Outbound dialing decision criteria based

• US 7,023,980 B2
• Filed: 12/04/2002
• Issued: 04/04/2006
• Est. Priority Date: 12/04/2002
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Lenard, Rohan
• Primary Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US10/310,499
• Publication Number:
  US 20040109557A1
• Time in Patent Office: 1,217 Days
• Field of Search: 379196-198, 379/201.01, 379/201.02, 379/201.12, 379/210.02, 379/265.02, 379/265.04, 379/265.09, 379/266.07, 379/266.08
• US Class Current: 379/266.07
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/42093 Notifying the calling party of information on the called or connected party
• CPC Class Codes: H04M 3/42365 Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
• CPC Class Codes: H04M 3/42374 where the information is provided to a monitoring entity such as a potential calling party or a call processing server
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

A dialer for managing outgoing contacts is provided that includes a contact filtration agent 144 operable to retrieve presence information associated with a party to be contacted and determine, based on the presence information, whether or not to contact the party and, if so, when and where to contact the party.

Claims

1. A method for use in managing outgoing contacts in a contact center, comprising:

(a) receiving a query for a contact;

(b) retrieving a selected contact from a contact list, the contact list identifying a plurality of parties to be contacted and first contact information associated therewith;

(c) thereafter retrieving second contact information different from the first contact information and relating to a first a party associated with the selected contact, wherein the second contact information comprises contact preferences selected by the first party, the preferences including an acceptable time period to place a contact to the first party, a contact mode to be used for the contact to the first party, and identification of a communication device associated with the first party to which the contact may be placed; and

(d) determining, based on the second contact information and at least one of at and immediately before the placement of the contact, whether or not to contact the first party.

2. The method of claim 1, wherein the contact list has previously been scrubbed against a Do Not Call list, wherein the contact mode is at least one of electronic mail, instant message, live voice call, facsimile, chat, video call, multimedia multi-part message, and cross-media message, and wherein the first contact information comprises a party identifier and one or more of a contact number and address associated with each party.

3. The method of claim 2, wherein, for each of the plurality of parties in the contact list, steps (c) and (d) are performed after steps (a) and (b) are performed, and wherein the communication device is at least one of an IP hardphone, IP softphone, wired telephone, wireless telephone, Personal Digital Assistant or PDA, facsimile machine, Personal Computer or PC, laptop, and video phone.

4. The method of claim 3, wherein the contact preferences of the first party, include current contact availability of the first party, registration information associated with communication device of the first party, information regarding the current accessibility of the communication device, the communication device'"'"'s telephone number and/or address, the recency of use of the communication device by the first party, and recency of authentication by the first party to a network component.

5. The method of claim 4, further comprising after step (b):

requesting the presence information from a presence server.

6. The method of claim 4, wherein the presence information indicates that the first party does not wish to be contacted and further comprising:

removing the first party and associated contact information from the contact list.

7. The method of claim 1, further comprising:

determining whether there is an eligible contact in a to-be-contacted queue ready to be contacted.

8. The method of claim 7, wherein steps (c) and (d) are performed when there is no contact in the to-be-contacted queue that is ready to be contacted.

9. The method of claim 1, wherein in step (d):

when the first party is not to be contacted at the present time, performing at least one of the following steps;

removing the contact from a contact list; and

queuing the contact in a to-be-contacted queue to be contacted later and

when the first party is to be contacted at the present time, responding to the query with contact information corresponding to the first party.

10. The method of claim 1, further comprising:

receiving a message indicating that the first party is to be contacted later; and

queuing the first party and associated first contact information in a to-be-contacted list in an appropriate time slot.

11. The method of claim 1, further comprising:

(e) determining a country of residence of the first party;

(f) determining, from a lookup table, a set of rules respecting contacts in the country;

(g) determining, based on the set of rules, whether or not to contact the first party; and

(h) when the first party is to be contacted, configuring the contact in accordance with the set of rules.

12. A computer readable medium comprising executable instructions to perform the steps of claim 1.

13. A dialer, comprising:

a contact list, the contact list identifying a plurality of parties to be contacted and first contact information associated therewith; and

a contact filtration agent operable to retrieve presence information associated with a first party on the contact list and determine, based on the retrieved presence information, whether or not to contact the first party, wherein the presence information comprises a plurality of;

contact preferences of the first party, current contact availability of the first party, registration information associated with an identified endpoint device of the first party, information regarding the current accessibility of the endpoint device, the recency of use of the endpoint device by the first party, and recency of authentication by the first party to a network component, and wherein the first contact information is different from the presence information.

14. The dialer of claim 13, wherein the first contact information associated with each listed party, comprises one or more party identifiers and one or more of contact numbers and further addresses and comprising:

a contact processor operable to determine when a contact is to be made, query the contact filtration agent for a next contact, and initiate the next contact; and

a contact classifier operable to detect if a person has answered the contact.

15. The dialer of claim 13, wherein the agent is further operable to determine whether there is an eligible contact in a to-be-contacted queue.

16. The dialer of claim 13, wherein, for each of a plurality of parties in the contact list, the contact filtration agent is operable to retrieve, on a call-by-call basis, the presence information relating to the party to be contacted and determine, based on the presence information, whether or not to contact the party to be contacted.

17. The dialer of claim 13, wherein the contact preferences of the first party include at least one of an acceptable time period to place the contact, a contact mode to be used for the contact, and an identity of the endpoint device of the first party.

18. The dialer of claim 13, wherein the agent is further operable, when the first party is not to be contacted at the present time, to perform at least one of the following steps:

remove the contact from the contact list; and

queue the contact in a to-be-contacted queue to be contacted later.

19. The dialer of claim 18, wherein the agent is further operable to determine if there is a contact in a to-be-contacted queue that is ready to be contacted.

20. The dialer of claim 13, wherein the agent is further operable to remove the first party and associated contact information from the contact list, in response to a message from a presence server indicating that the first party is not to be contacted.

21. The dialer of claim 13, wherein the agent is further operable to queue the first party and associated contact information in a to-be-contacted list in an appropriate time slot, in response to a message indicating that the first party is to be contacted later.

22. The dialer of claim 13, wherein the contact filtration agent is further operable to determine a country of residence of the first party associated with the selected contact;

determine, from a lookup table, a set of rules respecting contacts in the country;

determine, based on the set of rules, whether or not to contact the first party; and

, when the first party is to be contacted, configure the contact in accordance with the set of rules.

23. A method, comprising:

(a) receiving a query for a contact;

(b) retrieving a contact from a contact list, the contact list identifying a plurality of parties to be contacted and first contact information associated therewith;

(c) determining a country of residence of a first party associated with the selected contact;

(d) determining a set of rules respecting contacts in the country;

(e) determining, based on the set of rules, whether or not to contact the first party;

(f) retrieving second contact information different from the first contact information and relating to the first party, wherein the second contact information comprises preferences selected by the first party, the preferences including a plurality of an acceptable time period to place the contact, a contact mode to be used for the contact, and a specific communication device associated with the first party to which the contact is to be placed;

(g) determining, based on the second contact information and at least one of at and/or immediately before the placement of the contact, whether or not to contact the party; and

(h) when the first party is to be contacted, configuring the contact in accordance with the set of rules and the second contact information.

24. The method of claim 23, wherein the first contact information comprises party identifiers and one or more of contact numbers and addresses, wherein the second contact information comprises presence information associated with the first party and wherein the presence information comprises a plurality of current contactability of the first party, registration information associated with the specific communication device, information regarding the accessibility of the specific communication device, the specific communication device'"'"'s telephone number or address, the recency of use of the specific communication device by the first party, and recency of authentication by the first party to a network component.

25. The method of claim 23, wherein the preferences include the specific communication device and wherein the specific communication device is at least one of an IP hardphone, IP softphone, wired telephone, wireless telephone, Personal Digital Assistant or PDA, facsimile machine, Personal Computer or PC, laptop, and video phone.

26. A method, comprising:

(a) receiving a query for a contact;

(b) selecting a contact from a contact list, the contact list identifying a plurality of parties to be contacted and first contact information associated therewith;

(c) retrieving presence information associated with a first party on the contact list;

(d) determining, based on the retrieved presence information, whether or not to contact the first party, wherein the presence information comprises a plurality of contact preferences of the first party, current contact availability of the first party, registration information associated with an endpoint device of the first party, information regarding the accessibility of the endpoint device, the endpoint'"'"'s telephone number and/or address, the recency of use of the endpoint device, and recency of authentication by the first party to a network component, and wherein the first contact information is different from the presence information;

(e) determining a country of residence of the first party;

(f) determining a set of rules respecting contacts in the country;

(g) determining, based on the set of rules, whether or not to contact the first party; and

(h) when the first party is to be contacted, configuring the contact in accordance with the set of rules and the presence information.

27. The method of claim 26, wherein the first contact information comprises party identifiers and one or more of contact numbers and addresses and wherein the preferences of the first party a plurality of an acceptable time period to place the contact, a contact mode to be used for the contact, and the number and/or address of the endpoint device.

28. The method of claim 26, wherein the preferences include the endpoint device and wherein the endpoint device is at least one of an IP hardphone, IP softphone, wired telephone, wireless telephone, Personal Digital Assistant or PDA, facsimile machine, Personal Computer or PC, laptop, and video phone.