Carrier-implemented call event data management

• US 8,503,647 B2
• Filed: 11/30/2007
• Issued: 08/06/2013
• 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:
  US11/998,576
• Publication Number:
  US 20090141876A1
• Time in Patent Office: 2,076 Days
• Field of Search: 37926502-2661, 379/265.01, 379/201.01, 379/201.02, 379/210.02
• US Class Current: 379/201.02
• 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 managing call event data for caller-to-agent-by-carrier calls comprising:

providing a customer information database with a plurality of customer data records wherein each customer data record comprises a plurality of caller facts, the plurality of caller facts comprising a caller identity and a customer phone number;

receiving a phone call from a caller at a destination phone number and generating a first telephonic connection with that caller;

playing a preselected audio recording to the caller over the first telephonic connection;

determining the caller phone number with a caller identification device;

selecting a customer data record from the customer information database corresponding to the caller phone number;

storing a call occurrence in the customer data record of the customer information database;

generating a second telephonic connection with an agent;

generating a computer network connection with the agent;

sending one or more of the caller facts to the agent via the computer network connection;

establishing voice communication between the caller and the agent, the voice communication having a call duration; and

populating the customer data record with additional caller facts wherein each of the additional caller facts corresponds to one or more call events that occurs during the call duration.

2. The method of claim 1 further comprising detecting a dual-tone multi-frequency (DTMF) activity of the caller before the step of generating a second telephonic connection to an agent;

and

wherein the step of detecting DTMF activity occurs before updating the customer data record of the customer information database with DTMF data representing the DTMF activity of the caller.

3. The method of claim 1 further comprising detecting a DTMF activity of the agent corresponding to a do-not-call (DNC) request;

and updating the customer data record of the customer information database with a do-not-call flag.

4. The method of claim 1 wherein the step of populating the customer data record with additional caller facts occurs substantially simultaneously with each of the one or more call events.

5. The method of claim 1 wherein the step of populating the customer data record with additional caller facts occurs after a disconnection of the first telephonic connection and wherein the step of storing the call occurrence occurs after the step of generating the second telephonic connection to the agent.

6. The method of claim 4 wherein the computer network connection is an Internet connection and wherein the one or more call events occur during the call duration.

7. The method of claim 1 further comprising before establishing voice communication between the caller and the agent, transmitting a source identification over the second telephonic connection to the agent wherein the source identification is an identifier that corresponds to the destination phone number.

8. The method of claim 1 wherein the call occurrence is a time-date stamp that corresponds to one of the following:

a commencement time of the voice communication, a termination time of the voice communication, or both a commencement time and a termination time of the telephonic connection.

9. The method of claim 1 wherein the step of sending one or more of the caller facts to the agent via a computer network connection occurs, at least in part, during the call duration.

10. The method of claim 1 further comprising displaying a live console interface on a computer display device to the agent that displays one or more of the caller facts to the agent.

11. The method of claim 10 further comprising updating the live console interface to reflect one or more of the additional caller facts that occur during the call duration.

12. The method of claim 1 further comprising receiving a DNC request via the computer network connection and updating the customer data record of the customer information database so as to identify the caller as a do-not-call caller or a DTMF activity of the agent.

13. The method of claim 5 wherein the plurality of caller facts comprises one or more of caller demographic information, caller identity information, the customer phone number, the destination phone number, caller frequency, a time-date stamp of one or more previous calls by the caller, or any combination thereof.

14. The method of claim 5 wherein the one or more call events comprises one or more of caller DTMF activity detected during the call duration, agent DTMF activity detected during the call duration, the initiation of a call to a particular destination phone number, the detection of agent identification, or any combination thereof.

15. The method of claim 1 further comprising recording the voice communication between the caller and the agent and storing the recorded voice communication in the customer data record of the customer information database.

16. The method of claim 15 wherein the step of recording commences upon detecting a particular DTMF activity of the agent.

17. The method of claim 1 further comprising translating the voice communication to a textual transcript and storing the textual transcript in the customer data record of the customer information database.

18. The method of claim 17 further comprising detecting an occurrence of one or more trigger words and storing the occurrence in the customer data record.

19. The method of claim 15 further comprising translating the voice communication from an audio speech to a textual transcript and storing the textual transcript in the customer data record of the customer information database.

20. The method of claim 1 wherein the first telephonic connection occurs over a public switched telephone network (PSTN).

21. The method of claim 20 wherein the second telephonic connection occurs over a Voice over Internet Protocol (VoIP) connection.

22. The method of claim 1 further comprising providing a routing database wherein the routing database comprises a plurality of routing agent phone numbers and wherein the step of generating the second telephonic connection with the agent comprises the steps of selecting a routing agent phone number from the routing database according to a set of selection criteria and establishing the second telephonic connection to the selected routing agent phone number.

23. The method of claim 22 wherein the step of selecting the routing agent phone number is accomplished according to criteria contained in the routing database that specify which routing number should be used under the criteria.

24. The method of claim 1 wherein the preselected audio recording varies according to the caller facts.

25. The method of claim 1, wherein the customer data record is populated by a carrier call server of the information handling system that is configured to populate the customer data record with the additional caller facts.

26. An information handling system for managing call event data for caller-to-agent-by-carrier calls comprising:

a carrier call server comprising a processor and a memory;

wherein the carrier call server is configured to be in communication with a plurality of telephonic connections and wherein the carrier call server is configured to receive telephonic connections from a plurality of callers;

wherein the carrier call server is configured with a customer information database with a plurality of customer data records wherein each customer data record comprises a plurality of caller facts, the plurality of caller facts comprising a caller identity and a customer phone number;

wherein the carrier call server is configured to receive a first telephonic connection;

wherein the carrier call server is configured to play a preselected audio recording to the caller over the first telephonic connection;

wherein the carrier call server is configured to determine the caller phone number with a caller identification capability;

wherein the carrier call server is configured to select a customer data record that has a customer phone number corresponding to the caller phone number from the customer information database;

wherein the carrier call server is configured to store a time-date stamp in the customer data record of the customer information database;

wherein the carrier call server is configured to establish a second telephonic connection to an agent;

wherein the carrier call server is configured to establish a computer network connection between the carrier and the agent;

wherein the carrier call server is configured to send one or more of the caller facts to the agent via the computer network connection;

wherein the carrier call server is configured to allow the first telephone connection to be in voice communication with the second telephonic connection so as to establish a telephonic connection between the caller and the agent, the telephonic connection having a call duration; and

wherein the carrier call server is configured to populate the customer data record with additional caller facts wherein each of the additional caller facts corresponds to one or more call events that occur during the call duration.