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: The present technology is directed to systems and methods for integrating route and rank information into call detail records. The system receives information relating to a communication that is established between a first communication device and a second communication device. The information includes routing information for the established communication that includes at least a route identifier and a rank identifier. The system records the received route identifier and the rank identifier in a call detail record that is generated for the established communication. The route and rank information may be analyzed to for various purposes including troubleshooting and quality improvement.

Abstract: A processor is configured to receive call records from telecommunication network and load the call records into a telephone number (TN) list. Local Routing Number (LRN) data identifying ported numbers are obtained from a reference database and applied to the call records to enrich the call records with ported information. Also, Local Exchange Routing Guide (LERG) data associated with the LRN data are obtained from the reference database and applied to the call records to enrich the call records with LERG information. Based on the LERG information, an originating carrier from a routing carrier for the call records is distinguished. The originating carrier is a carrier originating a call and passing the call to the routing carrier for delivery to its final destination. The ownership to the call records are assigned based on the originating carrier.

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: An interactive voice response process that permits an intelligent interactive voice system to communicate with a caller includes receiving a call and connecting the caller with the system. The process also includes identifying the caller, determining if the caller is a first time caller or a repeat caller, and interactively communicating with the caller in accordance with an interactive script. For each first time caller, the process establishes a personal profile of the caller from information gathered from the caller. The process then develops a predictive personalized interactive communication dialog for future calls from the caller based on information gathered from the caller during the interactive communication and stored in the caller's personal profile.

Abstract: A method and apparatus for enabling multiple services to be invoked in a specific precedence per call are disclosed. For example, the present method allows a subscriber to interact with a plurality of services provided by a service provider on a single call.

Abstract: In one embodiment, a network device attaches a header including an identifier for an original call to an outgoing refer message and may also modify a table entry for a consultative call to include the identifier. The network device then monitors incoming invite messages for a header containing the identifier and observes that an incoming invite message containing the header correlates to the original call. When a header is not included, the network device extracts information from the incoming invite messages and compares the extracted information to the modified table entry to correlate one of the incoming invite messages to the original call.

Abstract: Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help.

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 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 system and method for producing and transmitting speech messages during voice calls over communication networks is introduced. The system and method for producing and transmitting speech messages during voice calls over communication networks include an advertisement server connected to a communication network. A user uses a calling device to call the advertisement server and record advertisement in his specific voice or voice samples off which an advertisement synthesizer can generate advertisements in the user's specific voice. These advertisements are later played during voice calls between a calling device and a destination device. A billing system is used to log and bill advertisers for the advertisements played.

Abstract: A method, system, and computer program for routing an outgoing communication in real time is presented. A communication is received from a caller to an intended receiving wireless telecommunication device. In response to the communication failing to connect to the intended receiving wireless telecommunication device, scan of other alternate telecommunication devices is initiated to determine if other communication devices are available for receiving a re-route of the original communication. If an alternate telecommunication device is available to receive the communication, then the communication is rerouted to the preferred alternate telecommunication device based on the alternate telecommunication device being a mutual contact of the contact list of the caller telecommunication device and the mapping profile of the intended receiving telecommunication device.

Abstract: A facility for maintaining a subscriber history pertaining to the use of a mobile device with an IP-based telecommunications service offered by a service provider. When a connection request is made by a mobile device to access an IP-based telecommunications service, one or more identifiers associated with the requesting mobile device and access point are provided in the request and stored by the facility. In some cases, the identifiers are stored even if the mobile device is unable to, or not authorized to, access the telecommunications service. Additional parameters associated with the request from the mobile device, such as a time stamp and details of a subsequent telecommunications session, are also associated with the stored request. The history of requests to access the IP-based telecommunications service from the mobile device are maintained by the facility and provided to a service support provider.

Abstract: A device receives network information, least cost route (LCR) forecast information, network administrator inputs, and looping exceptions, and receives a call, from an originating location, to a terminating location. The device determines a LCR for the call based on the network information, the LCR forecast information, the network administrator inputs, and the looping exceptions. The device generates routing instructions for the determined LCR, and provides the routing instructions to one or more network elements associated with the determined LCR. The call is routed to the terminating location, via the one or more network elements associated with the determined LCR, and based on the routing instructions.

Abstract: A user may want to search for relevant information and/or conduct a transaction through an information assistance service. During an information assistance call, the user may return to an information assistance provider multiple times to accomplish the task at hand. To continually serve the user effectively, certain search results by previous information assistance providers are retained for the benefit of a future information assistance provider interacting with the user during the same call.

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 device receives network information, least cost route (LCR) forecast information, network administrator inputs, and looping exceptions, and receives a call, from an originating location, to a terminating location. The device determines a LCR for the call based on the network information, the LCR forecast information, the network administrator inputs, and the looping exceptions. The device generates routing instructions for the determined LCR, and provides the routing instructions to one or more network elements associated with the determined LCR. The call is routed to the terminating location, via the one or more network elements associated with the determined LCR, and based on the routing instructions.

Abstract: In one embodiment, a network device attaches a header including an identifier for an original call to an outgoing refer message and may also modify a table entry for a consultative call to include the identifier. The network device then monitors incoming invite messages for a header containing the identifier and observes that an incoming invite message containing the header correlates to the original call. When a header is not included, the network device extracts information from the incoming invite messages and compares the extracted information to the modified table entry to correlate one of the incoming invite messages to the original call.

Abstract: A method and apparatus are provided for transferring contacts among automatic contact distributors of an automatic contact distribution system. The method includes the steps of collecting information from a contact through an interactive voice response unit of a broker automatic call distributor of the automatic contact distribution system, incorporating the collected information into a SIP message, forking the SIP message from the broker automatic contact distributor to a plurality of other automatic contact distributors of the automatic contact distribution system and transferring the contact from the broker automatic contact distributors to one of the plurality of automatic contact distributors.

Abstract: A system and method for dynamic load balancing between telephony systems are provided. The system includes an input to receive a call from a primary interactive voice response (IVR) system. The system also includes an IVR unit responsive to the call to receive input from a caller. The system also includes logic to select a telephony system from among a plurality of telephony systems based on the input from the caller and based on agent availability data of the plurality of telephony systems. The system further includes at least one output to send the received call for allocation to a call center site of the selected telephony system based on a routing protocol associated with the selected telephony system.

Abstract: By providing identification information for a second party, a first party may access address profiles to send an electronic communication to the second party without knowing the electronic contact information for the second party. The address profiles are created by collecting electronic contact information from a plurality of public and private sources. A code may then be assigned to the information from each source for each party identified. Codes from respective sources may then be analyzed for similarities in order to identify codes that may correspond to the same party above a similarity threshold. When codes correspond above the similarity threshold for the same party, an address profile may be associated with the codes and may be associated with the same party.

Abstract: A user may want to search for relevant information and/or conduct a transaction through an information assistance service. During an information assistance call, the user may return to an information assistance provider multiple times to accomplish the task at hand. To continually serve the user effectively, certain search results by previous information assistance providers are retained for the benefit of a future information assistance provider interacting with the user during the same call.

Abstract: This invention provides the ability to load balance calls in a communications network using a certain criterion, such as a user-specified call priority, or the call service category. The method is applied when selecting a route for a new call or for re-balancing the calls across a network. When the user-specified call priority is used, the aggregated number of calls with the same priority or service category is calculated for all possible routes the new call may use. The aggregated number of calls is then divided by the number of hops in the respective routes; the route with the smallest ratio is selected for the new call. Re-balancing is performed by re-routing the calls in such a way as to obtain a similar number of calls of the same priority, or service category along all possible routes.

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: Methods and systems for measurement-based call admission control in a media gateway are disclosed. A request for establishing a new voice-over-IP (VoIP) call for sending and receiving voice over IP packets in a media gateway is received. The request indicates a required bandwidth for the new call. Bandwidth utilization of at least one Internet protocol (IP) network interface for sending and receiving voice over IP packets in the media gateway is determined. The media gateway determines whether to admit the new VoIP call based on the determined requested bandwidth for the new call and the determined bandwidth utilization for at least one of the IP network interfaces.

Abstract: A system and method for allocating vocoder resources for interconnect calls includes consideration of what percentage of interconnect calls have been assigned to a particular vocoder type. In an embodiment a vocoder type is assigned to a given interconnect call based on a comparison of the available capacity of the telecommunications network to one or more threshold values, and a determination on whether or not the percentage of interconnect calls assigned to a given vocoder type has exceeded a threshold percentage. In certain embodiments, the vocoder is adapted to operate in one of at least two possible types, where the first type is characterized by a higher voice quality, but a lower network capacity, than the second type.

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

Abstract: A method and apparatus for enabling multiple services to be invoked in a specific precedence per call are disclosed. For example, the present method allows a subscriber to interact with a plurality of services provided by a service provider on a single call.

Abstract: For quickly restoring a previously set up call between first and second terminals associated respectively with first and second call servers, a first call string associated with the first terminal and with a first context of the call previously stored in the first server is created. A call restoring request including a second call string reference extracted from the first context is transmitted from the first to the second server. In the second server, a second call string is searched depending on the reference included in the request. If the second string is found in association with the second terminal, call restoring between the first and the second terminals through a path between the first and the second call strings is confirmed from the second server to the first server.

Abstract: A method and system are provided for improved routing of repair calls in a call center. A call routing system receives a repair call from a calling party and determines if the calling party is a first time caller or a repeat caller based on identification data associated with the calling party. If it is determined that the calling party is a first time caller, the repair call is routed to a first group of customer service assistants. If it is determined that the calling party is a repeat caller, the repair call is routed to a second group of customer service assistants. The calls may be routed based on an input entered into the system by a calling party. The input may be a voice command or a predetermined key on a telephone keypad.

Abstract: The present invention is directed to a system, method, device and machine readable medium for a selecting a recipient device or address with which a sender communicates. A sender using a sender device communicates with a recipient device selection server to indicate he wishes to communicate with a recipient. The sender indicates in what communication mode he wishes to communicate. The recipient device selection server determines all of the recipient devices and which communication modes they can receive. The recipient device selection server then selects a recipient device for the sender.

Abstract: An allocation component allocates its received calls among a plurality of telephony systems including a first telephony system and a second telephony system. A first routing protocol (RP) component distributes those of the calls allocated to the first telephony system among a first plurality of call center sites. A second RP component distributes those of the calls allocated to the second telephony system among a second plurality of call center sites. A load-balancing Interactive Voice Response (IVR) system dynamically distributes its received calls between the plurality of telephony systems based on agent availability data associated with the first and second plurality of call center sites and the second plurality of call center sites. A primary IVR receives a plurality of calls and routes a first percentage thereof to the allocation component and a second percentage thereof to the load-balancing IVR system.

Abstract: The present invention provides a method for determining the carrier that should be used for a particular AIN call. The following information is derived for each call: the originating calling party number, the terminating called party number, the originating LATA, the terminating LATA. Using these components, pre-defined tables are accessed that contain local calling plan information. These tables contain rate center and dial plan information that provides the local calling scope that is available to the originator of the call. Based on the information contained in the tables, the appropriate type of carrier for the call is selected and the call is routed using this carrier.

Abstract: A communication system includes a tenant with multiple physical locations that include a number of packet enabled telecommunications devices managed by one or more call managers. To generate a route plan for use by a call manager in managing calls from these devices, a route plan wizard determines routing options, location information for the tenant, and gateway information for gateways available to the tenant and then automatically generates a route plan for use in routing telephone calls originating from the managed packet enabled telecommunications devices based on this information.

Abstract: A call center system for enabling communication between callers and subscribers. The call center system includes a public switched telephone network (PSTN) and a virtual call center operable to receive calls from callers via the PSTN. The virtual call center performs Interactive Voice Response (IVR) and Automated Call Distributor (ACD) functions to the callers on behalf of subscribers of the virtual call center for enabling communication between the callers and the subscribers. The virtual call center performs IVR and ACD functions to callers on behalf of each subscriber based on a service level agreement between each subscriber and the virtual call center. The virtual call center performs IVR functions associated with a subscriber for a caller to access information from the subscriber and for a caller to provide information to the subscriber. The virtual call center performs ACD functions associated with the subscriber to connect the caller with an agent of the subscriber.

Abstract: A method of routing signalling information at a signalling point of a telecommunications network. A Global Title Routing Case (GTRC) table is provided for mapping Global Titles to GTRCs, where each GTRC is allocated a primary and secondary destination signalling point. At least one peak time period is predefined, and said primary and secondary destination signalling points are swapped during said peak period to allow for load sharing during this period. For a signalling transfer request received at the signalling point, the Global Title associated with the request is mapped to a GTRC using the GTRC table, and the destination signalling point is determined in dependence upon the primary and secondary destination signalling points allocated to the mapped GTRC and signalling point availability, and, the time at which the request is received.

Abstract: A communication system includes a tenant with multiple physical locations that include a number of packet enabled telecommunications devices managed by one or more call managers. To generate a route plan for use by a call manager in managing calls from these devices, a route plan wizard determines routing options, location information for the tenant, and gateway information for gateways available to the tenant and then automatically generates a route plan for use in routing telephone calls originating from the managed packet enabled telecommunications devices based on this information.

Abstract: The system automatically generates electronic commands necessary to modify or provision different types of program control switches as may be included in a public switch telephone network. A data schema and organization of tables and data structures provide for command generation for each of the different switch types. Additionally, a self-modifying dynamic data structure is used as a common area to communicate information between various programs and formulate the commands due to a limited number of parameters used to communicate information between programs that generate the command for the switches. A technique for verifying switch commands automatically generated by a second new provisioning system is described. A technique is described for automatically extracting switch specific commands and options as generated by a first system for use in populating data stores used in a second system for command generation.

Abstract: Planning alternative SS7 networks is a complex task requiring assistance from an intelligent planning tool. The tool includes at least one planning database containing information on network traffic, component locations, and component connectivity. A load module determines peak load for each STP in the core network. A forecast module determines equipment capacity exhaustion for each STP, network database, and core link during each study period and determines network costs based on peak loads and an alternative network design provided by a user. A graphical user interface guides the user through a sequence of design steps, each step having to be correctly completed before the next step in the sequence is started. The sequence of steps may include permitting changes to the core network, permitting changes to the number of POPs and DBs, rehoming elements left disconnected from STPs, assigning SSPs to POPs, assigning SSPs to DBs, and permitting voluntary rehomes.

Abstract: A system and method for creating and implementing telecommunications services are disclosed. The system comprises a service development platform that includes a communications module, and application server, and at least one auxiliary module. The communications module enables data to be transmitted to and from the development platform to facilitate the implementation of telecommunications services. The application server can store a telecommunications service creation tool that can be used by an individual to generate code needed to implement the telecommunications service or that can automatically generate code needed to implement the telecommunications service. The application server can also store the code needed to implement the telecommunications service and can transmit data to and receive data from the communications module as necessary for implementing the telecommunications service.

Abstract: A system for providing local call connection services via local call control services in a remote peripheral in the event of a loss of communication between the remote peripheral and a main controller, comprising a local memory within the remote peripheral for receiving and synchronizing copies of dialing plans and local device configurations from the main controller for use by the local call control services during the loss of communications, a backup call services manager for receiving requests for service from devices connected to the remote peripheral, transmitting these requests to the main controller while the communication between the remote peripheral and main controller is established, and while the communication is lost instantiating a local device handler for each of the requests, a further local memory within the remote peripheral for maintaining current device state for each of the devices, and wherein each local device handler receives a corresponding one of the requests and in response consults

Abstract: A communication service information providing method is comprised the step of storing both a plurality of communication services which are subscribed to by a subscriber and are made of plural sorts of information representation media, and identification information capable of selectively utilizing the communication services so as to establish a communication, and the step of notifying both the communication service subscribed to by a subscriber that wants to establish a communication, and the identification information corresponding to the communication service to a calling terminal in response to a request issued from the calling terminal. With employment of this structural step, it can acquire and/or confirm both the communication service subscribed to by the subscriber of the communication counter party and the identification information, or the identifier corresponding to this communication service.