Method for automated handling of outbound contacts requiring assured connection to a live agent
View Patent ↗A system for assuring agent connection for outbound calls placed in an automated outbound calling campaign includes an outbound dialing server, a digital data repository coupled to the outbound dialing server, the data repository storing outbound dialing records for automated outbound dialing, and software executing on the outbound dialing server from a non-transitory physical medium, the software providing a first function for determining for a specific outbound dialing record if the connection to a live agent must be an assured connection, a second function for dialing and engaging an agent via an internal call for reservation of the agent, and a third function for bridging the call connections forged between the system and the agent and the system and the outbound party upon answer of the outbound call.
1. A system for routing an outbound communication comprising:
a repository configured to store a plurality of numbers for an outbound campaign;
processor; and
memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
identify a particular number of the plurality of numbers for an outbound communication during the outbound campaign;
determine whether the identified number is flagged as requiring connection with a live agent;
in response to determining that the identified number is flagged as requiring connection with the live agent, identify an available agent to handle the outbound communication;
reserve the identified available agent;
in response to successfully reserving the identified available agent, initiate the outbound communication to the identified number; and
in response to the live person answering the outbound communication, establish a communication session between the reserved agent and the live person.
2. The system of claim 1 , wherein the instructions further cause the processor to:
identify a second number of the plurality of outbound numbers for a second outbound communication during the outbound campaign;
initiate a second outbound communication to the second number; and
in response to a second live person associated with the second number answering the second outbound communication, queue the second outbound communication for later routing to a second available agent.
3. The system of claim 2 , wherein the second number is not flagged as requiring connection with a live agent.
4. The system of claim 1 , wherein the outbound communication is a telephony communication.
5. The system of claim 1 , wherein the available agent is reserved for handling the outbound communication before initiating the outbound communication to the identified number.
6. The system of claim 1 , wherein the identified number is associated with a geographic location having laws relating to live assistance.
7. The system of claim 1 , wherein the instructions further cause the processor to convert a second one of the plurality of the numbers to a second number, wherein the second number is flagged as requiring connection with a live agent.
8. The system of claim 1 , wherein the instructions further cause the processor to place an internal call to the available agent for reserving the available agent for handling the outbound communication.
9. The system of claim 8 , wherein the instructions further cause the processor to bridge the internal call and the outbound communication for establishing the communication session between the available agent and the live person.
10. The system of claim 1 , wherein the instructions further cause the processor to release the available agent in response to detecting that the live person has failed to answer the outbound communication.
11. The system of claim 9 , wherein the program instructions cause the processor to reserve another agent after a period of time has elapsed without establishing the communication session with the live person.
12. A method for routing an outbound communication comprising:
identifying, by a processor, a particular number of a plurality of numbers stored in a repository, for an outbound communication during an outbound campaign;
determining, by the processor, whether the identified number is flagged as requiring connection with a live agent;
in response to determining that the identified number is flagged as requiring connection with the live agent, identifying, by the processor, an available agent to handle the outbound communication;
reserving, by the processor, the identified available agent;
in response to successfully reserving the identified available agent, initiating, by the processor, the outbound communication to the identified number; and
in response to the live person answering the outbound communication, establishing, by the processor, a communication session between the reserved agent and the live person.
13. The method of claim 12 further comprising:
identifying, by the processor, a second number of the plurality of outbound numbers for a second outbound communication during the outbound campaign;
initiating, by the processor, a second outbound communication to the second number; and
in response to a second live person associated with the second number answering the second outbound communication, queuing, by the processor, the second outbound communication for later routing to a second available agent.
14. The method of claim 13 , wherein the second number is not flagged as requiring connection with a live agent.
15. The method of claim 12 , wherein the outbound communication is a telephony communication.
16. The method of claim 12 , wherein the available agent is reserved for handling the outbound communication before initiating the outbound communication to the identified number.
17. The method of claim 12 , wherein the identified number is associated with a geographic location having laws relating to live assistance.
18. The method of claim 12 further comprising:
converting, by the processor, a second one of the plurality of the numbers to a second number, wherein the second number is flagged as requiring connection with a live agent.
19. The method of claim 12 further comprising:
placing, by the processor, an internal call to the available agent for reserving the available agent for handling the outbound communication.
20. The method of claim 12 further comprising:
bridging the internal call and the outbound communication for establishing the communication session between the available agent and the live person.