System and method for providing operator and customer services

FOREIGN PATENT DOCUMENTS

WO/91/16779 10/1991 (WO) .

OTHER PUBLICATIONS

"Gazing into the SPC network future reveals vista of new features," Gordon and Hodges, Telephony Magazine, Mar. 21, 1983.

"Signaling System 7 Rescues antiquated billing system,"
Jonelit, Telephony Magazine, undated.
"Smart Credit Cards: the answer to cashless shopping,"
Weinstein, IEEE Spectrum, Feb. 1984.

(List continued on next page.)

* cited by examiner

Primary Examiner—Scott Wolinsky

(57) ABSTRACT

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

U.S. PATENT DOCUMENTS

5,629,974 * 5/1997 Rajala et al 455/466

5,675,607 * 10/1997 Alesio et al 379/91.01

5,680,448 * 10/1997 Becker 379/265

5,684,870 * 11/1997 Maloney et al 379/265

5,696,809 * 12/1997 Voit 379/265

5,812,639 * 9/1998 Bartholomew et al 379/207

5,825,857 * 10/1998 Reto et al 379/91.01

OTHER PUBLICATIONS

"Excel Switching", electronic brochure, www.xl.com/ prod.htm, undated.

"VCO Open Programmable Switches," electronic brochure, www.summa4.com/products/wpswitch.htm, undated.

"The Centrex Call Center Advantage," electronic brochure, www.nortel.com/pen/solutions/acd.html, undated.

"Centrex Call Center Tailoring for your Business", electronic brochure, www.nortel.com/pen/solutions/tailoring.html, undated.

"Centrex CTI", electronic brochure, www.nortel.com/pen/ solutions/cti.html, undated.

"Centrex Call Center Reporting Options," electronic brochure, www.nortel.com/pen/solutions/reporting.html, undated.

"Quick Product Index," electronic brochure, www.nortel.com/home/quick/#A, undated.