Providing compliance enforcement for manually dialed wireless numbers in a contact center
View Patent ↗Systems and methods are disclosed for originating a call to a wireless number by a contact center while enforcing various compliance requirements. In one embodiment, a compliance server and a PBX cooperate to originate the call to the wireless number. The agent logs into the compliance server and the compliance server provides the agent with a wireless number to dial. The agent manually enters the wireless number using a phone connected to the PBX. The PBX queries the compliance server regarding establishing the wireless call. Upon authorization, the PBX establishes a first call leg to the compliance server, and a second call leg to the called party that is joined with the call leg to the agent's phone. Upon completion of the call, the agent dispositions the call to the compliance server, which then releases the first call leg. In response, the PBX then releases the second call leg.
1. A system for ensuring compliance adherence for a call to be placed to a called party from a contact center using a wireless telephone number, the system comprising:
a compliance server configured to:
determine whether the call to be placed to the called party is compliant with respect to at least one compliance requirement; and
in response to the determining the call to be placed to the called party is compliant:
inform an agent of the contact center of the wireless telephone number so that the agent can originate the call to be placed to the called party using the wireless telephone number; and
in response to receiving an indication that the agent has originated the call to be placed to the called party:
establish a first call leg between the compliance server and a phone being used by the agent; and
establish a second call leg between the compliance server and a private branch exchange, wherein, upon receiving the wireless telephone number, the private branch exchange establishes a third call leg between the private branch exchange and a wireless device associated with the called party using the wireless telephone number, and the third call leg, the second call leg, and the first call leg are connected to form a three-way conference call between the phone being used by the agent, the compliance server, and the wireless device associated with the called party.
2. The system of claim 1 , wherein the compliance server is configured to establish the agent has logged in prior to informing the agent of the wireless telephone number.
3. The system of claim 1 , wherein the indication that the agent has originated the call comprises the agent manually dialing digits on the phone being used by the agent corresponding to the wireless telephone number.
4. The system of claim 3 , wherein the compliance server is configured to determine the digits dialed by the agent correspond to the wireless telephone number prior to establishing the first call leg.
5. The system of claim 1 , wherein the indication that the agent has originated the call comprises the agent selecting the wireless telephone number on a display being used by the agent.
6. The system of claim 1 , wherein the compliance server is configured to establish a voice path between the compliance server and a recording system upon receiving the indication so that the call can be recorded by the recording system.
7. A method for ensuring compliance adherence for a call to be placed to a called party from a contact center using a wireless telephone number, the method comprising the steps of:
determining by a compliance server whether the call to be placed to the called party is compliant with respect to at least one compliance requirement; and
in response to the determining the call to be placed to the called party is compliant:
informing an agent of the contact center by the compliance server of the wireless telephone number so that the agent can originate the call to be placed to the called party using the wireless telephone number; and
in response to receiving an indication that the agent has originated the call to be placed to the called party:
establishing a first call leg between the compliance server and a phone being used by the agent;
establishing a second call leg between the compliance server and a private branch exchange;
establishing a third call leg between the private branch exchange and a wireless device associated with the called party using the wireless telephone number; and
connecting the third call leg, the second call leg, and the first call leg to form a three-way conference call between the phone being used by the agent, the compliance server, and the wireless device associated with the called party.
8. The method of claim 7 further comprising the step of establishing the agent has logged in prior to informing the agent of the wireless telephone number.
9. The method of claim 7 , wherein the indication that the agent has originated the call comprises the agent manually dialing digits on the phone being used by the agent corresponding to the wireless telephone number.
10. The method of claim 9 further comprising the step of determining by the compliance server the digits dialed by the agent correspond to the wireless telephone number prior to establishing the first call leg.
11. The method of claim 7 , wherein the indication that the agent has originated the call comprises the agent selecting the wireless telephone number on a display being used by the agent.
12. The method of claim 7 further comprising the step of establishing a voice path between the compliance server and a recording system upon receiving the indication so that the call can be recorded by the recording system.
13. A non-transitory computer-readable medium comprising computer-readable instructions for ensuring compliance adherence for a call to be placed to a called party from a contact center using a wireless telephone number, the computer-readable instructions configured to, when executed by at least one computer processor residing on a compliance server, cause the at least one computer processor to:
determine whether the call to be placed to the called party is compliant with respect to at least one compliance requirement; and
in response to the determining the call to be placed to the called party is compliant:
inform an agent of the contact center of the wireless telephone number so that the agent can originate the call to be placed to the called party using the wireless telephone number; and
in response to receiving an indication that the agent has originated the call to be placed to the called party:
establish a first call leg between the compliance server and a phone being used by the agent; and
establish a second call leg between the compliance server and a private branch exchange, wherein, upon receiving the wireless telephone number, the private branch exchange establishes a third call leg between the private branch exchange and a wireless device associated with the called party using the wireless telephone number, and the third call leg, the second call leg, and the first call leg are connected to form a three-way conference call between the phone being used by the agent, the compliance server, and the wireless device associated with the called party.
14. The non-transitory computer-readable medium of claim 13 , wherein the computer-readable instructions, when executed, are configured to cause the at least one computer processor to establish the agent has logged in prior to informing the agent of the wireless telephone number.
15. The non-transitory computer-readable medium of claim 13 , wherein the indication that the agent has originated the call comprises the agent manually dialing digits on the phone being used by the agent corresponding to the wireless telephone number.
16. The non-transitory computer-readable medium of claim 15 , wherein the computer-readable instructions, when executed, are configured to cause the at least one computer processor to determine the digits dialed by the agent correspond to the wireless telephone number prior to establishing the first call leg.
17. The non-transitory computer-readable medium of claim 13 , wherein the indication that the agent has originated the call comprises the agent selecting the wireless telephone number on a display being used by the agent.
18. The non-transitory computer-readable medium of claim 13 , wherein the computer-readable instructions, when executed, are configured to cause the at least one computer processor to establish a voice path between the compliance server and a recording system upon receiving the indication so that the call can be recorded by the recording system.
19. A method for ensuring compliance adherence for a call to be placed to a called party from a contact center using a wireless telephone number, the method comprising the steps of:
determining whether the call to be placed to the called party is compliant with respect to at least one compliance requirement; and
in response to the determining the call to be placed to the called party is compliant:
informing an agent of the contact center of the wireless telephone number so that the agent can originate the call to be placed to the called party using the wireless telephone number; and
in response to receiving an indication that the agent has originated the call to be placed to the called party:
establishing a first call leg between the compliance server and a private branch exchange;
establishing a second call leg between the private branch exchange and a phone being used by the agent;
establishing a third call leg between the private branch exchange and a wireless device associated with the called party using the wireless telephone number; and
connecting the third call leg, the second call leg, and the first call leg to form a three-way conference call between the phone being used by the agent, the compliance server, and the wireless device associated with the called party.
20. The method of claim 19 , wherein the first call leg comprises a one-way voice path from the private branch exchange to the compliance server.
21. The method of claim 19 , wherein the indication that the agent has originated the call comprises the agent selecting the wireless telephone number on a display being used by the agent.
22. The method of claim 19 further comprising the step of establishing a voice path between the compliance server and a recording system upon receiving the indication so that the call can be recorded by the recording system.
23. A non-transitory computer-readable medium comprising computer-readable instructions for ensuring compliance adherence for a call to be placed to a called party from a contact center using a wireless telephone number, the computer-readable instructions configured to, when executed by at least one computer processor residing on a compliance server, cause the at least one computer processor to:
determine whether the call to be placed to the called party is compliant with respect to at least one compliance requirement; and
in response to the determining the call to be placed to the called party is compliant:
inform an agent of the contact center of the wireless telephone number so that the agent can control originating the call to be placed to the called party using the wireless telephone number; and
in response to receiving an indication from that the agent originated the call to be placed to the called party:
establish a first call leg between the compliance server and a private branch exchange; and
establish a second call leg between the private branch exchange and a phone being used by the agent, wherein, upon receiving the wireless telephone number, the private branch exchange establishes a third call leg between the private branch exchange and a wireless device associated with the called party using the wireless telephone number, and the third call leg, the second call leg, and the first call leg are connected to form a three-way conference call between the phone being used by the agent, the compliance server, and the wireless device associated with the called party.
24. The non-transitory computer-readable medium of claim 23 , wherein the first call leg comprises a one-way voice path from the private branch exchange to the compliance server.
25. The non-transitory computer-readable medium of claim 23 , wherein the indication that the agent has originated the call comprises the agent selecting the wireless telephone on a display being used by the agent.
26. The non-transitory computer-readable medium of claim 23 , wherein the computer-readable instructions, when executed, are configured to establish a voice path between the compliance server and a recording system upon receiving the indication so that the call can be recorded by the recording system.