Providing compliance enforcement for manually dialed wireless numbers in a contact center using callback functionality
View Patent ↗A call to a wireless number can be originated by a contact center while enforcing various compliance requirements. A dialer and PBX cooperate to originate the call to the wireless number. The dialer selects the next eligible number in the calling list that should be dialed by an agent. Account information provided by the dialer is displayed on the agent's computer, and a call is placed to the agent's phone by the dialer, wherein the call uses the selected number as the ANI. The call is shortly terminated by the dialer, so that it is not answered by the agent. The agent can then redial that number or invoke a callback function to originate the call to the selected number. A PBX handing the call may inform the dialer of the call origination. The dialer may thus monitor the status of the call without actually originating the call.
1. A method for originating a call in a contact center comprising a private branch exchange (“PBX”) to a wireless number, comprising:
retrieving a dialing list in a dialer comprising a plurality of numbers to be dialed;
determining by the dialer that one of the numbers in the dialing list is the wireless number;
originating a first call by the dialer to a telephone used by an agent;
receiving the first call at the telephone by the agent, wherein the first call has a calling party number value equal to the wireless number;
terminating the first call to the telephone by the dialer prior to the agent answering the first call;
presenting the wireless number to the agent;
receiving a second call from the telephone at the PBX, wherein the second call is directed to the wireless number; and
providing a signaling message to the dialer by the PBX in response to receiving the second call indicating the second call originated from the telephone to the PBX.
2. The method of claim 1 , wherein the dialer is a predictive dialer, and further comprising:
determining a second one of the numbers in the dialing list is a wireline number; and
originating a third call to the wireline number by the predictive dialer.
3. The method of claim 1 , wherein the signaling message to the dialer by the PBX conveys the wireless number present in the first call.
4. The method of claim 3 , wherein the signaling message is associated with establishment of a conference call leg between the PBX and a memory store, and the dialer is configured to cause audio of the conference call leg to be recorded in the memory store.
5. The method of claim 1 , wherein the telephone used by the agent is configured to display the calling party number value.
6. The method of claim 5 , wherein the agent originates the second call by manually dialing digits indicating the calling party number value.
7. The method of claim 6 , wherein the dialer is configured to present account information associated with the wireless number for display on a computer used by the agent.
8. The method of claim 1 , wherein the agent provides a disposition code to the dialer.
9. A non-transitory computer readable medium comprising instructions that when executed by a processor cause the processor to:
retrieve a dialing list comprising a plurality of numbers to be dialed;
determine that one of the numbers in the dialing list is a wireless number;
originate a first call to telephone used by an agent, wherein the first call uses a calling party number value set to the wireless number;
terminate the first call to the telephone prior to the agent answering the first call; and
receive a signaling message from a private branch exchange (“PBX”) in a contact center indicating receipt by the PBX of a second call from the telephone directed to the wireless number.
10. The non-transitory computer readable medium of claim 9 , wherein the instructions further cause the processor to:
determine a second one of the numbers in the dialing list is a wireline number; and
originate a third call to the wireline number.
11. The non-transitory computer readable medium of claim 9 , wherein the signaling message from the PBX indicates the calling party number value as the calling party number.
12. The non-transitory computer readable medium of claim 9 , wherein the instructions further cause the processor to:
receive a call leg associated with the second call; and
record audio received on the call leg.
13. The non-transitory computer readable medium of claim 9 , wherein the instructions further cause the processor to:
retrieve account information associated with the wireless number; and
provide the account information to a computer used by the agent for displaying the account information to the agent.
14. The non-transitory computer readable medium of claim 9 , wherein the instructions further cause the processor to:
receive a disposition code from the agent; and
store the disposition code in a record in association with the wireless number.
15. A non-transitory computer readable medium comprising instructions that when executed by a processor in a private branch exchange (“PBX”) in a contact center cause the processor to:
process a call request from a telephone used by an agent, the call directed to a wireless number; and
provide a signaling message to a dialer co-located in the contact center in response to receiving the call request from an agent.
16. A system for providing compliance for wireless calls, comprising:
a processor in a dialer configured to:
process a dialing list comprising a plurality of numbers to be dialed;
determine that one of the numbers in the dialing list is a wireless number;
originate a first call to a telephone used by an agent, wherein the first call uses a calling party number value set to the wireless number;
terminate the first call to the telephone by the dialer prior to the agent answering the first call; and
receive a signaling message from a private branch exchange (“PBX”) indicating receipt by the PBX of a second call from the agent directed to the wireless number.
17. The system of claim 16 , wherein the processor is further configured to:
determine a second one of the numbers in the dialing list is a wireline number;
originate a third call to the wireline number; and
connect the third call to telephone used by the agent.
18. The system of claim 16 , wherein the processor is further configured to:
retrieve account information associated with the wireless number; and
provide the account information to a computer used by the agent for displaying the account information to the agent prior to originating the first call to the agent.
19. The system of claim 16 , wherein the processor is further configured to:
receive a call leg associated with the second call; and
record audio received on the call leg.
20. The system of claim 16 , wherein the processor is further configured to:
receive a disposition code from the agent; and
store the disposition code in a record in association with the wireless number.