公开(公告)号：EP1053625A1

公开(公告)日：2000-11-22

申请号：EP99904306.0

申请日：1999-01-27

申请人： MCI Worldcom, Inc.

发明人： PICKERAL, Eddie, L.

IPC分类号： H04M3/00

CPC分类号： H04M3/42

摘要： A system and method for providing overflow on demand in a telecommunications network. The network includes at least one originating call location (0), at least one terminating call location (T1, T2) that subscribes to an overflow on demand service, a data access point (DAP) (102), and at least one switch (104). When a caller at the originating location (0) places a call to a chosen call terminating call location (T1, T2), the call is routed to that location via the switch (104) under DAP (102) control. Under certain circumstances, the caller can cause overflow processing to occur by merely pressing the '*' key, on a telephone keypad. Overflow processing typically includes routing the call to an overflow call terminating location (T1, T2) specified in the call processing plan for the chosen location.

公开(公告)号：EP1040639A1

公开(公告)日：2000-10-04

申请号：EP98955032.2

申请日：1998-10-21

申请人： MCI Worldcom, Inc.

发明人： DICKERMAN, Robert, Frank ,  FURGASON, Shawn, Paul ,  BARTELS, Patty, Marie

IPC分类号： H04M3/42

CPC分类号： H04M15/745 ,  H04M3/51 ,  H04M15/90 ,  H04M17/00 ,  H04M17/20 ,  H04M2215/0108 ,  H04M2215/016 ,  H04Q3/0029

摘要： A method and apparatus for providing an operator console (126) with enhanced customer support for automated telecommunication services on an intelligent overlay network (104). Operator and customer services are provided by an intelligent network (102) comprising an automated call distributor (116), an application processor (118), a plurality of enhanced operator consoles (126), an advanced intelligent network gateway (120), and a validation gateway (122). The advanced intelligent network gateway (120) provides the intelligent network (102) with an interface to the intelligent overlay network (104). This allows components within the intelligent network (102) to communicate with components in the intelligent overlay network (104), and vice-versa. The validation gateway (122) provides the intelligent network (102) with an interface to credit card validation systems (114), and is used to apply charges to customer credit cards. The enhanced operator consoles (126) provide for efficient and seamless integration of operator and customer services to automated services running on the intelligent overlay network (104). Such enhanced operator consoles (126) are provided in the form of customized application programs that are executed by the enhanced operator consoles (126) based on the context of calls that are transferred from the intelligent overlay network (104).

公开(公告)号：EP1027658A1

公开(公告)日：2000-08-16

申请号：EP98957343.1

申请日：1998-10-21

申请人： MCI Worldcom, Inc.

发明人： DICKERMAN, Robert, Frank ,  KULT, George, M.

IPC分类号： G06F13/00 ,  H04L9/32 ,  H04L12/56

CPC分类号： G07F7/08 ,  G06Q20/4037 ,  H04M17/00 ,  H04M17/106 ,  H04M17/20 ,  H04M17/204 ,  H04M2017/14 ,  H04M2017/24

摘要： A method for billing a customer credit card account includes the steps of (a) sending a validation request message from a caller interaction processor to a validation gateway (308); (b) converting the validation request message from a client server protocol to a packet switching network protocol (310); (c) sending a card request message from the validation gateway to a financial processor for authorization to charge the customer credit card account (312); (d) sending a card reply message from the financial processor to the validation gateway (314); (e) converting from the packet switching protocol to the client server protocol (316); (f) sending a validation response message from the validation gateway to the caller interaction processor (318).

公开(公告)号：EP1013063A1

公开(公告)日：2000-06-28

申请号：EP98922447.2

申请日：1998-05-19

申请人： MCI Worldcom, Inc.

发明人： LA RUE, David, L. ,  IVEY, Brian ,  LEONARD, Timothy, M.

IPC分类号： H04M3/50

CPC分类号： H04M3/51

摘要： A profile editor is provided for creating and editing customer profiles. The customer profiles hold information regarding customers of a call center. Each customer profile encapsulates information regarding call flow of a call serviced by the call center on behalf of the customer. For example, a customer profile may hold product information, pricing information, shipping information, call flow information, scripts, and other information for a customer that may be used by an operator to service a call on behalf of the customer. The profile editor may also include a test operator console program to test how an operator console program that is used to assist an operator in servicing calls on behalf of a customer in the call center will use a customer profile.

公开(公告)号：EP0993731A1

公开(公告)日：2000-04-19

申请号：EP98930265.8

申请日：1998-06-16

申请人： MCI Worldcom, Inc.

发明人： MUMFORD, Gregory, L.

IPC分类号： H04M3/50

CPC分类号： H04M3/5233

摘要： A method and system for providing enhanced skills based routing of telephone calls is provided. The enhanced skills based routing database. In a call center, an automated call distributor queries the skills based routing program for an appropriate agent console to service a received call. The skills based routing program determines the required product skills for the received call and determines the appropriate agent console to service the call. The determination of an appropriate agent console is based upon the proficiency system comprises a skills based routing program and a skills based routing agents for the required product skills. In one embodiment, the proficiency levels for the various agents are stored in a skills based routing database and retrieved as necessary. The proficiency levels of the agents can take into account efficiency and throughput as well as training on particular call center products.

公开(公告)号：EP0958690A2

公开(公告)日：1999-11-24

申请号：EP98904895.0

申请日：1998-02-06

申请人： MCI Worldcom, Inc.

发明人： ALLISON, Jeffery, E., Sr. ,  CHANEY, Christine, S. ,  MERMEL, Adam, David ,  TAYLOR, Frances, D., E.

IPC分类号： H04M3 ,  H04L29 ,  H04M7 ,  H04Q3

CPC分类号： H04Q3/0029 ,  H04Q3/66 ,  H04Q2213/13095 ,  H04Q2213/13141 ,  H04Q2213/13167 ,  H04Q2213/13196 ,  H04Q2213/13204 ,  H04Q2213/13213 ,  H04Q2213/13345 ,  H04Q2213/13349

摘要： A system and method for permitting a customer to perform intelligent call routing (ICR) in a carrier's network. A Remote Data Gateway (RDG) (210) permits customers to control the routing of their call traffic on the carrier's network. The RDG (210) provides the routing and delivery of call processing queries, generated on the carrier's network, to a Customer Access Point (CAP) (212, 306). The customer can use the CAP (212) to perform ICR and other call processing functions. The results are sent as a response back to the RDG (210, 308), which delivers the response to the carrier's network for implementation (312). Features provided by the RDG (210) include improved security, improved service reliability, message and protocol translation, and maximum efficiency of network and system resources through a dynamic registration process.

公开(公告)号：EP0950308A2

公开(公告)日：1999-10-20

申请号：EP97953038.0

申请日：1997-11-14

申请人： MCI Worldcom, Inc.

发明人： Elliott, Isaac K. ,  Steele, Rick D. ,  Galvin, Thomas J. ,  Lafreniere, Lawrence L. ,  Krishnaswamy, Sridhar ,  Forgy, Glen A. ,  Reynolds, Tim E. ,  Solbrig, Erin M. ,  Cerf, Vinton ,  Gross, Phil ,  Dugan, Andrew J. ,  Sims, William A. ,  Holmes, Allen ,  Smith, Robert S., II ,  Kelly, Patrick J., III ,  Gottlieb, Louis G. ,  Collier, Matthew T. ,  Wille, Andrew N. ,  Rinde, Joseph ,  Turner, Don A. ,  Walters, John J. ,  Eastep, Guido M. ,  Marshall, David D. ,  Price, Ricky A. ,  Saleh, Bilal A.

IPC分类号： G06F15 ,  H04L12 ,  H04L29 ,  H04M3 ,  H04M7 ,  H04M11 ,  H04M15 ,  H04N7 ,  H04Q3

CPC分类号： H04L29/1216 ,  H04L12/1403 ,  H04L12/1428 ,  H04L12/1439 ,  H04L12/1446 ,  H04L12/1453 ,  H04L12/1482 ,  H04L12/1485 ,  H04L12/1492 ,  H04L12/18 ,  H04L29/06 ,  H04L29/06027 ,  H04L29/12018 ,  H04L61/10 ,  H04L61/157 ,  H04L63/20 ,  H04L65/4038 ,  H04L65/80 ,  H04M3/42042 ,  H04M3/4228 ,  H04M3/42323 ,  H04M3/4931 ,  H04M3/5307 ,  H04M3/56 ,  H04M7/003 ,  H04M7/128 ,  H04M15/00 ,  H04M15/08 ,  H04M15/55 ,  H04M15/56 ,  H04M15/57 ,  H04M2201/60 ,  H04M2215/202 ,  H04M2215/208 ,  H04M2215/44 ,  H04M2215/62 ,  H04M2242/22 ,  H04Q3/0029 ,  H04Q3/72 ,  H04Q2213/13109 ,  H04Q2213/1313 ,  H04Q2213/13141 ,  H04Q2213/13174 ,  H04Q2213/13248 ,  H04Q2213/13349 ,  H04Q2213/13389

摘要： Telephone calls, data and other multimedia information is routed through a hybrid network which includes transfer of information across the internet. A media order entry captures complete user profile information for a user. This profile information is utilized by the system throughout the media experience for routing, billing, monitoring, reporting and other media control functions. Users can manage more aspects of a network than previously possible, and control network activities from a central site.

公开(公告)号：EP1400129A4

公开(公告)日：2005-02-16

申请号：EP00992581

申请日：2000-12-01

申请人： MCI WORLDCOM INC

发明人： CARLEY JEFFREY A

IPC分类号： H04M1/66 ,  G08B25/01 ,  G08B25/08 ,  H04M1/275 ,  H04M1/673 ,  H04M1/677 ,  H04M1/725 ,  H04M11/04 ,  H04W4/22 ,  H04W88/02 ,  H04Q1/00

CPC分类号： H04M1/72541 ,  G08B25/016 ,  G08B25/08 ,  H04M1/275 ,  H04M1/673 ,  H04M1/677 ,  H04M1/72519 ,  H04W4/22 ,  H04W76/007 ,  H04W88/02

摘要： There is provided a method for emergency service access using a mobil telephone. When an emergency situation arises and a caller enters an emergency number such as 911 [send] from a locked mobile telephone, the mobile telephone compares the entered value (911) with a list of emergency numbers stored in the memory of the mobile telephone. If the entered number is on the known emergency number list, the mobile telephone immediately places the emergency call even though the telephone is locked. All other key combinations will be compared to a user defined access code previously stored in memory. If the entered value matches the value stored in memory, the mobile phone will be unlocked and ready for normal use. If the values do not match, the mobile phone will remain disabled. In addition, during an emergency call, a mobile provider provides a set of emergency contact records (ECR) to an emergency public service answering point (PSAP). These emergency contact records may include information for each member in the family, including the individual's name, home address, phone number, physical description, emergency contact name and number, doctor's name and number, emergency medical information, such as drug allergies, temporary conditions, such as a pregnancy, a digital image, and any other information the subscriber deems relevant for the PSAP to know in an emergency. In the event the subscriber places a call while not in the subscriber's home system, the local MSC will send a request to the subscriber's home system asking the home system to send the subscriber's ECRs to the PSAP. In an additional embodiment of the invention, the MSCs will send a request to an independent organization which maintains ECRs and request the organization to send the information to the PSAP selected by the MSC.

公开(公告)号：EP1260008A4

公开(公告)日：2004-09-15

申请号：EP01902977

申请日：2001-01-04

申请人： MCI WORLDCOM INC

发明人： MCMURRY KATHLEEN A ,  CATERSIANO TERRY A ,  BARNHOUSE ROBERT H ,  DONOVAN STEVEN R ,  GALLANT JOHN K

IPC分类号： H04L12/56 ,  H04M3/00 ,  H02H3/05 ,  H04L29/06 ,  H04L29/14

CPC分类号： H04L12/5601 ,  H04L2012/5626 ,  H04L2012/5627

摘要： A network device receives signals transmitted via a network (140) and generates trigger messages. The network device transmits the trigger messages to an intelligent network platform (120) that performs a network control function. The network device and the network platform (120) both include redundant systems to provide increased reliability and rerouting capabilities in case one or more of the components experiences problems or a failure.

公开(公告)号：EP1293083A4

公开(公告)日：2004-07-07

申请号：EP00984459

申请日：2000-12-18

申请人： MCI WORLDCOM INC

发明人： SPRINGER ARTHUR L ,  MARCHLAND DEAN

IPC分类号： H04M17/00 ,  H04M1/66 ,  H04M15/00

CPC分类号： H04M15/47 ,  H04M17/00 ,  H04M17/103 ,  H04M2017/12 ,  H04M2215/0148

摘要： A calling card call intercept process or calling card calls made from a domestic origination to international terminations designated in high fraud countries. The system includes an ARU (115) a first level operator (125) and a second level operator (165). In addition, if the caller passes verification, a detail record is cut and fed to a mainframe CIP (99) that automatically over-rides the calling card from any future call intercepts.