Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
1997-10-17
2001-03-06
Smith, Creighton (Department: 2642)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265080, C379S309000
Reexamination Certificate
active
06198814
ABSTRACT:
BACKGROUND OF THE INVENTION
Predictive dialing systems have greatly increased the efficiency of telemarketing operators, allowing them to spend their time talking to prospects rather than doing the mechanical tasks necessary to establish contact with the prospect. These systems automatically dial telephone numbers from a list stored in a prospect database. Busy signals and unanswered calls are recycled for dialing later, and answered calls are put in a queue to await a non-busy operator. Specified information from the database about the prospect is displayed to the non-busy operator receiving the call. Thus the operators are supplied with a steady stream of prospects on answered telephone lines along with the required information about the prospects. Various computer programs are used to attempt to match the flow of answered calls to non-busy operators, minimizing both the waiting time for prospects and the idle time for operators.
A further desired feature of such systems is the ability to record the outcome of the calls made in the prospect database. The system manager is thereby provided with the information he requires about the call results. As well, typically, once all numbers in the database have been dialed, the system starts through the list of telephone numbers again. The results recorded for the previous call to this number will indicate whether the number should be dialed again or skipped.
Present systems, wherein a computer terminal is available to each operator, allow considerable detailed information to be relayed firstly to the operator about the contact, and secondly to the computer database about the outcome of the call. In many applications however, such detailed information is not necessary, and indeed it may not be necessary that the operator have any information about the prospect he is talking to. Present systems require a computer terminal at each operator station. The prospect information is displayed on the computer screen and the outcome of the call is entered on the computer keyboard. In some systems, such as that disclosed in U.S. Pat. No. 5,341,412 to Ramot et al., control of the telephone functions is also done through the computer keyboard or mouse. Present systems also require a computer network linking all computers to the predictive dialer and the computer database. This network is a frequent cause of failure and downtime in present systems.
A more economical system, with more limited information transfer capabilities would be desirable. Such a system would also be easier to teach to new operators. As well, with a simplified information input system, it is less likely that input errors will occur and the time spent recording call results is reduced.
SUMMARY OF THE INVENTION
It is the object of the present invention to provide, in an outbound predictive dialing application, a system for entering call results into a computer database that is more economical to set-up and maintain than the presently available systems.
It is the further object of the present invention to provide, in an outbound predictive dialing application, a system for entering call results into a computer database that is simpler for the telephone operators to use than presently available systems, and that maximizes the time spent by operators in talking to people by minimizing the time spent entering call results.
It is the further object of the present invention to provide, in an outbound predictive dialing application, a system for entering call results which allows the system manager to configure which call results will indicate that the telephone number should be re-dialed and which call results will indicate that the telephone number should not be re-dialed.
It is the further object of the present invention to provide, in an outbound predictive dialing application, a system for entering call results into a computer database that does not require a computer network linking the elements of the system.
The present invention accomplishes these objects providing a system for entering call results in a computer database in an outbound predictive dialing application, said system comprising a computer, said computer containing a database of prospect records and a matrix of pre-configured call results which can be changed by the system user; a dialing controller operatively connected to a plurality of subscriber telephone lines and to the computer; and a plurality of operator telephones operatively connected to the dialing controller; wherein the computer provides to the dialing controller telephone numbers to be called and each operator telephone receives telephone call connections from the dialing controller, and wherein pressing one or more keys on an operator telephone keypad sends a signal to the computer database through the dialing controller which signal corresponds to a user configured call result, to be recorded in the computer database regarding the results of the telephone call.
The present invention further provides, in an outbound predictive dialing application, a method of entering call results in a computer database, said method comprising storing contact information in a contact database in a computer; using a predictive dialing system to dial telephone numbers from said contact database and deliver answered telephone calls to non-busy operator telephones; sending call results to the contact database by pressing at least one key on the operator telephone keypad, said key or keys corresponding to a user configured call result, and recording said call results in the contact database.
The invention further provides a system and method whereby the recorded call result indicates to the computer either that the number is to be dialed again or is not to be dialed again.
Thus the present invention provides a much simplified system which is much more economical for the purchaser to buy and set up, as there is only a standard analog telephone set at each operator station, instead of a computer terminal. Only one computer is needed, with the keyboard used only by the system manager to access and control the database, and configure the call results to be recorded for a given number pressed on the operator telephone keypads. The system manager can set up the system so that any call result indicated by an entry on the operator telephone keypads will also indicate either that the telephone number should be re-dialed or that the number should not be re-dialed. The predictive dialer itself can be any known dialer, with an appropriate interface allowing transfer of the signals from the operator telephones to the computer database to be recorded there in relation to the prospect called.
The complex software necessary to link computers in a network is also eliminated, along with the associated expense and cause of possible failure and downtime. The only person with access to the computer is the system manager, also reducing the chance of error and downtime.
The present invention is much simpler to use, allowing for faster training of operators, who need to have no computer or keyboard skills. There may be as few as 3 or 4 call results which could each correspond to a different number on the telephone keypad. For example, the numbers on the operator telephone could correspond to the following desired call results:
1- NO, call again;
2- YES, do not call again;
3- Answering machine, call again;
4- Disconnected phone, do not call again.
Alternatively, in the above example, the user could configure the system so that a “NO” result (number 1) will not be called again, or so that a “YES” result (number 2) will be called again.
It is easy to contemplate further combinations of numbers and results that could be accommodated by the system, up to 12 call results using the 12 keys on the telephone keypad. As the entry of call outcomes is done by simply pressing one key on the telephone keypad, the operator is able to quickly proceed to the next call, allowing the operator to maximize contact time with called persons. The system could also be configured to allow for a call result represented b
Gill Debra Ann Marie
Merchant & Gould P.C.
Smith Creighton
LandOfFree
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