Siemens Information & Communication Networks, Inc.

Eugene A Wodka

Peggy Marie Stumer

Methods and apparatus for automatically determining a call service request in a first communications device and for signalling the call service request determination to a second communications device. The second communications device can apply the service to the call based on the type of call service request. The methods and apparatus of the invention utilize predefined call criterion to make a determination of the call service request. The call criterion may, for example, be selected from called number, calling number, time of day, day of week, and date. An exemplary protocol and message encoding are disclosed.

Methods and apparatus for automatically determining a call service request

Methods and apparatus for controlling the ability of an ACD server to pull back a call from an IVR server and for allowing an ACD caller to complete a critical transaction while connected to an IVR include special processing and network signaling which enable the ACD to set a pull back status flag and grant permission to the IVR to request a change in the pull back status flag. An exemplary protocol and message encoding are disclosed.

METHODS AND APPARATUS FOR CONTROLLING CALL PULLBACK BY AN AUTOMATIC CALL DISTRIBUTION (ACD) SYSTEM FROM AN INTERACTIVE VOICE RESPONSE (IVR) SYSTEM AND FOR ALLOWING AN ACD CALLER TO COMPLETE A CRITICAL TRANSACTION WHILE CONNECTED TO THE IVR

Methods and apparatus for controlling call handling in a communications network. The methods and apparatus include special processing and network signalling (between network communications devices) which enable a caller to complete a critical transaction, without interruption. An exemplary protocol and message encoding are disclosed.

Growing community of inventors

Welligton, FL, United States of America

Eugene A Wodka