Sprint Communications Comapny L.p.

Sprint Spectrum L.p.

Carl Milton Coppage

Minh Duy Khuc

Bryce Alan Jones

Manish Mangal

A call-handling system and its method of operation are disclosed. The call-handling system comprises a communication system and a call center. The communication system receives a call, and in response, transfers a query. The call center receives and processes the query to select a packet address of a call center resource at the call center. The call center transfers a response indicating the selected packet address of the call center resource. The communication system receives the response indicating the selected packet address of the call center resource and transfers the call to the call center in voice packets having the selected packet address of the call center resource. The call center receives the voice packets having the selected packet address of the call center resource and routes the voice packets to the call center resource based on the selected packet address.

Call processing system and service control point for handling calls to a call center

The invention provides a call center communication system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing the call to the call center resource. The invention includes a first communication system that receives and processes the initial signal to select a call center resource processor and generates and transmits an address query for the call center resource processor. After receiving an address response including an absolute address for the call, the first communication system processes the address response to generate route information to cause a second communication system to route the call to a call center resource in call packets containing the absolute address. The first communication system transmits the route information including the absolute address for the second communication system. After receiving the call through the first communication system, the second communication system routes the call packets including the absolute address for the call center resource. At the call center resource, no translation of the call is needed to direct the call to the call's final destination. Therefore, complex routing equipment at the call center resource can be eliminated. Because the absolute address is identified at the call center resource processor, the invention may also transmit service data over the same communications equipment as the call from the network element system to the call center resource. Separate communications equipment at the call center resource for service data can be eliminated.

Call center communications system for handling calls to a call center

A method and system for network-based control over voice calling from a client telephony device. A client telephony device receives a user-request to place a voice call from the client telephony device and responsively sends to a controller, via a packet-data connection, a request for authorization to place the voice call. The client telephony device then receives from the controller, via the packet-data connection, a response to the request. And the client telephony device then sends to a network entity (e.g., a switch) a call origination request message seeking to initiate the voice call, only if the response from the controller indicates that the client telephony device is authorized to place the voice call. Further, the controller can also monitor a account balance for the client telephony device and direct the device to disconnect the call when the balance is exhausted.

System and method for providing prepaid communications

A system and method for controlling data session in a wireless network are described. One exemplary method includes detecting a request to establish a data session between a first client device and another device, determining whether the first client device is authorized to establish the data session and, if so, establishing the data session and a control communication. The method further includes using the control communication session to control the data session.

System and method for controlling data sessions in a wireless network

The invention provides a call processing system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing the call to the call center resource. The invention includes a call processing system that transmits an service control point (SCP) query for an SCP after receiving an initial signal for the call. The SCP then transmits an address query for the call center resource processor and receives an address response including the absolute address for the call from the call center resource processor. The SCP transmits an SCP response including the absolute address for the call processing system. The call processing system processes the SCP response to generate a route instruction to cause a network element system to route the call to a call center resource in call packets containing the absolute address. The call processing system transmits the route instruction for the network element system. At the call center resource, no translation of the call is needed to direct the call to the call's final destination. Therefore, complex routing equipment at the call center resource can be eliminated. Because the absolute address is identified at the call center resource processor, the invention may also transmit service data over the same communications equipment as the call from the network element system to the call center resource. Separate communications equipment at the call center resource for service data can be eliminated.

For call center calls in queue, a queue system controls the provision of service information based on caller data. Service information such as advertising messages, audio entertainment, and interactive applications based on caller data creates a personalized and customized service for the customer. The queue system receives caller data for the call in the queue. Caller data is data related to the caller such as caller number, called number, and caller entered digits. The queue system then identifies the service information based on the caller data and provides the service information to the call in the queue. The queue system provides numerous advantages such as cost effective advertising, enhanced marketing campaigns targeting specific call center customers, improved customer satisfaction, and reduced rates of call abandonment for calls waiting in the queue.

System and method for providing personalized and customized services for call center customers waiting in queue

A system and method for prepaid supported communications in a telecommunications network are described. One exemplary method includes establishing a data communication session between a first client device and a network server arranged to provide prepaid services to the first client device, detecting a prepaid call request to connect a call between the first client device to a second client device, and sending a prepaid status request message from the first client device to the network server via the control communication session. The method further includes receiving a prepaid status response at the first client device from the network server, determining if the first client device is authorized to make the prepaid call, and, if so, establishing a voice communication session from the first client device to the second cilent device.

The invention provides a call processing system to handle calls to a call center. The invention includes a call processing system that transmits a service control point (SCP) query for an SCP after receiving an initial signal for the call. The SCP then transmits an address query for the call center resource processor and receives an address response including the absolute address for the call from the call center resource processor. The SCP transmits an SCP response including the absolute address for the call processing system. The call processing system processes the SCP response to generate a route instruction to cause a network element system to route the call to a call center resource in call packets containing the absolute address. The call processing system transmits the route instruction for the network element system.

A prepaid service assurance system provides service assurance for a prepaid telecommunication system by generating a call to the prepaid telecommunication system. In response to the call, the prepaid service assurance system then receives an actual response from the prepaid telecommunication system and automatically compares the actual response with an expected response for the prepaid telecommunication system. In other embodiments, the prepaid service assurance system determines whether a modification action is needed based on the comparison of the actual response and the expected response. If the modification action is needed, the prepaid service assurance system identifies the modification action based on the determination that the modification is needed. Once the modification action is identified, the prepaid service assurance system transmits an instruction to provide the modification action for the prepaid telecommunication system.

System and method for providing service assurance for prepaid telecommunication services

The invention provides a call processing system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing the call to the call center resource. The invention includes a call processing system that receives an initial signal, processes the initial signal to identify a call center resource processor, generates the address query for a call center resource processor, and transmits the address query from the call processing system. Once an address response from the call center resource processor including an absolute address for the call is received, the call processing system generates an instruction to cause a network element system to route the call to a call center resource with the absolute address. At the call center resource, no translation of the call is needed to direct the call to the call's final destination, an agent, interactive voice response, or voice response unit. Therefore, complex routing equipment at the call center resource can be eliminated. Because the absolute address is identified at the call center resource processor, the invention may also transmit service data over the same communications equipment as the call from the network element system to the call center resource. Separate communications equipment at the call center resource for service data can be eliminated.

Call processing system for handling calls to a call center

The invention provides a call processing system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing the call to the call center resource. The invention includes a call center resource processor that receives an address query from a communications system for an absolute address of a call center resource. The call center resource processor processes the address query to identify the absolute address. After identifying the absolute address, the call center resource processor generates an address response with the absolute address for the call center resource. The call center resource processor transmits the address response with the absolute address from the call center resource processor for the communications system to route the call using the absolute address. At the call center resource, no translation of the call is needed to direct the call to the call's final destination, an agent, interactive voice response, or voice response unit. Therefore, complex routing equipment at the call center resource can be eliminated. Because the absolute address is identified at the call center resource processor, the invention may also transmit service data over the same communications equipment as the call from the network element system to the call center resource. Separate communications equipment at the call center resource for service data can be eliminated.

Call center resource processor

In a telecommunications network, a network host call server determines whether a call placed using a prepaid calling card was issued by a vendor other than the telecommunications carrier and if so, queries a database associated with the issuing vendor for information representing the telecommunications services associated with the card.

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Harrisonville, MO, United States of America

Carl Milton Coppage