Automated right-party contact telephone system

• US 6,285,752 B1
• Filed: 12/18/1998
• Issued: 09/04/2001
• Est. Priority Date: 12/19/1997
• Status: Expired due to Term

• Current Assignee: Universal Recovery Systems Incorporated
• Original Assignee: Blake Rice
• Inventors: Rice, Blake
• Primary Examiner(s): Matar, Ahmad
• Assistant Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US09/216,274
• Time in Patent Office: 991 Days
• Field of Search: 379/265, 379/266, 379/309, 379/242, 379/243, 379/210.01, 379/214.01, 379/209.01, 379/219, 370/270
• US Class Current: 379/266.07
• CPC Class Codes: H04M 3/42314 in private branch exchanges
• CPC Class Codes: H04M 3/46 Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
• CPC Class Codes: H04M 3/465 Arrangements for simultaneously calling a number of substations until an answer is obtained
• 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
• CPC Class Codes: H04M 3/5236 Sequential or circular distribution

Abstract

A system is provided for routing telephone calls between at least first aid second groups of call-handling stations. A dialer is configured to automatically place telephone calls. Once the call is placed, the dialer routes the call to a first-level hunt group. The first-level hunt group searches for an available first-level call-handling station and routes the call to the available first-level call-handling station. Once the first-level call-handling station establishes contact with the right-party, the first-level call-handling station sends a routing signal to the dialer. The dialer then routes the call to a second-level hunt group, which searches for an available second-level call-handling station. Then the second-level hunt group routes the call to the available second-level call-handling station.

Claims

1. A hierarchical system for routing outbound telephone calls between first and second groups of call-handling stations, the hierarchical system comprising:

a dialer configured to dial an outbound telephone call;

a first hunt group configured and arranged to route the outbound telephone call placed by the dialer to a call-handling station within the first group of call-handling stations; and

a second hunt group configured and arranged to route the outbound telephone call placed by the dialer to a call-handling station within the second group of call-handling stations;

the first hunt group and first group of call-handling stations being in one hierarchical level and the second hunt group and second group of call-handling stations being in another hierarchical level; and

wherein an operator staffing a call handling station in the first group of call-handling station determines whether a right-party contact is available to talk on the outbound telephone call and transfer the call to the second hunt group when the right-party contact is available.

2. A system for routing telephone calls between first and second groups of call-handling stations according to claim 1, further comprising a database containing account information and telephone numbers connected to the dialer.

3. A system for routing telephone calls between first and second groups of call-handling stations according to claim 2, wherein the database is a software application running on a computer.

4. A system for routing telephone calls between first and second groups of call-handling stations according to claim 1, further comprising a call filter connected to the dialer for filtering out data signals.

5. A system for routing telephone calls between first and second groups of call-handling stations according to claim 1, wherein the dialer is a computer.

6. A system for routing telephone calls between first and second groups of call-handling stations according to claim 1, wherein the dialer and the first and second hunt groups are a unitary unit.

7. A system for routing telephone calls between first and second groups of call-handling stations according to claim 6, wherein the dialer, the database, and the first and second hunt groups are a unitary unit.

8. A system for routing telephone calls between first and second groups of call-handling stations according to claim 6, wherein the dialer, the call filter, and the first and second hunt groups are a unitary unit.

9. A system for routing telephone calls between first and second groups of call-handling stations according to claim 1, wherein the telephone call is automatically routed to both the first and second hunt groups.

10. A system for routing telephone calls between first and second groups of call-handling stations according to claim 9, wherein the telephone call is simultaneously connected to both the first and second hunt groups.

11. A system for routing telephone calls between first and second groups of call-handling stations according to claim 1, further comprising an inbound call receiver configured and arranged to receive inbound calls and route them to the second hunt group.

12. A hierarchical system for routing outbound telephone calls between call-handling stations, the hierarchical system comprising:

a dialer configured to dial an outbound telephone call and transfer the outbound telephone call to a first hunt group for connection to a first call-handling station for determining whether a right-party contact is available, the dialer being responsive to routing signals received from the first call-handling station; and

a second hunt group configured and arranged to route the outbound telephone call placed by the dialer to a second call-handling station when the right-party contact is available and upon receiving a call routing signal from the first call-handling station;

the first hunt group and first cal-handling station being in one hierarchical level and the second hunt group and second call-handling station being in another hierarchical level; and

wherein an operator staffing the first call-handling station can determine whether a right-party contact is available to talk on the outbound telephone call and transfer the call to the second hunt group when the;

right-party contact is available.

13. A system for routing telephone calls between call-handling stations according to claim 12, further comprising a database containing account information and telephone numbers connected to the dialer, the first hunt group, and the second hunt group.

14. A system for routing telephone calls between call-handling stations according to claim 13, wherein the database is a software application running on a computer.

15. A system for routing telephone calls between call-handling stations according to claim 12, wherein the dialer is a computer.

16. A system for routing telephone calls between call-handling stations according to claim 12, wherein the telephone call is automatically routed to both the first and second hunt groups.

17. A system for routing telephone calls between call-handling stations according to claim 16, wherein the telephone call is simultaneously connected to both the first and second hunt groups.

18. A system for routing telephone calls between call-handling stations according to claim 12, further comprising an inbound call receiver configured and arranged to receive inbound calls and route them to the second hunt group.

19. A system for routing telephone calls between call-handling stations according to claim 12, wherein the call-handling station is a computer and a telephone.

20. A system for routing telephone calls between call-handling stations according to claim 19, wherein the call-handling station is a computer with an integral telephone.

21. A system for routing telephone calls between call-handling stations according to claim 12, wherein the call-handling station is a computer and a videophone.

22. A method for routing telephone calls between first and second groups of call-handling stations, the method comprising:

automatically placing an outbound telephone call;

routing the outbound telephone call to a call-handling station within the first group of call-handling stations;

determining whether the right-party contact is available to talk on the outbound telephone call while the outbound telephone call is routed to the call-handling station within the first group of call-handling stations; and

routing the outbound telephone call to a call-handling station within the second group of call-handling stations when the right-party contact is available.

23. The method for routing telephone calls between first and second groups of call-handling stations according to claim 22, further comprising the step of retrieving a telephone number and corresponding account information from a database.

24. The method for routing telephone calls between first and second groups of call-handling stations according to claim 22, further comprising the step of searching for an available call-handling station within a first group of call-handling stations.

25. The method for routing telephone calls between first and second groups of call-handling stations according to claim 22, further comprising the step of searching for an available call-handling station within a second group of call-handling stations.

26. The method for routing telephone calls between first and second groups of call-handling stations according to claim 22, further comprising the step of releasing the telephone call from the call-handling station within the first group of call-handling stations upon routing the telephone call to the call-handling station within the second group of call-handling stations.

27. The method of routing telephone calls between first and second groups of call-handling stations according to claim 22, wherein the telephone call remains connected to the call-handling station within the first group of call-handling stations upon routing the telephone call to the call-handling station within the second group of call-handling stations.

28. The method of routing telephone calls between first and second groups of call-handling stations according to claim 27, comprising the additional step of manually disconnecting the telephone call from the call-handling station within the first group of call-handling stations while maintaining the telephone call with the call-handling station within the second call-handling station.

29. A method for routing outbound telephone calls between a first-level call-handing station and a second-level call-handling station selected from a plurality of second-level call-handling stations, the method comprising:

routing the outbound telephone call to the first-level call- handling station;

determining whether the right-party contact is available to talk on the outbound telephone call while the outbound telephone call is routed to the first-level call-handling station;

selecting a criterion;

matching a second-level call handling station and the selected criterion; and

routing the outbound telephone call to the matched second-level call-handling station when the right-party contact is available.

30. The method of claim 29 wherein a lookup table associates at least one of the second-level call-handling stations with a predetermined criterion, the step of matching a second-level call handling station and the selected criterion includes the step of comparing the selected criterion to the predetermined criterion listed in the lookup table.

31. The method of claim 29 wherein each second-level call handling station is in electrical communication with one of a plurality of hunt groups, the step of matching a second-level call handling station and the selected criterion includes the step of matching one of the hunt groups and the selected criterion.

32. The method of claim 29 wherein the step of selecting a criterion is performed manually.

33. The method of claim 29 wherein the step of selecting a criterion is performed automatically.

34. A method of operating a system for routing telephone calls between first and second groups of call-handling stations, the method comprising:

activating a predetermined number of call-handling stations in the first group;

activating a predetermined number of call-handling stations in the second group; and

determining the relative number of first call-handling stations from a first equation;

35. The method of claim 34 wherein:

the step of activating a predetermined number of call-handling stations in the first group is performed by staffing the predetermined number of call-handling stations with people; and

the step of activating a predetermined number of call-handling stations in the second group is performed by staffing the predetermined number of call-handling stations with people.

36. The method according to claim 34 wherein CONNECT is approximately 32% and R_CONNECT is approximately 23%.

37. The method according to claim 34 wherein 1ST_LEV_CALLAVE is approximately 76 per hour and 2D_LEV_CALLAVE is approximately 20 per hour.