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公开(公告)号：US11689668B1
公开(公告)日：2023-06-27
申请号：US16998260
申请日：2020-08-20
CPC分类号： H04M7/0078 , G06Q20/12 , G06Q20/382 , G06Q20/403 , G06Q30/04 , H04M3/493 , H04M3/51 , H04M2203/40
摘要： A secure payment agent assist (“SPAA”) feature provides assistance to a contact center agent during a transaction involving sensitive information, where the sensitive information provided by the remote party is maintained in secure manner, so that the agent is not exposed to it. The agent is assisted by being provided with a pop-up window that allows the agent to invoke a “recollect” and “cancel” function during the transaction. The pop-up window also provides information to the agent making the agent aware of the progress of the transaction as the remote party interacts with an interactive voice response (“IVR”) unit. In other embodiments, a configuration parameter allows the prompts for the payment information to be provided by the agent or the IVR.
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2.发明授权公开(公告)号：US11683411B1
公开(公告)日：2023-06-20
申请号：US17165537
申请日：2021-02-02
发明人： Karl H. Koster
CPC分类号： H04M3/42034 , H04L65/1104 , H04M3/5158 , H04M2201/40 , H04M2203/558
摘要： A call handler is configured to originate calls using records stored in a contact list by using various campaign call data comprising a set of calling party numbers or “ANIs” that are to be used when originating calls. Each ANI is associated with a status, which reflects whether a terminating voice service provider has blocked a prior call using that ANI. The call handler is configured to recognize when a call is blocked by examining SIP protocol-based error codes and/or intercept announcements provided by the carrier when the call is blocked. Upon detecting the call is blocked, the call handler will update the status of that ANI and select another ANI value from the campaign call data to use for subsequent call originations of that campaign. A set of ANIs that a carrier has blocked may be stored to facilitate subsequent redress with that carrier.
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公开(公告)号：US11575787B2
公开(公告)日：2023-02-07
申请号：US17392053
申请日：2021-08-02
发明人： Karl H. Koster , Jason P. Ouimette
摘要： 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.
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公开(公告)号：US11542011B1
公开(公告)日：2023-01-03
申请号：US16856395
申请日：2020-04-23
摘要： An enhanced abandoned call recovery (“E-ACR”) process allows certain abandoned calls to be eligible for a callback call. An E-ACR assignment point defines which abandoned calls in an inbound campaign or interactive voice response (“IVR”) menu are eligible to be processed to determine whether the E-ACR callback should occur. The determination of whether a callback occurs involves various compliance tests, such as ensuring calling window, call attempts, and other regulatory concerns are addressed. Once a callback is determined to occur, it is associated with a specific campaign to ensure the called party is provided with agents having the skill set as defined for that assignment point. In this manner, only eligible callers receive an E-ACR callback, and further receive the callback in a compliant manner and handled by the same skill set of agents as would have been allocated to the caller had they not abandoned their call.
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公开(公告)号：US20220240058A1
公开(公告)日：2022-07-28
申请号：US17580231
申请日：2022-01-20
发明人： Jason S. Conner
摘要： Various processes are defined associated with customer-initiated text messages to a contact center to delineate various sessions between the customer and an agent. The sessions are defined in part using various timers, including a customer response timer that is stopped upon receipt of a customer text and started typically started when the agent response is sent. The session is initiated upon the initial customer text and the expiry of the customer response timer defines the end of a particular session with the customer. Various data structures are created or updated upon the beginning of a session, including tables which may define which sessions a customer previously had and the messages associated with each session. The agent may be able to review prior sessions for a given customer and can review the specific messages of a prior session.
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公开(公告)号：US10917521B1
公开(公告)日：2021-02-09
申请号：US16932059
申请日：2020-07-17
摘要： A system for sending limited-content message texts to a debtor, where each message comprises a fixed format, comprising an agent's name, which may be an alias, a callback number, and optional suggested times for the recipient to callback the agent. The limited content message texts are sent over a time period during the work schedule of the agent. Upon receiving a voice telephone callback from the recipient, a comparison is performed on the calling party number to ascertain if it matches a called party number of one of the sent limited-content message texts. If matched, then the call is routed to the agent identified in the limited-content message text. If the agent is unavailable, various options for routing the call is identified. The agent is further presented with information indicating the voice telephone call is a callback in response to a previously sent limited-content message text.
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7.发明授权公开(公告)号：US10785370B1
公开(公告)日：2020-09-22
申请号：US16597592
申请日：2019-10-09
摘要： In various embodiments, a predictive dialer in a contact center is managed by a Communication Attempt Management System (“CAMS”) that manages the total number of communications attempts, including voice calls, originated to an individual associated with an account within a period of time. In particular embodiments, a list comprising account data of a plurality individuals may be processed by the CAMS to identify those accounts which have exceeded a weekly limit on the number of allowable communication attempts and are not authorized to receive further communications in that period of time. The list is modified to reflect those accounts which have not exceeded their corresponding limit and are authorized to be contacted. The modified list is provided to the predictive dialer, which then originates a call to each account. The CAMS may then update each account to reflect each communication attempt made by the predictive dialer.
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公开(公告)号：US10599487B1
公开(公告)日：2020-03-24
申请号：US16437009
申请日：2019-06-11
发明人： Michael C. Goodwin
摘要： Various embodiments of the invention provide methods, systems, and computer-program products for converting a connection string configured to use a first API to connect to a data source of a data source type to using a second, different API to connect to the data source. The data source type is identified as being associated with the string and the string is parsed and stored in a key-value dictionary. An object is instantiated for a subclass designed for the data source type. This subclass inherits from a base class that includes an abstract version of a method defined for the second API and the subclass includes a non-abstract version of this method. A string is generated by calling the method associated with the object, causing the non-abstract version to be executed, which uses the dictionary to generate the string configured to use the second API to connect to the data source.
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公开(公告)号：US10567582B1
公开(公告)日：2020-02-18
申请号：US16362948
申请日：2019-03-25
IPC分类号： H04M3/51
摘要： A communications handler manages incoming communications of different channel types and determines an appropriate contact center agent to receive the communication, based on which communication type and the number of sessions for each type, that an agent can handle. The performance of the agent handling the various communication sessions across the channel types is measure and monitored. If the agent's performance crosses a threshold indicating an unacceptable decrease in performance, a channel type/session may be de-assigned in order to improve the agent's performance. If the agent's performance is stellar and allows, then a further channel type or communication session of a channel type may be added. Various graphical user indications for managing the channel type performance and de-assignment are presented.
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公开(公告)号：US10447858B1
公开(公告)日：2019-10-15
申请号：US16449555
申请日：2019-06-24
摘要： Various embodiments of the invention provide methods, systems, and computer program products for providing near real-time feedback to an originating agent on one or more instances initiated by the originating agent during a text-based communication being conducted between the originating agent and a remote party. In various embodiments, a determination is made that the one or more instances initiated by the originating agent for the text-based communication require verification and as a result, a verification agent is located to review the instances before they are delivered to the remote party. Accordingly, upon the verification agent editing the text of one of the instances, the instance is delivered to the remote party displaying the edited text and the edited text is also displayed to the originating agent at virtually the same time to provide the originating agent with near real-time feedback on the instance.
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