Calling party number selection for call center calls

• US 8,280,022 B1
• Filed: 04/30/2012
• Issued: 10/02/2012
• Est. Priority Date: 04/30/2012
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Trinidad, Juderic, Abbott, Theodore Ray II, Fields, Ruby Amastha
• Primary Examiner(s): Nguyen, Joseph J
• Application Number:
  US13/459,769
• Time in Patent Office: 155 Days
• Field of Search: 37920101-20103, 379/220.01, 379/221.01, 379/142.06, 379/265.01
• US Class Current: 379/201.01
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

A call center maintains various pools of telephone numbers, where each telephone number pool comprises a plurality of telephone numbers in a geographic area. A call originating to a called number uses a calling telephone number that is selected from one of a plurality of telephone number pools based on the area designated by the called number. An index value is used to select the telephone number from the selected telephone number pool. The selected telephone number is used to as a calling telephone number when originating a call to the called party.

Claims

1. A system for selecting a calling party number for an outgoing call at a call center comprising:

a memory storing

a list comprising one or more called party telephone numbers, each comprising a NPA-NXX,

a first data structure configured to associate each NPA-NXX to one of a plurality of areas,

a second data structure configured to associate each of the one of the plurality of areas to a corresponding pool of telephone numbers from among a plurality of pools of local telephone numbers,

an index value, wherein the index value has a maximum value equal to a number of the telephone numbers in a specific pool and the index value is periodically incremented, decremented, or randomly determined; and

a processor configured to

receive a replacement data structure comprising replacement local telephone numbers to replace the local telephone numbers in the specific pool of local telephone numbers from among the plurality of pools;

retrieve a called party telephone number from the list of one or more called party telephone numbers,

use the NPA-NXX of the called party telephone number and the first data structure to determine a designated area associated with the called party telephone number from among the plurality of areas,

use the designated area and the second data structure to determine the specific pool of replacement local telephone numbers, the specific pool of replacement local telephone numbers associated with the designated area,

use the index value and the specific pool of replacement local telephone numbers to determine the calling party number for the outgoing call, and

generate the outgoing call using the calling party number.

2. The system of claim 1, wherein the processor is configured to increment the index value.

3. The system of claim 2, wherein the processor is configured to reset the index value to one after the index value reaches the maximum value.

4. A computer implemented method for selecting an ANI to use in an outbound call for a calling campaign from a call center, the method comprising:

receiving a data structure at the call center comprising a plurality of area designations wherein each area designation is associated with a corresponding pool of a plurality of local telephone numbers;

receiving a replacement data structure within a year from receiving the data structure;

retrieving a called party telephone number from a list of one or more telephone numbers;

determining an area code of the called party telephone number;

using the area code of the called party telephone number to ascertain an area designation;

using the area designation to identify a particular pool of local telephone numbers accessible by the call center from a plurality of pools of local telephone numbers, wherein the local telephone numbers in the particular pool have been replaced using the replacement data structure;

retrieving an index value stored in memory associated with the calling campaign, wherein the index value has a maximum value equal to a number of the local telephone numbers in the particular pool and the index value is periodically incremented, decremented, or randomly determined;

using the index value for selecting one of the local telephone numbers from the particular pool of local telephone numbers as the ANI; and

originating the outbound call to a called party using the ANI.

5. The computer implemented method of claim 4, wherein the index value is incremented periodically.

6. The computer implemented method of claim 4, wherein the index value is incremented after the outbound call is originated with the ANI.

7. The computer implemented method of claim 4, wherein the index value is randomly determined.

8. The computer implemented method of claim 4, wherein the call center maintains the plurality of pools of local telephone numbers, where each one of the pools is allocated to an enterprise for which the call center originates calls.

9. A non-transitory computer readable storage medium having executable instructions stored thereon which when executed by a processor cause the processor to:

receive a first data structure comprising a plurality of area designations wherein each area designation is associated with a corresponding pool of a plurality of local telephone numbers;

receive a replacement data structure after receiving the first data structure, the replacement data structure comprising replacement local telephone numbers;

retrieve a called party telephone number from a list of one or more telephone numbers stored in a data store wherein the list of one or more telephone numbers is associated with a calling campaign;

determine an area code of the called party telephone number;

use the area code of the called party telephone number to ascertain an area designation by retrieving a second data structure associating area designations with area codes;

use the area designation to identify a particular pool of local telephone numbers stored in a memory, wherein the local telephone numbers in the particular pool have been replaced with the replacement local telephone numbers;

retrieve an index value stored in a memory associated with the calling campaign, wherein the index value has a maximum value equal to a number of the local telephone numbers in the particular pool and the index value is periodically incremented, decremented, or randomly determined;

use the index value for selecting one of the local telephone numbers from the particular pool of local telephone numbers as an ANI; and

originate a call to a called party using the ANI wherein the call is associated with the calling campaign.

10. The non-transitory computer readable storage medium of claim 9, wherein the index value is determined using a random number generator.

11. The non-transitory computer readable storage medium of claim 9, wherein the index value is incremented periodically.

12. The non-transitory computer readable storage medium of claim 9, wherein the index value is incremented after the call is originated.

13. The non-transitory computer readable storage medium of claim 9, wherein a call center maintains a plurality of pools of local telephone numbers, where each one of the pools is allocated to an enterprise for which the call center originates calls.