Abstract: In one embodiment, systems and methods are disclosed for processing telemarketing calls to determine an abandonment rate (“AR”). An abandoned call exists if a telemarketing call is answered by a live person and an agent is not connected to the called party within two seconds of the called party completing their greeting. In order to comply with various federal regulations, a feedback mechanism allows feedback of the measured AR to be used by the predictive dialer to manage the AR for future calls to maximize efficiency and avoid exceeding an AR limit. In one embodiment, a speech analytics system processes audio recordings of previously made telemarketing calls and provides feedback to the predictive dialer so as to adjust a target AR rate for future calls.

Abstract: A call tracking system and method that uses a pooling algorithm to manage a pool of telephone numbers that are utilized in advertisements. The pooling algorithm allows adjustments to be made to the pool in order to achieve a desired degree of call tracking accuracy performed by the system. The pooling algorithm may adjust the pool in terms of size, quality, or other metric, and assign phone numbers so as to meet the desired accuracy requirements. While additional numbers in a pool may increase accuracy, fewer numbers result in lower cost, and a balance may be struck based on the requirements of an advertiser. When a phone number is to be provided for an advertising campaign, the phone number may be selected from the pool randomly, in round-robin fashion, or according to criteria related to expected accuracy.

Abstract: Method and systems are presented for presenting multiple activities associated with one of a plurality of call center agents correlated in time. In one embodiment, the method comprises the steps of: determining at least one of the agents to be displayed; and displaying activity information in visual correlation with a timeline. The activity information includes a first plurality of activities originating from a first source and a second plurality of activities originating from a second source. Each of the activities is associated with the at least one agent.

Abstract: The invention discloses a method for a cellular communications system, in which there is a first plurality of cells and a second plurality of base stations, each base station controlling the traffic to and from user terminals in a cell. User terminals can assume an idle mode, where a user terminal when in an idle mode performs cell reselection, comprising an evaluation of the cells which are available to the user terminal. The base stations of a number of cells in the system transmit a set of reselection probabilities, each probability in said set being the probability with which a terminal when in idle mode may carry out a reselection from its present cell to the cell to which the probability refers.

Abstract: A method and apparatus for improving identification of a party in a communication transaction is disclosed. An apparatus that incorporates teachings of the present disclosure may include, for example, a terminal device having a User Interface (UI) element that presents an image identifier that identifies one among a calling party in at least one among an unanswered call and a voicemail message, and a called party in a dialed call. Additional embodiments are disclosed.

Abstract: A system and method for providing a high reliability network. Context servers store information about calls in a telecommunications system. Network control elements can obtain call information from the context servers to help make call control and reporting decisions.

Abstract: A method and a system for measuring market data in a mobile communications system. The method and system may be used to obtain data such as growth, churn rate, and other measurable metrics of mobile communications device subscribers. The method includes selecting a sample of contact numbers, using one or more contacting or querying methodologies to assess the state of the contact numbers, and analyzing the results to determine the market data.

Abstract: A method and apparatus for monitoring a network element in a communications network are described. In one example, an alarm message from the network element when a change in rate associated with at least one of a central processing unit (CPU) utilization or a memory usage by the network element exceeds a predefined threshold. An instruction is subsequently sent to the network element to reduce the change in rate associated with the at least one of the CPU utilization or the memory usage.

Abstract: The present invention provides a “Phone Log” in a telephone switchboard for recording the extension numbers, the phone numbers dialed by the extension numbers and the accumulated times. When there is an outside call, the telephone switchboard will first check the “Phone Log” whether the telephone number of the outside call is on the “Phone Log” or not; if the telephone number of the outside call is on the “Phone Log”, then the outside call (callback) is connected directly to the corresponding extension; otherwise the outside call will be connected to an auto-attendant for connecting. As the accumulated time of each of the records reaches a time limit, the related record will be cleared out. After the callback is picked up by the corresponding extension successfully, the related record is also cleared out.

Abstract: In accordance with the teachings described herein, systems and methods are provided for optimizing distribution of advertisement information. In one example, call tracking data may be generated from a plurality of telephone calls made to a business entity, where the call tracking data includes geographical information to identify locations from which the plurality of telephone calls originated. A call distribution may be determined from the call tracking data, where the call distribution groups the call tracking data based at least in part on distances between the business entity and the locations from which the plurality of telephone calls originated. A probability density function may be generated from the call distribution and used in the generation of the advertisement distribution plan.

Abstract: Disclosed are systems and techniques by which a caller may specify a callee's telephone number and be connected directly to a carrier provided voice mail facility associated with the identified the telephone number, even though the callee's carrier may not be the same as the caller's carrier. In the disclosed technique, a telephony server places a “Send a call” request to a server which then sends a signaling call that busies out the channel associated with the callee. The telephony server places a second call (the actual voice message) upon confirmation that the signaling call has been initiated, forcing the second call to the carrier's voice mail facility associated with the callee, since the first signaling call busied the first channel. Prior to sending the signaling call, a database look up is performed to determine which carrier services the callee number. Once the carrier is determined, another memory look up is performed to determine the time delay associated with that carrier.

Abstract: A network management system (100) has a communications interface (110), a memory (104), and a controller (102). The controller is programmed to retrieve (202) a plurality of call detail records (CDRs), reconstruct (208) call paths from attributes in the plurality of CDRs, and generate (210) extended CDRs from reconstructed call paths.

Abstract: In one particular aspect a method for categorizing a user of a communication service as a churner or non-churner is provided. In some embodiments, the method includes obtaining call data for the user. Next, the call data is used to determine a value (v1) for a graph parameter for the user, the graph parameter being one of: (a) an out-degree parameter, (b) a Shapley Value parameter, (c) a proximity prestige parameter, and (d) closeness centrality parameter. Next, the determined value (v1) is used to determine a churn value (cv). The churn value (cv) is then used to categorize the user as a churner or a non-churner.

Abstract: A software solution to recording IP based communications that is highly scalable and reliable. Recordings can be configured to occur automatically or be triggered on-demand by a user that has been given the rights to do so. The user initiating the on-demand recording need not be a participant on the call. The solution is based on two server components: a call manager and a media server. The call manager is responsible for re-routing the IP media stream between two endpoints via the media server. The media server relays the IP media packets while capturing a copy that is stored as the recording. The recordings are stored on a network share and secured using standard network file security mechanisms. Access to playback recordings requires rights that are configured via the administrator. Playback of the recordings can be accomplished via the phone, client application or web service. Each playback interface offers a listing of recordings that the user has rights to access.

Abstract: A system that incorporates teachings of the present disclosure may include, for example, a system having a controller to monitor incoming and outgoing calls associated with one or more communication devices, identify communication identifiers initiating the incoming calls and communication identifiers targeted by the outgoing calls, determine one or more related communication identifiers for each of the initiating and targeted communication identifiers, record in a communications log the incoming calls with the initiating communication identifiers and one or more related communication identifiers, and record in the communications log the outgoing calls with the targeted communication identifiers and one or more related communication identifiers. Other embodiments are disclosed.

Abstract: The present invention enables a method for following the state of a call and generating defects as function of call completion success as opposed to discrete events that happen at individual network elements during the call. In one embodiment, the invention uses Call Detail Records (CDR) to analyze the end-to-end completion status to measure per call basis defects instead of using defect codes generated by network elements on a per equipment basis. CDR is data associated with a telephone call, including the calling and the called numbers, the date and timestamp, the duration, the call setup delay, and the final handling code of the telephone call.

Abstract: Methods and apparatuses to connect telephone calls and track information about the telephone calls resulting from advertisements for groups of advertisers. In one embodiment, a method includes: determining a geographic area after receiving a telephone call to a first telephone number publicized in an advertisement; determining a telephone number of a first advertiser; and connecting the telephone call to the telephone number of the first advertiser, the first advertiser billed for the advertisement based on telephonic connections made to connect the first advertiser and telephone calls to the first telephone number.

Abstract: Method and apparatus for processing traffic of interest in a network is described. In one example, a baseline profile and at least one threshold is computed using initial aggregated volume data for the traffic of interest. Aggregated volume counts for time periods in a time interval are obtained. Differences between the aggregated volume counts for the time periods and values of the baseline profile for corresponding time periods are computed. An alarm is triggered for each of the differences that exceeds the at least one threshold.

Abstract: Methods, systems, and media for identifying areas of outbound roaming on a wireless network are disclosed. A roaming-network event record listing roaming events of subscribers of a home network is received. A home-network event record listing network events on a home network is also received. The two records are correlated to identify roaming events and network events having matching caller identifiers and time stamps within a predetermined range. Location data of a network event is adopted as location data for a matching roaming event. A home-network wireless-communications antenna, tower, or station having a service area in which a concentration of roaming events have occurred is identified. The distance of the roaming events from the antenna is determined and distance bands corresponding to that distance are plotted on a map to aid in identifying locations at which outbound roaming has occurred.

Abstract: A method and system for monitoring a packet network by using call detail records (CDRs) are disclosed. The method first receives at least one call detail record (CDR) at a completion of a call from at least one voice gateway router that serviced said call and analyzes said at least one CDR. The method then monitors at least one performance parameter in accordance with said at least one CDR.

Abstract: A computer-implemented method to block an outgoing request associated with an outgoing telephone number is described. A device is monitored for an outgoing request associated with an outgoing telephone number. The outgoing request is intercepted. The outgoing telephone number associated with the outgoing request is extracted. Upon determining that the extracted outgoing telephone number matches a telephone number stored in a database, the outgoing request is blocked.

Abstract: A system and method for managing a telecommunications network and which may let a user monitor and control the user's network telephone services is disclosed. The system may include a CEO Dashboard, a Migration Module, and a Trouble Ticket Wizard. Additionally, the system may include backend processes that periodically run, ensuring that everything is being done to retrieve, and store, the user's available resources on the network. The system may be provided by an integrated platform that is available through online web access and that includes functions such as provisioning, billing, line management, and account management.

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: Embodiments of the present invention include a method for processing a non-normalized local exchange routing guide (LERG) table to produce a normalized LERG table. The LERG tables have an NPA field, an NXX field, a Block_Id field, and a Switch_Id field. The method includes joining all distinct combinations of NPA and NXX in the non-normalized LERG table to all valid Block_Ids to produce a NormLERG table. The method further includes populating a Switch_Id field, in each NormLERG record having a distinct NPA-NXX value. The populating of the Switch_Id field is based on a number of corresponding non-normalized LERG records and on the Switch_Id field in one of the corresponding non-normalized LERG records and on a number of distinct Switch_ID values in the corresponding non-normalized LERG records. Each of the corresponding non-normalized LERG records has a same one of the NPA-NXX values.

Abstract: A method and system for enabling a network service provider to monitor a packet network by using call detail records (CDRs) are disclosed. The method first detects a termination of a call by at least one voice gateway router and generates a call detail record (CDR) at said termination of said call by said at least one voice gateway router. The method then forwards said call detail record by said at least one voice gateway router to at least one CDR collecting and analysis server.

Abstract: A processing apparatus, including: a query statistics unit which inputs a query request for querying a destination for first telephone number, and counts the number of input query requests; and a restriction control unit which transmits to a restriction control apparatus which performs outgoing call restriction, a restriction request to restrict a telephone call by second telephone number, when the counted number of the query requests is equal to or greater than a restriction start threshold, wherein the telephone call by the second telephone number is restricted by transmission of the restriction request, and a telephone call by the first telephone number is performed.

Abstract: Described are embodiments that provide for an intelligent call log. Specifically, in embodiments, a call log module can be provided on a user's phone (or as a sequenced application) that analyzes the actual communications between a calling party and a called party. The call log module is configured, in embodiments, to do analysis of the calling party's interaction with the called party, changes in routing, and/or failure to connect. The call log module is linked to the calling party's schedule information, in some embodiments, for situations with multiple failures to connect and/or multiple short discussions have inadequately dealt with the need to talk, and therefore scheduling a meeting is likely to be more effective.

Abstract: It is recognized in the disclosed technique that the way impairments on a conference call are diagnosed and handled in the prior art can sometimes be as distracting as the impairments themselves. The disclosed technique attempts to address some of the disadvantages in the prior art by monitoring the signal path quality on a conference call and, based on the quality of the signals received, performing one or more actions that are intended to minimize distractions while handling the impairments. In particular, in accordance with the illustrative embodiment of the present invention, the technique performs a multi-threshold evaluation of media signals that are received at a conferencing server. If a measure of the impairment being considered exceeds a first threshold, but not a higher second threshold, then a first set of actions is taken to handle the impairment. If the measure exceeds the second threshold, then a more-extreme second set of actions is taken.

Abstract: The invention relates to a method for gender identification of a cell-phone subscriber. There are two main steps: constructing a general model of female and male calling behaviour from a set of variables obtained for each subscriber; and classifying an individual calling behaviour of a subscriber comparing it with the general model. The method includes the step of constructing the general model comprises obtaining a set of data, that may be obtained from calling detail records, that are saved at a database every time a subscriber makes or receives a phone call; computing a set of variables using a set of instances from subscribers who their gender is already known; and applying an algorithm which generates groups labelled as male or female behaviour. Finally, in the step of classifying, the gender of the subscriber is identified by assigning to the subscriber the label of the closest group.

Abstract: The disclosed embodiment relates to identifying telecom users. An exemplary method comprises collecting, with a computing device, call usage data based on the call usage of a new telecom user, comparing, with a computing device, the collected call usage data with existing call usage data stored within a call usage database to determine if the collected call usage data for the new telecom user corresponds with the existing call usage data for an existing telecom user, assigning the new telecom user a user identifier corresponding to the existing telecom user if it is determined that the collected call usage data for the new telecom user corresponds with the existing call usage data for an existing telecom user, and assigning the new telecom user a new user identifier if it is determined that the collected call usage data for the new telecom user does not correspond with the existing call usage data for an existing telecom user.

Abstract: An embodiment of a method includes selecting call detail report (CDR) call setup attributes from captured CDR data, refining the CDR data, and summing CDR amount attribute values for each set of CDR call entries having common values for the selected CDR call setup attributes. Each set of one or more CDR call entries having common values for the CDR call setup attributes are combined into a single refined CDR call entry having the common CDR call setup attribute values and the summed CDR amount attribute values. The summing process is repeated for each set of CDR data associated with each of a plurality of network elements. After summing the CDR attribute amount values for call entries having common CDR setup call attribute values for each switch, CDR attribute amount values associated with common CDR setup attribute values in call entries associated with all switches are summed to generate a final set of refined CDR data.

Abstract: A terminal device includes a service type distinguishing module and a traffic measuring module. The service type distinguishing module is adapted to distinguish types of services accessed by the terminal device; the traffic measuring module is adapted to measure the traffic of each service type according to the service types distinguished by the service type distinguishing module. The present disclosure also discloses a system and method for measuring traffic based on user services. With the technical scheme of the disclosure, traffic of different service types can be measured respectively on a terminal device, so that the charging system is able to apply different charging policies to different service types.

Abstract: A method and system in accordance with the present invention integrates information from cell phone coverage maps with a user's GPS system, thereby making possible the suggestion of alternative routes based on coverage strength and chances of dropping calls in different geographical areas. The method and system in accordance with the present invention can also generate warnings if a user is approaching an area of low or nonexistent coverage, so that the user can take action, such as utilizing a different route or telling the party on the line that the connection may be dropped or disconnected.

Abstract: A system and method for billing an incoming communication. A code is received from a calling party during the incoming communication. Expenses of the incoming communication are allocated to an account of the calling party in response to receiving the code. An invoice is generated for the calling party and a receiving party specifying the expenses.

Abstract: The invention of present provides for a real-time authentication and billing gateway for WLAN traffic. Notably, the improved method for implementing a Wireless Local Area Network (WLAN) gateway system enables telecommunications network operators (and like entities) to rate and bill for services accessed by the wireless user. The logic of the invention supports and furthers the art in regards to advanced real-time rating/billing in addition to providing for a variety of replenishment mechanisms for casual users via pre-paid vouchers and credit cards.

Abstract: The invention provides a system, method and apparatus for controlling a mass calling event in a VoIP network. The invention provides for monitoring port traffic information on a network edge device and detecting the occurrence of a mass calling event in conjunction with a call control module. Control instructions or information may then be provisioned to network edge devices to alleviate congestion. The invention enables network edge devices to gap or provide other controls to reduce call overloading. Controls for alleviating congestion include blocking the packets, providing an announcement to the call, re-routing the traffic associated with this specific mass calling event, and reducing the quality of the service.

Abstract: A method and system of handling a call received at a call center is disclosed. The method includes determining that the call is a repeat call. The method also includes determining whether the repeat call is to receive a first treatment type. The method further includes servicing the repeat call with the first treatment type when the repeat call is determined to receive the first treatment type. The method includes servicing the repeat call with a second treatment type when the repeat call is determined to not receive the first treatment type. The second treatment type includes providing access to a self-service automated system.

Abstract: A system and method for dynamically partitioning context servers in a network in response to changes in network conditions. Context servers store information about calls in a telecommunications system. Network control elements can obtain call information from one or more partitions of the context servers to help make call control and reporting decisions.

Abstract: The disclosed embodiment relates to identifying telecom users. An exemplary method comprises collecting, with a computing device, call usage data based on the call usage of a new telecom user, comparing, with a computing device, the collected call usage data with existing call usage data stored within a call usage database to determine if the collected call usage data for the new telecom user corresponds with the existing call usage data for an existing telecom user, assigning the new telecom user a user identifier corresponding to the existing telecom user if it is determined that the collected call usage data for the new telecom user corresponds with the existing call usage data for an existing telecom user, and assigning the new telecom user a new user identifier if it is determined that the collected call usage data for the new telecom user does not correspond with the existing call usage data for an existing telecom user.

Abstract: A monitoring apparatus and method in a mobile communication system are provided. A WGW receives information relating to a monitored subscriber from a WSS, establishes a monitoring path between the monitored subscriber and a monitoring server, upon request from the WSS, begins to monitor the monitored subscriber upon receipt of a monitoring start request from the WSS, and transmits monitored data to the monitoring server.

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: The present invention enables a method for following the state of a call and generating defects as function of call completion success as opposed to discrete events that happen at individual network elements during the call. In one embodiment, the invention uses Call Detail Records (CDR) to analyze the end-to-end completion status to measure per call basis defects instead of using defect codes generated by network elements on a per equipment basis. CDR is data associated with a telephone call, including the calling and the called numbers, the date and timestamp, the duration, the call setup delay, and the final handling code of the telephone call.

Abstract: A system and method of mobile communication roaming where a subscriber's home network and a roaming network used by the subscriber do not have a roaming agreement. The roaming network sends a “Send Authentication/Parameters” request to the home network via an intelligent roaming system on or attached to the backbone. The home network sends an authentication response to the “Send Authentication/Parameters” request from the home network to the roaming network via the backbone and intelligent roaming system. The roaming network sends a “Update Location” request from the roaming network to the intelligent roaming system. The visitor locator register (VLR) address in the “Update Location” request is replaced with the VLR address of the intelligent roaming system to create a modified update request. The modified update request is sent from the intelligent roaming system to the home network.

Abstract: The present invention provides a “Phone Log” in a telephone switchboard for recording the extension numbers, the phone numbers dialed by the extension numbers and the accumulated times. When there is an outside call, the telephone switchboard will first check the “Phone Log” whether the telephone number of the outside call is on the “Phone Log” or not; if the telephone number of the outside call is on the “Phone Log”, then the outside call (callback) is connected directly to the corresponding extension; otherwise the outside call will be connected to an auto-attendant for connecting. As the accumulated time of each of the records reaches a time limit, the related record will be cleared out. After the callback is picked up by the corresponding extension successfully, the related record is also cleared out.

Abstract: An access-frequency estimating apparatus includes a storage unit that stores hours outside operating hours and for which a second-degree derivative of access frequency distribution for contact centers whose business is similar to that of a contact center subject to estimation is nearly 0, and a coefficient indicating relation between access frequency during operating hours of the other contact centers and access frequency outside the operating hours; an acquiring unit that acquires past access frequencies for operating hours of the contact center; an extracting unit that extracts, from the storage unit, a coefficient expressing relation between the access frequencies for the operating hours and an arbitrary hour outside the operating hours; a first calculating unit that calculates an estimated access frequency for the arbitrary hour of the contact center, based on the past access frequencies acquired and the coefficient; and an output unit that outputs the estimated the access frequency calculated.

Abstract: In an example method of correlating charging data records within an offline charging system, each of a plurality of sources selects a same one of a plurality of charging functions in which to route charging information associated with a given call session or event. In an example, the plurality of sources corresponds to either a plurality of network elements or a plurality of charging data functions. In another example, the plurality of charging functions corresponds to either a plurality of charging data functions or a plurality of charging gateway functions. At the selected charging function, the routed charging information is correlated.

Abstract: Methods and apparatuses to connect telephone calls and track information about the telephone calls resulting from advertisements for groups of advertisers. In one embodiment, a method includes: determining a geographic area after receiving a telephone call to a first telephone number publicized in an advertisement; determining a telephone number of a first advertiser; and connecting the telephone call to the telephone number of the first advertiser, the first advertiser billed for the advertisement based on telephonic connections made to connect the first advertiser and telephone calls to the first telephone number.

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: Provided are an electronic surveillance system and a method thereof. In the electronic surveillance system that performs electronic surveillance on a subscriber in a communication network, the electronic surveillance system includes: one or more communication service providers that provide retained data, which is information generated while the subscriber uses a communication service; a dedicated storage that stores and manages the retained data provided by the communication service providers; and a law enforcement agency that requests the dedicated storage to send electronic surveillance information on a specific subscriber so as to be provided with the surveillance information when the electronic surveillance information on the specific subscriber is required. Accordingly, retained data, which is subscriber electronic surveillance information is integrally managed and stored in a dedicated storage.

Abstract: A telecommunications data processing system comprising a terminal (T) adapted to send a telecommunications service request to a telecommunications infrastructure (IT1) associated with a data-storage infrastructure (IT2) for storing data (DE) about the utilization of the telecommunications service. The telecommunications terminal (T) includes means for producing service utilization data (DE), which data relates to the telecommunications terminal (T) and is based on data (DT) contained in an end-of-service and triggering message sent by the data-storage infrastructure (IT2).