Systems and methods for managing call processing for a specific agent
First Claim
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1. A method for simultaneously managing connection of outbound calls associated with a specific agent and routing an inbound call associated with the specific agent comprising:
- associating, by a telephony server, the specific agent of a call center with a plurality of outbound calls to be placed from a predictive dialer to a plurality of called parties through a network prior to placing the plurality of outbound calls;
automatically placing the plurality of outbound calls;
receiving the inbound call at the call center from a caller;
associating, by the telephony server, the specific agent of the call center with the inbound call based at least in part on identifying information associated with the inbound call, wherein the specific agent is identified based at least in part on the identifying information;
routing the received inbound call to the specific agent;
playing a message offering another caller of one other call to leave a voicemail message;
playing the voicemail message from the another caller for the specific agent after the specific agent becomes available; and
placing a return call to the another caller that left the voicemail message as a placed outbound call associated with the specific agent after the specific agent has listened to the voicemail message.
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Abstract
Systems and methods for managing calls, both inbound and outbound, for available agents over a plurality of lines, where each call received or placed is pre-identified to be connected to one specific agent and upon the automatic detection of the call being received or answered, the call is either connected to the specific agent or placed in a queue for that specific agent.
69 Citations
16 Claims
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1. A method for simultaneously managing connection of outbound calls associated with a specific agent and routing an inbound call associated with the specific agent comprising:
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associating, by a telephony server, the specific agent of a call center with a plurality of outbound calls to be placed from a predictive dialer to a plurality of called parties through a network prior to placing the plurality of outbound calls; automatically placing the plurality of outbound calls; receiving the inbound call at the call center from a caller; associating, by the telephony server, the specific agent of the call center with the inbound call based at least in part on identifying information associated with the inbound call, wherein the specific agent is identified based at least in part on the identifying information; routing the received inbound call to the specific agent; playing a message offering another caller of one other call to leave a voicemail message; playing the voicemail message from the another caller for the specific agent after the specific agent becomes available; and placing a return call to the another caller that left the voicemail message as a placed outbound call associated with the specific agent after the specific agent has listened to the voicemail message. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A system for simultaneously managing outbound calls and inbound calls routed to a specific agent comprising:
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an automatic call distributor connected to a network, wherein the automatic call distributor associates inbound calls from the network with the specific agent from a plurality of agents in a call center, wherein the association of the inbound calls to the specific agent is based at least in part on call identifying information respectively associated with the inbound calls, and wherein the specific agent is identified based at least in part on the call identifying information; a predictive dialer connected to the network and the automatic call distributor, wherein the predictive dialer places a plurality of outbound calls to the network, wherein the plurality of outbound calls are associated with the specific agent before the plurality of outbound calls are placed, and wherein the specific agent is connected to one of the plurality of outbound calls placed from the predictive dialer when a connection of the one of the plurality of outbound calls with a called party is detected; and a telephony server in communication with the predictive dialer and the automatic call distributor, wherein the telephony server plays a message offering another caller of one other call to leave a voicemail message that is played for the specific agent after the specific agent becomes available and the predictive dialer places a return call to the another caller that left the voicemail message as a placed outbound call associated with the specific agent after the specific agent has listened to the voicemail message. - View Dependent Claims (15, 16)
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Specification