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Patexia Research
Patent No. US 11146684
Issue Date Oct 12, 2021
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Patent 11146684 - Return call routing system > Claims

  • 1. A method for routing an incoming return call from a contact to a call center having a plurality of agents, the call center having a call center telephone number and the contact having a telephone unit, the method comprising: a) assigning contact telephone numbers to the plurality of agents;b) determining if an outbound telephone number is an assigned contact telephone number;c) if the outbound telephone number is an assigned contact telephone number, determining whether the outbound telephone number has been assigned to an agent making the outbound call;d) tagging the outbound telephone number in a memory associated with the call center if it corresponds to the agent making the outbound call;e) forwarding the outbound call to the telephone unit associated with the outbound telephone number;f) registering the call center telephone number in a memory of the telephone unit;g) in the event the outbound call is unanswered, the assigned contact retrieving the call center telephone number from the memory of the telephone unit and placing a return call to the retrieved call center telephone number;h) determining if an incoming call is from an outbound telephone number which has been tagged;i) if the incoming call is from an outbound telephone number which has been tagged, forwarding the incoming call to the agent referred to in step c); andj) if the incoming call is not from an outbound telephone number which has been tagged, forwarding the incoming return call to an incoming call flow manager.
    • 2. The method for routing an incoming return call in accordance with claim 1 further including establishing a time limit between forwarding the outbound call and receiving an incoming call prior to performing step h).
      • 3. The method for routing an incoming return call in accordance with claim 2 further including the step of determining whether the time limit has passed and performing step i) if the time limit has not passed.
      • 4. The method for routing an incoming return call in accordance with claim 2 further including the step of determining whether the time limit has passed and forwarding the incoming return call to an incoming call flow manager if the time limit has passed.
    • 5. The method for routing an incoming return call in accordance with claim 1 further including the steps of determining whether the agent referred to in step c) is available to receive the incoming call prior to performing step i) and providing the contact with options if the agent is not available to receive the incoming call.
      • 6. The method for routing a return an incoming call in accordance with claim 5 wherein the options include waiting for the agent to become available, receiving a call back from the agent or speaking with the next available agent.
        • 7. The method for routing an incoming call in accordance with claim 6 further including the step of forwarding the incoming call to an incoming call flow manager in the event the contact elects to speak with the next available agent.
    • 8. The method for routing an incoming call in accordance with claim 1 wherein each agent places outbound calls from an agent station.
    • 9. The method for routing an incoming call in accordance with claim 1 further including the step of forwarding the outbound call to the outbound telephone number in the event the outbound telephone number was not an assigned contact telephone number after performing step b).
    • 10. The method for routing an incoming call in accordance with claim 1 further including the step of forwarding the outbound call to the outbound telephone number in the event the outbound telephone number was not assigned to the agent making the outbound call after performing step c).
    • 11. The method for routing an incoming call in accordance with claim 1 wherein step f) includes displaying the call center number in a caller ID screen.
  • 12. A return call routing method for a call center having a call center telephone number and a plurality of agents, each agent having an agent station, each agent station having an assigned agent communication device, wherein a specific agent has been assigned a contact, the contact having a contact telephone number, the method comprising the steps of: a) determining whether an outbound telephone number from the call center is associated with both the specific agent and the assigned contact, b) if the outbound telephone number is associated with both the specific agent and the assigned contact, tagging such association in a first memory, c) forwarding the outbound call to a contact telephone unit associated with the outbound telephone number, d) registering the call center number in a second memory associated with the contact telephone unit; e) in the event the outbound call is unanswered, the contact retrieving the call center number from the second memory and placing a return call to the call center, f) accessing the first memory to determine whether the incoming return call telephone number has been tagged, g) in the event the incoming return call telephone number has been tagged, determining whether the specific agent is available to accept the incoming call, h) providing the contact with options in the event the specific agent is unavailable to accept the incoming call and, i) in the event the specific agent is available to accept the incoming call, forwarding the incoming return call to the specific agent's communication device.
    • 13. The return call routing method for a call center in accordance with claim 12 wherein the outbound call is forwarded directly to the outbound telephone number in the event the outbound telephone number is not associated with both the specific agent and the assigned contact.
    • 14. The return call routing method for a call center in accordance with claim 12 further including the steps of determining whether a time limit has passed between forwarding the outbound call to the outbound telephone number and receiving the incoming return call and forwarding the incoming return call to an incoming call flow manager if the time limit has passed.
    • 15. The return call routing method for a call center in accordance with claim 12 wherein the options include waiting for the specific agent to become available, receiving a call back from the specific agent or speaking with the next available agent.
      • 16. The return call routing method for a call center in accordance with claim 15 further including the step of forwarding the incoming return call to an incoming call flow manager in the event the contact elects to speak with the next available agent.
    • 17. The return call routing method for a call center in accordance with claim 12 wherein step d) includes displaying the call center number in a caller ID screen.
  • 18. A method of incentivizing call center agent productivity at a call center having a plurality of agents and a call center telephone number, the method comprising: a) assigning contact telephone numbers to agents;b) determining whether an outbound telephone number from the call center is associated with both an assigned contact an agent making the outbound call,c) tagging the outbound telephone number in a first memory if it corresponds to both the assigned contact and the agent making the outbound call;d) forwarding the outbound call to a telephone unit associated with the outbound telephone number;e) registering the call center telephone number in a second memory associated with the telephone unit;f) in the event the outbound call to the telephone unit associated with the outbound telephone number is not answered, the assigned contact retrieving the center telephone number from the second memory and placing a return call to the call center; g) determining if the incoming return call is from the outbound telephone number which has been tagged;h) forwarding the incoming call to an incoming call flow manager if the incoming return call is not from the outbound telephone number which has been tagged; andi) in the event the incoming return call is from the outbound telephone number which has been tagged, forwarding the incoming return call to the agent referred to in step b).
    • 19. The method in accordance with claim 18 further including the steps of j) determining whether a time limit has passed between forwarding the outbound call to the outbound telephone number and receiving the incoming call and i) forwarding the incoming call to an incoming call flow manager if the time limit has passed.
    • 20. The method in accordance with claim 18 wherein step e) includes displaying the call center number in a caller ID screen.
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