Dialing a telephone number subject to an autodialer prohibition in a contact center

摘要

A contact center dialing a telephone number to a destination party, such as a debtor, may discover that the number is subject to a prohibition of being autodialed. In other embodiments, a number that was subject to the prohibition of being autodialed is now discovered to no longer be subject to such prohibition. Various mechanisms may be defined to indicate how such a prohibition associated with the number may be indicated in a dialing list and how various contact center architectures may be used to process the dialing list. In one embodiment, separate sub-systems are used to dial separate dialing lists based on whether the number is to be manually dialed or dialed using an autodialer. In another embodiment, another architecture is used to process an integrated dialing list to determine whether a number is to be manually dialed or autodialed.

主权项

1. A method for originating multiple calls in a contact center to a telephone number purportedly associated with an individual comprising:
receiving the telephone number purportedly associated with the individual; adding the telephone number to a calling record in a dialing list wherein the calling record further comprises a confirmation indicator indicating the telephone number is not confirmed as being associated with the individual; retrieving the calling record from the dialing list at a first time by a processing system; determining by using the confirmation indicator by the processing system after retrieving the calling record that the telephone number of the calling record should not be dialed using an automatic dialing device (“ADD”); providing by the processing system the telephone number to a computer for display to an agent; manually dialing the telephone number by the agent, thereby initiating a first call to the individual using a switch that is distinct from the ADD; receiving a data signal by the processing system from the switch processing the first call, wherein the data signal indicates the agent initiated the first call to the telephone number; connecting the first call between the individual and the agent using the switch; receiving a disposition code at the processing system from the computer, wherein the disposition code was entered by the agent and indicates the telephone number is associated with the individual; updating the confirmation indicator in the calling record in response to receiving the disposition code to reflect the telephone number is associated with the individual; retrieving the calling record at a second time by the processing system; determining by the processing system that the telephone number should be dialed using the ADD; and causing a second call to the telephone number to be originated using the ADD.