Do-Not-Call compliance management for predictive dialer call centers

• US 20050074114A1
• Filed: 01/08/2003
• Published: 04/07/2005
• Est. Priority Date: 06/18/2002
• Status: Active Grant

• Current Assignee: Gryphon Networks Corporation
• Original Assignee: Gryphon Networks Corporation
• Inventors: Fotta, Keith A., Boudrieau, Richard P.
• Granted Patent: US 7,158,630 B2
• Time in Patent Office: Days
• US Class Current: 379/266.80
• CPC Class Codes: H04M 3/38 Graded-service arrangements, i.e. some subscribers prevented from establishing certain connections queuing arrangements H04Q3/64
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 7/0036 where the data service is an information service
• CPC Class Codes: H04M 7/128 Details of addressing, directories or routing tables
• CPC Class Codes: H04M 7/1295 Details of dual tone multiple frequency signalling

Abstract

A mechanism and method for updating local call information databases for calls to be placed by predictive dialers deployed at different geographic locations within a communications network.

Claims

1. A method of disseminating caller-related information in a do-not-call system that includes a plurality of predictive dialer systems each at a corresponding different one of a plurality of different locations, each of said plurality predictive dialer systems including an associated database system that is local to that predictive dialer system and that includes a do-not-call database, said method implemented by a given one of the predictive dialer systems and comprising:

receiving an update instruction, said update instruction being a first type or a second type, said first type for blocking future calls to a specified telephone number and said second type for removing a block on future calls to a specified telephone number associated;

in response to receiving said local update instruction, concurrently sending a first update notification and a second update notification, wherein said first update notification is sent to the local database system and said second update notification is sent to another one of said plurality of predictive dialer systems that is located elsewhere from said given one of the predictive dialer systems; and

in response to receiving said first update notification at said local database system associated with said given one of the predictive dialer systems, updating the do-not-call database included therein, wherein the second update notification is for causing an update of the do-not-call database at said another one of said plurality of predictive dialer systems.

2. The method of claim 1 further comprising, in response to receiving said local update instruction and before concurrently sending said first and second update notifications, verifying that a first token associated with the received update instruction requires that said another one of said predictive dialer systems be updated and wherein the second update notification includes a second token for indicating whether said another one of said predictive dialer systems needs to forward an update notification to yet another one of said predictive dialer systems.

3. The method of claim 2 wherein the first token is a count variable and wherein the verifying involves decrementing the count variable and then confirming that the count variable is different from a predetermined value.

4. The method of claim 3 wherein the second token is the decremented value of the count variable.

5. The method of claim 1 further comprising, after receiving said update instruction and prior to sending the second update notification, retrieving from a configuration file that is local to said given one of the predictive dialer systems an address for said another one of said predictive dialer systems and wherein the sending of the second update notification is to the retrieved address.

6. The method of claim 1 further comprising generating said update instruction locally to said given one of the predictive dialer systems.

7. The method of claim 1 wherein the received update instruction is received from an entity that is remote from said given on of the predictive dialer systems.

8. A method of processing call information for calls to be placed by predictive dialers deployed at different geographic locations within a communications network, comprising:

receiving call information for a number to be called by one of the predictive dialers;

processing the call information to determine if the number is on a Do-Not-Call (DNC) list, a copy of which is maintained in association with each of the predictive dialers;

if the number is determined not to be on the DNC list, determining if the number is to be added to the DNC list; and

enabling an update of the DNC list copy associated each of the predictive dialers with information that includes the number so that each of the predictive dialers has access to the information in near real-time.

9. An article for processing call information for calls to be placed by predictive dialers deployed at different geographic locations within a communications network comprising:

a storage medium having stored thereon instructions that when executed by a machine result in the following;

receiving call information for a number to be called by one of the predictive dialers;

processing the call information to determine if the number is on a Do-Not-Call (DNC) list, a copy of which is maintained in association with each of the predictive dialers;

if the number is determined not to be on the DNC list, determining if the number is to be added to the DNC list; and

enabling an update of the DNC list copy associated each of the predictive dialers with information that includes the number so that each of the predictive dialers has access to the information in near real-time.

10. An apparatus for processing call information for calls to be placed by predictive dialers deployed at different geographic locations in a communications network, comprising:

a first module to process call information for a number to be called by one of the predictive dialers to determine if the number is on a Do-Not-Call (DNC) list, a copy of which is maintained in association with each of the predictive dialers; and

a second module, responsive to the first interface, to enable an update of the DNC list copy associated each of the predictive dialers with information that includes the number so that each of the predictive dialers has access to the information in near real-time.