Call center management systems
5 Assignments
0 Petitions
Accused Products
Abstract
A call center management system employs out-of-band signaling, such as provided by ISDN telecommunications technology, to manage outbound calls from a call center. By communicating with a central office of the PSTN in this way, it is possible to exercise a great degree of control over outbound calls originating from the call center. This control may be used, for example, to insert a meaningful caller identification label into the outbound call, or to manage dead air time within limits established by law, custom, or convenience, and to provide detailed reporting of outbound call activity.
37 Citations
36 Claims
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1-35. -35. (canceled)
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36. A method for managing caller identification in outbound telephone calls comprising:
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obtaining a record for an outbound call to be made from a call center to a receiving party, the record including a caller identifier for transmission to the receiving party in the outbound call as an identifier of a calling party;
transmitting an out-of-band message to initiate the outbound call, the out-of-band message including a telephone number used to connect to the receiving party through a telecommunications network, and the message including the identifier for transmission to the receiving party;
receiving an out-of-band message that the outbound call has been answered; and
connecting an agent to the outbound call.
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Specification