Systems and methods for detecting call blocking devices or services
View Patent ↗Systems and methods for detecting call blocking devices or services. The devices monitor outbound call connections to determine if a connected call has been answered by a call blocking device or service rather than a person or answering machine. The verification is a comparison between the connection of an outbound call and a predefined parameter of data associated with that connection. For example, the predefined timing parameter may require detecting a connection before the first ring, or a connection occur within a predetermine period of time from when the outbound call is placed, or a connection occurring after a certain number of rings, etc. Which predefined parameter is associated with a particular outbound call may depend on the call blocking device or service the call center placing the outbound call expects to encounter on a particular connection attempt of a particular phone number. Once the call blocking device or service has been detected on a connected call, the call can be process as if a connection occurred including routing such calls to an available agent or other handling process customized to handle such calls such as automatically navigating prompts for voice or dialing responses from the privacy director systems.
1. A method of detecting call blocking devices or services comprising:
placing an outbound call on a telephone line, wherein placing comprises placing the outbound call with a predictive dialer;
monitoring the telephone line for a call connected signal on the outbound call; and
determining that the outbound call is connected to the call blocking service provided by a telephone company or other third party service, based on whether the call connected signal on the outbound call is detected within a predefined timing parameter, wherein the predefined timing parameter indicates the call is connected to the call blocking service before a first ring.
2. The method of claim 1 , wherein monitoring comprises monitoring with a predictive dialer.
3. The method of claim 1 , further comprising routing the outbound call to an agent.
4. The method of claim 1 , further comprising associating the predefined timing parameter with the outbound call known to be associated with a particular call blocking device or service.
5. The method of claim 1 , further comprising associating the predefined timing parameter with the telephone network on which the outbound call is placed known to be associated with a particular call blocking device or service.
6. The method of claim 1 , further comprising receiving automated prompts of a call blocking device for the entry of caller identification data.
7. The method of claim 6 , further comprising navigating the automated prompts of a call blocking device to complete the outbound call.
8. A call center, comprising:
a predictive dialer that places outbound calls on a telephone network;
a processor that monitors an outbound call to determine when a connection occurs, and determines that the outbound call is connected to a call blocking service provided by a telephone company or other third party service based on whether a call connected signal on the outbound call is detected within a predefined timing parameter, wherein the predefined timing parameter indicates the call is connected before a first ring; and
at least one interface that connects the predictive dialer to the telephone network and operable to route the outbound call to an agent.
9. The call center of claim 8 , wherein the at least one interface includes a station interface that connects one or more agents to the call center.
10. The call center of claim 8 , wherein the at least one interface includes a line interface that connects the call center to a telephone network.
11. The call center of claim 8 , wherein the at least one interface includes a router that routes an outbound call to the agent.