Advanced intelligent network based computer architecture for concurrent delivery of voice and text data using failure management system

In an advanced intelligent network based information distribution system for concurrent delivery of voice and computer data to a service agent including a failure management system, a central office switching system connected to communication lines including at least one service switching point for selectively providing switched communications between the communication lines, a network controller arranged for selectively providing control data to effect land line communications, and arranged separately from the central office switching system, said network controller being arranged to convey control data to effect communications, said network controller storing preprogrammed call processing data associated with subscribers who are associated with one of the communication lines connected to the central office switching system, and said network controller further storing preprogrammed call processing data associated with subscribers, said advanced intelligent network based information distribution system comprising:

• an intelligent peripheral/call server combination, responsively connected to, and disposed between, said network controller and said central office switching system;
• external databases responsively connected to said intelligent peripheral/call server combination, storing subscriber specific data associated with each of the subscribers;
• means for determining the appropriate central office switching system to route a customer initiated call;
• means for acquiring queue status from the central office switching system and for transmitting the queue status to said network controller;
• means for requesting data to said IP/call server regarding queue status, and for playing the current queue status to the customer;
• means for extracting the data from at least one of said external databases and arranging for the customer initiated call to be transferred to a queue of said appropriate central office switching system;
• means for transmitting the subscriber specific data including a customer data screen to a service agent computer system for concurrent delivery with voice;
• means for transmitting voice data of the customer initiated call to the agent substantially concurrently with the subscriber specific data.

A method of concurrent delivery of voice and text data to a service agent including a failure management system, a central office switching system connected to communication lines including at least one service switching point for selectively providing switched communications between the communication lines, a network controller arranged for selectively providing control data to effect land line communications, and arranged separately from the central office switching system, the network controller being connected to the at least one service switching point through at least one service transfer point arranged to convey control data to effect communications, the network controller storing preprogrammed call processing data associated with subscribers who are associated with one of the communication lines connected to the central office switching system, and the network controller further storing preprogrammed call processing data associated with subscribers, said method comprising the steps of:

• (a) determining the appropriate central office switching system to route a customer initiated call;
• (b) acquiring queue status from the central office switching system and for transmitting the queue status to the network controller;
• (c) requesting data to the IP/call server regarding queue status, and for playing the current queue status to the customer;
• (d) extracting the data from at least one of the external databases and arranging for the customer initiated call to be transferred to a queue of the appropriate central office switching system;
• (e) transmitting the subscriber specific data including a customer data screen to a service agent computer system for concurrent delivery with voice;
• (f) transmitting voice data of the customer initiated call to the agent substantially concurrently with the subscriber specific data.

An advanced intelligent network based information distribution system for concurrent delivery of voice and text data to a service agent including a failure management system, comprising:

• a central office switching system connected to communication lines including at least one service switching point for selectively providing switched communications between the communication lines;
• a network controller arranged for selectively providing control data to effect land line communications, and arranged separately from the central office switching system, said network controller arranged to convey control data to effect communications, said network controller storing preprogrammed call processing data associated with subscribers who are associated with one of the communication lines connected to the central office switching system, and said network controller further storing preprogrammed call processing data associated with subscribers;
• an intelligent peripheral/call server combination, responsively connected to, and disposed between, said network controller and said central office switching system;
• and
• external databases responsively connected to said intelligent peripheral/call server combination, storing subscriber specific data associated with each of the subscribers;
• wherein
• said IP/call server acquires information from a customer regarding a subject telephone number and destination work center, and determines a proper network controller to route the customer initiated call,
• said network controller validates a customer entered telephone number, and determines an appropriate central switching office system to route the customer initiated call,
• said network controller processes a customer record, and requests subscriber specific data from at least one of said external databases,
• said IP/call server receives and processes the request for the subscriber specific data from said at least one of said external databases,
• said network controller completes processing of the customer record, and the customer initiated call is transferred to a queue in an appropriate central switching office system, and
• the customer specific data is sent to an agent system via said IP/call server, and the customer initiated call is completed to the agent via said appropriate central office switching system, delivering substantially concurrently voice and data to the agent.

In an advanced intelligent network based information distribution system for concurrent delivery of voice and text data to a service agent including a failure management system, including a central office switching system connected to communication lines including at least one service switching point for selectively providing switched communications between the communication lines, a network controller arranged for selectively providing control data to effect land line communications, and arranged separately from the central office switching system, said network controller being connected to said at least one service switching point through at least one service transfer point arranged to convey control data to effect communications, said network controller storing preprogrammed call processing data associated with subscribers who are associated with one of the communication lines connected to the central office switching system, and said network controller further storing preprogrammed call processing data associated with subscribers, an intelligent peripheral/call server combination, responsively connected to, and disposed between, said network controller and said central office switching system, and external databases responsively connected to said intelligent peripheral/call server combination, storing subscriber specific data associated with each of the subscribers, a method comprising the steps of:

• (a) acquiring information from a customer regarding a subject telephone number and destination work center, and determines a proper network controller to route the customer initiated call;
• (b) validating a customer entered NPA-NXX, and determining an appropriate central switching office system to route the customer initiated call;
• (c) processing a customer record, and requesting subscriber specific data from at least one of said external databases;
• (d) receiving and processing the request for the subscriber specific data from said at least one of said external databases;
• (e) completing the processing of the customer record, and transferring the customer initiated call to a queue in an appropriate central switching office system;
• and
• (f) transmitting the customer specific data to an agent system, and completing the customer initiated call to the agent via the appropriate central office switching system, delivering substantially concurrently voice and data to the agent.

An advanced intelligent network based information distribution and failure recovery management system, comprising:

• a first central office switching system connected to first communication lines for selectively providing switched communications between the first communication lines, and first and second universal call distributor systems;
• a second central office switching system connected to second communication lines for selectively providing switched communications between the second communication lines, and third and fourth universal call distributor systems;
• a network controller arranged for selectively providing control data to effect land line communications, and arranged separately from said first and second central office switching systems, said network controller arranged to convey control data to effect communications, said network controller storing preprogrammed call processing data associated with subscribers who are associated with one of the first and second communication lines connected to said first and second central office switching systems, and said network controller further storing preprogrammed call processing data associated with subscribers;
• a first intelligent peripheral (IP)/call server combination, responsively connected to, and disposed between, said network controller and said first central office switching system, said first IP/call server combination comprising first and second groups of channel switching units, the first group of channel switching units connected to the first universal call distributor and the second group of channel switching units connected to the third universal call distributor;
• a second IP/call server combination, responsively connected to, and disposed between, said network controller and said second central office switching system, said second IP/call server combination comprising third and fourth groups of channel switching units, the third group of channel switching units connected to the second universal call distributor and the fourth group of channel switching units connected to the fourth universal call distributor.