Method and system for remote call dialing and answering
First Claim
1. A system for distributing contacts from contact devices to remote agents, the system comprising:
- one or more contact devices operable to establish contacts through a telephone network by dialing telephone numbers;
a computer telephony integration platform interfaced with the one or more contact devices;
plural geographically distributed remote agent computer systems interfaced with the computer telephony integration platform through a computer network; and
a remote agent server interfaced with the computer telephony integration platform and operable to direct the computer telephony integration platform to connect contacts of the contact devices with predetermined remote agent computer systems over the computer network.
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Accused Products
Abstract
Remote agents geographically distributed from contact devices connect with contacts of the contact devices through a computer network. A remote agent server coordinates connections between telephone contacts and remote agents by directing the telephone contacts to connect with remote agent computer systems interfaced with a computer telephony integration platform. Contact device resources, such as dialing and answering resources, are allocated through a scheduling graphical user interface to enhance the efficiency of contact device use. In one embodiment, contact resources are assigned on a pay-for-use basis. Contact lists for outbound dialing or to answer predetermined inbound calls are associated with predetermined remote agents with remote agent computer addresses.
33 Citations
26 Claims
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1. A system for distributing contacts from contact devices to remote agents, the system comprising:
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one or more contact devices operable to establish contacts through a telephone network by dialing telephone numbers;
a computer telephony integration platform interfaced with the one or more contact devices;
plural geographically distributed remote agent computer systems interfaced with the computer telephony integration platform through a computer network; and
a remote agent server interfaced with the computer telephony integration platform and operable to direct the computer telephony integration platform to connect contacts of the contact devices with predetermined remote agent computer systems over the computer network. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method for distributing contacts from one or more contact devices to geographically distributed remote agents, the method comprising:
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inputting a list of contacts to a list manager;
scheduling outbound dialing of the list of contacts with the one or more contact devices;
scheduling remote agents to respond to contacts made by the contact devices;
dialing from the list to establish contacts;
forwarding contacts to a computer telephony integration platform;
coordinating connection of contacts with remote agents through a remote agent server interfaced with the computer telephony integration platform, the remote agents communicating with contacts through computer systems interfaced with the computer telephony integration platform through a computer network. - View Dependent Claims (10, 11, 12, 13, 14, 15)
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16. A method for managing contact device resources, the method comprising:
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interfacing contact resources with a computer telephony integration platform and a remote agent server;
defining contact device resource availability in a list manager, the list manager in communication with the remote agent server;
interfacing with the remote agent server to request contact device resources for a contact list;
assigning contact device resources with the list manager to fill the request;
identifying computer addresses for remote agents interfaced with the computer telephony integration platform; and
applying the contact device for contacts associated with the contact list, the remote agent server and computer telephony integration platform cooperating to connect contacts with remote agents through remote agent computer systems associated with remote agent computer addresses. - View Dependent Claims (17, 18, 19, 20)
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21. A method for allocating contact resources associated with plural contact devices, the method comprising:
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interfacing the plural contact devices with a remote agent server;
interfacing the remote agent server with a list of the available contact resources associated with each contact device;
displaying the available contact resources with a Graphical User Interface in communication with the remote agent server; and
assigning with the Graphical User Interface some of the contact resources to forward contacts to predetermined remote agents. - View Dependent Claims (22, 23, 24, 25, 26)
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Specification