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 private branch exchange configured to:
send a query in response to receiving an indication that an agent of the contact center has originated the call to the called party by dialing the wireless telephone number using a phone device; and
a compliance server configured to:
receive the query;
determine whether the call is compliant with respect to at least one compliance requirement; and
in response to determining the call is compliant, provide an authorization to the private branch exchange to place the call to the called party, wherein:
upon receiving the authorization from the compliance server, the private branch exchange places the call to the called party by using the wireless telephone number and connects the call with the phone device being used by the agent of the contact center.
2. The system of claim 1 , wherein the at least one compliance requirement comprises a maximum number of attempts to place the call to the called party over a particular time period.
3. The system of claim 1 , wherein the compliance server is configured to place a second call to a second called party using a telephone number in response to determining the telephone number is a wireline telephone number.
4. The system of claim 1 , wherein the private branch exchange is configured to provide the compliance server with a status of the call placed to the called party.
5. 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.
6. The system of claim 5 , wherein the compliance server is configured to determine the digits dialed by the agent correspond to the wireless telephone number prior to providing the authorization to the private branch exchange.
7. 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.
8. 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:
sending a query from a private branch exchange in response to receiving an indication that an agent of the contact center has originated the call to the called party by dialing the wireless telephone number using a phone device;
receiving the query by a compliance server;
determining by the compliance server whether the call is compliant with respect to at least one compliance requirement;
in response to determining the call is compliant, providing an authorization by the compliance server to the private branch exchange to place the call to the called party; and
upon receiving the authorization from the compliance server:
placing the call by the private branch exchange to the called party by using the wireless telephone number; and
connecting the call with the phone device being used by the agent of the contact center.
9. The method of claim 8 , wherein the at least one compliance requirement comprises a maximum number of attempts to place the call to the called party over a particular time period.
10. The method of claim 8 further comprising the steps of:
determining by the compliance server a second telephone number is a wireline telephone number; and
placing a second call by the compliance server to a second called party using the second telephone number in response to determining the second telephone number is a wireline telephone number.
11. The method of claim 8 further comprising the step of providing the compliance server with a status of the call placed to the called party by the private branch exchange.
12. The method of claim 8 , 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.
13. The method of claim 12 further comprising the step of determining the digits dialed by the agent correspond to the wireless telephone number by the compliance server prior to providing the authorization to the private branch exchange.
14. The method of claim 8 , 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.
15. A non-transitory, computer-readable medium comprising computer-executable 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-executable instructions, when executed, are configured to cause at least one computer processor to:
receive a query from a private branch exchange, in which the query was sent in response to the private branch exchange receiving an indication that an agent of the contact center has originated the call to the called party by dialing the wireless telephone number using a phone device;
determine whether the call is compliant with respect to at least one compliance requirement; and
in response to determining the call is compliant, provide an authorization to the private branch exchange to place the call to the called party, wherein:
upon receiving the authorization, the private branch exchange places the call to the called party by using the wireless telephone number and connects the call with the phone device being used by the agent of the contact center.
16. The non-transitory, computer-readable medium of claim 15 , wherein the at least one compliance requirement comprises a maximum number of attempts to place the call to the called party over a particular time period.
17. The non-transitory, computer-readable medium of claim 15 , wherein the computer-executable instructions, when executed, are further configured to cause the at least one computer processor to place a second call to a second called party using a telephone number in response to determining the telephone number is a wireline telephone number.
18. The non-transitory, computer-readable medium of claim 15 , wherein the computer-executable instructions, when executed, are further configured to cause the at least one computer processor to receive a status of the call placed to the called party from the private branch exchange.
19. The non-transitory, computer-readable medium of claim 15 , 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.
20. The non-transitory, computer-readable medium of claim 19 , wherein the computer-executable instructions, when executed, are further 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 providing the authorization to the private branch exchange.
21. The non-transitory, computer-readable medium of claim 15 , 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.