Originating calls in a contact center either in a voice dialing mode or a text dialing mode
First Claim
1. A method for originating a text call by an agent of a contact center comprising:
- receiving at a text dialing processing system a call record from a dialing list of a calling campaign, wherein the dialing list comprises a plurality of call records and the call record is associated with an account comprising a wireless telephone number;
retrieving a call attempt counter and a call attempt counter threshold, both associated with the wireless telephone number;
determining whether the call attempt counter is equal to or less than the call attempt counter threshold; and
after determining the call attempt counter is equal to or less than the call attempt counter threshold;
displaying the wireless telephone number from the account to the agent using a graphical user interface (“
GUI”
) on a computer used by the agent, wherein the computer is separate from the text dialing processing system;
displaying a proposed message content for the text call to the agent on the GUI;
receiving an input from the agent requesting to originate the text call;
originating the text call to the wireless telephone number by the text dialing processing system in response to receiving the input from the agent; and
incrementing the call attempt counter after originating the text call.
10 Assignments
0 Petitions
Accused Products
Abstract
A dialing list comprising call records can be processed by a call handling component(s) in a contact center in various dialing modes. A call record may be processed to originate a voice call, where the agent manually dials the call as a voice telephone call. In another embodiment, the call record can be processed to originate a SMS text call, where the agent also determines when the call originates. In each embodiment, the agent is presented with a graphical user interface tailored to the dialing mode. The dialing mode used may be defined by the dialing list the call record is retrieved from, information from within the call record itself, application of a rule, or input from the agent. Once the dialing mode is selected, it may be altered under certain conditions. When the call is originated, various compliance oriented tests, including calling windows and call attempts, are performed.
52 Citations
20 Claims
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1. A method for originating a text call by an agent of a contact center comprising:
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receiving at a text dialing processing system a call record from a dialing list of a calling campaign, wherein the dialing list comprises a plurality of call records and the call record is associated with an account comprising a wireless telephone number; retrieving a call attempt counter and a call attempt counter threshold, both associated with the wireless telephone number; determining whether the call attempt counter is equal to or less than the call attempt counter threshold; and after determining the call attempt counter is equal to or less than the call attempt counter threshold; displaying the wireless telephone number from the account to the agent using a graphical user interface (“
GUI”
) on a computer used by the agent, wherein the computer is separate from the text dialing processing system;displaying a proposed message content for the text call to the agent on the GUI; receiving an input from the agent requesting to originate the text call; originating the text call to the wireless telephone number by the text dialing processing system in response to receiving the input from the agent; and incrementing the call attempt counter after originating the text call. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A method for originating a text call by an agent of a contact center based on processing a call record in a dialing list for a calling campaign, comprising:
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receiving the call record by a text dialing component, wherein the call record is associated with an account and comprises a wireless telephone number; displaying information of the account to the agent on a graphical user interface (“
GUI”
) of a computer used by the agent, wherein the computer is separate from the text dialing component and the information of the account comprises content of the text call that is determined in part by using the dialing list;displaying the wireless telephone number to the agent on the GUI of the computer; receiving input at the computer from the agent requesting to originate the text call; sending the input from the computer to the text dialing component; originating the text call to the wireless telephone number by the text dialing component in response to receiving the input; and incrementing a call attempt counter associated with the wireless telephone number after originating the text call by the text dialing component. - View Dependent Claims (8, 9, 10)
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11. A system for originating a text call in a contact center, comprising:
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a text dialing component comprising a computer processor configured to; receive a call record from a dialing list, the call record indicating a called party number; ascertain a calling window for a called party associated with the call record based on at least one of a NPA-NXX of the called party number and a postal address of the called party; determine the calling window for the called party is open based on a current time; and after determining the calling window is open; provide information to a computer used by an agent, the information comprising; a content of the text call, the called party number, and a called party name associated with the called party; originate the text call to the called party number in response to receiving an indication from the computer initiated by the agent to originate the text call; and increment a call attempt counter associated with the called party after originating the text call; and the computer used by the agent, wherein the computer is separate from the text dialing component and is configured to; display to the agent the content of the text call, the called party number, and the called party name; display to the agent a function icon to originate the text call to the called party number; receive a selection of the function icon by the agent to originate the text call; and provide the indication to the text dialing component in response to receiving the selection of the function icon by the agent thereby causing the text call to originate. - View Dependent Claims (12, 13, 14)
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15. A non-transitory computer readable medium storing instructions that when executed cause a computer processor to:
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receive a call record from a dialing list, the call record indicating a called party number to which a call is to be originated; determine that the call to be originated is to be a text call; ascertain a calling window for originating the text call to a called party based on a location of the called party determined using at least one of a NPA-NXX of the called party number and a postal address of the called party; ascertain whether the text call can be originated within the calling window based on a current time and the location of the called party; and after ascertaining the text call can be originated within the calling window; provide text call origination information to display on an agent computer used by an agent, the text call origination information comprising; a content of the text call, the called party number, and a called party name associated with the called party; originate the text call in response to receiving an indication from the agent computer initiated by the agent to originate the text call; and increment a call attempt counter associated with the called party number after originating the text call. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification