At+t Corp.

At&t Bell Laboratories

American Telephone and Telegraph, Co.

Gerard Conn

Margaret H Redberg

Valentine C Matula

Gary A Munson

Rajeev B Patil

Percy B Brown

Steven David Simon

Robert A Malmi

Brenda L Casselman

Dimitri T Stein

Brian Andrew Postlewait

Bernadette M Strout

Dale Paul Lifson

Roger K Simonson

Michael C Lamb

A method of completing a call is disclosed. A call is received in a communications network from a first communication device subscribed to a communications carrier for a called party using a second communication device. A determination is made as to whether the first communication device subscribes to a Same Subscriber Service (SSS). If the first communication device does subscribe to SSS, a second determination is made as to whether the second communication device subscribes to the same communications carrier as the first communication device. If the second communication device subscribes to the same communications carrier as the first communication device, an announcement is provided to the first communication device. Special call treatment is applied to the call, and the call is routed to the second communication device.

Method of announcing information pertaining to a called party to a calling party during call set-up

An agent at home (12) is enabled to receive a call from a customer (14), originally directed to a transaction-processing center (16), by first identifying, at an exchange (20) of a public switched telephone network (22), the identity of the transaction-processing center and the agent(s) designated to receive calls directed to that center. Once the agent (12) has been identified, the call is routed from a first local exchange carrier central office (18) serving the customer to a local exchange carrier central office (26) serving the agent and then to the agent across a combined voice and data line (44). Upon receipt of the call, the agent simultaneously establishes a data link with the transaction-processing center so as to complete a transaction for the customer.

Home agent telecommunication technique

A telemarketing complex is managed by a system that compiles and processes traffic analysis data obtained from customer premises-based information sources as well as public switched telecommunications network-based information sources, such that service levels are automatically and dynamically balanced among telecommunications centers (TCs) in the complex. Typically, the telemarketing complex is comprised of a plurality of ACDs and a plurality of data centers that may be selectively linked to the (TCs) where the telemarketer receives calls. The system includes: (1) an interface to network-based services that report the origin and destination of each of a plurality of calls received by the telemarketer at all locations; (2) an interface to network-based services that enables the telemarketer to affect changes in call processing logic; and (3) a traffic control center processor (TCCP) that accepts input data from all other elements in the system. The system accumulates performance data at the TCCP from each ACD and telemarketer database located at a data center (DC), while contemporaneously monitoring both the origins and destinations of the plurality of calls received at each ACD as well as the initiation of changes in call processing logic. The system analyzes the data to generate signals for implementing call routing changes needed to balance service levels among ACDs or changes in the staffing force levels at selected TCs where calls are received. The process is accomplished in real time, and is repeated at a desired frequency.

Telemarketing complex performance management system

Growing community of inventors

Brooklyn, NY, United States of America

Gerard Conn