Granted Patent B2

US 8,989,814 · App. 13/958,011 · Granted Mar 24, 2015

Inventors: Chad Hitchcock (Johns Creek, GA); Ellwood I. Neuer, III (Newnan, GA)

Assignee: Noble Systems Corporation

H04W4/16H04M1/00

Abstract

Claims (75)

1. A system for originating a call in a contact center to a wireless number, comprising:

a compliance server configured to process a list of telephone numbers comprising the wireless number,

wherein the compliance server is configured to enforce one or more compliance requirements of calls originated by the contact center using the list of telephone numbers, and

wherein the compliance server is configured to receive an incoming call as a first call leg associated with a conference call associated with the wireless number; and

a private branch exchange (“PBX”) configured to process the call to the wireless number,

wherein the call is originated under control of an agent in the contact center using a phone in communication with the PBX,

wherein the PBX is configured to receive information representing the wireless number provided by the agent,

wherein the PBX is configured to send a query to the compliance server after receiving the information representing the wireless number,

wherein the PBX is configured to receive a response to the query, the response indicating authorization to the PBX to originate a second call leg as the call to the wireless number,

wherein the compliance server is further configured to start a timer in expectation of receiving the first call leg associated with the conference call, and

wherein the PBX is further configured to establish the conference call after receiving the response to the query by using the first call leg to the compliance server and the second call leg to a mobile device associated with the wireless number.

2. The system of claim 1 , wherein the compliance server is configured to record audio data associated with the first call leg using a third call leg of the conference call.

3. The system of claim 2 , wherein the compliance server is configured to analyze call progress tones associated with the second call leg.

4. The system of claim 1 , wherein the compliance server is configured to provide the wireless number to a computer for displaying the wireless number to the agent.

5. The system of claim 4 , wherein the information representing the wireless number is conveyed by one or more session initiated protocol (“SIP”) messages.

6. The system of claim 5 , wherein the compliance server is configured to receive a disposition code from the computer associated with the agent and in response release the first call leg to the PBX.

7. The system of claim 1 , wherein the information representing the wireless number is provided by the agent manually dialing digits on the phone.

8. The system of claim 1 further comprising:

a recording component configured to record audio data associated with the second call leg.

9. A method for originating a call in a contact center to a wireless number comprising:

logging into a compliance server by an agent using a computer located at a position of the agent, wherein the compliance server is configured to enforce at least one compliance requirement applicable to originating the call to the wireless number;

transmitting the wireless number from the compliance server to the computer;

presenting to the agent on the computer the wireless number;

receiving dialed digits at a private branch exchange (“PBX”) corresponding to the wireless number wherein the dialed digits originate from a phone located at the position of the agent;

establishing an audio path between the PBX to the phone, the audio path comprising a first call leg;

communicating a query comprising the wireless number from the PBX to the compliance server after receipt of the dialed digits at the PBX, the query requesting authorization to originate the call to the wireless number;

enforcing the at least one compliance requirement with respect to the wireless number by the compliance server;

receiving a response to the query at the PBX from the compliance server, wherein the response authorizes the PBX to originate the call to the wireless number;

starting a timer in the compliance server in expectation of receiving a second call leg from the PBX; and

originating the call to the wireless number by the PBX in response to receiving the response to the query reflecting the wireless number being compliant with respect to the at least one compliance requirement, the call further connected to the first call leg and the second call leg.

10. The method of claim 9 , wherein the at least one compliance requirement pertains to determining whether the call originating to the wireless number is within a calling window.

11. The method of claim 9 , further comprising the steps of:

receiving a disposition code at the compliance server sent from the computer; and

releasing the second call leg from the compliance server to the PBX in response to receiving the disposition code.

12. The method of claim 9 , further comprising the step of:

transmitting a message from the compliance server to the PBX activating a trigger in the PBX associated with the phone of the agent, wherein the message is sent by the compliance server in response to the agent logging on to the compliance server.

13. The method of claim 9 , wherein the call to the wireless number is associated with a conference call, and further comprising the step of:

establishing a third call leg of the conference call from the PBX to a recording component.

14. A computer readable non-transitory storage medium containing instructions that when executed by a processor in a compliance server cause the processor to:

process a log-in from an agent;

determine a dialing list for a campaign associated with the agent;

provide to a computer used by the agent a wireless number from the dialing list;

receive a query initiated from a private branch exchange (“PBX”) requesting authorization to dial the wireless number;

after receiving the query, determine that at least one compliance regulation has been met with respect to originating a call to the wireless number;

start a timer in expectation of receiving an incoming call from the PBX;

provide a response to the PBX after determining the at least one compliance regulation has been met authorizing the PBX to originate the call to the wireless number; and

receive the incoming call from the PBX conferenced with the call to the wireless number, wherein the incoming call is established by the PBX after receiving the response.

15. The computer readable non-transitory storage medium of claim 14 , wherein the instructions further cause the processor to:

process a disposition code received from the agent; and

release the incoming call from the PBX in response to the disposition code.

16. The computer readable non-transitory storage medium of claim 14 , wherein the instructions further cause the processor to compare a calling party number associated in the incoming call with the wireless number.

17. The computer readable non-transitory storage medium of claim 14 , wherein the instructions further cause the processor to:

monitor in-band call progress tones; and

store a disposition code based on the in-band call progress tones in association with the wireless number.

18. The computer readable non-transitory storage medium of claim 14 , wherein the instructions further cause the processor to determine that a time zone associated with the wireless number falls within a calling window.

19. The computer readable non-transitory storage medium of claim 14 , wherein the instructions further cause the processor to record audio data associated with the incoming call wherein the audio data is stored in association with the wireless number.

20. The computer readable non-transitory storage medium of claim 14 , wherein the instructions further cause the processor to:

establish a third call from a conference bridge to a recording component configured to record audio data associated with the incoming call.

21. A system for originating a call in a contact center to a wireless number, comprising:

a compliance server configured to:

enforce one or more compliance requirements applicable to the call to the wireless number,

provide the wireless number to an agent computer for display to an agent,

receive from the agent computer an indication that the agent has selected the wireless number, and

cause a first call to be established between the compliance server and a phone used by the agent; and

a private branch exchange (“PBX”) configured to:

process the first call between the compliance server and the phone,

receive information originating from the phone corresponding to digits of the wireless number, and

in response to receiving the information originating from the phone corresponding to the wireless number, send a query to the compliance server wherein the compliance server starts a timer in expectation of receiving a second call from the PBX,

receive a response to the query, the response indicating authorization to the PBX to originate the second call to the wireless number, and

establish the second call from the PBX to the wireless number after receiving the response to the query, wherein the second call is bridged with the first call.

22. The system of claim 21 wherein the compliance server is further configured to:

enforce one or more compliance requirements applicable to a third call to a wireline number;

provide the wireline number to the agent computer for display to the agent;

receive from the agent computer an indication that the agent has selected the wireline number; and

establish the third call between the phone used by the agent and a telephone device associated with the wireline number, without the third call being processed by the PBX.

Assignments (13)

Continuity (3)