Automated right-party contact telephone system

• US 6,980,640 B2
• Filed: 07/17/2003
• Issued: 12/27/2005
• Est. Priority Date: 12/19/1997
• Status: Expired due to Fees

• Current Assignee: Universal Recovery Systems Incorporated
• Original Assignee: Blake Rice
• Inventors: Rice, Blake
• Primary Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US10/622,260
• Publication Number:
  US 20040017909A1
• Time in Patent Office: 894 Days
• Field of Search: 379/266.07, 379/265.02, 379/265.11, 379/309, 379/209.01, 379/210.01, 379/211.02, 379/214.01, 379/219
• 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 and 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. The first and second-level call-handling station may be at locations separate from each other.

Claims

1. 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;

a first and a second hunt group in electrical communication with the dialer and arranged to route the outbound telephone call placed by the dialer;

a first and second call-handling station, the first call-handling station being in electrical connection with the first hunt group and being in one hierarchical level, the second call-handling station being in electrical connection with the second hunt group and being in another hierarchical level, wherein at least one of the first or second call-handling stations is located at a site remote from the dialer; and

wherein an operator staffing the first call-handling station in the first hunt group 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 call-handling stations according to claim 1, wherein the dialer, a database, and the first and second hunt groups are a unitary unit.

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

4. A system for routing telephone calls between call-handling stations according to claim 1, wherein the dialer and the first and second hunt groups may be remotely located from the first and second call-handling station.

5. A system for routing telephone calls between call-handling stations according to claim 4, wherein the remote location is connected via a media.

6. A system for routing telephone calls between call-handling stations according to claim 1, further comprising a server, a router and a multiplexor for providing voice and data transfer.

7. A method for routing telephone calls between hunt groups, the method comprising:

routing outbound call information to a first hunt group;

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

automatically routing the outbound call information to a second hunt group when the right-party contact is available.

8. A method for routing telephone calls between hunt groups according to claim 7, wherein the telephone call is automatically routed to both the first and second hunt groups.

9. A method for routing telephone calls between hunt groups according to claim 8, wherein the routing to both the first and second hunt groups further comprises the second hunt group routing the call information upon receiving a call routing signal.

10. A method for routing telephone calls between hunt groups according to claim 8, wherein the routing further comprises differentiating between the first and second hunt group locations.

11. A method for routing telephone calls between hunt groups according to claim 10, wherein the different locations are connected via a media.