Network based predictive dialing

• US 5,796,791 A
• Filed: 10/15/1996
• Issued: 08/18/1998
• Est. Priority Date: 10/15/1996
• Status: Expired due to Term

• Current Assignee: Intervoice Limited Partnership
• Original Assignee: Intervoice Limited Partnership
• Inventors: Polcyn, Michael J.
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): Wolinsky, Scott
• Application Number:
  US08/730,742
• Time in Patent Office: 672 Days
• Field of Search: 379/90.01, 379/93.01, 379/93.02, 379/111, 379/112, 379/201, 379/265, 379/266, 379/309, 379/202, 379/93.24, 379/100.14, 379/100.01, 379/92.01, 379/205, 379/100.08
• US Class Current: 379/265.09
• CPC Class Codes: G07B 17/0008 Communication details outside or between apparatus coin-freed apparatus for franking per se G07F17/26
• CPC Class Codes: G07B 2017/00072 Hybrid mail, i.e. mail delivered using different physical means along the mail delivery path, e.g. email and envelope
• CPC Class Codes: H04M 2203/2027 Live party detection
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• CPC Class Codes: H04M 2207/20 hybrid systems
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/42 Systems providing special services or facilities to subscribers specially adapted for wireless communication networks H04W4/00
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42153 by subscriber
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/436 Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; diversion H04M3/54
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5125 with remote located operators
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04M 7/00 Arrangements for interconnection between switching centres
• CPC Class Codes: H04M 7/12 : for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: H04Q 11/0457 : Connection protocols
• CPC Class Codes: H04Q 2213/13072 : Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/1309 : Apparatus individually associated with a subscriber line, line circuits
• CPC Class Codes: H04Q 2213/13091 : CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13093 : Personal computer, PC
• CPC Class Codes: H04Q 2213/13095 : PIN / Access code, authentication
• CPC Class Codes: H04Q 2213/13096 : Digital apparatus individually associated with a subscriber line, digital line circuits
• CPC Class Codes: H04Q 2213/13097 : Numbering, addressing
• CPC Class Codes: H04Q 2213/13103 : Memory
• CPC Class Codes: H04Q 2213/13176 : Common channel signaling, CCS7
• CPC Class Codes: H04Q 2213/13204 : Protocols
• CPC Class Codes: H04Q 2213/13213 : Counting, timing circuits
• CPC Class Codes: H04Q 2213/13224 : Off-net subscriber, dial in to/out from network, teleworking
• CPC Class Codes: H04Q 2213/13331 : Abbreviated dialling
• CPC Class Codes: H04Q 2213/13332 : Broadband, CATV, dynamic bandwidth allocation
• CPC Class Codes: H04Q 2213/13333 : Earth satellites
• CPC Class Codes: H04Q 2213/13349 : Network management
• CPC Class Codes: H04Q 2213/13375 : Electronic mail
• CPC Class Codes: H04Q 2213/13378 : Speech recognition, speech analysis
• CPC Class Codes: H04Q 2213/13389 : LAN, internet
• CPC Class Codes: H04Q 3/72 : Finding out and indicating number of calling subscriber

Abstract

A system and method for predictive dialing from a centralized or network based apparatus available to calling agents geographically separated from both the apparatus and other agents. A user communicates call management information via a network connection to a predictive dialing apparatus to configure the apparatus for the user'"'"'s particular needs. Thereafter the apparatus may instigate a calling campaign unattended, utilizing technology such as interactive voice response, or upon calling agents connecting to the apparatus. Agents connecting to the apparatus do so utilizing various network connections and network elements. The apparatus communicates call management information as well as call statistics to the user via a network connection.

Claims

1. A system for initiating a plurality of information communication contacts from a centralized location, said information communication contacts being directed to a plurality of predetermined target addresses, said system comprising:

means for receiving, at said centralized location, a set of communication parameters including said plurality of target addresses and corresponding information identifying individual agents authorized to communicate with ones of said plurality of target addresses;

means for initiating said information communication contacts to said plurality of target addresses from said centralized location;

means for storing information associated with said communication initiation;

means for identifying a plurality of general purpose communication devices located geographically distant from said centralized location as at least one group of agent devices; and

means for providing information communication between a contacted one of said plurality of target addresses and one or more agent devices from said group of agent devices, said information communication adapted to allow said one or more agent devices to communicate through said system with said contacted one of said plurality of target addresses.

2. The system as set forth in claim 1, wherein said means for providing information communication provides information communication between an agent device and a contacted one of said plurality of target addresses having different communications protocols.

3. The system as set forth in claim 1, wherein at least one device of said plurality of general purpose communication devices is selected from the group consisting of:

a screen telephone;

a digital telephone;

an analogue telephone; and

a general purpose processor-based system.

4. The system as set forth in claim 1 wherein at least one agent device of said group of agent devices communicates with said centralized location through an information communication link selected from the group consisting of:

a public switched network;

a satellite system;

a cable system;

a computer network; and

the Internet.

5. The system as set forth in claim 1, further comprising:

means for verifying authorized access of agents, said verifying means permitting access only to those agents identified in said communication parameters.

6. The system as set forth in claim 1, further comprising:

means for querying a contacted target address of said plurality of target addresses according to a predetermined dialog.

7. The system as set forth in claim 6, wherein said querying means further comprise means for recording responses to said query.

8. The system as set forth in claim 6, wherein said querying means further comprise means for communicating at least a portion of information received in response to said query to a selected agent device of said group of agent devices of said agents.

9. The system as set forth in claim 1, further comprising means for communicating information associated with a contacted one of said predetermined target addresses to a select agent device of said group of agent devices.

10. The system as set forth in claim 9, wherein said information comprises information from said parameters.

11. The system as set forth in claim 1, wherein said communication parameters are initially communicated from a location geographically distant from said centralized location.

12. The system as set forth in claim 11, wherein said communication parameters are communicated through a link utilizing a proprietary network protocol.

13. The system as set forth in claim 11, wherein said communication parameters are communicated utilizing a communication device selected from the group consisting of:

a facsimile communication device;

an e-mail communication system; and

a general purpose processor-based system.

14. The system as set forth in claim 1, further comprising:

means for generating a set of call management information comprising information stored by said storing means.

15. The system as set forth in claim 14, further comprising:

means for transmitting said generated set of call management information to a predetermined communication address.

16. The system as set forth in claim 15, wherein said set of call management information is transmitted to said predetermined communication address through a communication link selected from the group consisting of:

a public switched network;

a satellite system;

a cable system;

a computer network; and

the Internet.

17. A system for initiating a plurality of information communication contacts with a plurality of target addresses, said system comprising:

call management means for storing a set of communication parameters including said plurality of target addresses and corresponding information identifying individual agents authorized to communicate with ones of said plurality of target addresses;

predictive dialing means for initiating said information communication contacts to said plurality of target addresses, said predictive dialing means being coupled to said call management means to provide information communication therebetween; and

a first network means for providing information communication between said system and one or more agents located geographically distant from said system, said information communication provided by said first network means adapted to allow said one or more agents to communicate through said system using ones of a plurality of general purpose communications devices.

18. The system as set forth in claim 17, wherein at least one of said general purpose communications devices is selected from the group consisting of:

a screen telephone;

a digital telephone;

an analogue telephone; and

a general purpose processor-based system.

19. The system as set forth in claim 17, wherein said first network means comprise a plurality of network links, and ones of said agents communicate through said first network means utilizing differing ones of said network links.

20. The system as set forth in claim 19, wherein ones of said network links comprise network protocols different from others of said network links.

21. The system as set forth in claim 17, wherein said first network means comprise an information communication link selected from the group consisting of:

a public switched network;

a satellite system;

a cable system;

a computer network; and

the Internet.

22. The system as set forth in claim 17, further comprising verifying means for limiting access to said system by agents to only those agents identified in said communication parameters.

23. The system as set forth in claim 17, further comprising interactive response means for querying a target network element contacted at ones of said plurality of target addresses.

24. The system as set forth in claim 23, further comprising means for recording responses to said query.

25. The system as set forth in claim 23, wherein at least a portion of information received in response to said query is communicated to a select agent of said agents.

26. The system as set forth in claim 17, further comprising means for communicating information associated with a contacted one of said predetermined target addresses to a select one of said agents.

27. The system as set forth in claim 26, wherein said information comprises information from said parameters.

28. The system as set forth in claim 26, wherein said information comprises information available from a connection between said system and said contacted ones of said predetermined target addresses.

29. The system as set forth in claim 17, further comprising a second network means for communicating said set of communication parameters to said call management means.

30. The system as set forth in claim 29, wherein said first network means includes said second network means.

31. The system as set forth in claim 29, wherein said second network means comprise a link utilizing a proprietary network protocol.

32. The system as set forth in claim 29, wherein said communication parameters are communicated through said second network means utilizing a communication protocol selected from the group consisting of:

a facsimile transmission;

file transport protocol (FTP);

hypertext markup language (HTML); and

analogue telecommunication transmission.

33. The system as set forth in claim 29, wherein said communication parameters are communicated through said second network means utilizing a network element selected from the group consisting of:

a facsimile communication device;

an e-mail communication system; and

a general purpose processor-based system.

34. The system as set forth in claim 33, wherein portions of said communication parameters are communicated utilizing at least two links of said plurality of links.

35. The system as set forth in claim 29, wherein said second network means comprise a plurality of network links, and said communications parameters are communicated through said second network means utilizing any one of said plurality of network links.

36. The system as set forth in claim 35, wherein said call management means further comprise:

means for generating call management information comprising information communicated from said predictive dialing means to said call management means.

37. The system as set forth in claim 36, further comprising means for transmitting said call management information through said second network means, and said communications parameters further comprise information indicating a network link of said plurality of network links through which to transmit said generated call management information.

38. The system as set forth in claim 36, wherein said communication parameters further comprise:

information indicating a format of said generated call management information; and

said call management information generating means further comprise;

means for generating said call management information according to said format.

39. The system as set forth in claim 29, wherein ones of said plurality of links support network protocols different than other ones of said plurality of links.

40. The system as set forth in claim 29, wherein said second network means comprise information communication via a link selected from the group consisting of:

a public switched network;

a satellite system;

a cable system;

a computer network; and

the Internet.

41. A system for initiating a communication to a plurality of predetermined addresses, said system comprising:

means for receiving a set of parameters including said plurality of predetermined addresses and corresponding information identifying individual agents authorized to communicate with ones of said plurality of predetermined addresses;

means for initiating said communication to said plurality of predetermined addresses, said initiating means being coupled to said receiving means to provide information communication therebetween; and

a first network means for providing information communication between said system and one or more management network elements located geographically distant from said system, said management network elements for transmission of said parameters.

42. The system as set forth in claim 41, wherein said first network means comprise a link utilizing a proprietary network protocol.

43. The system as set forth in claim 42, wherein said communication parameters are communicated through said first network means utilizing a communication protocol selected from the group consisting of:

a facsimile transmission;

file transport protocol (FTP);

hypertext markup language (HTML); and

analogue telecommunication transmission.

44. The system as set forth in claim 41, wherein said system further comprise:

means for generating an information set comprising information communicated from said initialization means to said generating means; and

means for transmitting said information set through said first network means.

45. The system as set forth in claim 44, wherein said parameters further comprise:

information indicating a management network element to which to transmit said generated information set.

46. The system as set forth in claim 41, wherein said first network means comprise a plurality of network links coupling said management network elements to said system.

47. The system as set forth in claim 46, wherein ones of said plurality of network links support network protocols different than other ones of said plurality of network links.

48. The system as set forth in claim 46, wherein portions of said parameters are communicated utilizing at least two different management network elements.

49. The system as set forth in claim 41, wherein said management network elements are general purpose communications devices.

50. The system as set forth in claim 49, wherein at least one of said management network elements is selected from the group consisting of:

a facsimile communication device;

an e-mail communication system; and

a general purpose processor-based system.

51. The system as set forth in claim 41, wherein said first network means comprise an information communication link selected from the group consisting of:

a public switched network;

a satellite system;

a cable system;

a computer network; and

the Internet.

52. The system as set forth in claim 41, further comprising a second network means for providing information communication between said system and one or more agent network elements located geographically distant from said system, said information communication provided by said second network means adapted to allow said one or more agents to communicate through said system using ones of a plurality of general purpose communications devices.

53. The system as set forth in claim 52, wherein said first network means comprise said second network means.

54. The system as set forth in claim 52, wherein at least one of said general purpose communications devices is selected from the group consisting of:

a screen telephone;

a digital telephone;

an analogue telephone; and

a general purpose processor-based system.

55. The system as set forth in claim 52, wherein said second network means comprise a plurality of network links and ones of said agent network elements communicate through said second network means utilizing differing ones of said network links.

56. The system as set forth in claim 55, wherein ones of said network links comprise network protocols different from others of said network links.

57. The system as set forth in claim 52, wherein said second network means comprise an information communication link selected from the group consisting of:

a public switched network;

a satellite system;

a cable system;

a computer network; and

the Internet.

58. A method for initiating a plurality of information communication contacts from a centralized location, said information communication contacts being directed to a plurality of predetermined target addresses, said method comprising the steps of:

receiving, at least centralized location, a set of communication parameters including said plurality of target addresses and corresponding information identifying individual agents authorized to communicate with ones of said plurality of target addresses;

initiating said information communication contacts to said plurality of target addresses from said centralized location;

storing information associated with said communication initiation; and

providing information communication between contacted ones of said plurality of target addresses and one or more agents located geographically distant from said centralized location, said information communication adapted to allow said one or more agents to communicate through said system using a general purpose communication device.

59. The method as set forth in claim 58, wherein said general purpose communication device is selected from the group consisting of:

a screen telephone;

a digital telephone;

an analogue telephone; and

a general purpose processor-based system.

60. The method as set forth in claim 58, wherein at least one agent of said agents communicates with said centralized location through an information communication link selected from the group consisting of:

a public switched network;

a satellite system;

a cable system;

a computer network; and

the Internet.

61. The method as set forth in claim 58, further comprising the step of verifying authorized access of agents permitting access only to those agents identified in said communication parameters.

62. The method as set forth in claim 58, further comprising the step of querying a contacted target address of said plurality of target addresses according to a predetermined dialog.

63. The method as set forth in claim 62, further comprising the step of recording responses to said query.

64. The method as set forth in claim 62, further comprising the step of communicating at least a portion of information received in response to said query to a select agent of said agents.

65. The method as set forth in claim 58, further comprising the step of communicating information associated with a contacted one of said predetermined target addresses to a select one of said agents.

66. The method as set forth in claim 65, wherein said information comprises information from said parameters.

67. The method as set forth in claim 58, wherein said communication parameters are initially communicated from a location geographically distant from said centralized location.

68. The method as set forth in claim 67, wherein said communication parameters are communicated through a link utilizing a proprietary network protocol.

69. The method as set forth in claim 67, wherein said communication parameters are communicated utilizing a communication device selected from the group consisting of:

a facsimile communication device;

an e-mail communication system; and

a general purpose processor-based system.

70. The method as set forth in claim 58, further comprising the step of:

generating a set of call management information comprising information stored in said storing step.

71. The method as set forth in claim 70, further comprising the step of transmitting said generated set of call management information to a predetermined communication address.

72. The method as set forth in claim 71, wherein said set of call management information is transmitted to said predetermined communication address through a communication link selected from the group consisting of:

a public switched network;

a satellite system;

a cable system;

a computer network; and

the Internet.

73. A networked system for initiating a plurality of outbound information communication contacts directed to a plurality of predetermined target network elements connectable to said system through a network, ones of said communication contacts to be handled by one or more agent network elements connected to said system through said network, said system comprising:

a centralized communication apparatus comprising;

call management means for receiving a set of communication parameters including said plurality of target network elements and corresponding information identifying individual agents authorized to communicate with ones of said plurality of target network elements, said call management means also for generating communication information comprising information associated with said system initiating contact with said plurality of target network elements; and

communication means for initiating said outbound information communication contacts to said plurality of target network elements, said communication means being in information communication with said call management means, said communication means adapted for interfacing said one or more agent network elements and contacted one of said predetermined plurality of target network elements;

at least one call management network element connectable to said communication apparatus through said network, said call management network element for communicating a set of communication parameters to said call management means through said network;

at least one agent network element connectable to said communication apparatus through said network, said at least one agent network element comprising a general purpose information communication device, said agent network element for information communication with at least one target network element of said plurality of target network elements, said agent network element also for information communication with said communication apparatus; and

at least one target network element connectable to said communication apparatus through said network.

74. The system as set forth in claim 73, wherein said centralized communication apparatus further comprises interactive response means for communicating with said at least one target network element, said interactive response means being in information communication with said call management means.

75. The system as set forth in claim 74, wherein said call management means stores information associated with responses received by said interactive response means.

76. The system as set forth in claim 74, wherein said centralized communications apparatus communicates information associated with responses received by said interactive response means to said at least one agent network element.

77. The system as set forth in claim 74, wherein said interactive response circuitry includes interactive voice response.

78. The system as set forth in claim 73, wherein said centralized communication apparatus further comprises interactive response circuitry adapted to communicate with said at least one agent network element, said interactive response circuitry being in information communication with said call management means.

79. The system as set forth in claim 78, wherein said interactive response circuitry operates to verify an agent using said at least one agent network element is authorized to utilize said centralized communication apparatus, said verification being accomplished at least in part by a comparison of said information identifying agents authorized to utilize said centralized communication apparatus with a response from said agent network element received by said interactive response circuitry.

80. The system as set forth in claim 73, wherein said network means comprise a plurality of network links.

81. The system as set forth in claim 80, wherein a portion of said communication parameters is communicated utilizing at least two links of said plurality of links.

82. The system as set forth in claim 80, wherein ones of said network links comprise network protocols different from others of said network links.

83. The system as set forth in claim 73, wherein said communication apparatus communicates information regarding a contacted one of said plurality of target network element to said at least one agent network element substantially concurrent with interfacing said contacted target network element and said agent network element.

84. The system as set forth in claim 83, wherein said communicated information comprises information from said communication parameters.

85. The system as set forth in claim 83, wherein the information comprises information available through said contact with said target network element.

86. The system as set forth in claim 73, wherein said at least one call management network element is selected from the group consisting of:

a facsimile communication device;

an electronic messaging system; and

a general purpose processor-based system.

87. The system as set forth in claim 73, wherein said general purpose information communication device is selected from the group consisting of:

a screen telephone;

a digital telephone;

an analogue telephone; and

a general purpose processor-based system.

88. The system as set forth in claim 73, wherein said at least one target network element is selected from the group consisting of:

a telephone;

a screen telephone;

an automated answering device;

an electronic messaging system; and

a general purpose processor-based system.

89. The system as set forth in claim 73, wherein said network means comprise a link selected from the group consisting of:

a public switched network;

a satellite system;

a cable system;

a computer network; and

the Internet.