System and method of propagating exclusion records in a networked computer telephony integration system

• US 7,068,642 B1
• Filed: 09/17/1999
• Issued: 06/27/2006
• Est. Priority Date: 09/17/1999
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Concerto Software Incorporated (Alvaria Incorporated)
• Inventors: Khan, Saima
• Primary Examiner(s): Kizou, Hassan
• Assistant Examiner(s): PIZARRO, RICARDO M
• Application Number:
  US09/398,222
• Time in Patent Office: 2,475 Days
• Field of Search: 370/400, 370/401, 370/402, 370/259, 370/261, 370/263, 370/352, 370/353, 370/854, 370/355, 370/336, 370/351, 379/265.01, 379/265.02, 379/265.1, 379/266.09, 379/266.07, 379/266.1, 379/350, 379/355.01, 379/265.09, 379/266.08, 379/88.11, 379/265.05
• US Class Current: 370/352
• CPC Class Codes: H04L 45/00 Routing or path finding of packets in data switching networks routing or path finding in wireless networks H04W40/00
• CPC Class Codes: H04M 15/47 Fraud detection or prevention means
• CPC Class Codes: H04M 2215/0148 Fraud detection or prevention means

Abstract

A system and method of propagating exclusion records between a plurality of networked call centers is provided. Each call center includes a CTI system having a dynamic data record exclusion system. The system includes an exclusion record exporter and an exclusion record importer interfacing the dynamic data record exclusion system at each networked CTI system, which export and import exclusion records that are generated at one CTI system to the remaining networked CTI systems. The method begins by maintaining at least one exclusion table including at least one exclusion record in a first call center'"'"'s dynamic data record exclusion system. Then, the exclusion records, along with a list of the networked call centers to which the exclusion records should be sent, are sent to an exclusion record exporter, where they are saved in a transfer file. The exclusion record exporter then transfers each transfer file to a defined directory at an exclusion record importer at at least one other networked call center. Each exclusion record importer searches its defined directory and, if a new transfer file is identified, copies the exclusion records to an appropriate exclusion table in that call center'"'"'s dynamic data record exclusion system.

Claims

1. A method of propagating exclusion records between a plurality of distributed call centers, each said call center including a computer telephony integration (CTI) system having a dynamic data record exclusion system, said dynamic data record exclusion system having at least one exclusion table, said plurality of call centers linked over a computer network, said method comprising the steps of:

maintaining at least one exclusion table in said first call center'"'"'s dynamic data record exclusion system, said at least one exclusion table for holding at least one exclusion record;

sending said at least one exclusion table including said at least one exclusion record and a list of distributed call center CTI systems to which said at least one exclusion table should be exported to an exclusion record exporter;

saving said at least one exclusion table including at least one exclusion record to be exported in a transfer file;

transferring said transfer file to a defined directory at said at least one distributed call center CTI system;

searching, using an exclusion record importer, said defined directory to identify if at least one new file has been transferred to said defined directory; and

copying said at least one exclusion table including at least one exclusion record stored in an identified new transfer file to an appropriate exclusion table maintained in said distributed call center CTI system'"'"'s dynamic data record exclusion system.

2. A system for propagating exclusion records between a plurality of distributed call centers, each said call center including a computer telephony integration (CTI) system having a dynamic data record exclusion system, said dynamic data record exclusion system having at least one exclusion table, said plurality of call centers linked over a computer network, said system comprising:

said call center'"'"'s dynamic data record exclusion system for maintaining at least one exclusion table holding at least one exclusion record;

an exclusion record exporter for saving said at least one exclusion table including at least one exclusion record to be exported in a transfer file and for sending said at least one exclusion table including said at least one exclusion record and a list of distributed call center CTI systems to which said at least one exclusion table should be exported;

an exclusion record importer for receiving said transfer file, saving said transfer file to a defined directory at said at least one distributed call center CTI system, and searching said defined directory to identify if at least one new file that has been transferred to said defined directory; and

copying said at least one exclusion table including at least one exclusion record stored in an identified new transfer file to an appropriate exclusion table maintained in said distributed call center CTI system'"'"'s dynamic data record exclusion system.

3. The system of claim 2, wherein said exclusion record exporter includes a transfer file for receiving and storing at least one exclusion table including at least one exclusion record from said dynamic data record exclusion system.

4. The system of claim 3, wherein said exclusion record exporter further includes a file transfer engine for transferring said transfer file to at least one distributed call center CTI system.

5. The system of claim 4, wherein said file transfer engine comprises a file transfer script.

6. The system of claim 5, wherein said computer network comprises a global computer network (Internet) and said file transfer script comprises a file transfer protocol (FTP) script.

7. The system of claim 4, wherein said exclusion record importer includes a defined directory for receiving at least one transfer file transferred to said exclusion record importer from at least one exclusion record exporter of another dynamic data record exclusion system.

8. The system of claim 7, wherein said exclusion record importer further comprises an import engine for searching said defined directory to identify if said defined directory includes at least one new transfer file.

9. The system of claim 5, wherein said file transfer engine further comprises an export temporary table, a control table, a call center list table, a main script, and an export script.

10. The system of claim 8, wherein said import engine comprises a search script, an import script, and an import temporary table.

11. The system of claim 9, wherein said call center list table comprises an address field for holding an address of a call center to which at least one exclusion record should be sent and a date/time field for holding a date and time that a last exclusion table was sent.

12. The system of claim 9, wherein said control table comprises:

a name field for holding a name of an exclusion table that should be exported to said plurality of distributed call centers;

a record number field for holding a record number for a last exclusion record that was exported to said plurality of distributed call centers; and

a date/time field for holding a date and time for that said last exclusion record that was exported to said plurality of networked CTI systems.

13. The system of claim 9, wherein said export temporary table comprises:

a record number field for holding at least one record number for an exclusion record to be exported received from said exclusion table;

a date/time field for holding a date and time that said at least one exclusion record was added to said exclusion table; and

an exclusion data field for holding exclusion date for each exclusion record received from said exclusion table.

14. The system of claim 13, wherein said import temporary table comprises:

a record number field for holding at least one record number for an exclusion record to be imported from at least one of said plurality of networked call centers;

a date/time field for holding a date and time that said at least one exclusion record was added to said exclusion table; and

an exclusion data field for holding exclusion date for each imported exclusion record.