System and method for common account based routing of contact records

• US RE44,979 E1
• Filed: 11/05/2012
• Issued: 07/01/2014
• Est. Priority Date: 07/09/2001
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Duncan, Daniel N., Rodenbusch, Richard Jr.
• Primary Examiner(s): Matar, Ahmad
• Assistant Examiner(s): Intavong, Jirapon
• Application Number:
  US13/668,380
• Time in Patent Office: 603 Days
• Field of Search: 379/265.09, 379/266.07
• US Class Current: 379/266.07
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

A method and system is provided for common account based distribution of contact records. A comparison engine analyzes call record accounts to identify and tag related call records, such as call record accounts related to the same individual. A common account tag detector detects related accounts and communicates with a common account controller of a distribution module that distributes contact attempts in pools and queues. The common account controller locates related accounts, such as by searching for accounts having the same tag, to prevent additional contact attempts to the individual associated with the related accounts. The related accounts are forwarded to the operator who made the successful contact to coordinate resolution of the related accounts along with the account that originated the contact attempt.

Claims

1. A system for coordinating distribution of distributing contact records between plural contact devices to a contact device, each the contact device operable to establish contacts using the contact records and having plural associated contact agents to interact with the contacts, the system comprising:

a distribution module operable to interface with each the contact device and to distribute the contact records to the contact devices device;

a comparison engine operable to identify one or more sets of contact records, the contact records of each set related by one or more factors; and

a common account controller associated with the distribution module and operable to route each of the one or more sets at least one of the one or more sets of contact records identified as related to common contact devices so that each set routes to one the contact device,

wherein the at least one of the one or more sets of contact records identified as related comprises a first contact record and a second contact record, and the contact device is operable to not establish a contact based on the second contact record in light of the second contact record being related to the first contact record.

2. The system of claim 1 wherein the comparison engine is further operable to tag the contact records identified as related, the system further comprising a common account tag detector associated with each the contact device and operable to detect tagged contact records and to communicate to the common account controller call contact attempt results for the tagged contact records.

3. The system of claim 2 wherein the contact devices comprise device comprises an outbound telephone calling devices device.

4. The system of claim 3 wherein the comparison engine identifies related the one or more sets of contact records identified as related by comparing contact record outbound telephone contact numbers.

5. The system of claim 1 wherein the comparison engine identifies related the one or more sets of contact records identified as related by comparing contact record social security account numbers.

6. The system of claim 1 further comprising plural distribution modules, each distribution module associated with one or more predetermined contact devices and having a common account controller, the common account controllers coordinating transfer of related the one or more sets of contact records identified as related to common contact devices.

7. A method for coordinating distribution of contact records between plural contact devices to a contact device, each wherein the contact device is operable to simultaneously establish plural contacts for plural associated agents, the method comprising:

comparing one or more predetermined factors of the contact records to identify one or more sets of related contact records;

distributing the at least one of the one or more sets of related contact records to plural contact devices, each set of related contact records distributed to a common contact device the contact device;

establishing a contact with based on a contact record at a the contact device;

determining that the established contact record has related contact records; and

presenting the related contact records of the contact record to the an agent at associated with the contact device having the established contact.

8. The method of claim 7 wherein comparing the one or more predetermined factors comprises comparing the an individual name associated with each contact record.

9. The method of claim 7 wherein comparing the one or more predetermined factors comprises comparing the a social security account number associated with each contact record.

10. The method of claim 7 wherein comparing the one or more predetermined factors comprises comparing the contact information associated with each contact record.

11. The method of claim 7 wherein establishing a the contact further comprises dialing an outbound telephone number.

12. The method of claim 7 wherein distributing the at least one of the one or more sets of related contact records further comprises:

interfacing the contact devices device with a distribution module;

and

distributing the at least one of the one or more sets of related contact records to the contact devices through device using the distribution module.

13. The method of claim 7 wherein establishing a the contact further comprises establishing a voice connection through a using VoIP.

14. A system for coordinating communication between plural contact devices using contact records stored in memory, each of the contact devices operable to establish contacts and having plural associated contact agents to interact with the established contacts, the system comprising:

a comparison engine operable to identify two or more contact records stored in the memory as related to a common account by one or more factors, the comparison engine further operable to tag the contact records related to the common account prior to attempting contact to the common account;

a distribution module operable to interface with one of the contact devices and to distribute a pool of contact records from the memory to the contact device;

a common account controller operable to prevent outbound contact attempts based on the contact records tagged as related to the common account after an initial contact attempt to the common account by the contact device; and

a common account tag detector associated with the contact device operable to communicate information on the initial contact attempt related to the common account to the common account controller.

15. The system of claim 15 wherein the plural contact devices comprise an outbound dialer and an email server.

16. A system for distributing contact records to a contact device operable to establish contacts using the contact records and having plural associated contact agents to interact with the contacts, the system comprising:

at least one computer processor configured to;

interface with the contact device and to distribute the contact records to the contact device;

identify one or more sets of contact records, the contact records for each set related by one or more factors; and

route at least one of the one or more sets of contact records identified as related to the contact device,

wherein the at least one of the one or more sets of contact records identified as related comprises a first contact record and a second contact record, and the contact device does not establish a contact based on the second contact record in light of the second contact record being related to the first contact record.

17. The system of claim 16 wherein the contact device comprises an outbound telephone calling device.

18. The system of claim 16 wherein the at least one computer processor is configured to identify the one or more sets of contact records identified as related by comparing contact record outbound telephone contact numbers.

19. The system of claim 16 wherein the at least one computer processor is configured to identify the one or more sets of contact records identified as related by comparing contact record social security account numbers.