Implementation of call-center outbound dialing capability at a telephony network level

• US 5,991,395 A
• Filed: 06/10/1998
• Issued: 11/23/1999
• Est. Priority Date: 11/04/1997
• Status: Expired

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Miloslavsky, Alec
• Primary Examiner(s): Wolinsky, Scott
• Application Number:
  US09/095,732
• Time in Patent Office: 531 Days
• Field of Search: 379/265, 379/266, 379/219, 379/220, 379/221, 379/309, 379/207, 379/355, 379/356, 379/201
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• 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 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5234 Uniform load distribution
• CPC Class Codes: H04Q 2213/13034 A/D conversion, code compression/expansion
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/13107 Control equipment for a part of the connection, distributed control, co-processing
• CPC Class Codes: H04Q 2213/13164 Traffic (registration, measurement,...)
• CPC Class Codes: H04Q 2213/13166 Fault prevention
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/13224 Off-net subscriber, dial in to/out from network, teleworking
• CPC Class Codes: H04Q 2213/13395 Permanent channel, leased line
• CPC Class Codes: H04Q 3/64 Distributing or queueing

Abstract

A system (33) for outbound dialing for call centers (11) place an outbound dialer (21) at network level (13), and client call centers provide destination number calling lists. The outbound dialer (21), upon completing a call to a destination number, connects the completed call to a routing point at a client call center. The system (33) may be CTI-enhanced, and can be hosted by a client of a network provider, or by the network provider. Clients may subscribe to the network provider for service, providing calling lists and routing points, and completed calls may be routed to call centers operated by different clients. The architecture and method of the system (33) minimizes the number of leased lines required by each call center taking advantage of the system (33).

Claims

1. An outbound dialer system comprising:

an automatic call dialer implemented and operated at network level by a network provider, the automatic call dialer having the capability of placing calls selected from one or more stored lists of destination numbers provided by one or more clients of the network provider; and

circuitry for recognizing that at least one of said placed calls is answered by a person;

wherein the dialer places said calls to the selected destination numbers, and upon one of said placed calls being answered by a person, connects the answered call to a routing point in a remote call center hosted by a client of the network provider.

2. The outbound dialer system of claim 1 wherein the network is a publicly-switched telephone network (PSTN).

3. The outbound dialer system of claim 1 wherein the outbound dialer system is hosted by a single client of the network provider, and all calls completed to persons are then connected to a routing point at a call center also hosted by the single client.

4. The outbound dialer system of claim 3 further comprising a computer-telephony integration (CTI) processor connected to the automatic call dialer, wherein the outbound dialer system is sponsored by a single client hosting a plurality of call centers, and wherein calls completed to persons are then connected to routing points at individual ones of the plurality of call centers based on pre-stored routing criteria.

5. The outbound dialer system of claim 4 wherein said completed calls are routed to individual call centers based on a load-balancing algorithm.

6. The outbound dialer system of claim 1 wherein the system further comprises a plurality of calling lists provided by a plurality of clients hosting call centers, and wherein the system places outbound calls from different calling lists, connecting calls completed to persons to call centers operated by the clients providing the calling lists.

7. A call center system, comprising:

at least one call center having a call-switching apparatus connected to a telephone network hosted by a network provider by at least one multi-channel telephony trunk line, and a plurality of agent stations having telephones connected by station-side ports to the call-switching apparatus, the at least one call center hosted by a client of the network provider; and

an outbound dialer in the network implemented and operated by the network provider, the outbound dialer having the capability of placing calls to destination numbers selected from stored lists of destination numbers provided by the client, and circuitry for recognizing that at least one of said placed calls is answered by a person;

wherein the outbound dialer places said calls to the selected destination numbers, and upon one of said placed calls being answered by a person, connects the answered call to a routing point in the at least one call center.

8. The call center system of claim 7 wherein the network is a publicly-switched telephone network (PSTN).

9. The call center system of claim 7 wherein the outbound dialer system is hosted by a simple client of the network provider, and all of said calls answered by a person are connected to a routing point at the at least one call center.

10. The call center system of claim 7 further comprising a computer-telephony integration (CTI) processor connected to the outbound dialer and a plurality of call centers hosted by the single client, wherein said calls answered by a person are then connected to routing points at individual ones of the plurality of call centers based on pre-stored routing criteria.

11. The call center system of claim 10 wherein said answered calls are routed to individual call centers based on a load-balancing algorithm.

12. The call center system of claim 7 wherein the system further comprises a plurality of calling lists provided by a plurality of clients hosting call centers, and wherein the outbound dialer places outbound calls from different calling lists, connecting said calls answered by person to call centers operated by the clients providing the calling lists.

13. A method for minimizing the number of outgoing channels required for a call center having a plurality of agents and operating by outbound dialing, comprising steps of:

(a) providing, by the call center, one or more stored lists of destination numbers to be called to an automated outbound dialer implemented and operated by a network provider at network level;

(b) placing outbound calls by the automated outbound dialer in in the network servicing the call center, according to the list of destination numbers provided by the call center;

(c) determining when individual ones of said outbound calls are answered by a person; and

(d) connecting said calls answered by a person to a routing point at the call center.