Inter campaign and queue cooperation

• US 20070041562A1
• Filed: 08/16/2005
• Published: 02/22/2007
• Est. Priority Date: 08/16/2005
• Status: Abandoned Application

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Aspect Software Incorporated
• Inventors: Bernier, Martin
• Application Number:
  US11/204,619
• Publication Number:
  US 20070041562A1
• Time in Patent Office: Days
• US Class Current: 379/265.10
• 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 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80

Abstract

Generally, the invention is a device, method, and system for transferring a communication session from a first outbound campaign to a second outbound campaign. The first outbound campaign may include a first communication initiating device and a first set of outbound agent communication terminals. The second outbound campaign may include a second communication initiating device and a second set of outbound agent communication terminals. The system places at least one outbound communication to a customer using the first communication initiating device of the first communication campaign. The system connects the outbound communication to an available outbound agent of the first outbound campaign. The system determines if the customer needs to be connected to an outbound agent terminal of the second outbound campaign and transfers the customer to the outbound agent of the second outbound campaign.

Claims

1. A method of transferring a communication session from a first outbound campaign to a second outbound campaign, the first outbound campaign including a first communication initiating device and a first set of a plurality of agent communication terminals, and the second outbound campaign including a second communication initiating device and a second set of a plurality of agent communication terminals, said method comprising:

placing at least one outbound communication to a customer using the first communication initiating device of the first outbound campaign;

connecting the outbound communication to an available outbound agent at one of said agent communication terminals of the first outbound campaign;

determining that the customer needs to be connected to an agent communication terminal of the second outbound campaign; and

transferring the customer to the agent communication terminal of the second outbound campaign.

2. The method of claim 1 wherein the action of determining involves searching a contact list associated with the second outbound campaign for the customer of the first outbound campaign when the customer is successfully contacted.

3. The method of claim 1 wherein the action of determining involves searching a contact list associated with the second outbound campaign for the customer of the first outbound campaign when the first outbound campaign initiates connection to the customer.

4. The method of claim 1 wherein the action of determining involves searching a contact list associated with the second outbound campaign for the customer of the first outbound campaign when the first outbound campaign has completed communications with the customer.

5. The method of claim 1 further including:

determining a priority level between at least said first outbound campaign and said second outbound campaign,

transferring the customer to an agent from the outbound campaign with a higher priority level, and

transferring the customer to the next higher priority outbound campaign after the outbound campaign with the higher priority level has completed communications with the customer.

6. The method of claim 1 wherein the action of transferring the customer to the outbound agent terminal of the second outbound campaign involves conferencing the customer, an agent of the first outbound campaign, and an agent of the second outbound campaign.

7. The method of claim 1 wherein the action of transferring the customer to the agent communication terminal of the second outbound campaign further comprises:

alerting the customer of the need to connect the customer to an agent of the second outbound campaign and

requesting by the customer to transfer the customer to the agent of the second outbound campaign.

8. The method of claim 1 wherein the action of transferring the customer to the agent communication terminal of the second outbound campaign further comprises:

disconnecting the customer from an agent of the first outbound campaign;

placing at least one outbound communication to the customer soon after the action of disconnecting using the second communication initiating device of the second outbound campaign; and

connecting the outbound communication to an available outbound agent at one of said agent communication terminals of the second outbound campaign.

9. The method of claim 1 wherein the action of determining further comprises:

comparing a contact list associated with the first outbound campaign to a contact list associated with second outbound campaign,

identifying common contacts in both contact lists, and

organizing the contact lists to provide more efficient connection of the common contacts by both the first outbound campaign and the second outbound campaign.

10. A system for transferring a communication session from a first outbound campaign to a second outbound campaign, said system comprising:

the first outbound campaign including a first communication initiating device and a first set of a plurality of agent communication terminals wherein the first communication initiating device of the first communication campaign places at least one outbound communication to a customer and a host computer of the first outbound campaign connects the outbound communication to an available outbound agent at one of said agent communication terminals of the first outbound campaign;

the second outbound campaign including a second communication initiating device and a second set of a plurality of agent communication terminals; and

a campaign integrator to determine if the customer needs to be connected to an agent communication terminal of the second outbound campaign and transfer the customer to the agent communication terminal of the second outbound campaign.

11. The system of claim 10 wherein the campaign integrator determines a priority level between at least said first outbound campaign and said second outbound campaign, transfers the customer to an agent from the outbound campaign with a higher priority level, and transfers the customer to the next higher priority outbound campaign after the outbound campaign with the higher priority level has completed communications with the customer.

12. The system of claim 10 wherein the campaign integrator transferring the customer to the outbound agent terminal of the second outbound campaign involves conferencing the customer, an agent of the first outbound campaign, and an agent of the second outbound campaign.

13. The system of claim 10 wherein the campaign integrator further comprises a module to alert the customer of the need to connect the customer to an agent of the second outbound campaign and a module to receive a request by the customer to transfer the customer to the agent of the second outbound campaign.

14. The system of claim 10, further comprising;

a module to disconnect the customer with an agent of the first outbound campaign;

a module to place at least one outbound communication to the customer soon after the action of disconnecting using the second communication initiating device of the second outbound campaign; and

a module to connect the outbound communication to an available outbound agent at one of said agent communication terminals of the second outbound campaign.

15. The system of claim 10 wherein the campaign integrator further comprises a module to compare a contact list associated with the first outbound campaign to a contact list associated with the second outbound campaign, a module to identify common contacts in both contact lists, and a module to organize the contact lists to provide more efficient connection of the common contacts by both the first outbound campaign and the second outbound campaign.

16. A computer program product, tangibly embodied in an information carrier, for transferring a communication session from a first outbound campaign to a second outbound campaign, the first outbound campaign including a first communication initiating device and a first set of a plurality of outbound agent terminals, and the second outbound campaign including a second communication initiating device and a second set of a plurality of outbound agent terminals, the computer program product being operable to cause a machine to:

place at least one outbound communication to a customer using the first communication initiating device of the first communication campaign;

connect the outbound telephone communication to an available outbound agent at one of said outbound agent terminals of the first outbound campaign;

determine that the contacted party needs to be connected to an outbound agent terminal of the second outbound campaign; and

transfer the customer to the outbound agent terminal of the second outbound campaign.

17. The computer program product of claim 16, further comprising the computer program product being operable to cause a machine to:

determine a priority level between at least said first outbound campaign and said second outbound campaign,

transfer the customer to an agent from the outbound campaign with a higher priority level, and

transfer the customer to the next higher priority outbound campaign after the outbound campaign with the higher priority level has completed communications with the customer.

18. The computer program product of claim 16, further comprising the computer program product being operable to cause a machine to:

disconnect the customer with an agent of the first outbound campaign;

place at least one outbound communication to the customer soon after the action of disconnecting using the second communication initiating device of the second outbound campaign; and

connect the outbound communication to an available outbound agent at one of said agent communication terminals of the second outbound campaign.

19. The computer program product of claim 16, further comprising the computer program product being operable to cause a machine to:

compare a contact list associated with the first outbound campaign to a contact list associated with the second outbound campaign,

identify common contacts in both contact lists, and organize the contact lists to provide more efficient connection of the common contacts by both the first outbound campaign and the second outbound campaign.