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 calls placed by a contact center, the system comprising:
a compliance server configured to:
retrieve a telephone number from a list comprising both wireline telephone numbers and wireless telephone numbers;
determine whether a call to be placed to the telephone number is compliant with respect to at least one compliance requirement;
determine the telephone number is wireless; and
provide the telephone number to an agent of the contact center so that the agent can originate the call to the telephone number in response to determining the call to be placed to the telephone number is compliant and the telephone number is wireless; and
a private branch exchange configured to:
receive an indication that the agent has originated the call by dialing the telephone number using a phone device; and
in response to receiving the indication:
place the call by using the telephone number; and
connect the call with the phone device being used by the agent.
2. The system of claim 1 , wherein the compliance server is configured to:
retrieve a second telephone number from the list;
determine whether a second call to be placed to the second telephone number is compliant with respect to at least one compliance requirement;
determine the second telephone number is wireline; and
place a second call using the second telephone number in response to determining the second call to be placed to the second telephone number is compliant and the second telephone number is wireline.
3. The system of claim 1 , wherein the compliance server is configured to establish the agent has logged in prior to providing the agent with the 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 using the telephone number.
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 device being used by the agent corresponding to the telephone number.
6. The system of claim 5 , wherein
the private branch exchange is configured to:
send a query to the compliance server upon receiving the indication the agent has originated the call and prior to placing the call; and
the compliance server is configured to determine the digits dialed by the agent correspond to the telephone number in response to receiving the query; and
provide authorization to the private branch exchange in response to determining the digits dialed by the agent correspond to the telephone number, wherein the private branch exchange places the call using the telephone number upon receiving the authorization.
7. The system of claim 1 , wherein the indication that the agent has originated the call comprises the agent selecting the telephone number on a display being used by the agent.
8. A method for ensuring compliance adherence for calls placed by a contact center, the method comprising:
retrieving a telephone number by a compliance server from a list comprising both wireline telephone numbers and wireless telephone numbers;
determining by the compliance server whether a call to be placed to the telephone number is compliant with respect to at least one compliance requirement;
determining by the compliance server the telephone number is wireless;
providing the telephone number to an agent of the contact center by the compliance server so that the agent can originate the call to the telephone number in response to determining the call to be placed to the telephone number is compliant and the telephone number is wireless;
receiving an indication by a private branch exchange that the agent has originated the call by dialing the telephone number using a phone device; and
in response to receiving the indication:
placing the call by the private branch exchange using the telephone number; and
connecting the call with the phone device being used by the agent.
9. The method of claim 8 further comprising:
retrieving a second telephone number by the compliance server from the list;
determining by the compliance server whether a second call to be placed to the second telephone number is compliant with respect to at least one compliance requirement;
determining by the compliance server the second telephone number is wireline; and
placing a second call by the compliance server using the second telephone number in response to determining the second call to be placed to the second telephone number is compliant and the second telephone number is wireline.
10. The method of claim 8 , wherein the compliance server is configured to establish the agent has logged in prior to providing the agent with the telephone number.
11. The method of claim 8 further comprising providing by the private branch exchange a status of the call placed using the telephone number to the compliance server.
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 device being used by the agent corresponding to the telephone number.
13. The method of claim 12 further comprising:
sending a query by the private branch exchange to the compliance server upon receiving the indication the agent has originated the call and prior to placing the call;
determining by the compliance server the digits dialed by the agent correspond to the telephone number in response to receiving the query; and
providing authorization by the compliance server to the private branch exchange in response to determining the digits dialed by the agent correspond to the telephone number, wherein the private branch exchange places the call using the telephone number upon receiving the authorization.
14. The method of claim 8 , wherein the indication that the agent has originated the call comprises the agent selecting the 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 calls placed by a contact center, the computer-executable instructions, when executed, are configured to cause at least one computer processor to:
retrieve a telephone number from a list comprising both wireline telephone numbers and wireless telephone number;
determine whether a call to be placed to the telephone number is compliant with respect to at least one compliance requirement;
determine the telephone number is wireless; and
provide the telephone number to an agent of the contact center so that the agent can originate the call to the telephone number in response to determining the call to be placed to the telephone number is compliant and the telephone number is wireless, wherein a private branch exchange receives an indication that the agent has originated the call by dialing the telephone number using a phone device and in response to receiving the indication, places the call by using the telephone number and connects the call with the phone device being used by the agent.
16. 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:
retrieve a second telephone number from the list;
determine whether a second call to be placed to the second telephone number is compliant with respect to at least one compliance requirement;
determine the second telephone number is wireline; and
place a second call using the second telephone number in response to determining the second call to be placed to the second telephone number is compliant and the second telephone number is wireline.
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 establish the agent has logged in prior to providing the agent with the 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 using the telephone number 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 device being used by the agent corresponding to the 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:
receive a query from the private branch exchange upon the private branch exchange receiving the indication the agent has originated the call and prior to the private branch exchange placing the call;
determine the digits dialed by the agent correspond to the telephone number in response to receiving the query; and
provide authorization to the private branch exchange in response to determining the digits dialed by the agent correspond to the telephone number, wherein the private branch exchange places the call using the telephone number upon receiving the authorization.
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 telephone number on a display being used by the agent.