Lucent Technologies Inc.

Other

James Franklin Hewell

Robert Lawrence Gallick

John Spenik

Greig R Detering

A feature server, e.g., a stored program controller, processes calls to a subscriber's main directory number in a packet network by submitting a subscriber-administered questionnaire to callers. The information in the questionnaire, when completed by the calling party, can be used to automatically route the call or to reposition the call in the incoming call queue. Alternatively, the completed, or even partially completed questionnaire may be displayed in a 'pop up' window to a subscriber's operator who can then use the information to assist the caller or, without need of answering the call, to reposition the call within the queue or to divert the call to another directory number. In addition, information previously provided in a questionnaire completed by a caller is stored so that when the caller calls again, the stored information may be employed to more efficiently process the call.

Call center queue administration

A feature server, e.g., a stored program controller, processes calls to a subscriber's main directory number in a packet network by submitting a subscriber-administered questionnaire to callers. The information in the questionnaire, when completed by the calling party, can be used to automatically route the call or to reposition the call in the incoming call queue. Alternatively, the completed, or even partially completed questionnaire may be displayed in a &ldquo;pop up&rdquo; window to a subscriber's operator who can then use the information to assist the caller or, without-need of answering the call, to reposition the call within the queue or to divert the call to another directory number. In addition, information previously provided in a questionnaire completed by a caller is stored so that when the caller calls again, the stored information may be employed to more efficiently process the call.

Multimedia call routing in an IP network

With Calling Number Identification (CNID) service, Frequency Shift Keying (FSK) data is sent over the telephone lines to the telephone service customer. A telephone subscriber may prevent their name/number from being transmitted to the party they are calling on a per call basis by dialing a prefix before they dial the desired number. The present invention allows for the automatic insertion/removal of that prefix in the number stream when the called party's number is dialed. This feature is accomplished by inserting a $ character into the dialing sequence. If the blocking feature is enabled, the $ is translated to the numeric sequence necessary to prevent the transmittal of one's telephone number. In the alternative, the $ is translated to a meaningless delimiter if the feature is disabled.

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Glendale, AZ, United States of America

James Franklin Hewell