guardians. The context is logged according to the context based logging request.

Abstract: The invention relates to a telephone call routing system including means for associating calling numbers with geographical areas and means for associating geographical areas with destination numbers. The invention is characterised in that the calling numbers are associated with geographical areas using statistical methods with a certain minimum reliability threshold. The invention is suitable for use in the field of value-added telecommunications services, call routing and network intelligence.

Abstract: A computer-implemented system and method for distributing recorded communications within a contact center for scoring based upon a set of positive and/or negative skills and attributes associated with each member of a set of scoring users and determined from each recorded communication. The central server maintains collection of recorded communications and a listing of scoring users and their associated criteria. Additionally, the system and method increases efficiency by distributing recordings to scoring users for scoring during times of low utilization or during previously scheduled scoring time blocks. When a scoring user is assigned a recording, the central server distributes the recording to the user in either a file format or through another communication device, such as a telephone, headset, or computer terminal. In addition, the central server automatically generates scoring progress and workload reports for easy assessment of progress, quality control, and workforce adjustment.

Abstract: An apparatus for allowing a telecommunication service provider to manage the risk that a subscriber will not pay their bill for use of the provider's telecommunication system comprising interface means, operating within a digital computer, for communicating information relating to a particular subscriber, said interface means includes a first portion for communicating information relating to said particular subscriber with a payment records database and a second portion for receiving a call information record for each call involving said particular subscriber, said call information record derived from information compiled by a switching center that is capable of establishing connections between a plurality of pairs of telecommunication devices and simultaneously maintaining such connections; credit means, operating within said digital computer, for using said first portion of said interface to obtain a billing and payment history for said particular subscriber, for using said billing and payment history to es

Abstract: A system and method of real-time interconnect billing to facilitate invoicing and reconciliation between interconnected communication and service providers. The fully customizable, scalable, and network-based system rates and monitors costs, incorporates agreements between interconnected providers, invoices, bills, and reconciles to establish an accurate and cost-effective accounting of provider revenues and costs. The system is able to communicate with devices, networks, and interconnect providers to obtain, provide and exchange billing information and payments. The system updates subscriber accounts and alerts the home provider, subscribers, interconnect providers and users of these updates.

Abstract: The present invention relates to a user interface for communicating line usage information. The user interface includes means for requesting type of report of line usage information and means for requesting report criteria. The user interface further includes means for displaying a line usage report based on the report criteria and requested type of report. The present invention also relates to a method for communicating line usage information to a user is described. The method: prompts a user to enter a type of report of line usage information and to enter report criteria. The method then displays a corresponding line usage report.

Abstract: A method of sizing a communication link comprises: determining daily peak callers and daily calling time for plurality of days; determining a sizing factor that represents a slope of a line formed by plotting the daily peak callers against the daily calling time for the plurality of days; determining peak day calling time; multiplying the peak day calling time by the sizing factor to obtain peak day peak callers; determining a bandwidth per caller; multiplying the peak day peak callers by the bandwidth per caller to determine peak day peak bandwidth; and sizing the communication link to support the peak day peak bandwidth.

Abstract: The present invention enables a graphical display of network call volumes in a predefined period before and after network alarm indications that show serious service disruptions to help determine if surges in call volumes precipitated the service disrupting event. When a surge of call volumes occurs and subsides, the graphical display of current network call volumes can be compared against historical trends of normal call traffic volumes and rates. The network will be placed in a high alert state and monitored for the predefined period of time. If the comparison shows aberrations between the historical trends and the current trend within the predefined period time window, then the network operator will be informed to take actions.

Abstract: A method for searching for one or more recorded telephone communications between one or more customers and a contact center comprising is provided. The method is implemented by a computer readable medium having a plurality of code segments. One or more telephone communications is analyzed and assessment data is assigned thereto. The assessment data of the telephone communications is searched for at least one search criterion, and at least one telephone communication having assessment data matching the search criterion is identified. A representation of the matching telephone communication is then displayed.

Abstract: A system for collecting request signal and probe data from telematics units using a cellular communication network, wherein the units each cause to be transmitted registration request signal data to a carrier, the carrier periodically compiles a cell history log comprising a list of cell hand-offs for each unit, and a facility is communicatively coupled to the carrier; includes map and unit identification databases; is configured to determine cell-handoffs of interest; preferably queries the carrier for only target units presenting a cell-handoff of interest; determines for each target unit a recently traveled path (RTP) based on the log, an estimated time of travel (ETT) based on the RTP and map database, and a probe unit status; calls each probe unit to upload probe data therefrom; and utilizes the probe data to enhance the ETT or provide additional information.

Abstract: A technique is disclosed that enables a context-driven, adaptive technique for generating a list of telephone numbers. The technique of the illustrative embodiment of the present invention seeks to dynamically anticipate what telephone numbers a user might want to dial—even before the user knows—and presents the names of the parties and their telephone numbers to the user at his or her terminal. In particular, the technique monitors a user, the user's locale, and one or more terminals in that locale; selects one or more telephone numbers from a master set of numbers, based on the monitored information; and presents the selected numbers to the user—for example, in the form of a speed-dial list or a one-touch dial list. The user can then examine the presented telephone numbers and decide if he or she wants to call one of them. The technique can be implemented at the user's computer, telephone, private branch exchange, or other device in the relevant telecommunications system.