System for remote control of an automated call system
View Patent ↗A system for automatically generating and controlling a plurality of outgoing telephone calls from a first physical location, includes displaying, in a second physical location that is physically remote from the first location, data regarding telephone calls handled by an automated outbound call system. A second location, a manually input specification regarding the telephone calls handled by the outbound call system, is accepted. The operation of the outbound call system is then varied at the first location based upon the input specification accepted at the second location to control the outgoing telephone calls.
1. A system for automatically generating and controlling a plurality of outgoing telephone calls, the system comprising:
an automated outbound call system positioned at a first physical location, the outbound call system directly connected to a backbone point of presence at the first physical location and operable for generating and controlling a plurality of outgoing telephone calls to called parties using an Internet protocol;
an interface for controlling the automated outbound call system located at the backbone point of presence, the interface being an Internet web based interface accessible and located at a second physical location that is physically remote from the first location, the interface configured to receive data regarding telephone calls handled by the automated outbound call system;
the automated outbound call system further operable for varying its operation at the first location based upon the data received by the interface at the second location.
2. The system of claim 1 wherein the interface is operable to receive data related to a maximum number of simultaneous outgoing telephone calls and the call system is operable to vary its operation to limit the number of outgoing telephone calls based on the maximum number.
3. The system of claim 1 wherein the automated outbound call system is operable for transferring calls to human operators and wherein the interface is operable to receive data related to the number of telephone calls that are transferred to human operators and the call system is operable to vary its operation to limit the number of transferred telephone calls.
4. The system of claim 1 further comprising a display application operable to display data related to telephone calls handled by the system that are at least one of the following: successfully completed, with a busy signal, with no answer with a bad number, remaining to be made with human operators, or with automated call systems.
5. The system of claim 1 further comprising a display application operable to display data related to telephone calls handled by the system that is related to at least one of past call history and future call parameters.
6. The system of claim 5 further comprising a database located at a third physical location, remote from the first and second locations, the database containing information for generating the outgoing calls including at least one of: a phone number for a party to be called, a name of a party to be called, data related to a transaction of a party to be called, dialog procedures of a person to be called.
7. The system of claim 6 wherein the dialog procedures include at least one of the following: a sequence of questions for a party to be called, content of questions for a party to be called, or a sequence of interactions to be made with a party to be called.
8. The system of claim 1 wherein the call system is operable for routing a call to one of an automated call system or human operator at a third location and forwarding information regarding a party or a routed call to the third location along with the routed call.
9. A method for automatically generating and controlling a plurality of outgoing telephone calls comprising:
positioning an automated outbound call system at a backbone point of presence located at a first physical location and directly connecting the outbound call system to the backbone point of presence;
generating and controlling a plurality of outgoing telephone calls to called parties with the outbound call system using an Internet protocol;
interfacing with the automated outbound call system located at the backbone point of presence through an Internet web based interface accessible and located at a second physical location that is physically remote from the first location, the interface configured to receive data regarding telephone calls handled by the automated outbound call system;
varying the operation of the automated outbound call system at the first location using the interface at the second location.
10. The method of claim 9 further comprising using the interface to provide data related to a maximum number of simultaneous outgoing telephone calls and varying the operation of the call system to limit the number of outgoing telephone calls based on the maximum number.
11. The method of claim 9 wherein the automated outbound call system is operable for transferring calls to human operators and further comprising using the interface to provide data related to the number of telephone calls that are transferred to human operators and varying the operation of the call system to limit the number of transferred telephone calls.
12. The method of claim 9 further comprising displaying data with a display application related to telephone calls handled by the system that are at least one of the following: successfully completed, with a busy signal, with no answer or with a bad number, remaining, with human operators, or with automated call systems.
13. The method of claim 9 further comprising displaying data with a display application related to telephone calls handled by the system that is related to at least one of past call history and future call parameters.
14. The method of claim 9 further comprising obtaining, from a database located at a third physical location remote from the first and second locations, information for generating the outgoing calls including at least one of: a phone number for a party to be called, a name of a party to be called, data related to a transaction of a party to be called, dialog procedures of a person to be called.
15. The method of claim 9 wherein the dialog procedures include at least one of the following: a sequence of questions for a party to be called, content of questions for a party to be called, or a sequence of interactions to be made with a party to be called.
16. The method of claim 9 further comprising, with the call system, routing a call to one of an automated call system or human operator at a third location and forwarding information regarding a party or a routed call to the third location along with the routed call.