System and method for integrating text messaging to an outboard call system

• US 6,708,039 B2
• Filed: 03/04/2002
• Issued: 03/16/2004
• Est. Priority Date: 10/29/1999
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Concerto Software Incorporated (Alvaria Incorporated)
• Inventors: Harder, Glenn
• Primary Examiner(s): CUMMING, WILLIAM D
• Application Number:
  US10/090,533
• Publication Number:
  US 20020090964A1
• Time in Patent Office: 743 Days
• Field of Search: 455/466, 379/265.09, 379/216.01, 379/244, 379/215.01, 704/215.01, 370/352, 370/356
• US Class Current: 455/466
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04W 4/14 Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold

Abstract

A system and method of integrating outbound text messaging capabilities to a telephone call center management system, wherein outbound text messages are a secondary means by which a customer can be contacted, the primary means being voice communications between a call center agent and the customer. The system includes a telephone call management system including a dialer for dialing a plurality of contact telephone numbers included in said at least one call record in a call list. Each call record includes a primary customer contact identifier, such as a voice line telephone number and at least one text message destination identifier, which is included as a secondary customer contact identifier. The system also includes a text message processing system, including text message memory for accepting and storing at least one text message for transmission to a text message receiving device and for transmitting the text message upon connection to the text message receiving device.

Claims

1. A method of integrating text messaging to an outbound call campaign comprising the steps of:

including a text message destination identifier associated with a text message receiving device as at least one secondary customer contact identifier in a call record associated with a customer, said call record also including a primary customer contact identifier for establishing voice communications with said customer and at least one secondary contact telephone number, wherein said secondary contact telephone number comprises a voice contact telephone number;

providing a call list including a plurality of said call records to a telephone call management system including a dialer;

storing at least one text message in text message memory in a text message processing system;

attempting to establish voice communications with at least one customer utilizing said primary customer contact identifier associated with said customer;

attempting to establish voice communications with said customer by dialing at a location remote from said customer said at least one secondary telephone contact number if voice communications cannot be established using said primary contact telephone number;

automatically establishing communications with said text message receiving device utilizing said text message destination identifier in direct response to failure to establish voice communications with said customer; and

transmitting at least one stored text message to said message receiving device.

2. The method of integrating text messaging as claimed in claim 1 wherein said text message receiving device comprises a mobile communications device including a short message display.

3. The method of integrating text messaging as claimed in claim 1 wherein said at least one text message comprises an electronic mail (e-mail) message and wherein said text message receiving device comprises a computer running an e-mail program, said computer interconnected to receive said text message over a computer network including at least one telephone line.

4. The method of integrating text as claimed in claim 1 wherein said at least one text message comprises a facsimile message and wherein said text message receiving device comprises a facsimile machine interconnected to receive said text messsage over at least one telephone line.

5. A method of integrating text messaging to an outbound call campaign comprising the steps of:

including a text message destination identifier associated with a text message receiving device as at least one secondary customer contact identifier in a call record associated with a customer, said call record also including a primary customer contact identifier for establishing voice communications with said customer and at least one secondary contact telephone number, wherein said secondary contact telephone number comprises a voice contact telephone number and wherein said text message receiving device includes a mobile communications device having a short message display;

providing a call list including a plurality of said call records to a telephone call management system including a dialer;

storing at least one text message in text message memory in a text message processing system;

attempting to establish voice communications with at least one customer utilizing said primary customer contact identifier associated with said customer;

attempting to establish voice communications with said customer by dialing at a location remote from said customer said at least one secondary telephone contact number if voice communications cannot be established using said primary contact telephone number;

automatically establishing communications with said text message receiving device utilizing said text message destination identifier in direct response to failure to establish voice communications with said customer; and

transmitting at least one stored text message to said message receiving device.

6. A method of integrating text messaging to an outbound call campaign comprising the steps of:

including a text message destination identifier associated with a text message receiving device as at least one secondary customer contact identifier in a call record associated with a customer, said call record also including a primary customer contact identifier for establishing voice communications with said customer and at least one secondary contact telephone number, wherein said secondary contact telephone number comprises a voice contact telephone number;

providing a call list including a plurality of said call records to a telephone call management system including a dialer;

storing at least one text message in text message memory in a text message processing system;

attempting to establish voice communications with at least one customer utilizing said primary customer contact identifier associated with said customer;

attempting to establish voice communications with said customer by dialing at a location remote from said customer said at least one secondary telephone contact number if voice communications cannot be established using said primary contact telephone number;

automatically establishing communications with said text message receiving device utilizing said text message destination identifier in direct response to failure to establish voice communications with said customer; and

transmitting at least one stored text message to said message receiving device wherein said at least one text message comprises an electronic mail (e-mail) message and wherein said text message receiving device comprises a computer running an e-mail program, said computer interconnected to receive said text message over a computer network including at least one telephone line.

7. A method of integrating text messaging to an outbound call campaign comprising the steps of:

including a text message destination identifier associated with a text message receiving device as at least one secondary customer contact identifier in a call record associated with a customer, said call record also including a primary customer contact identifier for establishing voice communications with said customer and at least one secondary contact telephone number, wherein said secondary contact telephone number comprises a voice contact telephone number;

providing a call list including a plurality of said call records to a telephone call management system including a dialer;

storing at least one text message in text message memory in a text message processing system;

attempting to establish voice communications with at least one customer utilizing said primary customer contact identifier associated with said customer;

attempting to establish voice communications with said customer by dialing at a location remote from said customer said at least one secondary telephone contact number if voice communications cannot be established using said primary contact telephone number;

automatically establishing communications with said text message receiving device utilizing said text message destination identifier in direct response to failure to establish voice communications with said customer; and

transmitting at least one stored text message to said message receiving device wherein said at least one text message comprises a facsimile message and wherein said text message receiving device comprises a facsimile machine interconnected to receive said text messsage over at least one telephone line.