Carrier-implemented call event data management

• US 8,693,673 B2
• Filed: 01/09/2012
• Issued: 04/08/2014
• Est. Priority Date: 11/30/2007
• Status: Active Grant

• Current Assignee: Callbright Corp.
• Original Assignee: Callbright Corp.
• Inventors: Carter, David H., Brockman, Robert T., Aragon, Samir B.
• Primary Examiner(s): Nguyen, Khai N
• Application Number:
  US13/346,406
• Publication Number:
  US 20120106729A1
• Time in Patent Office: 820 Days
• Field of Search: 379/265.01, 379/265.02, 379/265.03, 379/265.04, 379/265.05, 379/265.06, 379/265.07, 379/265.08, 379/265.09, 379/265.1, 379/265.11, 379/265.12, 379/265.13, 379/265.14, 379/266.01, 379/266.02, 379/266.03, 379/266.04, 379/266.05, 379/266.06, 379/266.07, 379/266.08, 379/266.09, 379/266.1
• US Class Current: 379/265.09
• CPC Class Codes: H04M 15/58 based on statistics of usage or network monitoring
• CPC Class Codes: H04M 2215/0188 Network monitoring; statistics on usage on called/calling number
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

Methods and systems implemented in an information handling system are provided for managing call event data between agents and callers for calls completed through a carrier. Functionality provided by certain embodiments includes, but is not limited to, one or more of the following features: the ability to automatically update customer information databases according to call event data in real-time, dual-tone multi-frequency (DTMF) activity of the caller and/or agent, do-not-call (DNC) verification and updating, agent identification, lead source and content identification, the recording of calls, the automatic translation of voice communications to textual transcripts, key word detection, communication of customer demographic data to an agent before or during phone calls, audio file management, agent call tracking, and other functions and advantages as will be apparent with the benefit of this disclosure. Methods and systems are also included for data associated with managing broadcast campaigns.

Claims

1. A method implemented on an information handling system for associating audio files with a broadcast campaign comprising:

establishing a computer network connection between an agent and a carrier so as to permit the agent to view a first web page served by the carrier, the carrier being a third party to facilitate communications between the agent and a customer;

allowing the agent to indicate a request in the first web page to be called via a telephonic connection;

establishing the telephonic connection between the agent and the carrier;

recording a voice communication at the carrier occurring over the telephonic connection so as to produce an audio recording; and

allowing the agent to associate the audio recording with an action from a plurality of actions listed on a second web page served by the carrier to the agent wherein the plurality of actions are related to the broadcast campaign.

2. The method of claim 1 wherein the request comprises clicking on a click-to-call link.

3. The method of claim 1 wherein the second web page is substantially identical to the first web page.

4. The method of claim 1 wherein the action comprises playing the audio recording during a broadcast telephone campaign to a plurality of customers.