System and method for common account based routing of contact records

• US 20060256951A1
• Filed: 05/18/2006
• Published: 11/16/2006
• Est. Priority Date: 07/09/2001
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Rodenbusch, Richard, Duncan, Daniel N.
• Granted Patent: US 8,175,258 B2
• Time in Patent Office: Days
• US Class Current: 379/265.20
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

A method and system is provided for common account based distribution of contact records. A comparison engine analyzes call record accounts to identify and tag related call records, such as call record accounts related to the same individual. A common account tag detector detects related accounts and communicates with a common account controller of a distribution module that distributes contact attempts in pools and queues. The common account controller locates related accounts, such as by searching for accounts having the same tag, to prevent additional contact attempts to the individual associated with the related accounts. The related accounts are forwarded to the operator who made the successful contact to coordinate resolution of the related accounts along with the account that originated the contact attempt.

Claims

1-13. -13. (canceled)

14. A system for coordinating distribution of contact records between plural contact devices, each contact device operable to establish contacts using the contact records and having plural associated contact agents to interact with the contacts, the system comprising:

a distribution module operable to interface with each contact device and to distribute the contact records to the contact devices;

a comparison engine operable to identify contact records related by one or more factors; and

a common account controller associated with the distribution module and operable to route contact records identified as related to common contact devices.

20. A method for coordinating distribution of contact records between plural contact devices, each contact device operable to simultaneously establish plural contacts for plural associated agents, the method comprising:

comparing one or more predetermined factors of the contact records to identify one or more sets of related contact records;

distributing the contact records to plural contact devices, each set of related contact records distributed to a common contact device;

establishing a contact with a contact record at a contact device;

determining that the established contact has related contact records; and

presenting the related contact records to the agent at the contact device having the established contact.