Mci Communications Corporation

Verizon Business Global LLC

Worldcom, Inc.

Daniel Thomas Hutton

Allen Holmes

Phyllis Santa

Greg Bjornberg

Judy A Moldenhauer

Patrick Hamilton

Ranga R Dendi

Frederick A Sherman

Robert Gary Leonard

Joseph A Scivicque

Jeffrey W Campbell

Henry N Fly

Belinda Ann Kent

Linda K Davis

An approach for providing interactive voice response services is disclosed. A voice response platform receives a call and generates an automated menu in response. The menu, according to one embodiment, includes an option to transfer the call to an available agent and in response thereto the voice response platform transmits a request for the available agent to an intelligent call router (ICR) over a communications network. The intelligent call router receives the request for the available agent and transmits identification information for the available agent to the voice response platform. The voice response platform then transfers the call to the available agent based on the identification information for the available agent.

Method and system for providing network interactive voice response with intelligent call routing integration

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.

Interactive voice response service node with advanced resource management

A system and method by which bearer channels within high-speed communication channels can be directly accessed without completely breaking down the high-speed data communication channel. The present invention provides a flexible approach in which individual bearer channels can be accessed and in which data within an accessed bearer channel can easily be changed.

Virtual bearer high-speed communication channel-to-device interface

A next generation service node (NGSN) for providing advanced interactive voice response (IVR) services within a telecommunications network. The NGSN includes intelligent peripherals implemented as network audio servers, and application servers which execute customer application files to perform IVR services. The NGSN provides reliability through redundancy of application servers, including automatic application server failover within a node, and automatic node failover between NGSNs. The NGSN features include modular software and hardware architecture with internal function encapsulation. This allows multiple vendors products to be used and provides a common signaling interface to be used to any switch network. Other NGSN features include an open systems architecture with improved scaleability and increased application processing capability.

Advanced interactive voice response service node

A telecommunications network that handles call center calls by providing advanced interactive voice response (IVR) services using a next generation service node (NGSN). The NGSN nodes combine with several other interacting network components to provide a scaleable architecture which allows several different, customized and flexible call center services to be performed for telecommunications service provider customers. In addition the network includes virtual call routers, parking managers, host connect gateways, report servers, advanced network databases, data access points, and data gateways to deliver calls to customer call centers with various features enabled.

Telecommunications architecture for call center services using advanced interactive voice responsive service node

Growing community of inventors

Elbert, CO, United States of America

Daniel Thomas Hutton