Nortel Networks Corporation

Northern Telecom Limited

Other

Hewlett-packard Development Company, L.p.

Robert W Petrunka

Patrick James Dagert

Joseph Anthony Bosco

Robert L Smith

Brian T Paley

Michael Godfrey

A system and method for enhancing voice telephone communications from a smart phone. The method is implemented on an app for a smart phone. Steps include capturing digits dialed on the smart phone; establishing a data connection with a database external to the smart phone; transmitting to the database the digits dialed on the smart phone; a telephone number for calling the smart phone; and any multimedia capabilities of the smart phone. Additional steps include receiving at the smart phone: a second telephone number sent from the database and any multimedia information accessible to the smart phone; displaying the multimedia information on the display screen when such multimedia information is displayable; and using the second telephone number received from the database to cause the smart phone to establish a voice connection through the public switched telephone network as if the second telephone number had been dialed by the user.

Enhanced voice calling using smart phone services

A directory assistance platform embodiment includes a directory assistant and a personalized cache. The personalized cache is accessible using voice recognition software to provide access to personalized contact information. The directory assistant can provide access to a number of directory information resources in compliment to the personalized cache.

Directory assistance utilizing a personalized cache

A network telephone queuing system including a network telephone switch and a queue server associated with switch Switch receives all calls to a SOHO queuing system subscriber regardless of the point of origin of a call. Calls are routed to queue server If no calls are currently queued for subscriber queue server rings SOHO subscriber and instructs switch to establish a connection with subscriber upon answer. Otherwise, queue server places the call in a queue and connects queued calls to an IVR broadcast music trunk while on hold. Queue server attempts to call subscriber periodically and instructs switch to connect the caller at the top of the queue with subscriber when subscriber finally answers the call. Queue server then drops out of the call.

System, method, and computer program product for network telephone queuing

A system efficiently transfers a telephone call from a caller terminal for a desired class of service and produces separate billing records for each leg of the call. The system includes a network level server connected to a network level switch. The network switch receives the call from the caller terminal and transmits information about the call to the network server. The network server produces a first directory number for the call based on the call information from the network switch. The network switch receives the first directory number from the network server, establishes a first connection from the caller terminal to a first terminal identified by the call using the first directory number, and creates a first billing record for the first connection. The network server receives a request to transfer the call to a second terminal from the first terminal and produces a second directory number for the call transfer. The network switch receives the second directory number from the network server, establishes a second connection to the second terminal using the second directory number, and creates a second billing record for the second connection.

Call transfer and conference with separate billing records per leg

A call servicing system permits service agents to service customer calls over a data network. The call servicing system includes customer switches that direct calls to and from the customers, agent terminals for use by the service agents in servicing the customer calls, a network switch, a call translation unit, and an Automatic Call Distribution (ACD) server. The network switch receives the customer calls and transfers the calls to the call translation unit under direction of the ACD server. The call translation unit routes the calls to selected service agents. The ACD server selects the service agents to service the calls, and controls the call translation unit to forward the calls to the agent terminals associated with the selected service agents over the data network.

Internet network call center

A call servicing system permits agents to service customer calls dialed with a local telephone number. The system includes a network call center that connects a plurality of agent switches to a plurality of customer switches. The agent switches direct calls to and from service agents, and the customer switches direct calls to and from customers. The system further includes a database connected to at least one of the customer switches. The database stores forwarding information corresponding to local telephone numbers dialed by the customers. When a customer switch receives a call requesting service from one of the customers dialing a local telephone number, the switch queries the database, using the local telephone number, to retrieve forwarding information corresponding to the local telephone number, and routes the call to the network call center using the forwarding information. The network call center queues the call, and transmits it to one of the service agents via one of the agent switches.

Call center services for local calls using local number portability

A system and method for directing directory assistance calls allows a caller seeking a non-published number to access a voice mail box associated with the non-published number. If a caller calls directory assistance to request a telephone number determined to be non-published, the call may be routed to an automatic recording indicating that the caller may leave a message. The caller may then leave a voice mail message for delivery to the appropriate party.

System and method for message delivery for non-published directory

A call servicing system allows service agents to service calls from customers. The system includes local customer switches, local agent switches, and a customer database connected to a network call center. The local customer switches direct calls to and from the customers and the local agent switches direct calls to and from the service agents. The customer database stores information regarding the customers sending the calls. The network call center receives a call from a first one of the customers, queries the customer database to retrieve customer information corresponding to the first customer, and concurrently routes the customer call and the corresponding customer information to one of the service agents.

Call center integration with operator services databases

A call servicing system facilitates the servicing of customer calls by service agents. The call servicing system includes local customer switches, local agents switches, a network switch, and an Automatic Call Distribution (ACD) server. The local customer switches direct calls to and from the customers and the local agent switches direct calls to and from the service agents. Remote service agents connect to the local agent switches using a single standard telephone line. The network receives a call from one of the customers, detects information from the customer call, and routes the customer call to a remote service agent over the single standard telephone line. The ACD server receives the detected information from the network switch, determines that the remote service agent can service the customer call, and controls the network switch to route the customer call to the remote service agent over the single standard telephone line.

Growing community of inventors

Raleigh, NC, United States of America

Robert W Petrunka