Abstract: The present invention suppresses the number of connections from another network, and reduces the load on call processing apparatuses in a local network.

Abstract: The present disclosure relates generally to facilitating routing of communications. One example includes a communication server determining capacities associated with a terminal devices based on workloads for agents associated with the terminal devices. Historical acceptance data is accessed for past interaction invitations to user devices associated with one or more criteria. Current data is then used to determine available interactions and to facilitate interactions using interaction invitations based on the historical data and the current number of available interactions.

Abstract: An exposure of a user of a network to an adverse network event can be estimated based on network topology data, network traffic associated with the user, and network performance data. A subgraph of the network topology including candidate paths through the network devices and links of the topology that were traversed by the user's network traffic can be estimated using the network topology data and the network traffic data associated with the user. Using the network performance data, an adverse network event can be mapped on the candidate paths of the subgraph to determine an impact of the adverse network event on the user's network traffic. Upon determining that the adverse network event impacts the user, the user can be notified regarding the adverse network event. Optionally, actions to reduce the impact of the network event on the user can be performed.

Abstract: An example of a channelizer includes a plurality of receiver circuits, an individual receiver circuit including a frequency demultiplexer that is configured to demultiplex a plurality of subchannels and a time-division demultiplexer coupled to the frequency demultiplexer, the time-division demultiplexer configured to time-division demultiplex the plurality of subchannels to provide a plurality of time-division outputs, an individual time-division output including portions of data from each of the plurality of subchannels; and a plurality of switch circuits, each configured to receive a different time-division output of the plurality of time-division outputs from the individual receiver.

Abstract: A method and apparatus for transporting packets over a wide area network (WAN) in a communications network are provided where the WAN comprises a plurality of interconnected nodes including at least a first communication node, a second communication node and a WAN controller node. The method comprises establishing virtual private network (VPN) tunnel connections on communication links between some or all of the communication nodes comprising the WAN, using a non-stream-oriented transport layer protocol to establish a non-stream-oriented association for each VPN tunnel connection, and, on receiving a packet connection from a source device at said first communication node, encapsulating packets from said packet connection into one or more non-stream-oriented associations between the first communication node and the second communication node to thereby transport said packets from the source device to the second communication node.

Abstract: A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.

Abstract: A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.

Abstract: Various embodiments manage service issues within a wireless communication network. In one embodiment, a one or more call detail records associated with a set of wireless communication devices of a wireless communication network is received. A set of information within each of the one or more call detail records is compared to a baseline statistical model. The baseline statistical model identifies a normal operating state of the wireless communication network. At least one outlier call detail record in the one or more call detail records is identified based on the comparison. The at least one outlier call detail record indicates that at least one wireless communication device associated with the at least one outlier call detail record experienced one or more service issues.

Abstract: Displaying windows on a computing device includes displaying a first window on a display of a computing device. First user input corresponding to a drag gesture from a first edge of the display inward and away from the first edge is received. In response to the received first user input, a second window is displayed concurrent with display of the first window. Second user input corresponding to a swipe gesture from a second edge of the display inward and away from the second edge is received. In response to the received second user input, a third window is displayed that replaces the concurrent display of the first and second windows. A state of the concurrent display of the first and second windows is stored for subsequent concurrent display of the first and second windows.

Abstract: A method of delaying checkpointing in a virtual machine system. In one embodiment, the method includes the steps of examining a network frame to determine if it is a deferrable frame and if the frame is a deferrable frame, delaying a checkpoint associated with the frame. In another embodiment, the deferrable frame is one of a group comprising: an IP packet tagged with the ‘more fragments’ attribute; TCP data segments that lack the PSH flag and carry no flags other than ‘ACK’; and TCP segments that contain no data and carry only the ‘ACK’ flag; and any frame originating from or destined to a designated network address or port number. In still another embodiment, the method includes the step of concatenating the delays due to deferrable frames. In still yet another embodiment, the method further includes setting an upper limit to the amount of delay that can be generated.

Abstract: A system and method that allocate call capacity based on the need to divide the call capacities of at least some call-termination devices across geographic regions. Accordingly, the allocation system uses various input parameters as constraints in a linear programming optimization, which has the objective of maximizing the capacity allocation of a device to fulfill the traffic demands of each region being processed. The input parameters that are used include i) the traffic demand forecast of each geographic region being evaluated, ii) the available call capacity of each call-termination device, iii) the call destinations associated with each region, and iv) service levels associated with each given call destination. Call-capacities are separately allocated for i) the predicted traffic that is expected in the next time period and ii) an additional margin of excess traffic above and beyond the expected traffic.

Abstract: Communication systems, such as the long term evolution (LTE) of the third generation partnership project (3GPP), may interoperate with other communication systems. Interoperating communication systems may benefit from forking interworking in cases where, for example, one network supports session initiation protocol forking and one network does not. A method may include receiving a session initiation protocol invite request containing a session description protocol offer from a network not supporting forking. The method may also include receiving, in different early dialogs, a plurality of provisional session initiation protocol responses containing session description protocol answers. The method may further include storing information from the answers together with information about a related session information protocol dialog.

Abstract: A device may receive a request to enable service on a wireless network for a user device. The user device may be associated with a wired network. The device may request network provisioning information, associated with the wired network, identifying service activation parameters. The device may provision the wireless network based on the request for network provisioning associated with the wired network. The device may synchronize caller information to a first caller information device, associated with the wireless network, from a second caller information device, associated with the wired network. The caller information may include caller identification information. The device may enable the service for the user device on the wireless network based on provisioning the wireless network and synchronizing the caller information to the first caller information device from the second caller information device.

Abstract: A method and apparatus for controlling a call volume for an office that serves as a protecting site for another office in a packet network are disclosed. For example, the method collects one or more customer registration counts from one or more session border controllers located in a first office, determines if the one or more customer registration counts have reached or exceeded a threshold. The method directs all of said one or more session border controllers located in said first office to enact one or more throttling rules if the one or more customer registration counts have reached or exceeded the threshold.

Abstract: A system and method that allocate call capacity based on the need to divide the call capacities of at least some call-termination devices across geographic regions. Accordingly, the allocation system uses various input parameters as constraints in a linear programming optimization, which has the objective of maximizing the capacity allocation of a device to fulfill the traffic demands of each region being processed. The input parameters that are used include i) the traffic demand forecast of each geographic region being evaluated, ii) the available call capacity of each call-termination device, iii) the call destinations associated with each region, and iv) service levels associated with each given call destination. Call-capacities are separately allocated for i) the predicted traffic that is expected in the next time period and ii) an additional margin of excess traffic above and beyond the expected traffic.

Abstract: A communication control device include a call connection count management unit that acquires a call connection count that indicates a number of calls that are being processed by each of call control servers which performs a call process; a server stop control unit that transfers a call process that is allocated to a first call control server selected on the basis of the call connection count to another call control server, and that stops the first call control server when no call process allocated to the first call control server is present; and an assignment control unit that assigns, when the call control server that performs the call process associated with a processing request related to a call process is being stopped, the processing request to the other call control server to which the call process associated with the processing request is transferred.

Abstract: A system may include a failed route avoidance device. The failed route avoidance device may receive a notification that a record, of a call that failed to be extended to a contact agent in a customer network, is inserted into a failed call list; determine whether an identifier for the contact agent associated with the call is to be placed in an avoidance list based on a response code that a network element sends, to a call router that received the call, when the a connection from the call at the call router to the contact agent fails to be established; generate an avoidance record when the failed route avoidance device determines that the identifier for the contact agent is to be placed in the avoidance list; and send the avoidance record to a configuration device that inserts the avoidance record into the avoidance list.

Abstract: A system for effecting special treatment of emergency calls originating from a temporarily designated region; emergency calls originating from the region ordinarily being routed to a first emergency answering position. The system includes: (a) a geographic mapper; (b) a polygon manager coupled with the geographic mapper; at least one of the geographic mapper and the polygon manager unit being coupled with an emergency network handling the emergency calls; the polygon manager and the geographic mapper cooperating to effect designation of the region; and (c) a call routing unit coupled with the emergency network and coupled with at least one of the geographic mapper and the polygon manager. The call routing unit provides alternate call routing of the emergency calls originating in the region substantially while the region is designated to at least one other emergency answering position than the first emergency answering position.

Abstract: A system and method blend particular quality considerations into the process of expanding the route choices in a route table, such that more calls can be successfully routed while maximizing certain objectives. The quality considerations drive how additional routes are chosen for the route table and how call volumes are allocated to the chosen routes so that overall profitability can be maximized within the governing constraints of quality targets, route quality, predicted traffic, and route capacity.

Abstract: Computer readable media and methods are provided for initiating a failover state in a network element. A failover is when the element's traffic is routed to a redundant element which takes over the functions of the element, and any session state information stored in the element is also transferred to the redundant element. If a failover occurs with an upstream element, a downstream element is not aware of the failover and does not transfer its session state information to its redundant element. By maintaining a database of historic usage information, the downstream element can determine that an upstream failover has occurred when the amount of data it is processing drops below a minimum usage threshold. The minimum usage threshold is based on the historical usage data and a relationship between a given time in the past and the current time.

Abstract: A critical assured service that includes a network management system and an A/B switch. The A/B switch having at least four ports with a first port being connected to the network management system over a dedicated line. The A/B switch sending and receiving messages and/or signals from the network management system over the first dedicated line. The A/B switch automatically switching telephone service from a first point of presence to a second point of presence after the A/B is signaled that the first point of service is inoperable.

Abstract: A predictive dialer in a call center may originate a number of outbound calls on behalf of agents for an outbound call campaign. Since many calls may fail to connect with the right party, the predictive dialer may originate several contemporaneous calls in order to provide a single call to an available agent. A pacing algorithm in the predictive dialer determines how many calls are to be made based on various factors, conditions, and rules. In some instances, the predictive dialer may attempt to originate more calls than there are available trunks. In such instances, the number of originated calls is limited by the number of available trunks causing a trunk-related deficiency condition, which can adversely impact the agents' performance. Various embodiments of the invention detect and provide notifications of such conditions to allow effective diagnosis of the cause of degradation of agent performance.

Abstract: A device may receive a request to enable service on a wireless network for a user device. The user device may be associated with a wired network. The device may request network provisioning information, associated with the wired network, identifying service activation parameters. The device may provision the wireless network based on the request for network provisioning associated with the wired network. The device may synchronize caller information to a first caller information device, associated with the wireless network, from a second caller information device, associated with the wired network. The caller information may include caller identification information. The device may enable the service for the user device on the wireless network based on provisioning the wireless network and synchronizing the caller information to the first caller information device from the second caller information device.

Abstract: A call processing method in an Internet Protocol (IP) converged system includes: requesting an incoming call to be routed through an IP network; checking a data traffic-processing state of a traffic manager in response to the request; and rerouting the call through the IP network or rerouting the call through a Public Switched Telephone Network (PSTN) according to the checked data traffic-processing state.

Abstract: A method of regulating data transmissions used with telematics-equipped vehicles. The steps include establishing a period of anticipated call center service outage, notifying a plurality of telematics units of the period of anticipated call center service outage, storing that outage information at the plurality of telematics units, and then when a call from the vehicle to the call center is desired during the service outage, the process implements a call handling procedure that delays most calls until the call center is available, but that provides alternative call solutions for urgent or occupant-placed calls. Once the call center is available, postponed calls can be staggered to avoid a large initial spike in calls received at the call center.

Abstract: A call routing system employs a primary call outing device configured to receive directory assistance calls from callers at a first directory assistance system, and determines, for each of the calls, whether they will be handled by the first directory assistance system, or by a second directory assistance system among a plurality of directory assistance systems. A secondary router is also provided, configured to route the calls within the first directory assistance system to the primary call routing device The secondary router has a default call distribution logic, such that if the primary call routing device is off-line, the secondary call router routes the calls among the first directory assistance system and the plurality of directory assistance systems according to the default distribution logic.

Abstract: An inbound traffic allocation module is configured to store, in a database, data received from a plurality of site-services, and to determine a route capacity based at least in part on the received data, data received from each of the site-services including data related to at least one of a health and a busyness of the site-service. A traffic manager module is configured to retrieve the data from the site-services and to provide the data to the inbound traffic allocation module. A service selection engine module is configured to receive a request to route a call, and to route the call to one of the site-services based at least in part on the route capacity associated with the site-service.

Abstract: A method and system for transmitting data corresponding to at least one endpoint device problem in a packet communications network is described. Specifically, an endpoint device detects at least one problem that pertains to the endpoint device. The endpoint device then generates data pertaining to the endpoint device problem. Lastly, the endpoint device then transmits the data detailing that endpoint device problem to the packet communications network.

Abstract: Aspects of the disclosure relate to routing of an emergency communication under fault conditions. Routing can be implemented in a packet-switching (PS) network that provides voice service. For a network node of the PS network, availability to route the emergency communication through a specific emergency service routing number (ESRN) can be determined and, in response to the network node being unavailable, administrative data associated with the ESRN can be accessed. In addition, an identifier associated with the administrative data can be updated (e.g., created or modified) with data indicative of the device that originated the emergency communication. The administrative data and the resulting identifier can be delivered to a second network node that can route the emergency communication to an emergency service network.

Abstract: Example methods, apparatus and articles of manufacture to determine authorization levels in a virtual private network are disclosed. A disclosed example method includes determining whether a call originated from an originating station associated with a virtual private network, the call originating via a private branch exchange associated with the virtual private network by a first user of a plurality of users associated with the virtual private network, querying a private-number table based on at least one of a switch identifier representing a service switching point, a trunk group identifier representing the private branch exchange, or an originating station identifier representing the originating station to obtain a private number assigned to the first user, and providing an authorization level associated with the private number to the service switching point, the service switching point to process the call according to the authorization level.

Abstract: A predictive dialer in a call center may originate a number of outbound calls on behalf of agents for an outbound call campaign. Since many calls may fail to connect with the right party, the predictive dialer may originate several contemporaneous calls in order to provide a single call to an available agent. A pacing algorithm in the predictive dialer determines how many calls are to be made based on various factors, conditions, and rules. In some instances, the predictive dialer may attempt to originate more calls than there are available trunks. In such instances, the number of originated calls is limited by the number of available trunks causing a trunk-related deficiency condition, which can adversely impact the agents' performance. Various embodiments of the invention detect and provide notifications of such conditions to allow effective diagnosis of the cause of degradation of agent performance.

Abstract: A wireless device receives a request to originate a data call, e.g., from the user or a higher layer application. If origination control is not to be applied, then the wireless device originates the data call immediately. Otherwise, the origination of the data call is controlled based on prior data call origination attempts that are applicable to the data call. For example, the wireless device may originate the data call immediately if (1) the most recent origination attempt was successful or (2) the most recent origination attempt was unsuccessful but a predetermined time period has elapsed since this unsuccessful origination attempt. If the most recent origination attempt was unsuccessful and the predetermined time period has not elapsed, then the wireless device may (1) wait until this predetermined time period elapses and then originate the data call or (2) reject the data call.

Abstract: A method and system for providing reliable path for Direct Inward Dial (DID) calls on networks, e.g., Time Division Multiplexed (TDM) networks, the packet networks Voice over Internet Protocol (VoIP) and Service over Internet Protocol (SoIP) networks are disclosed. In one embodiment, the present method enables the customers to request for a reliable path for Direct Inward Dial (DID) calls. For example, the present method enables a service provider to connect a customer's switch, e.g., a PBX, to two or more switches (or softswitches) via two separate DID trunk groups. The method also enables the service provider to create a DID trunk group between the two or more switches (or softswitches) connected to the customer's switch. With this architecture, the service provider is able to continue to forward DID calls towards the customer's switch even if one of the two separate DID trunk groups has failed.

Abstract: A system for call recovery, according to one embodiment of the present invention comprises a first device, a second device, a switch and a failover device. The first device, second device and failover device are communicatively coupled to the switch. The switch has a first communicative connection with a first device and a second communicative connection with a second device. The first and second communicative connections form a call between the first and second devices. The switch determines a recovery rule for the call and identifies the failover device based on the recover rule. The switch determines a call failure event during the call between the second device and the first device. The failover device builds a new communicative connection to the switch so that the failover device is communicatively coupled to the switch responsive to the call failure event, and connected on a call with the second device.

Abstract: A system and method to provide an emergency communication network including a first responder device and at least one recipient by using a local agency communication node configured to relay communications using, in part, a VoIP interface to retransmit a communication received at a local agency as a ham communication received by at least one ham radio communication node which may be sent to and received by one or more recipients though a VoIP interface over the Internet.

Abstract: An apparatus and method for managing a Random Access CHannel (RACH) in a mobile communication system, in which a User Equipment (UE) receives a UE information transmit request for a RACH procedure from a network, and transmits, to the network, a message including information indicating a contention detected in the RACH procedure.

Abstract: Methods and devices for controlling a set-up of a call from a calling entity (CE201) to a called entity in a telecommunications network are described. The telecommunications network comprises a service control entity (SCE205) and a service switching entity (SSE204). The service control entity (SCE205) is adapted to perform the steps of receiving from the service switching entity (SSE204) an indication that the first call attempt failed, receiving from the service switching entity (SSE204) an indication of the further call attempt, obtaining call information related to the first call attempt, determining a call establishment procedure for the further call attempt based on the call information related to the first call attempt, sending an instruction to the service switching entity (SSE204) to continue the set-up of the further call attempt according to the call establishment procedure.

Abstract: A method and apparatus for reassignment of classifier probabilities based on dynamic events is disclosed. In one embodiment, the present invention provides a method for dynamically detecting change in the rate and type of calls, reassigning the natural language classifier probabilities based on the dynamics of the change and routing calls according to the detected changes. The method enables the user to route calls efficiently and be more responsive to customers.

Abstract: A method and apparatus for providing a reliable Voice Extensible Markup Language (VXML) over packet networks such as Voice over Internet Protocol (VoIP) and Service over Internet Protocol (SoIP) network are disclosed. For example, a service provider may utilize a plurality of content servers that can be accessed by at least one telephony browser. The telephony browser can reach the content browsers directly as well as through a shared server that may load balance among the content servers. When a request for a VXML content, e.g., a VXML application, is received, the telephony browser sends the request to the shared server. If the request fails or a response is not received prior to expiration of a predetermined time interval, then the telephony browser sends a second request directly to one of the content servers that is capable of providing the requested content.

Abstract: According to one embodiment, a method may include detecting existence of an alarm-triggering event associated with a service at a maintenance level. The method may also include analyzing one or more parameters associated with carrier traffic for the service. The method may additionally include determining whether a data path for carrier traffic associated with the service is operational based on the analysis of the one or more parameters. The method may further include masking or downgrading an alarm triggered by the alarm-triggering event in response to a determination that the data path is operational.

Abstract: A method for collecting communication information, a test method and a network device are disclosed. The method for collecting communication information includes: presetting a command for collecting diagnostic information about voice quality, and obtaining Dual Tone Multi Frequency (DTMF) signals; and judging whether the DTMF signals match a preset command for collecting diagnostic information about voice quality, and collecting information according to the preset command if determining that the DTMF signals match the preset command. A test method is also provided, and, accordingly, a network device is provided. Through the technical solution under the present invention, diagnostic information is collected quickly after a voice quality problem occurs.

Abstract: A system and method for operating a telephony application platform including a load balancer that receives application requests, a scalable plurality of telephony resources that includes a communication gateway to at least one application server and a communication gateway to at least one telephony device, and a resource allocation that scales the plurality of telephony resources according to capacity requirements of the application requests. A telephony resource of the plurality of telephony resources processes an application session initiated from an application request of a load balancer.

Abstract: A method and corresponding apparatus are provided to route a call from a customer to a destination. A call setup message sent from a customer switch intended to signal a switch to perform a call routing function or request a call routing function be performed is intercepted. A call release message sent from the switch intended to signal the customer switch of network congestion is intercepted. In response to either the call setup message or the call release message being intercepted, a routing engine is queried with the destination of the call for a specific route over which to carry the call. The call setup message is modified to include the specific route. The call release message is responded to with a re-route call message that includes the specific route. The switch is directed with either the modified call setup message or re-route call message to use the specific route to carry the call from the customer to the destination.

Abstract: Example methods, apparatus and articles of manufacture to determine authorization levels in a virtual private network are disclosed. A disclosed example method includes determining whether a call originated from an originating station associated with a virtual private network, the call originating via a private branch exchange associated with the virtual private network by a first user of a plurality of users associated with the virtual private network, querying a private-number table based on at least one of a switch identifier representing a service switching point, a trunk group identifier representing the private branch exchange, or an originating station identifier representing the originating station to obtain a private number assigned to the first user, and providing an authorization level associated with the private number to the service switching point, the service switching point to process the call according to the authorization level.

Abstract: A method for allocating a call batch that includes a plurality of calls, to one out of a possible “n” providers for near simultaneous transmission by the one provider to a plurality of recipients, wherein each of the “n” providers has an overall capacity and a current level of use. In particular, the method comprises computing the potential free capacity of each provider by subtracting the call batch size from the actual capacity, and dividing the potential free capacity by the overall capacity to determine the proportion potential free capacity; and allocating the call batch to the provider having the largest proportion potential free capacity.

Abstract: A method to be executed in a session initiation protocol (SIP) environment is provided that includes detecting, by a first agent, a potential lost connection associated with a signaling path. The signaling path couples a first endpoint and a second endpoint and is operable to exchange signaling data. The potential lost connection is associated with a call between the first and the second endpoint, the first agent being associated with the first endpoint. The method also includes communicating a reinvite to a second agent that is associated with the second endpoint in order to determine whether the call between the first endpoint and the second endpoint is active.

Abstract: An exemplary method includes receiving at a calling party network a notice of an intended communication between a calling endpoint and a plurality of called endpoints located in a plurality of called party networks, wherein the intended communication requires a resource in each of the calling party network and the called party networks for supporting a streaming data protocol. The notice is forwarded toward the plurality of called party networks and in parallel with said forwarding, a determination of resource availability for the calling party network is initiated for the intended communication. The method further includes determining for the intended communication the determination of resource availability for the calling party network, wherein the determination is for a first resource for the first network; and verifying resource availability for the intended communication based on the determination for the calling party network and a resource availability indicator for each called party network.

Abstract: Computer readable media and methods are provided for initiating a failover state in a network element. A failover is when the element's traffic is routed to a redundant element which takes over the functions of the element, and any session state information stored in the element is also transferred to the redundant element. If a failover occurs with an upstream element, a downstream element is not aware of the failover and does not transfer its session state information to its redundant element. By maintaining a database of historic usage information, the downstream element can determine that an upstream failover has occurred when the amount of data it is processing drops below a minimum usage threshold. The minimum usage threshold is based on the historical usage data and a relationship between a given time in the past and the current time.

Abstract: Registering with a call manager includes connecting to a first call manager and a second call manager. The endpoints register with the first call manager and send keep-alive signals to the first call manager and the second call manager. If a failure is detected in the first call manager, the system initiates a failover process. The endpoints re-register with the first call manager when the first call manager regains operability.

Abstract: A system for (and a method of) selectively establishing communication with one of plural devices associated with a single telephone number during a disaster or disaster recovery period. In a preferred embodiment, the system includes two wireless connection units, each connected between a respective private branch exchange (PBX) network and a public switched telephone network. Each wireless connection unit preferably serves as a gateway between its respective PBX network and one or more remote communication devices. The wireless connection units replicate each others databases. In the event of a disaster that destroys or renders one of the wireless connect/PBX networks inoperable, telephone calls destined for the inoperable network are seamlessly routed to the operable wireless connect/PBX network. Since the operable wireless connection unit contains information for both networks, inbound, outbound and extension to extension calls for each network can be handled despite the disaster.