Method and computer program logic for providing an intelligent network operator console with enhanced services
First Claim
1. A method for providing an operator console in an intelligent network with enhanced operator and customer services for calls transferred from an automated service provided by an intelligent overlay network, said method comprising the steps of:
- receiving a transferred call from the intelligent overlay network;
receiving a transfer key from the intelligent overlay network;
using said transfer key to retrieve a transfer record from said intelligent overlay network;
using said transfer record to select a particular application program to be executed by the operator console; and
executing said particular application program.
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0 Petitions
Accused Products
Abstract
A method and apparatus for providing operator consoles with enhanced customer support for automated telecommunication 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.
222 Citations
24 Claims
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1. A method for providing an operator console in an intelligent network with enhanced operator and customer services for calls transferred from an automated service provided by an intelligent overlay network, said method comprising the steps of:
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receiving a transferred call from the intelligent overlay network; receiving a transfer key from the intelligent overlay network; using said transfer key to retrieve a transfer record from said intelligent overlay network; using said transfer record to select a particular application program to be executed by the operator console; and executing said particular application program. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A computer program product, comprising:
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a computer useable medium having computer program logic stored therein, said computer program logic for enabling a computer to provide an operator console in an intelligent network with enhanced operator and customer services for calls transferred from an automated service provided by an intelligent overlay network; wherein said computer program logic comprises; means for enabling the computer to receive a transferred call from the intelligent overlay network; means for enabling the computer to receive a transfer key from the intelligent overlay network; means for enabling the computer to use said transfer key to retrieve a transfer record from said intelligent overlay network; means for enabling the computer to use said transfer record to select a particular application program to be executed by the operator console; and means for enabling the computer to execute said particular application program. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24)
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Specification