Originating group text calls in a contact center
A dialing list comprising call records can be processed by a call handling component(s) in a contact center in various dialing modes. A call record may be processed to originate a voice call, where the agent manually dials the call as a voice telephone call. In another embodiment, one or more call records can be processed to originate a SMS text call or group text call, where the agent also determines when the call(s) originates. The agent is presented with a graphical user interface tailored to the dialing mode. The dialing mode used may be defined by the dialing list the call record is retrieved from, information from within the call record itself, application of a rule, or input from the agent. The dialing mode may be altered under certain conditions. When the call is originated, various compliance oriented tests, including calling windows and call attempts, are performed.
1. A system, comprising:
one or more processors; and
one or more non-transitory computer readable media comprising computer instructions which, when executed by the one or more processors, cause the one or more processors to:
retrieve a list of records, wherein each record comprises a corresponding wireless telephone number;
select a subset of records from the list of records;
determine, for at least one record in the subset of records, that a call placed to the corresponding wireless telephone number is within a compliant calling window;
provide a user interface comprising an input component for causing, for the at least one record in the subset of records, a text message to be sent to the corresponding wireless telephone number;
receive an input at the input component; and
cause, in response to the input at the input component and for the at least one record in the subset of records, a text message to be sent to the corresponding wireless telephone number.
2. The system of claim 1 , wherein the subset of records is a first subset of records, the user interface is a first user interface, and the input component is a first input component, wherein the one or more non-transitory computer readable media further comprise computer instructions which, when executed by the one or more processors, cause the one or more processors to:
select a second subset of records from the list of records;
determine, for at least one record in the second subset of records, that a call placed to the corresponding wireless telephone number is within the compliant calling window;
provide a second user interface comprising a second input component for causing, for the at least one record in the second subset of records, a text message to be sent to the corresponding wireless telephone number;
receive an input at the second input component; and
cause, in response to the input at the second input component and for the at least one record in the second subset of records, a text message to be sent to the corresponding wireless telephone number.
3. The system of claim 2 , wherein the first user interface is provided to a first computer, and wherein the second user interface is provided to a second computer.
4. The system of claim 1 , wherein the one or more non-transitory computer readable media further comprise computer instructions which, when executed by the one or more processors, cause the one or more processors to:
determine, for the at least one record in the subset of records, that a corresponding attempt counter does not exceed a threshold attempt counter.
5. The system of claim 4 , wherein the one or more non-transitory computer readable media further comprise computer instructions which, when executed by the one or more processors, cause the one or more processors to:
increment, for the at least one record in the subset of records, the corresponding attempt counter in response to causing the text message to be sent to the corresponding wireless telephone number.
6. The system of claim 1 , wherein the one or more non-transitory computer readable media further comprise computer instructions which, when executed by the one or more processors, cause the one or more processors to:
receive an input indicative of a number of records to be included in the subset of records; and
select the subset of records from the list of records based on the number of records.
7. The system of claim 1 , wherein the one or more non-transitory computer readable media further comprise computer instructions which, when executed by the one or more processors, cause the one or more processors to:
receive an incoming call from the corresponding wireless telephone number of a particular record in the subset of records; and
route the incoming call to an agent.
8. The system of claim 1 , wherein the text message comprises a name of an agent, a name of a corresponding party associated with the corresponding wireless telephone number, and a telephone number associated with the agent.
9. A non-transitory computer readable medium comprising instructions that when executed cause one or more computer processors to:
retrieve a list of records, wherein each record comprises a corresponding wireless telephone number;
select a subset of records from the list of records;
determine, for at least one record in the subset of records, that a call placed to the corresponding wireless telephone number is within a compliant calling window;
provide a user interface comprising an input component for causing, for the at least one record in the subset of records, a text message to be sent to the corresponding wireless telephone number;
receive an input at the input component; and
cause, in response to the input at the input component and for the at least one record in the subset of records, a text message to be sent to the corresponding wireless telephone number.
10. The non-transitory computer readable medium of claim 9 , wherein the subset of records is a first subset of records, the user interface is a first user interface, and the input component is a first input component, wherein the non-transitory computer readable medium further comprises instructions that when executed cause the one or more computer processors to:
select a second subset of records from the list of records;
determine, for at least one record in the second subset of records, that a call placed to the corresponding wireless telephone number is within the compliant calling window;
provide a second user interface comprising a second input component for causing, for the at least one record in the second subset of records, a text message to be sent to the corresponding wireless telephone number;
receive an input at the second input component; and
cause, in response to the input at the second input component and for the at least one record in the second subset of records, a text message to be sent to the corresponding wireless telephone number.
11. The non-transitory computer readable medium of claim 10 , wherein the first user interface is provided to a first computer, and wherein the second user interface is provided to a second computer.
12. The non-transitory computer readable medium of claim 9 , further comprising instructions that when executed cause the one or more computer processors to:
determine, for the at least one record in the subset of records, that a corresponding attempt counter does not exceed a threshold attempt counter.
13. The non-transitory computer readable medium of claim 12 , further comprising instructions that when executed further cause the one or more computer processors to:
increment, for the at least one record in the subset of records, the corresponding attempt counter in response to causing the text message to be sent to the corresponding wireless telephone number.
14. The non-transitory computer readable medium of claim 9 , further comprising instructions that when executed cause the one or more computer processors to:
receive an input indicative of a number of records to be included in the subset of records, and select the subset of records from the list of records based on the number of records.
15. A method for originating text calls in a contact center for a plurality of agents, comprising:
retrieving a list of records wherein each record comprises a corresponding wireless telephone number;
selecting a subset of records from the list of records;
determining, for at least one record in the subset of records, that a call placed to the corresponding wireless telephone number is within a compliant calling window;
providing a user interface comprising an input component for causing, for the at least one record in the subset of records, a text message to be sent to the corresponding wireless telephone number;
receiving an input at the input component; and
causing, in response to the input at the input component and for the at least one record in the subset of records, a text message to be sent to the corresponding wireless telephone number.
16. The method of claim 15 , wherein the subset of records is a first subset of records, the user interface is a first user interface, and the input component is a first input component, the method further comprising:
selecting a second subset of records from the list of records;
determining, for at least one record in the second subset of records, that a call placed to the corresponding wireless telephone number is within the compliant calling window;
providing a second user interface comprising a second input component for causing, for the at least one record in the second subset of records, a text message to be sent to the corresponding wireless telephone number;
receiving an input at the second input component; and
causing, in response to the input at the second input component and for the at least one record in the second subset of records, a text message to be sent to the corresponding wireless telephone number.
17. The method of claim 16 , wherein the first user interface is provided to a first computer, and wherein the second user interface is provided to a second computer.
18. The method of claim 15 , further comprising:
determining, for the at least one record in the subset of records, that a corresponding attempt counter does not exceed a threshold attempt counter.
19. The method of claim 15 , further comprising:
incrementing, for the at least one record in the subset of records, a corresponding attempt counter in response to causing the text message to be sent to the corresponding wireless telephone number.
20. The method of claim 15 , further comprising:
receiving an input indicative of a number of records to be included in the subset of records; and
selecting the subset of records from the list of records based on the number of records.