Call record processing module for controlling call origination in voice and text-based dialer components in a contact center

• US 9,876,907 B1
• Filed: 01/19/2017
• Issued: 01/23/2018
• Est. Priority Date: 01/19/2016
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Lumsden, Mary-Tabitha, Koster, Karl H.
• Primary Examiner(s): Addy, Thjuan K
• Application Number:
  US15/410,408
• Time in Patent Office: 369 Days
• Field of Search: 37926607, 3792661, 37920101, 37920107, 37920702, 37920703, 37920712
• CPC Class Codes: H04M 2201/14 Delay circuits; Timers
• CPC Class Codes: H04M 2201/18 Comparators
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/42348 Location-based services which utilize the location information of a target
• CPC Class Codes: H04M 3/432 Arrangements for calling a subscriber at a specific time, e.g. morning call service
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

A call record processing module retrieves call records from a database associated with accounts to be dialed, either as voice calls or text calls, wherein the called party may have a plurality of postal addresses indicated in the call record. A most restrictive calling window for a dialer by the call record processing module the multiple postal addresses of the account, along with other information in the call record, such as the telephone number. This information is then used to either schedule a time for originating a call or determining whether the call can originate currently. In other embodiments, the determination of the calling window may be modified by other restrictions, such as do not call lists, prior call attempts, state regulations, etc. Once the plurality of potential states are known, various regulations can be consulted for determining whether or when to originate the call.

Claims

1. A system for originating a call to a called party, the system comprising:

a call record processing component located in a call origination time zone comprising a first computer processor configured to;

retrieve a call record from a database, the call record comprising a telephone number of the called party and a plurality of postal addresses associated with the called party;

determine a western-most location from the plurality of postal addresses and the telephone number;

determine a first offset time as a first time zone difference between a western-most time zone of the western-most location and the call origination time zone;

determine an eastern-most location from the plurality of postal addresses and the telephone number;

determine a second offset time as a second time zone difference between an eastern-most time zone of the eastern-most location and the call origination time zone;

ascertain a calling window defined by a starting time and a stopping time in the call origination time zone for originating the call to the called party using the first offset time to determine the starting time and the second offset time to determine the stopping time;

determine the call to the called party can be originated within the starting time and the stopping time of the calling window based on a current time in the call origination time zone; and

transmit a signal to originate the call to the called party to a call originator component, wherein;

the call originator component comprises a second computer processor configured to;

receive the signal from the call record processing component to originate the call to the called party, the signal indicating the telephone number, and

originate the call to the called party in response to receiving the signal.

2. The system of claim 1, wherein the call originator component is a text-based dialer and the call is a SMS text-based call.

3. The system of claim 1, wherein the call originator component is a voice-based telephone dialer and the call is a voice-based SIP call.

4. The system of claim 1, wherein the first computer processor is configured to determine the eastern-most location from the plurality of postal addresses and the telephone number involves determining a location identified by a NPA-NXX portion of the telephone number.

5. The system of claim 1, wherein the first computer processor is configured to ascertain the calling window using the first offset time to determine the starting time and the second offset time to determine the stopping time by:

adding the first offset time comprising a positive integer value to a default starting time, thereby producing the starting time of the calling window; and

adding the second offset time comprising a negative integer value to a default stopping time, thereby producing the stopping time of the calling window.

6. The system of claim 5, wherein the default starting time is 8:

00 a.m. and the default stopping time is 9;

00 p.m.

7. The system of claim 1, wherein the first computer processor is configured to ascertain the calling window for originating the call to the called party by using a regulation from a first state in the western-most location defining a first state specific calling window to determine the starting time.

8. A method for originating a call to a called party from a dialer in a dialer-located time zone, the method comprising:

retrieving a call record by a call record processing component from a database, the call record comprising a telephone number of the called party and a plurality of postal addresses associated with the called party;

determining a western-most location by the call record processing component from the plurality of postal addresses and the telephone number;

determining a first offset time by the call record processing component as a first time zone difference between a western-most time zone of the western-most location and the dialer-located time zone;

determining an eastern-most location by the call record processing component from the plurality of postal addresses and the telephone number;

determining a second offset time by the call record processing component as a second time zone difference between an eastern-most time zone of the eastern-most location and the dialer-located time zone;

ascertaining a calling window defined by a starting time and a stopping time in the dialer-located time zone for originating the call to the called party by the call record processing component using the first offset time to determine the starting time and the second offset time to determine the stopping time;

determining the call to the called party can be originated within the starting time and the stopping time of the calling window based on a current time in the dialer-located time zone; and

originating the call by to the called party by transmitting a call origination signal to the dialer to originate the call to the called party in response to determining the call to the called party can be originated within the starting time and the stopping time of the calling window.

9. The method of claim 8, further comprising:

determining a western-most located state by the call record processing component from the plurality of postal addresses and the telephone number;

determining a calling window regulation of the western-most located state;

determining the calling window regulation is applicable to the call to the called party; and

modifying the starting time by the call record processing component using the calling window regulation of the western-most located state.

10. The method of claim 8, wherein the call originated to the called party comprises a voice telephony call.

11. The method of claim 8, wherein the call originated to the called party comprises a text call.

12. The method of claim 8, wherein determining the western-most location by the call record processing component from the plurality of postal addresses and the telephone number involves determining the western-most location from the telephone number using a NPA-NXX of the telephone number.

13. The method of claim 8, wherein ascertaining the calling window for originating the call to the called party by the call record processing component comprises:

adding the first offset time comprising a positive integer value to a default starting time, thereby producing the starting time of the calling window; and

adding the second offset time comprising a negative integer value to a default stopping time, thereby producing the stopping time of the calling window.

14. The method of claim 13, wherein the default starting time is 8:

00 a.m. and the default stopping time is 9;

00 p.m.

15. A non-transitory computer readable medium storing instructions for operating a dialer located in a dialer-located time zone to originate originating a call to a called party that when executed by a computer processor cause the computer processor to:

retrieve a call record from a database, the call record comprising a telephone number of a called party and a plurality of postal addresses associated with the called party;

determine a western-most location from the plurality of postal addresses and the telephone number;

determine a first offset time as a first time zone difference between a western-most time zone of the western-most location and the dialer-located time zone;

determine an eastern-most location from the plurality of postal addresses and the telephone number;

determine a second offset time as a second time zone difference between an eastern-most time zone of the eastern-most location and the dialer-located time zone;

ascertain a calling window defined by a starting time and a stopping time in the dialer-located time zone for originating a call to the called party using the first offset time to determine the starting time and the second offset time to determine the stopping time;

determine the call to the called party can be originated within the starting time and the stopping time of the calling window based on a current time in the dialer-located time zone; and

cause the dialer originate the call to the called party by transmitting a call origination signal to the dialer to originate the call to the called party in response to determining the call to the called party can be originated within the starting time and the stopping time of the calling window.

16. The non-transitory computer readable medium of claim 15, wherein the dialer is a text-dialer and the call is a text-based call.

17. The non-transitory computer readable medium of claim 15, wherein the instructions when executed further cause the computer processor to:

determine a western-most located state from the plurality of postal addresses and the telephone number;

determine a calling window regulation of the western-most located state;

determine the calling window regulation is applicable to the call to the called party; and

modify the starting time of the calling window using the calling window regulation of the western-most located state.

18. The non-transitory computer readable medium of claim 15, wherein the instructions when executed further cause the computer processor to:

add the first offset time to a default starting time of 8;

00 a.m. to produce the starting time; and

subtract the second offset time from a default stopping time of 9;

00 p.m. to produce the stopping time.

19. The non-transitory computer readable medium of claim 18, wherein the instructions when executed further cause the computer processor to:

determine the eastern-most location is in a time zone east of the dialer-located time zone.

20. The non-transitory computer readable medium of claim 15, wherein the instructions when executed further cause the computer processor to:

determine a corresponding location of the telephone number by using a NPA-NXX portion of the telephone number to determine the corresponding location.