System and method for maximizing efficiency of call transfer speed

Field of invention The present invention relates generally to call centers, and more specifically to efficiently processing call center calls.

Background of the invention Navigation systems and people (phone voice menu) without the customer knowing that the dialing agent was involved in completing the call between the speaker and the customer, and before contacting the actual customer by phone. Customer calls (customers) that occur between the dialing agent and the customer without the customer knowing that the operator, the wrong phone number, etc. were involved. There are currently systems and methods for transferring call) to a customer call that occurs between the speaker and the customer. Many of these systems and methods transfer calls between the dialing agent and the customer fast enough without significant delay to the call between the speaker and the customer. Unfortunately, these systems and methods transfer and display customer data on the speaker's screen at the same time as the call is transferred, or shortly after the call is transferred. It is useful for the speaker to see data about the customer, in particular to allow the speaker to have a fruitful call with the customer. Since customer data is displayed at the same time as the call is transferred, or shortly after the call is transferred, the speaker is at a disadvantage and cannot be prepared in advance to process the call effectively.

<p> The above facts cause the speaker to react late to the transferred call, as the speaker must review the customer data after the call has been transferred. In addition, the above facts 1) ensure that the customer does not know that the dialing agent was involved in making the call, 2) effectively based on past notes about the customer's history and facts. Pitch the customer Reduces the efficiency of the speaker in performing the important purpose of being prepared. Therefore, there is a need for systems and methods that allow the speaker to prepare before the customer call is transferred.</p><p> Traditional systems and methods also transfer all attributes of customer data when transferring a call. Transferring all the attributes of customer data over the network in this way is burdensome and time consuming, which in turn causes delays in transferring customer data. Such a delay results in the slowness of the responding speaker when the call is actually transferred. Therefore, there is a need for systems and methods that minimize the amount of customer data that needs to be transferred over the network, thereby increasing the data transfer rate.</p><p> Traditional systems and methods also have multiple speakers. The decision to select a particular speaker is made during the transfer of the call, which is burdensome and time consuming, which in turn causes additional delays in the transfer of the call. Such delays do not quickly engage the speaker with the customer, which can adversely affect the call. Therefore, there is also a need for systems and methods that minimize the delay associated with speaker selection.</p>

<p>Outline of the invention Embodiments of the present invention provide systems and methods for maximizing the efficiency of transferring a call between a customer and a dialing agent to a call between a customer and a speaker. Briefly, with respect to architecture, one embodiment of the system can be implemented as follows. One embodiment of the system includes a dialing agent computer, a talker computer, a central data server, and a central voice server. The dialing agent computer says that the memory and the dialed customer are connected by a call (hereinafter, the customer to whom the call is connected is referred to as the connected customer) and is ready to transfer the call. The dialing agent computer is used by the dialing agent, having a processor composed of memory to perform notifications. The talker computer receives the memory and the first customer identification associated with the customer being dialed before or during the customer's dial, and after the connected customer is connected to the dialing agent, it is connected. The talker computer is used by the speaker, with a processor configured by memory to receive a second customer identification associated with the customer. The central data server is dialed to receive memory and a notification from the dialing agent computer confirming that it has connected to the customer being dialed, and to highlight the customer record on the talker computer in the first way. After the step of transferring the first customer identification related to the customer to the talker computer before or at the same time as dialing the dialed customer, and after the dialing agent computer affirms the connection to the dialed customer. A processor configured by memory to perform steps and transfer the second customer identification associated with the connected customer to the talker computer in order to highlight the customer record on the talker computer in a second way. And include. Diary</p><p> The present invention can also be regarded as providing a method for maximizing the efficiency of transferring a call between a customer and a dialing agent to a call between a customer and a speaker. In doing so, one embodiment of such a method, among other things, can be broadly summarized by the following steps, which are the dialing agent and the dialing agent to maintain direct communication with the speaker. Dialing a step to put a speaker into a campaign, a step to call a customer by using a dialing agent device, and a request to transfer the connected customer from communication with the dialing agent to communication with the speaker. A step of receiving a transfer request from an agent and a step of transmitting the identification of the customer record related to the connected customer to a talker computer in order to identify the customer record after receiving the transfer request. A step of transmission that is pre-stored on the talker computer before it is received.</p><p> Examination of the accompanying drawings and the detailed description below will reveal to those skilled in the art other systems, methods, features, and advantages of the present invention. All such additional systems, methods, features, and advantages are included in this description, are within the scope of the invention, and are intended to be protected by the appended claims.</p><p>A brief description of the drawing Many aspects of the invention can be better understood by reference to the drawings below. The components in the drawings are not necessarily on scale, but rather the emphasis is on articulating the principles of the invention. Further, in the drawings, similar reference numbers indicate corresponding parts throughout some figures.</p>

<figref num="1">It is a schematic diagram which shows the system for maximizing the efficiency of the transfer speed of a call by this invention.</figref><figref num="2">It is a block diagram which further shows a general-purpose computer.</figref><figref num="3">It is a flow diagram which shows the start process executed by the central data server of FIG. 1 by 1st exemplary embodiment of this invention.</figref><figref num="4">An exemplary screen view showing an interface for creating a customer list based on specific search criteria, which can be seen by parties who log in to a central data server and choose to create a customer list.</figref><figref num="5">An exemplary screen view showing an interface for creating and scheduling a campaign, specifying one or more speakers and one or more dialing agents.</figref><figref num="6">It is a flow chart which shows the method for participating in a campaign by 1st exemplary Embodiment of this invention.</figref><figref num="7">An exemplary screen view showing an interface for a dialing agent or speaker to select and participate in a campaign.</figref><figref num="8">An example of a screen view showing the interface provided to a dialing agent while the dialing agent attempts to participate in the campaign, the dialing agent is forced to wait for the speaker to participate in the campaign.</figref><figref num="9">This is an example of a screen view showing the interface provided to the dialing agent after the speaker participates in the campaign.</figref><figref num="10">This is an example of a screen view showing the interface provided to the speaker after the speaker has participated in the campaign using the talker computer, but has not yet joined the audio conferencing bridge using the talker phone.</figref><figref num="11">This is an example of a screen view showing the interface provided to the speaker after the speaker participates in the campaign using the talker computer and after joining the audio conferencing bridge using the talker phone.</figref><figref num="12">It is a flow chart which shows the action which is started and executed during the start of a campaign by 1st Embodiment of this invention.</figref><figref num="13">This is an example of a screen view showing the interface provided to the dialing agent while the customer is dialing.</figref><figref num="14">It is a flow chart which shows the process of processing a call after dialing by a central voice server according to 1st exemplary Embodiment of this invention.</figref><figref num="15">An example of a screen view that highlights three customer records dialed by a dialing agent and shows the interface provided to the speaker when the speaker reviews the customer's note history before the call is transferred. is there.</figref><figref num="16">This is an example of a screen view showing the interface provided to the speaker when the transferred customer record is shaded differently to distinguish it from the other two dialed customer records.</figref>

Detailed explanation The present invention provides a speaker with customer data before transferring the call, minimizes the amount of customer data transferred, and knows in advance which speaker the call will be transferred to so that the speaker can be transferred when the call is transferred. A system for maximizing the speed at which calls between the dialing agent and the customer are transferred to calls between the speaker and the customer by minimizing the delay associated with the selection. And provide a method. Each of the above techniques described in detail herein may use two or more techniques together, either individually or collectively. Displaying customer data within the speaker's screen before transferring the call allows the speaker to prepare by reviewing customer data, such as memo history, before the call is transferred. When transferring a call, it transfers only the minimum amount of data required to provide unique identification information to the speaker, thereby increasing the speed at which the call is transferred. Related to selecting a speaker to answer when transferring a call by pre-selecting a speaker before transferring the call, making the speaker wait in the voice server, and preparing to accept the transferred call. Minimize the delay.

The system and method are described in detail below, but it is useful to give some definitions.

Customer: The person who can make the call.

Customer List: A list of customers.

Dial: Calls made to customers in the customer list.

Connection: A call answered by a real customer.

Dialing Agent: Process calls made to customers and navigate the calls (by phone voice menu, phone operator, voicemail, wrong phone number, etc.) until the call reaches the correct target customer on the customer list. Each person who is the first person, where the system can dial the customer's phone number, establish a connection between the dialing agent's phone and the customer in the customer list, and the dialing agent Transfer the actual customer call to the speaker via the central voice server.

Speaker: A person who waits in the voice conferencing bridge to accept the transferred call and talk to the customer after the call is transferred.

Campaign: A session when the dialing agent and the speaker work together, the dialing agent dials the customer through a central voice server and makes a call between the dialing agent and the customer between the speaker and the customer. Transfer to a call between.

Dialing Agent Software: A software component of a dialing agent computer that provides the functionality required for the dialing agent to work with this system and method.

Talker Software: A software component of a Talker computer that provides functionality for speaker work with this system and method.

Whenever this description refers to a step performed by a dialing agent, the step is, in context, i) dialed by the dialing agent using the dialing agent software, and ii) dialed using the dialing agent telephone. It should be noted that this means that it is automatically performed by the ring agent or by the dialing agent software iii) without the dialing agent initiating a step. This same theory accompanies the steps performed by the speaker.

FIG. 1 shows the transfer rate of a call by communicating customer data to the speaker before transferring the call, minimizing the delay in data transfer, and minimizing the delay in selecting the speaker, according to the present invention. It is a schematic diagram which shows the system 10 for maximizing the efficiency. With reference to FIG. 1, the system 10 includes a dialing agent computer 20, a dialing agent telephone 22, a talker computer 24, a talker telephone 26, and a central data server, which store the dialing agent software internally. Includes 100, central voice server 150, and customer phone 200.

It should be noted that a computer can be any device that has memory and a processor and can internally store software-related functions. Examples of computers may include, but are not limited to, portable computers such as desktop computers, laptop computers, or personal digital assistants. FIG. 2 is a block diagram further showing a general-purpose computer. It should be noted that the functionality of this system and method can be implemented by software, firmware, hardware, or a combination thereof.

Returning to Figure 1, one or more dialing agent computers 20, dialing agent phones 22, talker computers 24, talker phones 26, central data servers 100, central voice servers 150, and / or customer phones in system 10 There can be 200. For illustrative purposes, FIG. 1 shows three dialing agent computers 20A, 20B, 20C, three dialing agent phones 22A, 22B, 22C, and three customer phones 200A, 200B, 200C.

According to the present invention, the telephone may be a conventional analog hardware telephone, a digital hardware telephone, a software telephone (such as Session Initiation Protocol (SIP) client software) that can be used to convey a human voice. Can be done. The phone function does not have to be two different devices, as the phone function can possibly be performed using a piece of software running inside the computer, instead both are in one computer device. May be good.

The central voice server 150 can be a conventional PBX (private branch exchange) capable of executing a switching function based on a command received by a CTI (Computer Telephony Interface), a software-based PBX, or the like.

According to the present invention, the central data server 100 includes, but is not limited to, computer-like components such as a memory, a processor, a local bus, an input / output device, and a storage device. A detailed description of the structure of a general-purpose computer will be given below. Of course, the storage capacity and structure of the storage device in the central data server 100 may differ from the storage capacity and structure of a standard general purpose computer storage device, but those skilled in the art will know such structure and structure. There is. According to the first exemplary embodiment, the central data server 100 can store a customer list for contact and data about the customer. Such data includes, but is not limited to, data commonly used in marketing, such as account names, contact names, addresses, phone numbers, dates of last contact, notes about the results of previous interactions and other data. Can include.

Since the functions of the central voice server 150 can be performed using software running in the computer, the central data server 100 and the central voice server 150 do not have to be two different devices, but instead both are in one computer. There may be.

Telephone communication links 12, 14, and 16 can be implemented using conventional analog telephone lines or digital telephone lines that utilize various digital communication protocols such as SIP, PRI (Primary Group Speed Interface). Furthermore, computer communication links 11 and 13 can be implemented using a LAN (local area network), WAN (wide area network), mobile network, or the like. A central server communication link 15 may be provided for communication between the central data server 100 and the central voice server 150. The central server communication link 15 can be implemented using the above computer communication link or telephone communication link.

Those skilled in the art may provide various types of devices, various types of telephone communication links, and computer communication links, and other such devices and links that can be used within the system 10 embodying the present invention. Let's understand that.

FIG. 2 is a block diagram further showing the general-purpose computer 300. In general, in terms of hardware architecture as shown in FIG. 2, the computer 300 is communicably coupled by a local interface 308 with a processor 302, memory 310, storage 304, and one or more inputs and outputs (I / O). O) Includes device 306 (or peripheral). The local interface 308 can be, for example, one or more buses known in the art, or other wired or wireless connections, without limitation. Local interface 308 can have additional elements omitted for brevity, such as controllers, buffers (caches), drivers, repeaters, receivers that enable communication. In addition, local interface 308 may include addresses, controls, and / or data connections to allow proper communication between the components described above.

The processor 302 is, among other things, a hardware device for executing software stored in the memory 310. Processor 302 is any custom or commercial processor, central processing unit (CPU), auxiliary processor among several processors associated with computer 300, semiconductor-based microprocessors (in microchip or chipset format), It can be a macro processor, or any device for executing a wide range of software instructions.

The memory 310 is one or a combination of volatile memory elements (eg, random access memory (such as RAM such as DRAM, SRAM, SDRAM)) and non-volatile memory elements (eg, ROM, hard drive, tape, CDROM, etc.). Can be included. In addition, the memory 310 can incorporate electronic, magnetic, optical, and / or other types of storage media. Note that memory 310 can have a distributed architecture in which various components are located apart from each other but accessible by processor 302.

Software 350 in memory 310 can contain one or more separate programs, each of which provides an ordered list of executable instructions for performing the logical functions of the system described below. Including. As an example, in the case of the dialing agent computer 20, software 350 includes a list of ordered executable instructions for performing the logical functions required for the dialing agent computer 20 described below. Further, in the case of the talker computer 24, software 350 includes an ordered list of executable instructions for performing the logical functions required for the talker computer 24 described below. Further, in the case of the central data server 100, software 350 includes an ordered list of executable instructions for performing the logical functions required for the central data server 100 described below.

According to an alternative embodiment of the present invention, the software of the dialing agent computer 20, the software of the talker computer 24, and the software of the central data server 100 are instead the dialing agent computer 20, the talker computer 24, and the central data. It should be noted that each server 100 can be a software package with separate modules to perform its functions.

Although not required, memory 310 can also contain operating system (O / S) 312. The operating system 312 essentially controls the execution of computer programs and provides scheduling, I / O control, file and data management, memory management, and communication control and related services.

Computer functionality can be achieved by a source program, an executable program (object code), a script, or any other entity that contains a set of instructions to be executed. In the case of a source program, it is necessary to convert the program by a compiler, assembler, interpreter, etc. that may or may not be contained in the memory 310 so that it operates properly in relation to O / S 312. In addition, computer functionality can be written as (a) an object-oriented programming language with classes of data and methods, or (b) a procedural programming language with routines, subroutines, and / or functions.

Input / output device 306 may include input devices such as, but not limited to, microphones, keyboards, mice, scanners, joysticks and other input devices. Further, the input / output device 306 may also include an output device, such as, but not limited to, a display or other output device. Input / output device 306 includes devices that communicate by both inputs and outputs, such as, but not limited to, modulators / demodulators (modems for accessing another device, system, or network), radio frequencies (RF). ) Or other transceivers, telephone interfaces, bridges, routers, or other devices that act as both inputs and outputs.

During the operation of the computer 300, the processor 302 is configured to execute the software 350 stored in the memory 310, transmit data to and from the memory 310, and control the operation of the computer 300 as a whole according to the software 350. Will be done. Software 350 and O / S 312, in whole or in part, typically the latter, are read by processor 302, possibly buffered within processor 302, and then executed.

When implementing computer functionality by software, as shown in Figure 2, keep in mind that the functionality can be stored on any computer-readable medium used or associated with any system or method associated with the computer. Should. In the context of the present specification, a computer-readable medium is an electronic, magnetic, optical, electronic, magnetic, optical, which can include or store a computer program used or associated with a system or method relating to a computer. Or another physical device or means. A function is used by an instruction execution system, device, or device, such as a computer-based system, a processor-incorporated system, or another system that can read an instruction from an instruction execution system, device, or device and execute the instruction. Or it can be incorporated into any computer readable medium associated with them. In the context of this specification, a "computer-readable medium" is any program that can be stored, transmitted, propagated, or transferred to a program used or associated with an instruction execution system, device, or device. It can be a means.

Computer-readable media can be, for example, but not limited to, electronic, magnetic, optical, electromagnetic, infrared, or semiconductor systems, devices, devices, or propagation media. More specific examples of computer-readable media (non-exhaustive list) are electrical connections with one or more wires (electronic), portable computer disksets (magnetic), random access memory (RAM) (electronic). , Read-only memory (ROM) (electronic), erasable programmable read-only memory (EPROM, EEPROM, or flash memory) (electronic), fiber optics (optical), and portable compact disk read-only memory (CDROM) (optical) Is included. The program electronically captures, for example, by optically scanning paper or other media, compiles, interprets, or otherwise processes it as needed and stores it in computer memory. Note that the computer-readable medium can even be paper or other suitable medium on which the program is printed, as it can be.

In an alternative embodiment, when a computer function is implemented by hardware, the function can be implemented using any or a combination of the following technologies well known in the art. That is, individual logic circuits with logic gates to perform logic functions based on data signals, application-specific integrated circuits (ASICs) with appropriate combination logic gates, programmable gate arrays (PGAs), rewritable gates. Array (FPGA), or other technology.

FIG. 3 is a flow diagram 400 showing the initiation process performed by the central data server 100 to maximize call transfer efficiency. As those skilled in the art will understand, every process description or block in a flow diagram is part of a module, segment, or code that contains one or more instructions to perform a particular logical function within a process. , Or steps, and the scope of the invention includes alternative implementations that can perform functions in a different order than illustrated or described, including near-simultaneous or reverse order depending on the function involved. It should be noted that Furthermore, there may be cases where a certain function may be omitted.

As shown in block 402, customer data used to dial the customer becomes available within the central data server 100. One or more customer records, customer data can be imported into central data server 100 at a time from one or more files, or each customer record of customer data is entered directly into central data server 100 individually. You may. Those skilled in the art will appreciate that other methods may be used to capture customer data within the central data server 100.

As shown in block 404, the central data server 100 creates a list of customers to use in the campaign. Creating a customer list is based on certain criteria that are important for selecting the right customers for marketing purposes. As an example, when calling to talk to a potential purchaser of a male shaving product, it may be beneficial to include only men over the age of 16 in the customer list. As another example, when calling to talk to a potential buyer of office supplies, it is beneficial to include only those customers whose job authority is related to purchasing office supplies for their company in the customer list. obtain. The central data server 100 is known to index customer lists based on, but not limited to, keywords to create customer lists, query customer lists based on specific search criteria, and so on. Any method can be used.

The customer list can be created by the user of this system. As an example, a speaker can log in to the central data server 100 by using the talker computer 24 and related software to create a customer list. FIG. 4 is an exemplary screen view showing an interface 450 for creating a customer list based on specific search criteria, which can be seen by parties who log in to the central data server 100 and choose to create a customer list. .. As shown in FIG. 4, interface 450 has a name field 452 to provide the name of the customer list, a description field 454 to describe the customer list, and the customers in the central data server 100 when creating the customer list. It includes a search criteria field 456 to specify how to search, and a sort field 458 to sort the resulting customers. It should be noted that there may be multiple search condition fields and multiple sort fields.

Going back to Figure 3, you can create a campaign as shown in block 406. The campaign is created by a user of the central data server 100 who chooses to create the campaign, and the central data server 100 creates the campaign after the user has provided the required specific information for creating the campaign. As an example, a user can be a speaker who logs in to the central data server 100 by using the talker computer 24 and related software to create a campaign. Select dialing agents, speakers, and time slots when creating a campaign. Campaigns are created in-system by dialing a specific customer list, forwarding calls to a specific speaker, and scheduling a specific time with one or more dialing agents to update customer information. can do.

FIG. 5 is an exemplary screen view showing interface 470 for creating and scheduling a campaign, highlighting one or more speakers and one or more dialing agents. As shown in Figure 5, interface 470 has a campaign name field 472 to identify the campaign name, a campaign type field 474 to identify the campaign type for classification and reporting purposes, and a campaign start time (date and time). Start time field 476 to determine, end time field 478 to determine the end time (date and time) of the campaign, expense to determine the costs associated with the campaign, and to track the budget for a particular type of campaign Field 480, speaker field 482 to identify one or more speakers in the campaign, dialing agent field 484 to identify one or more dialing agents in the campaign, and interest to the creator of the campaign Includes a list selection field 486 to identify a particular default list that may be (for example, an example that illustrates a contact in Nevada).

Interface 470 should display a specific caller identification to the customer during a call, dialer column field 488 to determine which column in the customer record should be used to obtain the phone number and dial the customer. Call ID display field 490 to specify whether or not, phone server name field 492 to determine which central voice server should be used for the campaign, computer host address of the central voice server (eg, but not limited to this) , Telephone server host address field 494 to determine the IP address or host name in the domain), Telephone server login field 496 to determine the required login used by dialing agents and speakers to enter the campaign, dialing Phone server password field 498 used by agents and speakers to enter the campaign, and campaign instruction field 499 (optional) to provide some specific instructions available to the system dialing agent or other users. Also includes.

When creating a campaign, it should be noted that the speaker can specify whether to block the caller ID when the dialing agent dials the customer during the campaign. If you do not block the caller ID, the speaker is allowed to select the list of caller IDs assigned to the campaign, and when the dialing agent dials the customer, the central voice server 150 is for that campaign. Displays a specific caller ID selected from the list of caller IDs selected by the speaker. When the customer is dialed, based on implementation preference, the central data server 100 selects such a particular caller ID by using techniques such as, but not limited to, round robin, random selection. However, it should be noted that such caller ID can be sent directly or indirectly to the central voice server 150 via the dialing agent computer 20.

Returning to Figure 3, Central Data Server 100 sends a notification to all parties designated as part of the created campaign, as shown in block 408. As an example, the central data server 100 can transmit an email to each dialing agent and speaker identified on a campaign-by-campaign basis. In addition, a calendar event for populating the calendar software on the dialing agent computer 20 and the talker computer 24 can be transmitted to each dialing agent and speaker identified on a campaign-by-campaign basis. It should be noted that the notification may instead be transmitted to the dialing agent and the speaker's personal device, such as to the dialing agent and the speaker's mobile phone or personal digital assistant.

In an alternative embodiment of the invention, a campaign is created with minimal information for simply scheduling time slots for speakers and dialing agents, and other details of the campaign (eg, but not limited to, a customer list). , Blocked or unblocked caller id, which central voice server should be used) can be completed just before the start of the campaign, if any. One of ordinary skill in the art knows how to modify interface 470 or split an interface into multiple interfaces in order to implement this embodiment. For example, details of a campaign that were not captured during the creation of the campaign can be captured using one or more interface screens just before the speaker launches the campaign, after which the speaker will launch the campaign. You can move.

FIG. 6 is a flow chart 500 showing a method for participating in a campaign according to the first exemplary embodiment of the present invention. As shown in block 502, the dialing agent and speaker associated with the campaign attempt to participate in the pre-scheduled campaign from their associated computer. When a dialing agent attempts to participate in a particular campaign, the dialing agent computer 20 requests to join the campaign (dialing agent software) with the campaign identification information (related to the particular campaign selected by the dialing agent). (By) to central data server 100. Upon receiving such a request to participate in the campaign, the central data server 100 checks to see if the speaker has already participated in the campaign, and if the speaker has not yet participated in the campaign, the dialing agent speaks. The dialing agent is allowed to participate in the campaign when the speaker participates in the campaign, forcing them to wait until the person participates in the campaign. Such a mechanism is to update the specific settings of the campaign (eg, but not limited to, block or unblock caller IDs, customer list, etc.) until the very last moment before the speaker joins the campaign. And allow you to update customer data (customer data attributes that appear as part of the list, such as customer account name, customer contact name, title, phone number, email, address, note history, etc.) Gives flexibility.

In an alternative embodiment, the dialing agent should participate in the campaign at any time after the campaign is created, if the implementation preference allows the campaign settings and customer data to be updated only until the campaign is created. May be allowed, so you don't have to wait for the speaker to join the campaign.

The campaign time schedule can be used to schedule the availability of dialing agents and speakers, and if the campaign starts outside of the pre-scheduled hours, the time schedule will not work as a constraint. You may. FIG. 7 is an exemplary screen view showing interface 550 for a dialing agent or speaker to select and attempt to participate in a campaign. As shown in Figure 7, interface 550 is assigned a campaign name field 552 to select a campaign to join, a list name field 554 to display the name of the list selected during the creation of the campaign, and the campaign. Speaker name field 556 to list the speakers, dialing agent name field 558 to display the dialing agents assigned to the campaign, start time field 560 to display the campaign start time, and campaign Includes an end time field 562 to display the end time of.

Depending on the security level of the dialing agent and / or the speaker, the dialing agent and / or the speaker decides to participate in the campaign, but is not limited to this, and edits the campaign, based on the preference of the method of implementation. You may be allowed to do, create a new campaign, or delete a campaign. Although not required, requiring the dialing agent and / or speaker to log in to the system through the central data server 100 allows verification of identity.

Returning to Figure 6, when the dialing agent and / or speaker participated in the campaign, as shown in block 504, (received as part of the request sent by the dialing agent's computer to participate in the campaign, The campaign customer list (related to the campaign identity) and associated customer data is transmitted from the central data server 100 to the dialing agent and / or speaker computer participating in the campaign. To ensure that the dialing agent computer 20 and talker computer 24 have all the data needed during the interaction with the customer before the dialing agent decides to call the customer on the customer list. The customer list and customer data will be transmitted at the time of participation in the campaign. In particular, according to the system and method, the dialing agent computer 20 and the talker computer 24 include customer data before the dialing agent decides to call.

In a further alternative embodiment, the central data server 100 can transmit only a portion of the customer data required to act as a dialing agent to the dialing agent computer 20 and act as a speaker. Only a part of the customer data necessary for the talker computer 24 can be transmitted.

In a first exemplary embodiment of the invention, a speaker lists a customer list (in the correct order that matches the customer list in the dialing agent computer) before the dialing agent decides to call the customer. And as long as you have the customer data on your computer, you can transfer the customer list and related customer data at any time before launching the campaign.

In another alternative embodiment of the invention, the dialing agent may be allowed to participate in the campaign before, after, or at the same time as the speaker participates in the campaign, after participating in the campaign. Until the very moment the speaker presses the "move" button displayed by the talker computer 24, some part of the campaign's specific settings (eg, but not limited to, blocking or unblocking caller IDs, customer list, etc. And update customer data (and other settings), and customer data (customer account name, customer contact name, title, phone number, email, address, memo history, etc., that is displayed as part of the list. Attribute) can be given flexibility to allow it to be updated. The above flexibility may have updated the specific settings of the campaign and the updated part of the customer list (with customer data) when the speaker pressed the "move" button. Transmission from one component of system 10 (eg, but not limited to the talker computer 24) to another component of system 10 (eg, but not limited to, dialing agent computer 20) that needs to be aware of such updates. Can be realized by.

In another alternative embodiment of the invention, the dialing agent is allowed to participate in the campaign before, after, or at the same time as the speaker participates in the campaign, and the speaker participates in the campaign. Even after pressing the "Move" button, you can give flexibility to allow specific settings for the campaign and updates to specific parts of customer data (ie, updates while the campaign is in progress). Is allowed to do). The above flexibility can be achieved by synchronizing updates made within one component of System 10 with other components that need to know such updates in real time (or near real time). Behavior can be modified in real time (or near real time). For example, while a campaign is in progress, a speaker may recognize that a customer is not the correct target when reviewing the customer record memo history displayed in the talker computer 24, and therefore the speaker is associated with that customer record. The call prohibition flag will be set. Such updates are propagated to the central data server 100, which forces the central data server 100 not to select that particular customer record for dialing (if that customer record has not yet been dialed). As another example, the speaker changes the caller ID for the campaign while the campaign is in progress, and such updates are propagated to the central voice server 150 for further use. It should be noted that such updates can be propagated to the central data server 100 in order to allow the central data server 100 to store updated information within itself for future use, based on implementation preference. ..

In another alternative embodiment, the dialing agent can allow the speaker to participate in the campaign before, after, or at the same time, and update synchronization is between various components of the system. It is done in. The central data server 100 dials the customer list agent computer 20 and talker computer 2 until the speaker presses the "move" button to start the campaign.Do not transmit to 4. When the speaker presses the "move" button by using the talker computer 24, the central data server 100 can select the first batch of customer records for dialing, dialing that batch with the agent computer 20 and It is transmitted to the talker computer 24. Upon completing the dialing of a portion of that batch, the central data server 100 can select the next batch of customer records for dialing and transmit such next batch to dialing agent computer 20 and talker computer 24 ( This cycle continues until the entire customer list is empty or the campaign ends). Upon receiving each batch of customer records for dialing, the dialing agent computer 20 and talker computer 24 can add the batch to the currently displayed customer record. Previously dialed customers associated with the previous batch (no longer need to stay within dialing agent computer 20 and / or talker computer 24) to keep computer memory usage low, based on implementation preference Records may be removed from dialing agent computer 20 and talker computer 24. Each customer record can have relevant priority information (located within one or more fields of the customer record), and the central data server 100 uses such priority information to, but is not limited to. Move that customer record up or down in a series of dynamically selected customer records to dial from start to finish in a batch, or in a campaign (or within a specific time period) You can determine the number of times a particular customer record can reappear, the time interval between two consecutive calls to the same customer record, etc., which allows you to make multiple calls to.

Continuing with the alternative embodiments described above, any user of the system can insert new customer records before launching a campaign or during a dialing session, based on method preferences (only this). Customer data can be updated (including, but not limited to, priority information) and updated as part of the logic used by the central data server 100 to select the customer record to dial within the next batch of customer records. It should be noted that other information can be used. In addition, Central Data Server 100 uses the same additional logic to move a particular customer record up or down in a dynamically selected set of customer records to dial from beginning to end of a batch. Calls leading to the telephone operator can ensure that multiple customer records are not displayed next to each other in the call list. The above flexibility may be needed to prevent multiple dialing agents from calling the same telephone operator at the same time. The central data server 100 can select customer records for dialing only if the call permission checkbox is checked. If the Call Permission checkbox is checked, Central Data Server 100 will only allow customers if the current date and time is after or after the date and time specified in the Until then call prohibited field in the customer record. You can choose to record. Based on implementation preference, when dialing agent computer 20 requests the next customer record for dialing, ensure that the central data server 100 selects only one customer record for dialing, dialing agent computer 20 and talker. By transmitting to the computer 24, the modified form of the above embodiment can be carried out. It should be noted that the central data server 100 sends each customer record by itself only just before dialing, so there is no need to separately send a customer's unique ID to inform the dialed customer record. The newly received customer record will be sent to the dialing agent. If you add to other previously received customer records that were dialed before being started by the computer 20, the newly received customer record that you are dialing to show which customer record you are currently dialing. May need to be highlighted. If multiple dialing agents are participating in the campaign, there may be multiple customer records dialed simultaneously by multiple dialing agents, and such multiple customer records currently being dialed to view the customer records. It should be noted that the customer record can be transmitted to the talker computer 24. When adding such newly received customer records to other previously received customer records in Talker Computer 24, currently dial to distinguish the customer record being dialed from the customer record previously dialed before receipt. It may be necessary to highlight the newly received customer record that you are doing. When a dialing agent transfers a customer call, the related customer record must be highlighted differently within the talker computer 24 to distinguish the transferred customer record from the customer record being dialed. Should be noted. Such notification of the customer record to which the call was transferred can be achieved by transmitting the relevant customer record and then transmitting the customer's unique ID before initiating the dialing of the customer record. .. Those skilled in the art will know the various techniques that can be used within the scope of the above embodiments. Should. When adding such newly received customer records to other previously received customer records in Talker Computer 24, currently dial to distinguish the customer record being dialed from the customer record previously dialed before receipt. It may be necessary to highlight the newly received customer record that you are doing. When a dialing agent transfers a customer call, the related customer record must be highlighted differently within the talker computer 24 to distinguish the transferred customer record from the customer record being dialed. Should be noted. Such notification of the customer record to which the call was transferred can be achieved by transmitting the relevant customer record and then transmitting the customer's unique ID before initiating the dialing of the customer record. .. Those skilled in the art will know the various techniques that can be used within the scope of the above embodiments. Should. When adding such newly received customer records to other previously received customer records in Talker Computer 24, currently dial to distinguish the customer record being dialed from the customer record previously dialed before receipt. It may be necessary to highlight the newly received customer record that you are doing. When a dialing agent transfers a customer call, the related customer record must be highlighted differently within the talker computer 24 to distinguish the transferred customer record from the customer record being dialed. Should be noted. Such notification of the customer record to which the call was transferred can be achieved by transmitting the relevant customer record and then transmitting the customer's unique ID before initiating the dialing of the customer record. .. Those skilled in the art will know the various techniques that can be used within the scope of the above embodiments.

Returning to the first exemplary embodiment of the invention, in the tabular list on the computer 20 of each dialing agent associated with the campaign and on the computer 24 of the speaker associated with the campaign, the particular campaign is relevant. You can display a list of customers to do. It should be noted that this list does not have to be tabular.

Figure 8 is an example of a screen view showing the interface 590 provided to the dialing agent while the dialing agent attempts to participate in the campaign, forcing the dialing agent to wait for the speaker to participate in the campaign. Be done. Alternatively, if the speaker participates in the campaign, the dialing agent is allowed to participate in the campaign. This example assumes that there is only one speaker and one or more dialing agents, but the system and methods have one or more dialing agents and one or more dialing agents in a campaign. It should be pointed out that you may have a speaker.

After participating in the campaign by the talker computer 24, as shown in block 506, the speaker causes the central voice server 150 to call the phone number of the talker phone 26, or the speaker uses the talker phone 26. Join the voice conference bridge hosted within the central voice server 150 by manually calling the conference bridge's phone number. When joining a voice conference bridge, the speaker may hear the music on hold played within the conference bridge, or the speaker may simply be on hold.

FIG. 9 is an example of a screen view showing the interface 600 provided to the dialing agent after the dialing agent participates in the campaign. As shown in FIG. 9, interface 600 provides a view of the customer list associated with the campaign. The customer list fields are account name field 602, contact name field 604, phone number field 606, email field 608, last result field 610 to reveal the result of last call and note history, creation date field. 612, and contact status field 614 to keep track of status (eg, but not limited to, "I'm interested in seeing a trial version", "Proposal submitted", "Contracted", etc.) Including. Before you start dialing a customer, it should be noted that the customer list and customer data are on the dialing agent computer 20.

Interface 600 also includes a status window 616 to reveal the current status of the campaign to dialing agents. Current window 616 shows the campaign name field 618 to display the campaign name assigned to the dialing agent, the campaign time field 620 to display the scheduled start time of the campaign, and whether the campaign is ready to start the campaign. Not ready to start, or the speaker is busy, the speaker is leaving the conference bridge, the speaker is not yet in the conference bridge, the speaker is displayed by the talker computer 24 Includes a campaign status field 622 to indicate if the campaign is pending, such as because you have not yet pressed the "move" button to start the campaign. Current window 616 shows the account field 624 to indicate the account name of the record currently being transferred, the contact field 626 to indicate the contact currently being transferred, and the phone number of the contact currently being transferred. Also includes a telephone number field 628 for, and a call status field 630 for indicating the current call status. Current window 616 also includes a transfer button 632 that allows the dialing agent to transfer the call to the speaker, as described in more detail below.

Figure 10 shows a screen view showing the interface 650 provided to the speaker after the speaker has participated in the campaign using the talker computer 24, but has not yet joined the audio conferencing bridge using the talker phone 26. This is an example. Interface 650 provides various fields suitable for the speaker (but not limited to, campaign name, campaign start time, campaign status, conference bridge phone number, conference bridge ID, password, number of dialing agents who participated in the campaign, etc. Shows the number of customer records dialed so far, the number of customer calls transferred so far, customer record fields currently being transferred, etc.). In addition, FIG. 11 is an example of a screen view showing the interface 700 provided to the speaker after the speaker participates in the campaign using the talker computer 24 and after joining the audio conferencing bridge using the talker phone 26. Is. As shown in FIG. 11, the status window 702 of interface 700 displays the status of system 10 as ready to start. It should be noted that the status window 702 can be implemented as part of the window where the customer list is displayed along with the customer data, based on implementation preference.

According to the first exemplary embodiment, i) the speaker participates in the campaign by the talker computer 24, ii) the speaker is connected to the audio conferencing bridge by the talker phone 26, and iii) one or more dialing. When the agent participates in the campaign on his computer and is ready to dial the customer, he is ready to launch the campaign.

FIG. 12 is a flow chart 750 showing the actions initiated and executed during the start of the campaign. Although FIG. 12 shows one dialing agent, there may be multiple dialing agents in the system, and as a result, those skilled in the art will be able to perform the steps in FIG. 12 by each dialing agent. Will be understood. The dialing agent computer 24 checks to see if the campaign is pending, as shown in block 752. Even if you are ready to start the campaign, run the campaign until the speaker presses the "Move" button or takes another step to indicate that the speaker is ready to start the campaign. Can be put on hold. If the speaker so desires, before launching the campaign by pressing the "Move" button, press the button provided by the Talker software on the Talker computer 24 and the dialing agent will result in the customer call reaching the customer's voicemail. Whenever a customer encounters a customer's voicemail, the speaker may pre-record the voice message by requesting one or more dialing agents to play the pre-recorded voice message. it can.

As shown in block 754, when the campaign begins (meaning the campaign is not pending), the dialing agent computer 20 uses the dialing agent software to uniquely identify the record of the particular customer making the call. Request information from central data server 100. For the sake of brevity, dialing agents are referred to here in singular terms, but there may be multiple dialing agents participating in a campaign and performing actions related to the dialing agent.

As shown in block 756, the central data server 100 responds to the dialing agent computer 20 by transmitting the customer's unique identification information to the dialing agent computer 20, while at the same time the central data server 100 is one of the same customers. Information according to consciousness is transmitted to the talker computer 24. The customer's unique identity is specially designed to be very short in size. For example, a customer's unique identity can simply be a row identifier starting at 1 to n (where "n" is the maximum number of records displayed by the customer list).

In one embodiment with multiple dialing agents, the central data server 100 assigns different records in the customer list to different dialing agents to avoid conflicts. Customer records dialed by the dialing agent are highlighted on the dialing agent's computer screen as well as on the speaker's computer screen.

As shown in block 758, the dialing agent computer 20 uses the dialing agent software to search the customer list for customer records related to the customer's unique identification information received from the central data server 100, and the dialing agent computer 20. Highlight the customer record in the on-screen tabular list seen by the dialing agent related to 20. At the same time, the talker computer 24 searches for the same customer record with the talker computer software and highlights the customer record in the on-screen tabular list associated with the talker computer 24 that the speaker sees.

If multiple dialing agents are dialing customer records in the customer list at any given time, all such customer records dialed by different dialing agents are tabulated on the speaker's computer screen. Highlighted in the list. It should be noted that the customer list may or may not be displayed in the form of a tabular list on the dialing agent computer 20 or the talker computer 24. The speaker can review the customer's memo history being dialed and be ready to process the transferred customer call. By following this sequence, the speaker can review the customer data and prepare for the transferred customer call before receiving the customer call (described below). In this way, the speaker receives and reviews customer data in advance long before the call is transferred, and knows the customer record being dialed, so that the speaker transfers the customer call to the speaker and the speaker. You can immediately start a significant conversation between you and your customer. Based on the method of implementation preference, certain parts of customer data that the speaker needs to review can be easily displayed within the talker computer, and additional parts of customer data can be obtained by clicking on specific icons or buttons or links. It should be noted that when a speaker requests such a piece of data, it can be retrieved from the database and displayed to the speaker. According to the first exemplary embodiment of the invention, the speaker can also review the customer's memo history in the upcoming list if time permits.

Instead of transferring customer data along with call transfer as traditional systems did, the system and method highlights the record currently being called and highlights the call being transferred to the speaker. Transfers unique identification information for, and the currently called customer is highlighted differently than the customer being transferred to the speaker. The process of transferring and highlighting unique identification information is described in more detail below.

Central voice as soon as there is a request from dialing agent computer 20 to start dialing a particular customer's phone number (related to the unique customer identification information received from the central data server), as shown in block 760. Server 150 begins dialing that phone number. It should be noted that the purpose of the function shown in block 760 is to establish a call between the dialing agent and the customer. The dialing agent uses his phone 22 to navigate phone menus, interactive voice answering systems, wrong phone numbers, phone operators, etc. to reach the right customers. Depending on the preference of the method of implementation, the dialing agent computer can send the dialing request directly to the central voice server 150 or indirectly via the central data server 100 to the central voice server 150. According to the first exemplary embodiment, the dialing agent has not previously participated in a voice conferencing bridge hosted within the central voice server 150. When the dialing agent computer 20 requests the central voice server 150 to start dialing a specific customer's phone number (related to a unique customer ID), the central voice server 150 begins dialing the dialing agent phone 22. When the dialing agent answers the dialing agent phone 22, the central voice server 150 begins dialing the customer's phone and bridges the customer call with the dialing agent. It should be noted that the dialing agent phone 22 can be configured to answer automatically (sometimes referred to as "auto answer") when called by the central voice server 150, based on the preference of the method of implementation. In that case, the dialing agent telephone 22 automatically answers without having the dialing agent answer.

In an alternative embodiment according to the invention, after the dialing agent participates in the campaign by the dialing agent computer 20, the dialing agent causes the central voice server 150 to call the telephone number of the dialing agent telephone 22. Alternatively, the dialing agent joins the voice conference bridge hosted within the central voice server 150 by manually calling the conference bridge phone number using the dialing agent telephone 22. When joining a voice conference bridge, the speaker may hear the music on hold played within the conference bridge, or the dialing agent may simply be on hold. In the above embodiment, when the dialing agent computer 20 requests the central voice server 150 to start dialing a specific customer's telephone number (related to a unique customer ID), the central voice server 150 requests the customer's telephone. Start dialing the number and bridge the customer call with the dialing agent waiting in the conference bridge. Those skilled in the art will know the various techniques that can be used to achieve the functions shown in Block 760.

In an alternative embodiment, the function shown in block 760 is as soon as the central data server 100 transmits the customer's unique identification information to the dialing agent computer 20 and the talker computer 24, as shown in block 756. This can be done by asking the central voice server 150 to dial the customer's phone number (related to the unique identity) from the central data server 100, thereby the customer record as shown in block 760. Eliminates the need for dialing agents to make requests to dial.

In an alternative embodiment, when calling a customer, the displayed caller ID can be dynamically customized based on the attributes of the customer's phone number. For example, but not limited to this, based on the geographic area code of the customer's phone number, the caller ID belongs to the same area code as the customer's area code, or is closer to the customer's area code. It can be a telephone number belonging to.

FIG. 13 is an example of a screen view showing interface 780 provided to the dialing agent while the customer is dialing. As shown in Figure 13, the customer record of the currently dialed customer is highlighted (782), so the dialing agent knows which customer is currently dialed. In addition, an interface window 784 is provided to give the dialing agent the current call status and allow the dialing agent to give instructions to the dialing agent computer 20. As shown in FIG. 13, interface window 784 displays the campaign name, campaign time, campaign status, account name, contacts, phone number, and call status for the current call. Dialing agents are given the option to hang up, take a break, and dial the next number. In addition, there is an option to play a voice message (a pre-recorded speaker voice message that can be played whenever the dialing agent encounters the customer's voicemail as a result of the customer's call reaching the customer's voicemail). Given on interface window 784. In addition, the option to transfer the call to the speaker is given on interface window 784.

Each dialing agent can take a break by clicking the "Break" button, in which case the dialing agent software will stop and the dialing agent will take a break until the "Resume" button is clicked. to enable. If there is already a customer call in progress when you click the Break button, it may not be appropriate to hang up the call, instead the dialing agent will use the dialing agent phone 22 to make the call. It should be noted that you can continue to complete and then take a break. The speaker can take a break by pressing the "hold" button, in which case the talker computer 24 requests the central data server 100 to hold the campaign, the central data server 100 holds the campaign, and " Allows the speaker to rest until the "Move" button is pressed. After the campaign is put on hold, i) the dialing agent is not allowed to transfer any further calls to the speaker, and any previously initiated call will have a specific default task (hang up, now hang up). , Dial again when the campaign resumes, follow the default script, etc.) and process it by the dialing agent, ii) the dialing agent is not allowed to start a new call. In an alternative embodiment with multiple speakers, when a speaker requests a break by pressing the "hold" button, only that particular speaker can be given a break (ie, that particular story). A person skilled in the art can continue the campaign if at least one other speaker is ready to take a transferred customer call). I know. The campaign may not be put on hold as long as at least one speaker is ready to take the transferred customer call.

FIG. 14 is a flow chart 800 showing the process of processing a call after dialing by the central voice server 150. As shown in block 802, the dialing agent recognizes the voice of the actual customer in the call to determine if the correct customer is in contact. Based on the implementation of the speech recognition technique, the dialing agent can make the above determination with or without the help of the speech recognition technique.

If it determines that it is not possible to contact the correct customer, as shown in block 804, the dialing agent is pre-recorded by the speaker (if the customer call ends in the customer's voicemail), for example, but not limited to this. Certain defaults, such as playing a pre-recorded voice message, leaving a voice message using the voice of a dialing agent (if the customer call ends in the customer's voicemail), entering a note in the customer record, etc. Do the work.

As shown in block 806, if the dialing agent determines that the correct customer has been contacted (by recognizing the actual customer's voice in the call), the dialing agent transfers the transfer provided by the dialing agent software into interface window 784. Press the button and determine the status of the campaign to know if the campaign is pending. The campaign is pending for a variety of reasons, including a speaker being on a call with another customer or the speaker being away from the system. If the campaign is pending, the customer call cannot be forwarded because there is no free speaker to talk to the customer. It should be noted that the central data server 100 can keep track of the status of the campaign and keep updating the status of the campaign on the dialing agent screen. Checking the status of the campaign is done by continuous monitoring (at short time intervals) to see if the speaker is ready to make a customer call (eg, but not limited to, the speaker is a conference bridge). It can be done by the software of the central data server 100 by checking if it is still waiting within and by checking if the talker computer 24 is continuously communicating with the central data server 100). .. Campaign status information is also maintained proactively. Such campaign status information can be used to take proactive measures within the system, such as, but not limited to, the measures described in the following statement.

If the dialing agent recognizes the status of the campaign as pending before attempting to transfer the call, the dialing agent does not have to attempt to press the transfer button provided by the dialing agent software, instead by block 808. Proceed to the steps shown. If it determines that the campaign is pending, as shown in block 808, the dialing agent performs certain default tasks, such as talking to the customer and scheduling a reservation for the speaker and customer to contact later. ..

If it determines that the campaign is not pending, as shown in block 810, the dialing agent software forwards the call to the speaker's conference bridge and notifies the central data server 100 with the forwarded customer's unique identity. .. At the same time, when the call is transferred, the central data server 100 puts the campaign on hold, ensuring that another dialing agent cannot transfer another customer to the speaker.

Based on the preference of the implementation method, the call transfer function shown in block 810 allows the dialing agent software to send transfer commands directly to the central voice server 150, or indirectly to the central voice server 150 via the central data server 100. It can be carried out by sending it. In an embodiment in which the dialing agent computer 20 indirectly sends a customer call transfer request to the central voice server 150 via the central data server 100, the dialing agent computer 20 sends a request to transfer the customer call to the central data server 100. Can be sent to. Upon receiving the request, the central data server 100 can check if the campaign is pending, and if it determines that the campaign is not pending, the central data server 100 puts the campaign on hold and then makes a customer call (central). It can be transferred to the speaker's conference bridge (by sending a request to the voice server 150).

When the call is transferred, the music on hold that was playing for the speaker stops (if the music on hold is playing), a short beep is played to draw the speaker's attention, and the speaker plays. You can start a conversation with the customer. When the customer call is transferred, at the same time, the central data server 100 receives the transferred customer's unique identification information from the dialing agent computer 20, and then transmits the transferred customer's unique identification information to the talker computer 24. ..

In another embodiment of the invention, upon a call transfer request from the dialing agent computer 20 (shown in block 810), the central voice server 150 will first place a pre-recorded voice greeting pre-recorded by the speaker. It can start playing to the calling customer and then forward the customer call to the speaker (or such pre-recorded greeting can be played in parallel while forwarding the customer call to the speaker). .. The above configuration can keep the customer's attention while transferring the customer call, giving the speaker a few seconds extra time to start the conversation. Note that when a customer call is transferred, the speaker can hear his pre-recorded greeting being played back to the customer, wait for his greeting to finish playing, and then start the conversation. Should be.

As shown in block 812, the customer records associated with the transferred unique identification information are highlighted differently within the tabular list displayed on the talker computer 24. The transferred customer unique identification information is already provided to the talker computer 24 when the dialing agent initiates dialing, and the relevant customer record is stored in the talker computer 24 to allow the speaker to prepare. Highlighted (before call transfer) and one of the same customers to inform the speaker which of the several customers dialed during the step shown in block 810 was transferred. Send the consciousness-specific information for the second time. Since the speaker has already reviewed the customer data before the call is transferred, the speaker can respond effectively without delay and have a productive conversation. It should be noted that highlighting the customer record associated with the transferred unique identity information can be performed in many different ways. As an example, the customer record associated with the transferred unique identification information can be highlighted in a different color than the other dialed customer records on the customer list.

According to the present invention, when the dialing agent terminates the customer call, the dialing agent computer 20 can transmit the customer's unique ID and the status of the terminated call to the central data server 100, and the central data server 100 Notifies the talker computer 24 of the customer's unique ID and provides it as if the call status has been terminated. The dialing of the customer record is finished, and upon receiving such information, the talker computer 24 can remove the highlighting of the customer record (instead of removing the highlighting of the customer record, based on the preference of the implementation method). , The customer record is dialed, and the customer record may be highlighted in a different color or shade to indicate that such dialing ended without ending the transfer of the customer call).

FIG. 15 is an example of a screen view showing the interface 900 provided to the speaker when the dialing agent dials three customer records. As shown in FIG. 15, three currently dialed customer records are highlighted (904) to show the speaker which customer record is currently dialed. Memo history 906 is displayed to the speaker. In addition, the status window 902 displays the campaign status, the number of dialing agents currently dialing, the number of dials so far, and other relevant information. The status window 902 provides an option to put the campaign on hold and an option to move it.

FIG. 16 is an example of a screen view showing the interface 950 provided to the speaker when the customer call is transferred to the speaker and the other two customer records are dialed. As shown in Figure 16, the transferred customer records are shaded differently (956) to distinguish them from the other two dialed customer records 958. In addition, the status window 952 shows currently transferred customer record fields (account name, contact name, phone number, etc.), campaign status, number of dialing agents currently dialing, number of dials so far, and more. Display related information. In addition, a window 954 is displayed in which the speaker enters notes and schedules follow-up.

According to the present invention, when the dialing agent transfers a customer call or terminates a customer call that did not end in a call transfer, the dialing agent computer 20 repeats the steps of FIG. 12 for dialing by the central data server 100. You can continue to dial the next customer record associated with the next customer's unique identity transmitted. This cycle can continue until the dialing agent leaves the campaign or ends the campaign.

According to the present invention, although not required, dialing agents and speakers can update customer information and notes and schedule follow-up events. For example, a dialing agent may say that a particular customer is no longer working for a company, or that the phone number is the wrong phone number, or that another contact within the company is the appropriate decision maker. The dialing agent will either insert a new customer record or modify the customer information so that it may know and properly reflect the current information. Furthermore, in this system, the number of dials made by each dialing agent, the number of calls transferred by each dialing agent, and the duration of calls by the central data server 100, the central voice server 150, the talker computer 24, and the dialing agent computer 20 Collect various data such as time. You can generate a report based on the collected data.

According to an alternative embodiment of the present invention, when the speaker decides to end the campaign, the speaker closes the campaign screen on the talker computer 24. When such closing the screen in the talker computer 24, the central data server 100 is requested to end the campaign, and the central data server 100 notifies the central voice server 150 to end the campaign (central). The voice server 150 terminates the campaign by terminating the speaker's telephone connection to the audio conferencing bridge), changing the status of the campaign as terminated or terminated. By having the dialing agent software continuously monitor at short time intervals to know if a campaign has been terminated, this embodiment causes all dialing agents for that campaign to close their respective screens and campaign. Knowing that has been censored, the dialing agent software can force the dialing agent to close its screen. When the campaign resumes, the speaker can tell the central data server 100 to start dialing from a particular customer record in the customer list (rather than starting from the top of the customer list).

In one embodiment of the invention, the central data server 100 can be implemented using web application server technology or stand-alone server technology that interacts with other components of the system 10 through client-server technology. The central voice server 150 can be implemented using a PBX system such as Asterisk. The dialing agent software and talker software use independent code that communicates with other components of the system by client-server technology, or by using a web browser with Ajax technology or plug-ins of the web browser, or, for example, Java (registration). It can be implemented using a combination of automatic code distribution from a web server to a browser using technology not limited to (trademark) or ActiveX and web technology. The system may or may not be integrated with third-party customer relationship management (CRM) to perform the functions of the central data server, dialing agent software, and talker software. Communication between the central voice server 150 and the other components of system 10 may or may not pass through the central data server 100. Based on implementation preference, communication between any two components of System 10 is not limited to this, such as Ethernet®, Internet, TCP / IP, shared memory-based communication, shared storage-based communication, etc. It can be achieved using various mechanisms. Moreover, based on implementation preference, communication between any two components of System 10 can be achieved using messages with different content. For example, when a customer call is transferred, the central data server 100 uniquely identifies the transferred customer record within the talker computer 24 instead of transmitting the unique customer identification information associated with the transferred customer. A portion of the customer record that can be used for this can be transmitted to the talker computer 24. Based on the preference of the implementation method, the system

Based on the type of technique used to communicate between any two components of System 10 and the selection of methods used to implement the present invention, the components may only function as clients or only as servers. Can, or can act as both a client and a server. Based on the method of implementation preference, the functions performed by each component of the system, including, but not limited to, the central data server, central voice server, talker software, and dialing agent software, are specific functions (all). A function or part of a function) can be removed from one component and rebuilt by entrusting the function to be performed by another component. In one embodiment, the central data server 100 runs, involving transmitting the customer list to one or more components of system 10 (eg, including, but not limited to, a dialing agent computer 20 and a talker computer 24). Some of the features to do so centrally retrieve the customer list directly from an accessible file or database and provide the data needed for coordination between the components of System 10, such as, but not limited to, campaign status. Limit the functions of the data server 100. In an alternative embodiment, the dialing agent computer 20, the talker computer 24, and the central voice server 150 are communicated between them and coordinated between them to delegate all the functions performed by the central data server 100. The overall functionality of the system 10 of the invention can be achieved, thereby eliminating the need to have a central data server 100 as part of the system 10. To achieve the above example, by (but not limited to, but not limited to, dialing agent computer 20, by local memory within each component, which is synchronized with, but not limited to, shared memory or the local memory of other components. Techniques such as communication and coordination between multiple components of system 10 (including car computer 24 and central voice server 150). Communication via shared memory has various components of system 10 in a computer (including, but not limited to, servers, computer clusters, computer networks, etc.) that allow multiple components to access such shared memory. It should be noted that this is a possibility when implemented as such. Such implementations in which the various components of System 10 (such as, but not limited to, Dialing Agent Computer 20 and Talker Computer 24) are in the computer (which allows shared memory access between the components) are as follows: It can be realized by using the technique described in.

It should be noted that the dialing agent computer 20, the talker computer 24, and any other computer that needs to interact with the user in the system 10 can be implemented by having a computer terminal that allows access to the remote computer. And the remote computer performs the functions of the computer. In such a mechanism, specific resources (including, but not limited to, screens and peripherals) and events of the remote computer are mapped to the computer terminal. The above implementation is not limited to this, but can be realized by using technologies such as a remote desktop client, a remote desktop connection, a remote desktop server, a computer terminal, and a terminal server. For example, the dialing agent computer 20 can be a computer terminal having remote desktop client software that connects to a remote desktop server (with dialing agent software), and the dialing agent can be a dialing agent located within the remote desktop server. The agent software interface is allowed to be viewed (and interacted with with the dialing agent software) by the computer terminal. As another example, similar to the above example, the talker computer 24 can be a computer terminal that allows the speaker to see and interact with the talker software in the remote desktop server. It should be noted that by using the above technique, it is possible to put the dialing agent software, talker software, central data server 100, and central voice server in the same server (to the preference of the implementation method). Therefore, such components can be implemented as software modules within the server). Based on implementation preferences, such servers may provide shared memory access to various components of the system for communication and coordination purposes.

In addition, one component of the system can send and receive information directly or indirectly through one or more components with another component. For example, based on the preference of the implementation method, the call transfer function shown in block 810 (FIG. 14) can be implemented by having the central voice server 150 send a call transfer request directly from the dialing agent software. Alternatively, the same call transfer function can be performed by having the central data server 100 send a call transfer request from the dialing agent software, and the central data server 100 receives the call transfer request to the central voice server 150. send. As another example, in the step shown in block 504 (Figure 6), instead of transmitting the customer list and associated customer data to the dialing agent computer 20 and / or the talker computer 24, the central data server 100 uses the customer list. Only sources of information (eg, but not limited to, specific databases) for obtaining information and relevant customer data can be transmitted, and the dialing agent computer 20 and / or the talker computer 24 is designated by the central data server 100. Customer data can be obtained from the source of information.

Based on implementation preference, each component of System 10 can be a logical component implemented by having multiple instances of the component work with or without coordination between such instances. Such an implementation may be necessary to improve the characteristics of the system 10, such as, but not limited to, scalability, reliability, redundancy, and availability. Some of the techniques available in such implementations may include, but are not limited to, clustering, load balancing, distributed computing, and cloud computing). For example, the central data server 100 can be implemented by configuring multiple computers to function as a cluster, and for that purpose, but not limited to this, it maintains high availability and the entire central data server 100. Balance the workload between the computers in the cluster to keep costs, and perform the functions performed by the non-operating computers (when the computers in the cluster are not functioning due to a failure, or for maintenance by maintenance personnel. Includes delegating to other computers in the cluster (when intentionally stopped). Keep in mind that if a component of System 10 is implemented by having multiple instances (as described above), one or more instances may or may not share the same processor, memory, storage, etc. Should. Those skilled in the art will appreciate the various forms of techniques and techniques that can be used to carry out the present invention.

The customer record highlighting described herein highlights the dialing agent screen and the speaker screen for dialed customers, currently transferred customers, previously transferred customers, and calls. To distinguish between customers who did not end in a transfer, who previously failed to dial, who the dialing agent successfully played a pre-recorded voice message pre-recorded by the speaker, and to represent the situation of other customers. It should be noted that it can be used for. In addition, highlighting is not limited to this, changing colors, blinking, circles, shading, changing the boundaries surrounding customer information, and displaying customer information in specific areas of the screen. It can be done by one or more of many different methods, such as displaying within, pointing the information displayed on the computer to the customer, and so on.

In addition to the above, according to the first embodiment, the system knows the speaker in advance when transferring a call, because a particular speaker is preselected for a given campaign, and the system No need to look for a free speaker when transferring a call. Therefore, the speed of transferring calls is faster.

The various components of the system can be designed to continuously update each other (with short time intervals between updates), and such updates need to be exchanged between the components, not limited to this. It can include updating some information, and updating information about whether the connection between components is successful. Such updates can be performed by having one component continuously poll (with short time intervals between polls) another component in order to not only give the update but also receive the update at the same time. If the technology used to implement it allows, such updates may be made asynchronously by having one component send the updates to other components only if there is a change in the information that needs to be exchanged. it can. The system ensures proper authentication of system users and proper authorization to access and / or update different parts of the data in the system to access various features of the system. It should be noted that it can be implemented to perform security checks at various steps.

It is also useful to have a policy for handling customer calls when the speaker is in a call. According to an alternative embodiment of the invention, when a call is transferred, the speaker is in a call when responding to the call transferred to the conference bridge (the speaker is ready and waiting). The campaign data server software puts the campaign on hold. After the campaign is put on hold, you can disconnect any other ongoing calls between the dialing agent and the customer and, based on your options, dial again when the campaign resumes, or dialing. The agent can also continue the call and talk to the customer to arrange a scheduled time for the speaker to contact the customer later.

According to another alternative embodiment of the invention, in addition to highlighting the dialed customer record on both the dialing agent computer 20 and the talker computer 24, the system provides incremental updates to the customer record. (incremental updates) can be continuously exchanged between the talker computer 24 and the dialing agent computer 20. In order to achieve such an update exchange without compromising the speed of transferring the call, the incremental update exchange of customer data can be done at a lower priority, and the call (and associated customer's unique identity). The task of transferring the data can be performed with higher priority.

According to a further alternative embodiment of the invention, instead of using the conference bridge as a mechanism within the central voice server 150, the system waits for the speaker to be ready to handle the transferred customer call. Other mechanisms that allow you to do so can be used. Such alternative mechanisms may include, but are not limited to, queues, parking lots, and the like. Those skilled in the art will understand the various types of mechanisms within a central voice server that can be used in systems that implement the present invention.

In the above content, it has been stated that a plurality of dialing agents and a plurality of speakers can be provided in the system and the method, but in another embodiment of the present invention, the system is a transferred customer call. Can be implemented to have multiple speakers waiting in a queue (or an alternative mechanism) to handle. This configuration reduces the possibility that the dialing agent will have to handle the customer call itself due to the speaker being in a call. The more vacant speakers there are, the less likely it is that there will be no vacant speakers to handle the transferred customer call, and thus the dialing agent will handle the customer call itself. It is less likely that you will need it. If multiple speakers are waiting to process the transferred customer call, the central data server 100 may need to select one of the free speakers when transferring the call. The delay associated with such selection of a speaker when transferring a call can be minimized by having the system preselect one of the available speakers to handle the next transferred call. Whenever a preselected speaker is in a call, it is possible to continue such a preselection process (and keep the specified speaker processing the next call transferred). it can.

In addition, multiple people may be involved in the transferred customer call. For example, the system can be implemented to allow one or more people to participate in a customer call with the speaker. The additional person may participate in listening-only mode, listening and conversation mode, or whisper mode in which the person's voice is audible to the speaker but not to the customer. Involvement of additional persons may be necessary for training purposes or to assist the customer with the speaker. Calls between dialing agents and customers are conducted by one or more persons (listening only, whispering to one or more participants, listening and conversation to everyone in the call, for training and instructional purposes. It should be noted that you can participate (in various modes such as).

In an alternative embodiment of the invention, the system 1) techniques such as, but not limited to, executing the correct sequence of numbers stored as part of customer data (with appropriate delay between numbers). By using, to automate all or part of the role of the dialing agent to navigate customer calls (but not limited to, by phone menu and voicemail) until contact with the actual customer, and 2 ) It can be implemented by letting the system know if you have encountered a real human voice in a call. For certain customer records, where the navigation function can be fully automated by letting the system perform the navigation function, the system dials the customer's phone number and navigates the call (by phone menu and voicemail, but not limited to this). When a real customer answers the phone, it can recognize the real human voice and transfer the call to the speaker. For customer records where call navigation can be fully performed by the system, the above configuration can eliminate the need to have a human dialing agent by having the system perform the same call navigation tasks. For a particular customer record, if the system is performing the call navigation function completely without the involvement of a human dialing agent, then it is not necessary to have a separate dialing agent computer and the customer record being dialed. It should also be noted that it is not necessary to display on the screen of the dialing agent computer (instead, the functionality of the dialing agent software has been modified to operate in non-interactive mode as a module within the central data server. Can be implemented). If the speaker is in a call during the transfer of such a customer call (followed by system call navigation), of the secondary speakers waiting to process the call, based on the preference of the method of implementation. You can transfer the call to one of them. The secondary speaker is with the speaker based on the requirements It can be someone with equal skills, more skilled than the speaker, or more immature than the speaker. Customer records cannot be fully automated by having the system perform call navigation functions, which requires a human dialing agent for call navigation, and the system automates certain parts of customer call navigation. Can be used to assist human dialing agents. Each customer record can be marked to see if call navigation is fully possible by the system. Based on a mix of customer records (whether the system is fully navigable or requires a human dialing agent for navigation), you may not have a human dialing agent, or you may not have a dialing agent in your campaign. A smaller number of human dialing agents may work with the system performing the role.

Based on the preference of the method of implementation, in the above embodiments, the system, the user of the system, or the combination of the user and the system is not limited to this, but 1) the customer's telephone number is a direct telephone number. Or if you are connected to a phone menu that you can navigate by pressing a specific number, or 2) if you are connected to a phone menu by dialing a phone number, you will encounter until the call rings the correct target customer's bell. You can update your customer record with information that includes numbers such as menu options and extension numbers that you need to press (with the delay you need to give between each number) to advance through each possible phone menu. During a customer call, the dialing agent navigates the phone menu, but now knows the number the dialing agent presses (with a delay between the numbers), automatically captures it, and stores that information in the relevant customer record. It should be noted that one of the components of this system can be implemented in. While the dialing agent is in a customer call, the system can assist the dialing agent to identify whether the call was made by a real person or the phone menu, and when encountering the phone menu, The system can assist dialing agents by automatically executing the numbers needed to navigate the phone menu. For a designated customer call, the system can fully navigate until the actual person is contacted. If a customer call encounters a real human voice instead of the expected phone menu, the system recognizes the real human voice and forwards the call to the speaker (or based on the preference of the method of implementation). You can transfer the call to a free dialing agent and navigate further until you reach the correct actual target customer, after which the dialing agent will further transfer the call to the speaker). Those skilled in the art will know the various techniques that can be used in the above embodiments.

According to the present invention, any part of (but not limited to) customer list and customer data creation method, campaign creation method, campaign start method, customer list and customer data is transmitted to the dialing agent computer and the talker computer. And there can be many variants of when to transmit and whether to allow changes to customer records while the campaign is in progress. In addition, whether (but not limited to) complete the customer list before launching the campaign and transmit it to dialing agent and talker computers, or based on (small) specific customer record selection logic while the campaign is in progress. There can be many variants of whether to dynamically generate a customer list (per batch of records or one customer record at a time) and transmit it to dialing agents and talker computers. At any given time, the list of customer records and customer data displayed on the dialing agent computer may or may not be the same as that displayed on the talker computer. Regardless of the above modifications, (1) when the dialing agent is dialing the customer record, the same customer record is highlighted in the talker computer at the same time (to achieve this, the customer record is dialed). The Talker Computer shall receive the customer record dialed by the dialing agent at the same time as or before the customer record is highlighted to indicate that), and (2) the customer call is dialing. When transferred by an agent, the customer record associated with the transferred customer call is on the talker computer so that the speaker can distinguish between the transferred customer record and the dialed customer record. It should be emphasized that it is highlighted differently. By following this sequence, the speaker can review customer data and prepare for the transferred customer call before receiving the transferred customer call.

Whenever we refer to "customer records" herein, the fields associated with a particular customer record displayed to the dialing agent may differ from the fields associated with the same customer record displayed to the speaker. It should be noted. Whenever we refer to other terms in this specification "at the same time," "in parallel," "in real time," or "at the same time," or have similar meanings, we refer to computers, telephone systems, and networks. It should be noted that the interpretation should take into account the non-extreme delays associated with speed.

It should be emphasized that the above embodiments of the present invention are merely possible examples of the implementations described for a clear understanding of the principles of the present invention. Many changes and modifications can be made to the above embodiments of the invention without significant deviation from the spirit and principles of the invention. As used herein, it is intended that all such modifications and modifications are included within the scope of the present disclosure and the invention and are protected by the appended claims.