System and Method for Controlling Calls for Contact Centers

• US 20150063559A1
• Filed: 08/27/2013
• Published: 03/05/2015
• Est. Priority Date: 08/27/2013
• Status: Active Grant

• Current Assignee: James Siminoff
• Original Assignee: James Siminoff
• Inventors: Siminoff, James
• Granted Patent: US 9,106,746 B2
• Time in Patent Office: Days
• US Class Current: 379/266.08
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/42365 Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
• CPC Class Codes: H04M 3/432 Arrangements for calling a subscriber at a specific time, e.g. morning call service
• 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 3/5232 Call distribution algorithms

Abstract

A computer system for controlling calls to a call target, including a processor in communication with non-volatile memory, the non-volatile memory executing code including code for receiving call target information relating to the call target, code for accessing a database and retrieving a contact rate for a time period for the call target, code for placing a call target identifier in a queue indicating the call target will be called during the time period, when the time period has a contact rate greater than a threshold rate, code for placing a call to the call target during the time period, and code for updating the contact rate based on an outcome of the call.

Claims

1. A computer system for controlling calls to a call target, comprising:

a processor in communication with non-volatile memory, the non-volatile memory executing code comprising;

code for receiving call target information relating to the call target;

code for accessing a database and retrieving a contact rate for a time period for the call target;

code for placing a call target identifier in a queue indicating the call target will be called during the time period, when the time period for the call target has a contact rate greater than a threshold rate;

code for placing a call to the call target during the time period; and

code for updating the contact rate based on an outcome of the call.

2. The computer system of claim 1, where the contact rate is based on number of calls connected and number of unanswered calls.

3. The computer system of claim 1, where the contact rate is based on number of calls connected, number of calls resulting in busy signals, and number of unanswered calls.

4. The computer system of claim 1, where the code for updating the contact rate increases the contact rate when the call is answered.

5. The computer system of claim 1, where the code for updating the contact rate increases the contact rate when the call is answered or a busy signal is received.

6. The computer system of claim 1, where the code for updating the contact rate increases the contact rate when the call is answered and decreased the contact rate when the call is unanswered.

7. The computer system of claim 1, further comprising:

code for updating the database entry of the call target when the call indicates the telephone number of the call target is active or inactive; and

code for accessing the database entry of the call target and placing the call only when the call target is active.

8. The computer system of claim 7, further comprising:

code for determining the telephone number of the call target is inactive based on ISDN codes.

9. The computer system of claim 1, further comprising code for performing a regulatory check before placing the call to the call target and placing the call when no regulatory violation is found.

10. The computer system of claim 1, where the regulatory violation is a do not call list violation.

11. The computer system of claim 1, where the regulatory violation relates to times of day when calls may not be placed.

12. The computer system of claim 1, where the regulatory violation relates to a number of times the target may be called in a time period.

13. The computer system of claim 1, further comprising code for performing a regulatory check before placing the call to the call target and placing the call when a regulatory violation and an applicable regulatory violation exception are found.

14. The computer system of claim 1, where the threshold rate is 33%.

15. A computer system for controlling calls to a call target, comprising:

a processor in communication with non-volatile memory, the non-volatile memory executing code comprising;

code for receiving call target information relating to the call target;

code for determining the telephone number associated with the call target is an active telephone number;

code for accessing a database and retrieving a contact rate for a time period for the call target;

code for performing a regulatory check for the call target;

code for placing a call to the active telephone number of the call target during the time period, when the time period for the call target has a contact rate greater than a threshold rate and when no regulatory violation is found; and

code for updating the contact rate based on an outcome of the call.