Lucent Technologies Inc.

At+t Corp.

At&t Bell Laboratories

Mary Rita Otto

Wayne A Senneke

Eugene Gerber

Mark Aaron Yaphe

Douglas William Varney

Douglas Anthony Deutsch

Donald Robert Ziemann

James Allen Kowal

Daniel C Kerrigan

John C Barrett

Frank J Olderr

John H Gustavson

A system for allowing a plurality of administrators to control switching system resources in a telephone system. A switching system is communicatively connected to a server computer. The server computer maintains databases that store the resources that a plurality administrators are allowed to access and the functions that each administrator is allowed to perform. When the server computer receives a request from an administrator for an administrative function to be performed by the switching system, the software executed by the server computer accesses the database and determines if the administrator is allowed to perform the requested function and if the resources are available to administrator. If the administrator has made a valid request the server computer generates a command and transmits the command to the switching system that performs the function requested in the command. The server computer may also maintain a database that maintains a pool of unused resources. These resources may then be allocated to administrators upon a demand basis. Any unfulfilled request can then be logged and used to allocate resources in the future or to add additional resources to the system.

Telephone system having multiple administrators of switching system resources

The system for improved voice print identification divides the user identification validation process into multiple steps: presorting the prestored user identity validation data based upon a user provided voice input to produce a subset of user identity validation data, and processing the identified subset of the user identity validation data using a voice print identification system. This system implements the multiple step user identification validation process by converting a user provided voice input into a text stream, which is used to sort through the stored user identity validation data to create a subset of stored user identity validation data that comprises one or more of the data entries that likely correspond to the user provided voice input. The voice print identification system is then activated to compare a user provided voice input to the selected subset of stored user identity validation data to validate the identity of the user who is requesting access.

User identification system using improved voice print identification processing

A telephone system having a voice mail system and supporting virtual telephone numbers for called parties. A switching system in the telephone system has a plurality of telephone lines connected to the switching system with each telephone line having a telephone number. Each called party in the system has a virtual telephone number that is not associated with a particular telephone line. When a called party desires to receive incoming telephone calls over a telephone line, the called party performs a log-in from the telephone line. The log-in causes the switching system to extend all calls specifying the virtual telephone number of the called party to the telephone line. If the incoming call is not answered, the call is extended to a voice mail system which records a message and stores the message in a voice mail box associated with the virtual telephone number of the called party. The called party then performs a log-out when the called party no longer desires to receive telephone calls at the telephone line and all incoming calls are extended directly to the voice mail system.

System for providing virtual called party identification in a voice mail

In the system of the invention the adjunct device is connected to the switching system over two connections. The first connection is a voice channel consisting of an analog line capable of transmitting voice but not call data such as called party number, calling party number or the like. The second connection is a data connection via an Ethernet channel between the switch and adjunct that transmits call data but is incapable of transmitting voice. The call data is logically associated with the voice call at both the adjunct and switching system. As a result, transaction data related to a voice call can be forwarded to an agent station or other terminal when the voice call is transferred from the adjunct to the agent station. This system eliminates the need to recreate the transaction data when a call is transferred while using inexpensive analog connections for the voice call.

System for coordinating calls between an adjunct device and a switching

The called party can temporarily defer answering a call simply by pressing a button on the station set. When the button is pressed, the called party's station set sends a data message to the system's voice response unit directing the voice response to play a 'please wait' message to the calling party rather than sending the calling party to the called party's voice mail. The voice response unit plays the 'please wait' message to the calling party and sends a call park message to the switching system hosting the station set. The call park message to the switching system directs the switching system to park the call at a specific location as is known in the art and a corresponding call park message to the station set transmits the location of the parked call to the station set. When the called party desires to answer the call, a message is sent from the station set to the switching system requesting that the call parked at the identified location be connected to the station set. The call can then be connected without the existing call being interrupted and the third party knowing of its existence.

System for deferred call answering in a telecommunications system

A method and apparatus for adapting a switch arranged to provide automatic call distributor (ACD) service from remote agent stations as well as local agent stations. The remote agent stations are served by a switch other than the switch serving the ACD. The remote agent stations are connected by a data connection for transmitting agent status information to the ACD switch. The data connection is terminated on a server system for maintaining agent status information for the remote agents. When the ACD requests an identity of an available remote agent station, that identity is supplied by the server system. Advantageously, the server system can be programmed to select among available remote agent's stations in accordance with the wishes of the ACD customer. Advantageously, this arrangement allows remote agents to serve ACD callers in essentially the same way as local agents serve these callers, thus, permitting the remote agent to work at different locations including, for example, their homes, while also permitting the owner of the ACD to take advantage of special characteristics or knowledge of selected remote agents.

Work at home ACD agent network with cooperative control

This invention relates to methods and apparatus for completing calls to selected agents of an ACD (Automatic Call Distributor). In accordance with this invention, callers to the ACD are frequently assigned a preferred agent for handling their transactions. When these callers call the basic number of the ACD, they are identified and routed preferably, to the preferred agent if that agent is logged on. If the callers have not completed a transaction, the agent who is serving a call for that transaction provides a transaction number to the caller and the caller subsequently is connected to the agent associated with that transaction number. Advantageously, callers can normally be served by the same agent while still having the advantage of having their calls queued to any available agent of the ACD if the preferred agent for handling a caller or handling a transaction is not available.

Completion of calls to a preferred agent in an automatic call distributor

A central office controlled private branch exchange (PBX) is enhanced to provide more flexible services through the addition of new call vectors for controlling call processing. These new call vectors can access stored customer data to customize the treatment of incoming calls to meet the demands of individual customers. Advantageously, a broad class of new services for such systems is made available through the use of such new call vectors.

Flexible customer controlled telecommunications handling

An automatic call distribution (ACD) interface unit (AIU) which receives event messages generated by different telecommunication switches and forwards corresponding event messages to management of information system (MIS) processors. The AIU insures the uniqueness of identification codes by substituting a modified identification code when event messages destined for a single MIS processor are generated by two or more telecommunication switches.

Interface for handling event messages generated by telecommunications

This invention relates to real time accumulation of telephone usage data and real time reporting of such data to a telecommunications system administrator. Telephones being monitored are identified in translation information of the connected switching system. When a reportable event occurs for one of these telephones, a data message is sent to a management information system (MIS) for the group that includes that telephone, and the records of that MIS are updated and displayed. Advantageously, real time information is displayed for selected individual and/or group telephone stations.

Telephone usage monitoring arrangement

An arrangement for providing Automatic Call Distribution (ACD) service from a mixture of local and remote agents. The remote agents are connected via a voice connection to the home switch of the ACD and voice data connection to a Home Agent Server (HAS). The HAS passes call event data to a Management Information System (MIS) of the ACD, which informs the ACD switch of call events that make a remote agent available or unavailable, and passes applications data to a host processor for serving the applications of the ACD. Advantageously, ACD service can be provided efficiently and economically from a remote server.

Work at home ACD agent network

This invention relates to apparatus and methods for sharing traffic among a plurality of ACD sites serving a customer. Each ACD site has a main queue for storing incoming calls to that ACD, and a group of overflow queues for storing calls rerouted from one of the other ACD sites. Before rerouting a call to an alternate site, the overflow queue for that site is checked; if it has an excessive number of entries, calls will not be rerouted to that alternate site. If one of the ACD sites is not appropriately equipped with overflow queues for different sites and an appropriate program for steering calls, that ACD site can route its overflow traffic via one of the ACD sites, designated as a mother node, for distributing overflow from the one site to others.

Distributing calls over serving centers of a large customer

This invention relates to apparatus and methods for sharing traffic among a plurality of ACD sites serving a customer. Each ACD site has a main queue for storing incoming calls to that ACD, and a group of overflow queues for storing calls rerouted from one of the other ACD sites. Before rerouting a call to an alternate site, the overflow queue for that site is checked; if it has an excessive number of entries, calls will not be rerouted to that alternate site.

Growing community of inventors

Lisle, IL, United States of America

Mary Rita Otto