Abstract: A method and system for processing a call when a call recipient is unavailable by using virtual interaction queuing techniques over IP networks are disclosed. The method includes queuing the call in a queue associated with a call center, obtaining a messaging preference of the caller, disconnecting the call, generating at least one IP-based message for the caller according to the caller's messaging preference, and transmitting the at least one IP-based message to the caller over an IP network, so as to begin a virtual interaction between the caller and the call center after the call is disconnected.

Abstract: An inexpensive alternative for call queuing is provided by queuing calls at an intelligent peripheral within an AIN telecommunication system. A call to the subscriber line is detected at a local switch supporting the subscriber line. If the subscriber line is busy, the call to the subscriber is queued in the intelligent peripheral.

Abstract: A communications network with callback completion to public network stations. An enterprise private network (EPN) includes a communications server, e.g., a private branch exchange (PBX) managing communications with communications devices located at EPN stations and is connected to a public communications network. A call completion (CC) server connected through a Parlay Gateway to the public communications network manages callback requests from connected communications devices to public communications network stations. Call completion to busy subscriber (CCBS) and call completion on no reply (CCNR) services are thus made available from the EPN to the public network or networks including a mixture of public and private telephones.

Abstract: An Ethernet interface device, and associated system and method, for reporting the status information data of Ethernet devices through common industrial protocols. The Ethernet interface device provides operational connections between one or more Ethernet devices and one or more independent networks. The Ethernet interface device also monitors an Ethernet connection path, and produces status data indicative of the operational status of the connection path and the devices connected along the path. This status data is received by the Ethernet interface device, where it is manipulated into a format recognizable by common industrial protocols.

Abstract: The Web customer contact system is based on distributed execution of service logic programs that can be dynamically altered based on changing business needs. The distributed and dynamic program modification makes the Web customer contact system scalable and customization to the most demanding business operation needs. For example, existing workflow based GUI programming tool, which only support centralized specification, down load and execution of routing rules for incoming calls in a contact center. The new system WCC system can allow user to specify a set of service logic program (SLP) can be dynamically attached to any distributed “addressable entities” in the WCC system. The addressable entities can be a user, an agent, an email box, a work group, IVR system, or a department web site. The addressable entities can be located anywhere that can be reached by internet address (an URL or other types of identities).

Abstract: System and methods for allowing the extension of the ISDN/GSM Call Completion to Busy Subscriber Supplementary Service across a Network Boundary between a general Switched Circuit Network (SCN) using ISUP as call control protocol, and an IP Packet Network using SIP as session control protocol. The methods define a set of new protocol elements to be included in the Session Initiation Protocol (SIP) in order to make it possible to implement the required service logic in SIP User Agents and Clients. The methods also define the set of sequences, timers and use cases that a Network Gateway must fulfil in order to allow users from both networks to invoke the service for calls going through the Network Gateway in question; the Network Gateway represents an end-point for both SCN and SIP domains.

Abstract: A Sender-Address-Based Telecommunications Operator Call-back System and Method is disclosed. Unlike the prior systems, the present invention eliminates the use of a direct inward dialing telephone number. The system recognizes a triggering email or SMS message and associates the message to a particular authorized user. Once authorized, the system places a call to the caller and then places a call to the called person. The triggering email or SMS message only requires minimal special formatting, such as containing the sender's registered email address in the “from” field and the called number in the “subject” field. The system may permit third party persons to be authorized to make collect calls to the account holder on the account holder's account. The system may further provide the user with periodic account balance updates both manually and automatically as calls are being made.

Abstract: A reverse caller identification system. Telecommunications devices are registered with respect to specific locations and are monitored with respect to users proximity to said devices. Prior to putting an incoming call through to one of said devices, the caller is provided with information as to activities currently in proximity to that device. A plurality of options for real-time information data and caller feedback are described.

Abstract: Methods of re-establishing a connection between a radio network node and a core network having a control plane entity and a user plane entity in a communication network and of detecting faulty communication paths or re-started entities in such networks are provided. A control-plane entity sends an event in accordance with a media gateway control protocol to the user-plane entity that orders the user-plane entity to notify the control-plane entity when user-plane traffic is received from another network node or when a faulty path or re-started peer is discovered. In response to an order by the control-plane entity, a connection between the radio network node and the user-plane entity can be re-established. Heartbeat messages and heartbeat acknowledgment messages are sent through a communication path, and if a heartbeat acknowledgment message has not been received, the control-plane entity is notified of the faulty path.

Abstract: Call queuing is implemented in a telecommunications advanced intelligent network. After a call to a busy subscriber line in queued, a separate call to the subscriber is placed indicating status of the queued subscriber line access call. Call queuing and status notification may be accomplished with an intelligent peripheral. The subscriber notification may be made by placing a wireline call or by wireless notification, such as through a paging system.

Abstract: A telephone line status notification system including at least one telephone line having a status, a communications network, at least one communications terminal which is connectable to the communications network and which is employable by a seeking user to communicate via the communications network a status request concerning the status of the at least one telephone line, apparatus for processing the status request the apparatus for processing is connectable to the communications network for receiving the status request from the seeking user therethrough and communicating the request, and apparatus for acquiring the status of the at least one telephone line, the apparatus for acquiring is in communication with the apparatus for processing for receiving the status request therefrom, and the apparatus for acquiring is connectable to the communications network for communicating the status via the communications network.

Abstract: A user calls a directory assistance service provider to search for a desired telephone number and be connected to a party at the desired number. In one such connection, the user is afforded enhanced directory assistance upon a user command in the form of an out-of-band signaling message, e.g., SS7 signaling message. For example, the user may be afforded further operator assistance by pressing on the user telephone a predetermined key (e.g., “*” key), which is detectable by the directory assistance service provider as an SS7 signaling message.

Abstract: Apparatus and a method for establishing a cellular mobile call. If no radio traffic (voice or data) channels are available for a calling Mobile Station (MS), then a test is made to determine the expected wait time before a channel becomes available. If the expected wait time is less than a first threshold, then the call request is queued. If a channel does not become available before a second time threshold, then the caller is notified that the call has been queued and is expected to be established in a short time. A control message is sent to the MS to trigger an indication of the queued status to the user. The indication may be one or more tones, a data display, or the playing of a pre-recorded announcement. If the expected wait time is more than the first threshold, the caller is given the opportunity to be called back when a radio channel becomes available. Advantageously, the number of failed calls because of unavailable traffic channels is reduced, and the caller's annoyance level is reduced.

Abstract: A method for alleviating congestion problems in prior art networks delays provision of dial tone signals to terminals that are, likely, carrying out a re-dial attempt in excess of a preselected number of re-dial attempts. A determination that the terminal seeking to establish a connection is likely carrying out a re-dial attempt may be based on numerous factors, such as the time since the last time the terminal desired to establish a call, the duration of the last call, etc. The delay that is imposed is, advantageously, sensitive to the number of times the terminal has attempted a re-dial, and on other conditions, such as the cause of the failure to establish a connection, network congestion conditions, etc. In imposing the dial tone delay, identities of the terminals that are to receive a delayed dial tone are placed in a FIFO queue.

Abstract: Methods, systems, and media to capture a redialing sequence and to redial a phone or similar device are disclosed. Embodiments may capture a dialing sequence of a caller and provide access to the dialing sequence, or redialing sequence, when the caller desires to re-establish a telephone connection. More specifically, embodiments recognize a significant pause in a dialing sequence by a caller and associate the pause with a line event such as a circuit event or an audible event, or a length of time. Some embodiments comprise resource managers and agents of the resource manager may monitor a line, and identify, interpret, and/or route the line events to an application server to capture a redialing sequence or replay the redialing sequence to re-establish a telephone connection. Other embodiments incorporate security measures to protect private data and error detection to determine when a redialing sequence is invalid.

Abstract: In a method of establishing callback communication between first and second terminals via a relay station, the first terminal sends a callback request for establishing the callback communication to the second terminal. The method comprises the steps of: (1) establishing first connection between the first terminal and the relay station; (2) sending the callback request from the first terminal to the relay station; (3) establishing second connection between the second terminal and the relay station with the first connection being kept established in response to a request from the second terminal; and (4) linking the first connection with the second connection in order to establish the callback communication between the first and second terminals. Further, a relay station performing the method is also provided. This method dispenses with any identifier for identifying the first terminal on performing the callback.

Abstract: A method and system are disclosed for automated call back of a first telephone station that has been placed on hold by a second telephone station in an advanced intelligent network. The system comprises a service switching point connected to the first telephone station, a service node adapted to connect the second telephone station with the first telephone station when the second telephone station becomes available, and a service control point containing a database identifying the service node as adapted to connect the second and first telephone stations.

Abstract: A method for carrying out an outgoing call reservation service, method comprises the steps of determining whether there is an input of the outgoing call reservation request from a calling subscriber of an exchange system, when a called party is determined to be in a busy state; concurrently re-dialing the called party over a plurality of available central office lines; detecting when one of said central office lines connects to the called party; terminating the re-dialing over the remaining plurality of available central office lines when one of the central office lines connects to the called party; and connecting the central office line that made the connection to the called party to the calling subscriber.

Abstract: When a terminating call is forwarded by a CTI-enabled switch to an off-switch destination, the associated CTI controller is notified of the delivery of that call and in response the controller records that destination number as busy and invokes a call back when free request in respect of the destination number. When a notification is received at the CTI-enabled switch that the destination number has become free, the controller is notified, and in response records the destination number as free. The CTI-enabled switch may comprise a switch in combination with a telephony card.

Abstract: A system and method for providing a call back option to a customer of a call center. According to one embodiment, the system includes a telecommunications switch and an automatic call distributor in communication with the telecommunications switch via first and second communications links. The system also includes means for providing the customer with a call back option in response to a first call from the customer, wherein the first call is routed to the automatic call distributor by the telecommunications switch over the first communications link, and means for establishing a second call between the automatic call distributor and the customer over the second communications link when the customer accepts the call back option.

Abstract: At telecommunication service that takes caller mobility into account and allows the caller to connect to a destination on one attempt. The intelligent call connection service according to the present invention receives a call initiated by a caller/subscriber and dials the called party's number identified by the subscriber. If the called party's line is busy or unanswered, the connection service prompts the subscriber to hang up. Thereafter, the connection service continues calling the called party for a predetermined duration and, when the called party answers, calls the subscriber back at one or more of the telephone numbers supplied by the subscriber as part of the service subscription. Thus, the subscriber or caller mobility is not hampered when the called party's line is busy or unanswered. The service-doesn't require the caller/subscriber to reinitiate the call when the called party's line is busy or unanswered.

Abstract: Advertising system for callers to busy data service providers. A caller to an ISP or similar service for which the number is busy can be automatically connected to a server which provides advertisements or other information while waiting for the number to become free. The connection to the server is dropped automatically when the ISP number is no longer busy, and a connection to the service provider originally dialed is automatically established. Software in a PSTN implements part of the invention, while software in a computer application or modem firmware implements the steps of the invention performed at the CPE. A user of the invention need not keep trying a busy number, and the feature can be paid for by revenue from selling the advertising.

Abstract: The facilities of a communications system are enhanced by providing a server that operates in behalf of a calling party and a server that operates in behalf of a called party to respectively establish communications between the calling and called parties via a communications network according to communications services respectively subscribed to by the calling and called parties.

Abstract: A method for managing communication between a communications center and a party outside the center, which center has a central communications switch which is configured to generate incoming call event indications responsive to incoming calls to the center. The method includes receiving a request from the party for a callback, and establishing an outgoing call to the outside party through the switch, responsive to the request, such that the switch generates an incoming call event indication responsive to the outgoing call.

Abstract: A calling party dials a called party, a no-answer status is received, and the called number is automatically redialed at intervals until receiving an answer status or reaching a maximum limit. Prompting a user for redial options may be included. A called party may be requested to select connection before the call is connected to the calling party.

Abstract: A distributed system of gateways for establishing telephone communication connections between digital telephone service (e.g., DSL) subscribers and analog subscribers. A DSL subscriber's telephone connection includes digital and analog channels. In one method of operating the system, when a DSL subscriber initiates a telephone call to a party that is not a subscriber to the same service, the call is routed through a DSL Access Multiplexer to a digital network. A portal or directory server on the digital network determines that the called party is not a subscriber and therefore locates a “pass-through” subscriber served by the same central office as the called party. The portal routes the call to the pass-through subscriber, where the call is transferred from the digital channel of the subscriber's DSL connection to the analog channel. It is then directed back to the central office and switched over the local loop to the called party.

Abstract: A cellular telephone subscriber who wishes directory assistance services is connected in the conventional manner to an operator who identifies a destination telephone number desired by the subscriber. As in the prior art, the operator then initiates a call connecting the subscriber to the destination telephone number. In a preferred embodiment, the operator locates a desired destination telephone number in a computer database, and can select automatic dialing of the located number. Further, rather than dropping all further involvement with the call, the preferred embodiment of the present invention continually monitors the connection thereby established for a predetermined DTMF signal issued by the customer, such as that obtained by pressing the “*” button. If such a signal is detected, the customer is transferred to a directory assistance operator, who can then provide whatever further assistance is needed (e.g. redialing a busy number, or providing further directory assistance).

Abstract: A novel Automatic Call Distribution (ACD) Center allows an on-hold customer, upon learning of an unacceptable waiting time for service, to accept a date- and time-stamped “Priority Token,” and then end the current telephone call. If the customer calls the ACD Center back within a predefined Token Window (stored in the ACD system memory and announced to the customer as he/she is receiving the Priority Token), as indicated by the automatic presentation of the Priority Token, the customer is placed back into the queue position he/she had during the previous call, or if that queue position has already passed, the customer is placed at the top of the queue to be served by the next available agent. The Priority Token stored in the ACD system memory includes the Directory Number in the preferred embodiment for ease of detection of calls incoming to the ACD Center.

Abstract: A calling party dials a called party, leaves a message on a voice messaging system after either receiving a busy status or a no-answer status, and the messaging system dials the called party at intervals until receiving an answer status and then plays the message. Prompts for delivery options and message options may be included.

Abstract: A system and method for call-back handling are described. A call from a caller to a client, is received and the number at which the caller can be called back is determined. The call-back handler then initiates a telephone call to the client through a public service telephone network standard line, either locally or on a public telephone network, and waits for the client to accept the call. Then, the caller is called and the calls from call-back handler to client and to the caller are connected.

Abstract: The invention allows a calling party who fails to get through to a called number and is diverted to a mailbox to set-up automatic re-dialling of the number. This entails the calling party's phone ringing the called number periodically for a pre-determined period of time, as defined by a user or within a PBX. The call is allowed to ring for a time less than the time at which the call would normally be diverted to the mailbox for the called number. Thus, the call rings for as long as possible without entering the mailbox. The invention thus enables a person to establish a call easily without cluttering the mailbox for the called number.

Abstract: The present invention addresses the current limitations of the automatic callback and automatic recall (AC/AR) features. Upon activation of AC/AR and subsequent timeout, the calling party receives ring back. Upon going off-hook, an announcement is played informing the calling party that the monitoring time has expired and that the call could not be completed during that time. The calling party is then offered service options including extending the monitoring time and message delivery.

Abstract: An originating party (10) places a call through an originating party called control (30), through a network (40), through a terminating party call control (50) to a terminating subscriber (22). For an inability to complete the connection from the originating subscriber to the terminating subscriber, control is returned from the terminating party call control through network (40) to the call control logic (31) of the originating party call control (30) or directly to the originating subscriber (10).

Abstract: A user calls a directory assistance service provider to search for a desired telephone number and be connected to a party at the desired number. In one such connection, the user is afforded enhanced directory assistance upon a user command in the form of an out-of-band signaling message, e.g., SS7 signaling message. For example, the user may be afforded further operator assistance by pushing on the user telephone a predetermined key (e.g., “*” key), which is detectable by the directory assistance service provider as an SS7 signaling message.

Abstract: A telephone having a self-screening mode. The self-screening mode made be switched on and off via an enabling circuit. When activated, the self-screening mode informs the caller that the call is inconvenient. However, the caller is allowed the opportunity to choose between a request for a call back, instigate a call some time later, or in urgent cases allowed to be put through to the receiver. The caller chooses the mode by hanging up in one of two distinct time modes or by simply waiting through a third time mode to be put through to the receiver in urgent cases. The caller may be notified of the time-windows by signal sounds and the length of time of each time window may be adjusted by time loops. Messages to support the caller may also be provided during the time-windows. Alternately, the caller may be prompted with a message to depress different keys to choose the different options.

Abstract: Advertising system for callers to busy numbers. When a call is received for a busy directory number the originator is notified and a determination is made as to whether the originator would like to activate an automatic callback feature. If the originator has activated the feature the call is forwarded to an advertisement server and the directory number is monitored. When the called directory number is free the originator is connected. In effect, an automatic callback service is provided free of charge to a caller, the revenues from the advertising paying for the service. The invention can be implemented either with an automatic callback facility or by using advanced intelligent network triggers. Computer program code within a telecommunication switch is used to implement the invention.

Abstract: A telephone system incorporating the present invention provides the capability for automated dialing of a telephone number stored in a caller ID log by determining the correct dialing procedure and then dialing the telephone number in accordance with the correct dialing procedure.

Abstract: A method and system for managing a telephony connection on hold to reduce the use of resources within the telephony network and/or to allow the user on hold to place their telephony device into an on-hook state after they have been placed on hold. In two embodiments, a user of a telephony device who has been placed on hold can initiate a Smart Hold whereby their telephony device can be placed in an on-hook state while on hold and the user will be signaled when the call is to be removed from hold. This allows the user to perform other activities while a Smart Hold has been implemented, without the need to keep a telephone handset to their car, for example. The freeing up of local loop resources can also be achieved. In another embodiment, the Smart Hold can be initiated by either party to a connection without requiring cooperation of the other party. In some embodiments, no toll charges or the like will be incurred while the Smart Hold is in effect.

Abstract: After a camp-on to a telephone B has been registered by a telephone A, when a callback is returned by detecting call termination of the telephone B, the callback can be temporarily released or the camp-on can be released by performing a release operation from a telephone D registered in the same group as the telephone A.

Abstract: In an automated call management method and system, automated processing is used to collect customer information that enables skills-based call routing and a camp-on approach to efficiently handling calls. The customer information is preferably acquired through use of a web-compatible form that is submitted by the customer. The form includes information that identifies agent attributes that are considered advantageous to handling a particular call, includes the callback telephone number, and may include the time at which the callback should be initiated. In another embodiment, the information is acquired using interactive voice recognition techniques. After an agent queue is selected on the basis of a correlation between identified agent attributes and the skills of a particular agent or agent group, a camp-on request is generated to initiate a connection when an appropriate agent is available.

Abstract: A proximity detector (111) is provided for causing automatic callback. The proximity detector (111) causes the called party's telephone (506) to send a signal to the telephone system indicating that the automatic callback may proceed. For example, the detector may cause an off-hook/on-hook event to be sent, or other specific signaling. The telephone system signals the calling party (502), who may then answer the automatic callback and be connected to the called party.

Abstract: A method for carrying out an outgoing call reservation service, method comprises the steps of determining whether there is an input of the outgoing call reservation request from a calling subscriber of an exchange system, when a called party is determined to be in a busy state; concurrently re-dialing the called party over a plurality of available central office lines; detecting when one of said central office lines connects to the called party; terminating the re-dialing over the remaining plurality of available central office lines when one of the central office lines connects to the called party; and connecting the central office line that made the connection to the called party to the calling subscriber.

Abstract: The invention discloses a method and system for processing a telephone call to an on-line subscriber, when the subscriber telephone line is busy as a result of the on-line connection. The incoming call is forwarded to a server, where the calling station is given an option to leave a recorded message and particulars of the call (date and time) and calling station (telephone number and caller identification) are stored in a call-back list server. The system sends an alerting message to the data terminal of the on-line subscriber, where an icon, representing calls stored in the call-back list, is displayed to the subscriber. The subscriber may review particulars of calls stored in the call-back list and may return calls while remaining on-line using Internet telephony, or by other means, such as a TAPI interface. The subscriber may also review or retrieve stored messages in the voice-mail server while remaining on-line.

Abstract: A temporarily saved band value management table for managing temporarily saved band value is provided, as is a band management table for managing empty band value in the storage device of an ATM exchange comprising a storage device, a control device, and the like. The control device selects a corresponding empty band value for a temporarily saved band value when a first camp-on request is received from a terminal, and sets the empty band value to “0.” In addition, the control device adds to the temporarily saved band value a band value released by a break in communication when a camp-on request is registered, and grants permission for communication to the terminal that has issued this camp-on request when the temporarily saved band value is higher than the band value required by a registered camp-on request. The control device determines whether or not a connection request can be accepted on the basis of the empty band value stored in the band management table.

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: The present invention is a system for distributing the reconnection attempts of multiple system users in a CDMA telephone system over a broad time window. The present invention allows either the base station or the mobile station to process data to determine an appropriate reconnect time. The data may include resource capability, priority, client connects pending, and timing and amount of data on pending connection requests. Using this data information, a more efficient reconnection scheme may be developed. The number of requests required to successfully connect can be reduced while increasing the utilization of resources and reducing the delay until connection. Under an intelligent reconnection scheme, the probability of system users attempting simultaneous reconnection is reduced, thus reducing the likelihood of reconnection collision.

Abstract: An advanced resource management system for an interactive voice response (IVR) service node allows multiple network ports to be served by one application port thereby increasing efficiency. An IVR with a plurality of network ports can now be efficiently configured with a plurality of application ports with varying capabilities. The resource management system determines which of the plurality of application ports on the service node has the capability to service an incoming call and then dynamically assigns a time slot to one of the network ports and to one of application ports to perform IVR services. The dynamic allocation of application ports to network ports also allows for a more simplified connection of the service node to the telecommunications network in which it is deployed.

Abstract: According to this invention, a digital key telephone system connected to an analog public network NW having a function of transmitting a ringing signal including identification information of a calling line through a subscriber line (CO line), accommodating a plurality of extension lines each connected to a digital key telephone (DKT) 2 or a standard telephone (STT) 4 as an extension terminal, and having a function of switching and connecting the subscriber line to the plurality of extension lines or the extension lines to each other includes a called party storage means storing, in advance, information representing the correlation between the calling line and the extension terminals 2 and 4 as a called terminal. When a ringing signal arrives from the analog communication network NW, calling line identification information (caller ID) contained in the ringing signal is detected by a calling line identification information interface unit (RCIU) 12.

Abstract: An automated method and apparatus for notifying subscribers of a customer message manager notification system upon changes in some real-time data is disclosed. Subscribers are notified in an order based on some predetermined criteria, such as subscriber level. More specifically, airline customers are notified of changes in airline information which affects their travel plans, as well as other types of notification. This notification can occur via standard communications devices commonly carried by travels such as pagers, two-way pagers, cellular telephones (e.g., via automated voice, call centers), and mobile computers (e.g., via email or a web page). The present invention further provides for notifying selected groups of customers based on a predetermined criteria, such as frequent flyer level, class of service, or price of ticket.

Abstract: An automatic redialing method for amiable communication network and a mobile communication system are disclosed. When a call meant for a telephone terminal belonging to a public switched telephone network is originated on a mobile station, but the telephone terminal is busy, a mobile communication exchange receives BUSY information from an exchange covering the telephone terminal on a control line. The mobile communication exchange transfers the BUSY information to a base station covering the calling mobile station. The base station transforms the BUSY information to a corresponding BUSY message capable of being sent on a radio channel and sends the BUSY message to the mobile station by adding it to the control field of a reverse control channel. On receiving the BUSY message, the mobile station once disconnects the channel, sets its timer, and redials the telephone terminal on the elapse of a preselected period of time.