Systems and methods for managing inbound calls and outbound calls for a specific agent

• US 8,254,555 B1
• Filed: 04/30/2012
• Issued: 08/28/2012
• Est. Priority Date: 11/30/2005
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Noble, James K. Jr.
• Primary Examiner(s): Nguyen, Joseph J
• Application Number:
  US13/460,016
• Time in Patent Office: 120 Days
• Field of Search: 37926501-266098
• US Class Current: 379/265.01
• 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 3/523 with call distribution or queueing

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.

Claims

1. A method for managing inbound calls and outbound calls for a specific agent of a call center, the method comprising the steps of:

(a) determining whether the specific agent is available to handle an inbound call or an outbound call;

(b) detecting, by a telephony server, whether a received inbound call by the call center from a caller is available for the specific agent to handle; and

(c) after determining the specific agent is available and detecting there is no received inbound call available for the specific agent to handle;

(1) associating the specific agent, by the telephony server, with a plurality of outbound calls placed from the call center to a plurality of called parties;

(2) after detecting one of the plurality of outbound calls has been answered and the specific agent is still available, routing the one of the plurality of outbound calls to the specific agent to handle; and

(3) detecting, by the telephony server, a subsequent inbound call has been received by the call center from a further caller following the step of associating the specific agent with the plurality of outbound calls;

(4) after detecting the subsequent inbound call, determining whether the specific agent is available;

(5) routing the subsequent inbound call to the specific agent to handle if the specific agent is available;

(6) placing the subsequent inbound call in a queue associated with the specific agent if the specific agent is not available; and

(7) after routing the subsequent inbound call to the specific agent and while the specific agent is handling the subsequent inbound call;

(a) detecting, by the telephony server, a subsequent outbound call of the plurality of outbound calls that has been answered; and

(b) placing the subsequent outbound call in the queue associated with the specific agent if the specific agent is not available.

2. The method of claim 1 further comprising the step of placing the plurality of outbound calls to the plurality of called parties after the plurality of specific calls has been associated with the specific agent.

3. The method of claim 1 further comprising the step of, after determining the specific agent has handled the subsequent inbound call and is available, routing the subsequent outbound call placed in the queue to the specific agent to handle.

4. The method of claim 1 further comprising the step of playing a message to the called party of the subsequent outbound call placed in the queue to:

(1) continue holding for the specific agent to become available;

(2) leave a voicemail for the specific agent;

or (3) schedule a callback from the specific agent.

5. The method of claim 1 further comprising the steps of:

calculating an estimated hold time for the subsequent outbound call remaining in the queue; and

in response to determining the estimated hold time exceeds a predetermined length of time, providing the called party an option to receive a callback from the specific agent at a later time.

6. The method of claim 1 further comprising the steps of:

determining a number of inbound calls and outbound calls in the queue; and

in response to determining the number exceeds a predetermined number, providing the called party an option to receive a callback from the specific agent at a later time.

7. A tangible computer-readable storage medium comprising computer-executable instructions for managing inbound calls and outbound calls for a specific agent of a call center, the computer-executable instructions being configured, when executed by at least one computer processor, to:

(a) determine whether the specific agent is available to handle an inbound call or an outbound call;

(b) detect whether a received inbound call by the call center from a caller is available for the specific agent to handle; and

(c) after determining the specific agent is available and detecting there is no received inbound call for the specific agent to handle;

(1) associate the specific agent with a plurality of outbound calls placed from the call center to a plurality of called parties;

(2) after detecting one of the plurality of outbound calls has been answered and the specific agent is still available, route the one of the plurality of outbound calls to the specific agent to handle;

(3) detect a subsequent inbound call has been received by the call center from a further caller following associating the specific agent with the plurality of outbound calls;

(4) after detecting the subsequent inbound call, determine whether the specific agent is available;

(5) route the subsequent inbound call to the specific agent to handle if the specific agent is determined to be available;

(6) place the subsequent inbound call in a queue associated with the specific agent if the specific agent is determined not to be available; and

(7) after routing the subsequent inbound call to the specific agent and while the specific agent is handling the subsequent inbound call;

(a) detect a subsequent outbound call of the plurality of outbound calls that has been answered; and

(b) place the subsequent outbound call in the queue associated with the specific agent if the specific agent is determined not to be available.

8. The computer-readable storage medium of claim 7, wherein the computer-readable instructions are further configured to place the plurality of outbound calls to the plurality of called parties after the plurality of specific calls has been associated with the specific agent.

9. The computer-readable storage medium of claim 7, wherein the computer-readable instructions are further configured to route the subsequent outbound call placed in the queue to the specific agent to handle after determining the specific agent has handled the subsequent inbound call and is available.

10. The computer-readable storage medium of claim 7, wherein the computer-readable instructions are further configured to play a message to the called party of the subsequent outbound call placed in the queue to:

(1) continue holding for the specific agent to become available;

(2) leave a voicemail for the specific agent;

or (3) schedule a callback from the specific agent.

11. The computer-readable storage medium of claim 7, wherein the computer-readable instructions are further configured to:

calculate an estimated hold time for the subsequent outbound call remaining in the queue; and

in response to determining the estimated hold time exceeds a predetermined length of time, provide the called party an option to receive a callback from the specific agent at a later time.

12. The computer-readable storage medium of claim 7, wherein the computer-readable instructions are further configured to:

determine a number of inbound calls and outbound calls in the queue; and

in response to determining the number exceeds a predetermined number, provide the called party an option to receive a callback from the specific agent at a later time.

13. A system for managing a specific agent of a call center, the system comprising:

a telephony server configured to;

(a) determine whether the specific agent is available to handle an inbound call or an outbound call;

(b) detect whether a received inbound call by the call center from a caller is available for the specific agent to handle; and

(c) after determining the specific agent is available and detecting there is not the received inbound call for the specific agent to handle;

(1) associate the specific agent with a plurality of outbound calls placed from the call center to a plurality of called parties;

(2) after detecting one of the plurality of outbound calls has been answered and the specific agent is still available, instruct an automatic call distributor to route the one of the plurality of outbound calls to the specific agent to handle;

(3) detect a subsequent inbound call has been received by the call center from a further caller following associating the specific agent with the plurality of outbound calls;

(4) after detecting the subsequent inbound call, determine whether the specific agent is available;

(5) instruct the automatic call distributor to route the subsequent inbound call to the specific agent to handle if the specific agent is determined to be available;

(6) instruct the automatic call distributor to place the subsequent inbound call in a queue associated with the specific agent if the specific agent is determined not to be available; and

(7) after routing the subsequent inbound call to the specific agent and while the specific agent is handling the subsequent inbound call;

(a) detect a subsequent outbound call of the plurality of outbound calls that has been answered; and

(b) instruct the automatic call distributor to place the subsequent outbound call in the queue associated with the specific agent if the specific agent is determined not to be available.

14. The system of claim 13, wherein the telephony server is further configured to instruct a predictive dialer to place the plurality of outbound calls to the plurality of called parties after the plurality of specific calls has been associated with the specific agent.

15. The system of claim 13, wherein the telephony server is further configured to route the subsequent outbound call placed in the queue to the specific agent to handle after determining the specific agent has handled the subsequent inbound call and is available.

16. The system of claim 13, wherein the telephony server is further configured to play a message to the called party of the subsequent outbound call placed in the queue to:

(1) continue holding for the specific agent to become available;

(2) leave a voicemail for the specific agent;

or (3) schedule a callback from the specific agent.

17. The system of claim 13, wherein the telephony server is further configured to:

calculate an estimated hold time for the subsequent outbound call remaining in the queue; and

in response to determining the estimated hold time exceeds a predetermined length of time, provide the called party an option to receive a callback from the specific agent at a later time.

18. The system of claim 13, wherein the telephony server is further configured to:

determine a number of inbound calls and outbound calls in the queue; and

in response to determining the number exceeds a predetermined number, provide the called party an option to receive a callback from the specific agent at a later time.