At&t Bell Laboratories

American Telephone and Telegraph, Co.

Percy B Brown

Thomas L Russell, Jr

Wen-Ping Ying

Richard E LeCronier

Nga V Chau

Dawn R Parrott

Tung-Hai K Hsiao

Georg K Karawas

Valentine C Matula

Pamela J Lauber

Margaret H Redberg

Robert A Malmi

Elliott Baral

Gerard Conn

Brenda L Casselman

Frank C LaPorta

Reuben D Hauptman

Randall H Nelson

Dimitri T Stein

Bernadette M Strout

A R Gore

Usha Rao

Richard J Jaeger, Jr

A Call Message Delivery System (CDS) in response to a request from a caller to deliver an international voice call message, uses the country code digits of the called station number to select the language to be used in the system announcement which precedes the delivery of the caller's message to the called station. Another feature enables the caller to select a system announcement to be delivered with the call message. An additional feature enables the caller to record his or her own announcement as the system announcement.

Call message delivery system and method utilizing caller-selected system

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

A call delivery service (CDS) apparatus and method are disclosed which enable non-subscriber callers to a common carrier network to bill a voice message delivery to their billing code, and to check the delivery status of the message from the network during a subsequent call. Optionally, at the caller's request, CDS can deliver the message status to the caller at a predesignated station. In one embodiment the caller can optionally request a response from the message recipient or answering party at the called station.

Call message delivery system and method

A Call Message Delivery system (CDS) enables an attendant to control the delivery of a recorded call message from a caller to a specified party at a called station. The CDS alerts the attendant at a delivery time, selected by either the caller or the system. When the attendant determines that the specified party has answered the call at the called station, the caller's recorded call message is outputted to the specified party. If the specified party is not available, the attendant may schedule the call for a later delivery or may forward the call to another station specified by the answering party at the called station.

Attendant-controlled call message delivery system and method

This invention relates to arrangements for providing a new spontaneous voice message service to any telephone customer at any telephone station when that customer encounters any destination that is busy or that does not answer. When a customer having a dual tone multifrequency (DTMF) station calls any destination that is busy or does not answer, the customer is invited, via an announcement identifying the new service, to record the caller's voice message. The announcement accompanies the returned busy tone or audible ring signal. The customer keys *867(=*VMS) and is then connected to a Voice Message Operations Center (VMOC) which prompts the customer to record the message. Advantageously, customers need not redial a VMOC number, their own number, and a destination number to reach a VMOC for storing the video message; the added convenience of this arrangement should stimulate substantial additional use of voice message service. The announcement, at very low cost, makes the customers aware of the service at the time they are most likely to use the service.

Spontaneous voice and data messaging

Growing community of inventors

East Brunswick, NJ, United States of America

Percy B Brown