CA2179498A1 - A Network-Based Telephone System Having Interactive Capabilities - Google Patents

A Network-Based Telephone System Having Interactive Capabilities

Info

Publication number
CA2179498A1
CA2179498A1 CA2179498A CA2179498A CA2179498A1 CA 2179498 A1 CA2179498 A1 CA 2179498A1 CA 2179498 A CA2179498 A CA 2179498A CA 2179498 A CA2179498 A CA 2179498A CA 2179498 A1 CA2179498 A1 CA 2179498A1
Authority
CA
Canada
Prior art keywords
scp
data
gdi
external systems
network
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA2179498A
Other languages
French (fr)
Other versions
CA2179498C (en
Inventor
Aaron Arthur Akman
Patrick James Donnelly
Steven Andrew Hollenbach
Michael Anthony Kret
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Telcordia Licensing Co LLC
Original Assignee
Individual
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Individual filed Critical Individual
Publication of CA2179498A1 publication Critical patent/CA2179498A1/en
Application granted granted Critical
Publication of CA2179498C publication Critical patent/CA2179498C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/0016—Arrangements providing connection between exchanges
    • H04Q3/0029—Provisions for intelligent networking
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13072—Sequence circuits for call signaling, ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13527—Indexing scheme relating to selecting arrangements in general and for multiplex systems protocols - X.25, TCAP etc.
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13541—Indexing scheme relating to selecting arrangements in general and for multiplex systems routing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13546—Intelligent Peripheral

Abstract

In a network-based telephone system [100] including a service control point (SCP) [102] for accessing a call processing record (CPR), an intelligent peripheral (IP) [104] pro-vides an intelligent interface between a caller and the SCP [102]. The IP [104] communi-cates with the SCP [102] through a peripheral interface (PI) [128]. External systems [106]
are accessed by SCP [102] through a generic data interface (GDI) [124] to obtain customer data. The GDI [124] keeps track of the data stored in the various external systems [106].
Upon receiving a request for data, GDI [124]
forms sub-requests, routes the sub-requests to the appropriate external systems [106], and re-turns a message containing the requested data.
CA002179498A 1994-01-31 1995-01-30 A network-based telephone system having interactive capabilities Expired - Fee Related CA2179498C (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US08/168,612 US5519772A (en) 1994-01-31 1994-01-31 Network-based telephone system having interactive capabilities
US168,612 1994-01-31
PCT/US1995/001233 WO1995020857A1 (en) 1994-01-31 1995-01-30 A network-based telephone system having interactive capabilities

Publications (2)

Publication Number Publication Date
CA2179498A1 true CA2179498A1 (en) 1995-08-03
CA2179498C CA2179498C (en) 1999-11-02

Family

ID=22612209

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002179498A Expired - Fee Related CA2179498C (en) 1994-01-31 1995-01-30 A network-based telephone system having interactive capabilities

Country Status (5)

Country Link
US (1) US5519772A (en)
EP (1) EP0742980A4 (en)
JP (1) JPH09501812A (en)
CA (1) CA2179498C (en)
WO (1) WO1995020857A1 (en)

Families Citing this family (106)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5703940A (en) * 1993-11-12 1997-12-30 Intervoice, Inc. Method and apparatus for delivering calling services
US5640505A (en) * 1994-09-07 1997-06-17 British Telecommunications Public Limited Company Operational support structure for a telecommunications network
FI99187C (en) * 1994-11-24 1997-10-10 Tecnomen Oy A method and apparatus for adding intelligent functions to a telecommunications network
US5694463A (en) * 1995-02-15 1997-12-02 Christie; Joseph Michael System for service control point routing
US5778056A (en) * 1995-05-01 1998-07-07 Bell Communications Research, Inc. Broadband network and method for connecting information providers
US7369650B1 (en) 1995-05-16 2008-05-06 At&T Corp. Service and information management system for a telecommunications network
US5729597A (en) * 1995-05-16 1998-03-17 At&T Corp Service and information management system for a telecommunications network
US5696809A (en) * 1995-06-22 1997-12-09 Bell Atlantic Network Services, Inc. Advanced intelligent network based computer architecture for concurrent delivery of voice and text data using failure management system
US5619557A (en) * 1995-07-10 1997-04-08 Rockwell International Corporation Telephone switching system and method for controlling incoming telephone calls to remote agents and for collecting and providing call data
US5687224A (en) * 1995-07-26 1997-11-11 Alley, Jr.; Willard Kent Telecommunications circuit provisioning and administration system
DE19532490A1 (en) * 1995-09-02 1997-03-06 Sel Alcatel Ag Method for providing announcements for services in a communication network and service control device, service support system, service access device, service switching center and service system
US5742675A (en) * 1995-09-26 1998-04-21 Telefonaktiebolaget Lm Ericsson Method and apparatus for automatically distributing calls to available logged-in call handling agents
US5761290A (en) * 1995-10-11 1998-06-02 Bell Atlantic Network Services, Inc. Alternate service activation
GB9603582D0 (en) 1996-02-20 1996-04-17 Hewlett Packard Co Method of accessing service resource items that are for use in a telecommunications system
GB9606790D0 (en) * 1996-03-29 1996-06-05 British Telecomm Peripheral control in an intelligent network
US6002758A (en) * 1996-04-12 1999-12-14 Telcordia Technologies, Inc. System and method for developing message processing applications
WO1997049222A1 (en) * 1996-06-19 1997-12-24 Bell Communications Research, Inc. Broadband network and method
SE516415C2 (en) * 1996-06-20 2002-01-15 Telia Ab telecommunications networks
CA2264241A1 (en) * 1996-08-30 1998-03-05 Telefonaktiebolaget Lm Ericsson System and method for ip-activated call setup
US6058303A (en) * 1996-08-30 2000-05-02 Telefonaktiebolaget L M Ericsson (Publ) System and method for subscriber activity supervision
US6005845A (en) * 1996-10-03 1999-12-21 Telefonaktiebolaget L/M Ericsson (Publ) System and method for IP-activated call setup
US5838768A (en) * 1996-10-03 1998-11-17 Telefonaktiebolaget L M Ericsson System and method for controlled media conversion in an intelligent network
WO1998009422A2 (en) * 1996-08-30 1998-03-05 Telefonaktiebolaget Lm Ericsson (Publ) System and method for controlled media conversion in an intelligent network
EP0922363B1 (en) * 1996-08-30 2007-01-31 Telefonaktiebolaget LM Ericsson (publ) System and method for incoming and outgoing interrogations for store-and-forward services
US6501753B1 (en) 1996-09-19 2002-12-31 Qwest Communications International, Inc. Architecture and method for using an advanced intelligent network (AIN) to reduce voice switch and trunk loading
US6370149B1 (en) * 1998-07-20 2002-04-09 Ameritech Corporation Telecommunication system, method and subscriber unit for use therein
US7187686B1 (en) * 1996-11-01 2007-03-06 Sbc Properties, B.P. Telecommunication system, method and subscriber unit for use therein
US5883946A (en) * 1996-11-27 1999-03-16 Bell Communications Research, Inc. Method and apparatus for provisioning customized telecommunications services
US5982867A (en) * 1996-11-27 1999-11-09 Ameritech Corporation Method and system for providing the name of the state of a calling party
US6891939B1 (en) * 1996-11-27 2005-05-10 Sbc Properties, L.P. Method and system for providing calling name identification with advanced intelligent network
US5974128A (en) * 1996-11-27 1999-10-26 Ameritech Corporation Method and system for providing calling name identification requery
US6014437A (en) * 1997-02-03 2000-01-11 International Business Machines Corporation Multi service platform architecture for telephone networks
US6104802A (en) 1997-02-10 2000-08-15 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
US7031442B1 (en) 1997-02-10 2006-04-18 Genesys Telecommunications Laboratories, Inc. Methods and apparatus for personal routing in computer-simulated telephony
US5978806A (en) * 1997-02-18 1999-11-02 Ameritech Corporation Method and apparatus for communicating information about a called party to a calling party
US5946684A (en) 1997-02-18 1999-08-31 Ameritech Corporation Method and system for providing computer-network related information about a calling party
DE69816594T2 (en) * 1997-02-20 2004-06-03 Hewlett-Packard Co. (N.D.Ges.D.Staates Delaware), Palo Alto SERVICE POINT FOR THE DELIVERY OF TELECOMMUNICATION SERVICES
US6041117A (en) * 1997-02-28 2000-03-21 At&T Corp Distributed network control and fabric application interface
FI113823B (en) 1997-03-13 2004-06-15 Nokia Corp Systems for processing service data in a telecommunications system
GB2323498B (en) * 1997-03-19 2002-07-31 Ibm Intelligent peripheral
US6614783B1 (en) 1997-04-01 2003-09-02 Cosmocom, Inc. Multimedia telecommunication automatic call distribution system using internet/PSTN call routing
US6046762A (en) * 1997-04-01 2000-04-04 Cosmocom, Inc. Multimedia telecommunication automatic call distribution system
US5999609A (en) * 1997-04-04 1999-12-07 Sun Microsystems, Inc. Computer-telephony (CT) system including an electronic call request
US6430286B1 (en) 1997-04-22 2002-08-06 At&T Corp Service and information management system for a telecommunications network
US5933489A (en) * 1997-06-30 1999-08-03 Telcordia Technologies, Inc. Method and apparatus for handling subscription and administrative requests in a local service management system
US5958016A (en) * 1997-07-13 1999-09-28 Bell Atlantic Network Services, Inc. Internet-web link for access to intelligent network service control
US5949763A (en) * 1997-07-17 1999-09-07 Ameritech Corporation Method and apparatus for providing broadband access conferencing services
WO1999005590A2 (en) * 1997-07-25 1999-02-04 Starvox, Inc. Apparatus and method for integrated voice gateway
US6259781B1 (en) * 1997-08-06 2001-07-10 Siemens Information And Communication Networks, Inc. Generic distributed protocol converter
US6985943B2 (en) 1998-09-11 2006-01-10 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US6711611B2 (en) 1998-09-11 2004-03-23 Genesis Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
US6148069A (en) * 1997-11-04 2000-11-14 Ameritech Corporation System and method for mixed mode communications in an advanced intelligent network telephone system
US6141356A (en) 1997-11-10 2000-10-31 Ameritech Corporation System and method for distributing voice and data information over wireless and wireline networks
USRE46528E1 (en) 1997-11-14 2017-08-29 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level
US7907598B2 (en) 1998-02-17 2011-03-15 Genesys Telecommunication Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
US6332154B2 (en) 1998-09-11 2001-12-18 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
NO313027B1 (en) * 1998-03-06 2002-07-29 Ericsson Telefon Ab L M Steps to improve a network structure, especially an intelligent network
US6831914B1 (en) * 1998-03-27 2004-12-14 Verizon Services Corp. Services control point selection in an advanced intelligent network
US6418205B2 (en) 1998-05-07 2002-07-09 Mci Communications Corporation Call and circuit state machine for a transaction control layer of a communications signaling gateway
US6647111B1 (en) 1998-05-07 2003-11-11 Mci Communications Corporation System for executing advanced interactive voice response services using service-independent building blocks
US6496567B1 (en) 1998-05-07 2002-12-17 Mci Communications Corporation Interactive voice response service node with advanced resource management
US6389126B1 (en) * 1998-05-07 2002-05-14 Mci Communications Corporation Service provisioning system for interactive voice response services
US6366658B1 (en) 1998-05-07 2002-04-02 Mci Communications Corporation Telecommunications architecture for call center services using advanced interactive voice responsive service node
US6427002B2 (en) * 1998-05-07 2002-07-30 Worldcom, Inc. Advanced interactive voice response service node
US6493353B2 (en) 1998-05-07 2002-12-10 Mci Communications Corporation Communications signaling gateway and system for an advanced service node
FI113230B (en) * 1998-05-15 2004-03-15 Elisa Oyj Procedure for updating call control and incoming call control
US6405159B2 (en) 1998-06-03 2002-06-11 Sbc Technology Resources, Inc. Method for categorizing, describing and modeling types of system users
US7006620B1 (en) 1998-06-12 2006-02-28 Sbc Properties, L.P. System and method for routing both toll-free and caller-paid telephone calls to call service centers
GB2339362A (en) * 1998-07-03 2000-01-19 Orange Personal Comm Serv Ltd Call centres
US6389400B1 (en) 1998-08-20 2002-05-14 Sbc Technology Resources, Inc. System and methods for intelligent routing of customer requests using customer and agent models
US6694482B1 (en) * 1998-09-11 2004-02-17 Sbc Technology Resources, Inc. System and methods for an architectural framework for design of an adaptive, personalized, interactive content delivery system
USRE46153E1 (en) 1998-09-11 2016-09-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
US6285671B1 (en) * 1999-04-22 2001-09-04 Ameritech Corporation Method and system for providing facsimile service over a digital subscriber line
US6335936B1 (en) 1999-04-22 2002-01-01 Ameritech Corporation Wide area communication networking
US7086007B1 (en) 1999-05-27 2006-08-01 Sbc Technology Resources, Inc. Method for integrating user models to interface design
US7536002B1 (en) 1999-07-09 2009-05-19 Jpmorgan Chase Bank, National Association System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data
US6553113B1 (en) * 1999-07-09 2003-04-22 First Usa Bank, Na System and methods for call decisioning in a virtual call center integrating telephony with computers
US7929978B2 (en) 1999-12-01 2011-04-19 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network
US6711156B1 (en) 2000-03-20 2004-03-23 Telefonaktiebolaget L M Ericsson (Publ) System and method for providing enhanced user-service interaction in an integrated telecommunications network
US20040006473A1 (en) * 2002-07-02 2004-01-08 Sbc Technology Resources, Inc. Method and system for automated categorization of statements
US6778643B1 (en) 2000-03-21 2004-08-17 Sbc Technology Resources, Inc. Interface and method of designing an interface
US7103169B2 (en) * 2000-03-30 2006-09-05 British Telecommunications Public Limited Company Communications
US7065201B2 (en) 2001-07-31 2006-06-20 Sbc Technology Resources, Inc. Telephone call processing in an interactive voice response call management system
US7305070B2 (en) 2002-01-30 2007-12-04 At&T Labs, Inc. Sequential presentation of long instructions in an interactive voice response system
US6914975B2 (en) * 2002-02-21 2005-07-05 Sbc Properties, L.P. Interactive dialog-based training method
US7272133B2 (en) * 2002-08-12 2007-09-18 Telcordia Technologies, Inc. Method and system for implementing standard applications on an intelligent network service control point through an open services gateway
US7827232B2 (en) 2003-05-05 2010-11-02 Microsoft Corporation Record button on a computer system
US20040240650A1 (en) 2003-05-05 2004-12-02 Microsoft Corporation Real-time communications architecture and methods for use with a personal computer system
US7551199B2 (en) 2003-05-05 2009-06-23 Microsoft Corporation Computer camera system and method for reducing parallax
US20040235520A1 (en) * 2003-05-20 2004-11-25 Cadiz Jonathan Jay Enhanced telephony computer user interface allowing user interaction and control of a telephone using a personal computer
US7216221B2 (en) 2003-09-30 2007-05-08 Microsoft Corporation Method and system for unified audio control on a personal computer
US7548255B2 (en) 2003-09-30 2009-06-16 Microsoft Corporation Method and system for capturing video on a personal computer
US8155297B1 (en) 2003-12-02 2012-04-10 Jpmorgan Chase Bank System and method for providing call-back options
US7415267B2 (en) * 2003-12-15 2008-08-19 Jp Morgan Chase Bank Methods and systems for managing call reports for the financial services industry
US7616756B2 (en) * 2003-12-18 2009-11-10 International Business Machines Corporation Call center first access resolution
US7027586B2 (en) * 2003-12-18 2006-04-11 Sbc Knowledge Ventures, L.P. Intelligently routing customer communications
CN100353780C (en) * 2004-04-21 2007-12-05 华为技术有限公司 Implementing method and system for providing subscriber with voice content service via mobile network
US7581034B2 (en) 2004-11-23 2009-08-25 Microsoft Corporation Sending notifications to auxiliary displays
US7711868B2 (en) 2004-11-23 2010-05-04 Microsoft Corporation Waking a main computer system to pre-fetch data for an auxiliary computing device
US7634780B2 (en) * 2004-11-23 2009-12-15 Microsoft Corporation Method and system for exchanging data between computer systems and auxiliary displays
US7784065B2 (en) 2005-02-07 2010-08-24 Microsoft Corporation Interface for consistent program interaction with auxiliary computing devices
US20060242590A1 (en) * 2005-04-21 2006-10-26 Microsoft Corporation Simple content format for auxiliary display devices
US7517355B2 (en) * 2005-09-08 2009-04-14 Medafor, Incorporated Method of supporting and/or applying particulate materials
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
US8238538B2 (en) 2009-05-28 2012-08-07 Comcast Cable Communications, Llc Stateful home phone service
US10169094B2 (en) * 2011-04-27 2019-01-01 Hewlett Packard Enterprise Development Lp Dynamic transaction-persistent server load balancing

Family Cites Families (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5008930A (en) * 1989-10-24 1991-04-16 At&T Bell Laboratories Customer definable integrated voice/data call transfer technique
US5058152A (en) * 1989-12-12 1991-10-15 The Telephone Connection Anonymous interactive telephone system having direct connect feature
US5241580A (en) * 1990-12-18 1993-08-31 Bell Communications Research, Inc. Method for validating customized telephone services
US5241588A (en) * 1990-12-18 1993-08-31 Bell Communications Research, Inc. Systems and processes providing programmable or customized customer telephone information services
US5208848A (en) * 1991-08-26 1993-05-04 At&T Bell Laboratories Telecommunications call processing
US5259026A (en) * 1991-12-18 1993-11-02 Bell Communications Research, Inc. Method for speed calling automatic update
US5359646A (en) * 1992-04-30 1994-10-25 Bell Communications Research, Inc. Testing of distributed communications networks

Also Published As

Publication number Publication date
WO1995020857A1 (en) 1995-08-03
CA2179498C (en) 1999-11-02
US5519772A (en) 1996-05-21
EP0742980A1 (en) 1996-11-20
JPH09501812A (en) 1997-02-18
EP0742980A4 (en) 2000-09-20

Similar Documents

Publication Publication Date Title
CA2179498A1 (en) A Network-Based Telephone System Having Interactive Capabilities
CA2204132A1 (en) A network-based telephone system providing coordinated voice and data delivery
CA2118278A1 (en) Multimedia System
CA2208415A1 (en) Unstructured supplementary service data from a home location register to an external node
CA2248897A1 (en) System for providing caller information to called party via call standard data field
CA2255311A1 (en) Method and apparatus for real-time billing account query
CA2123275A1 (en) Electronic Private Exchange System Having Talking Recording Function
CA2166284A1 (en) Broadband Intelligent Telecommunications Network and Method Employing a Resource System to Support Network Services
CA2022265A1 (en) Call message delivery system and method utilizing caller-selected system annoucements
CA2231230A1 (en) System for managing telecommunications
CA2302273A1 (en) Technique for secure network transactions
CA2233730A1 (en) Phone line aggregated billing
CA2316855A1 (en) System and method for identifying a data record associated with a transferred telephone call
CA2046664A1 (en) Automated enrollment of a computer system into a service network of computer systems
CA2305174A1 (en) Method for arranging transaction based billing for telephone services
AU5916696A (en) Method and system for setting up a speech connection in different networks
CA2112060A1 (en) Apparatus and Method for Providing Services Prior to Call Completion in a Telecommunication System
ES8702099A1 (en) Message waiting alerting method
CA2198797A1 (en) Call branding system
EP0418831A3 (en) Paging method in a private branch exchange with a paging device providing operation modes for paging different from each other
MX9804194A (en) System and method for automatically routing a call to a multi-mode transceiver.
CA2179339A1 (en) Method for Prohibiting Continual Routing of a Call Between Central Office Switches Due to Translation Data Error
US5157718A (en) Interface adapter permitting tops position to function as directory assistance unit
CA2251574A1 (en) Telecommunications system for providing a calling party control service
CA2189087A1 (en) Called Party Mailbox Service

Legal Events

Date Code Title Description
EEER Examination request
MKLA Lapsed