Sprint Communications Comapny L.p.

Minh Duy Khuc

Carl Milton Coppage

Bryce Alan Jones

Carl E Rogers

Zahid Ali Abbasi

Isaac Shane Allen

Dan Sbisa

James J Pan

James Dale Black

James David Setter

James Frank Ramacher

Robert Eugene Dahman

Benjamin Mark Vos

Ways for facilitating an automated calling process are described. An embodiment includes receiving a start indication to start recording events associated with a call process, starting a timing reference, receiving data provided by a user, storing information suitable to reproduce the received data based on the timing reference, and repeating the receiving step and the storing step until a stop indication to stop recording events is received. Redialing can occur without user intervention by retrieving a first indication of an information-providing event associated with a dialing process, providing data to satisfy the information-providing event, determining whether a subsequent information-providing event is to be expected, waiting for a correct time or for a prompt to provide additional data to satisfy the subsequent information-providing event, providing additional data to satisfy the subsequent information-providing event, and without user interaction, repeating the determining, waiting, and providing steps until the call is connected or until there is no additional data to provide.

Intelligent and automatic calling process

A call-handling system and its method of operation are disclosed. The call-handling system comprises a communication system and a call center. The communication system receives a call, and in response, transfers a query. The call center receives and processes the query to select a packet address of a call center resource at the call center. The call center transfers a response indicating the selected packet address of the call center resource. The communication system receives the response indicating the selected packet address of the call center resource and transfers the call to the call center in voice packets having the selected packet address of the call center resource. The call center receives the voice packets having the selected packet address of the call center resource and routes the voice packets to the call center resource based on the selected packet address.

Call processing system and service control point for handling calls to a call center

The invention provides a call center communication system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing the call to the call center resource. The invention includes a first communication system that receives and processes the initial signal to select a call center resource processor and generates and transmits an address query for the call center resource processor. After receiving an address response including an absolute address for the call, the first communication system processes the address response to generate route information to cause a second communication system to route the call to a call center resource in call packets containing the absolute address. The first communication system transmits the route information including the absolute address for the second communication system. After receiving the call through the first communication system, the second communication system routes the call packets including the absolute address for the call center resource. At the call center resource, no translation of the call is needed to direct the call to the call's final destination. Therefore, complex routing equipment at the call center resource can be eliminated. Because the absolute address is identified at the call center resource processor, the invention may also transmit service data over the same communications equipment as the call from the network element system to the call center resource. Separate communications equipment at the call center resource for service data can be eliminated.

Call center communications system for handling calls to a call center

A method and apparatus are disclosed for providing pre-pay and post-pay calls. After receiving a pre-pay call, an integrated service platform obtains and transfers a pre-pay destination number and a pre-pay validation parameter to a switching system. The switching system then releases the pre-pay call extension to the integrated service platform and extends the pre-pay call using the pre-pay destination number. As the pre-pay call is in progress, the switching system monitors a duration of the pre-pay call and terminates the pre-pay call if the duration meets or exceeds a pre-pay amount indicated by the pre-pay validation parameter. In this manner, integrated service platforms, as required by prior approaches, are no longer required to be connected to the pre-pay call for the entire duration of the pre-pay call. Rather, an integrated service platform can request and receive authorization and call destination information, then be released for use by other calls. After receiving the post-pay call, the integrated service platform obtains and transfers a post-pay destination number and a post-pay validation parameter to the switching system. The switching system then releases the post-pay call extension to the integrated service platform and extends the post-pay call using the post-pay destination number if the post-pay validation parameter allows the post-pay call. One advantage for post-pay calls is the provision of post-pay calls service such as messaging and validation is centralized in the integrated service platform, which reduces the time and cost of maintaining the post-pay service.

Method and apparatus for providing pre-pay and post-pay communication services using the same integrated system

A routing system provides internet service providers with internet routing support for internet communications. The routing system receives a query from an internet service provider and responds with the appropriate internet address to transport communications over the internet. The internet address may direct the communications to an internet gateway or to the routing system itself. The routing system can forward the communications to a destination over the public telephone system. The routing system may process a telephone number to identify the proper internet address for the communication. The routing system may also provide internet gateways for use by the service providers.

Internet routing system

The invention provides a call processing system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing the call to the call center resource. The invention includes a call processing system that transmits an service control point (SCP) query for an SCP after receiving an initial signal for the call. The SCP then transmits an address query for the call center resource processor and receives an address response including the absolute address for the call from the call center resource processor. The SCP transmits an SCP response including the absolute address for the call processing system. The call processing system processes the SCP response to generate a route instruction to cause a network element system to route the call to a call center resource in call packets containing the absolute address. The call processing system transmits the route instruction for the network element system. At the call center resource, no translation of the call is needed to direct the call to the call's final destination. Therefore, complex routing equipment at the call center resource can be eliminated. Because the absolute address is identified at the call center resource processor, the invention may also transmit service data over the same communications equipment as the call from the network element system to the call center resource. Separate communications equipment at the call center resource for service data can be eliminated.

A method and apparatus are disclosed for validating pre-pay and post-pay calls using an integrated validation database. The integrated validation database receives a pre-pay query including a pre-pay account code. The integrated validation database retrieves a pre-pay validation parameter based on the pre-pay account code. The integrated validation database then transmits a pre-pay validation response including the pre-pay validation parameter. The integrated validation database receives a post-pay query including a post-pay account code. The integrated validation database retrieves a post-pay validation parameter based on the post-pay account code. The integrated validation database transmits a post-pay validation response including the post-pay validation parameter.

Method and apparatus for validating pre-pay and post-pay communication services using the same integrated database

For call center calls in queue, a queue system controls the provision of service information based on caller data. Service information such as advertising messages, audio entertainment, and interactive applications based on caller data creates a personalized and customized service for the customer. The queue system receives caller data for the call in the queue. Caller data is data related to the caller such as caller number, called number, and caller entered digits. The queue system then identifies the service information based on the caller data and provides the service information to the call in the queue. The queue system provides numerous advantages such as cost effective advertising, enhanced marketing campaigns targeting specific call center customers, improved customer satisfaction, and reduced rates of call abandonment for calls waiting in the queue.

System and method for providing personalized and customized services for call center customers waiting in queue

A method and apparatus are disclosed for providing pre-pay and post-pay calls. A switching system receives the call where the switching system is class 4 or class 5. The switching system extends the call toward an integrated service platform. The switching system then receives the call destination number and the call validation parameter. The switching system releases the call extension to the integrated service platform and extends the call using the call destination number if the call validation parameter allows the call. The switching system monitors a duration of the call and terminates the call if the duration meets or exceeds an amount indicated by the call validation parameter. One advantage for post-pay calls is the provision of post-pay calls service such as messaging and validation is centralized in the integrated service platform, which reduces the time and cost of maintaining the post-pay service.

Method and apparatus for providing pre-pay and post-pay communication services using a switching system to monitor call duration

The invention provides a call processing system to handle calls to a call center. The invention includes a call processing system that transmits a service control point (SCP) query for an SCP after receiving an initial signal for the call. The SCP then transmits an address query for the call center resource processor and receives an address response including the absolute address for the call from the call center resource processor. The SCP transmits an SCP response including the absolute address for the call processing system. The call processing system processes the SCP response to generate a route instruction to cause a network element system to route the call to a call center resource in call packets containing the absolute address. The call processing system transmits the route instruction for the network element system.

Method and apparatus for providing pre-pay and post-pay communication services using the same integrated

A prepaid service assurance system provides service assurance for a prepaid telecommunication system by generating a call to the prepaid telecommunication system. In response to the call, the prepaid service assurance system then receives an actual response from the prepaid telecommunication system and automatically compares the actual response with an expected response for the prepaid telecommunication system. In other embodiments, the prepaid service assurance system determines whether a modification action is needed based on the comparison of the actual response and the expected response. If the modification action is needed, the prepaid service assurance system identifies the modification action based on the determination that the modification is needed. Once the modification action is identified, the prepaid service assurance system transmits an instruction to provide the modification action for the prepaid telecommunication system.

System and method for providing service assurance for prepaid telecommunication services

The invention provides a call processing system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing the call to the call center resource. The invention includes a call processing system that receives an initial signal, processes the initial signal to identify a call center resource processor, generates the address query for a call center resource processor, and transmits the address query from the call processing system. Once an address response from the call center resource processor including an absolute address for the call is received, the call processing system generates an instruction to cause a network element system to route the call to a call center resource with the absolute address. At the call center resource, no translation of the call is needed to direct the call to the call's final destination, an agent, interactive voice response, or voice response unit. Therefore, complex routing equipment at the call center resource can be eliminated. Because the absolute address is identified at the call center resource processor, the invention may also transmit service data over the same communications equipment as the call from the network element system to the call center resource. Separate communications equipment at the call center resource for service data can be eliminated.

Growing community of inventors

Overland Park, KS, United States of America

Minh Duy Khuc