System and method for common account based routing of contact records

摘要

A method and system is provided for common account based distribution of contact records. A comparison engine analyzes call record accounts to identify and tag related call records, such as call record accounts related to the same individual. A common account tag detector detects related accounts and communicates with a common account controller of a distribution module that distributes contact attempts in pools and queues. The common account controller locates related accounts, such as by searching for accounts having the same tag, to prevent additional contact attempts to the individual associated with the related accounts. The related accounts are forwarded to the operator who made the successful contact to coordinate resolution of the related accounts along with the account that originated the contact attempt.

主权项

1. A system for id="REI-00001" date="20140701" coordinating distribution ofid="REI-00001" id="REI-00002" date="20140701" distributing id="REI-00002" contact records id="REI-00003" date="20140701" between plural contact devicesid="REI-00003" id="REI-00004" date="20140701" to a contact deviceid="REI-00004" , id="REI-00005" date="20140701" eachid="REI-00005" id="REI-00006" date="20140701" the id="REI-00006" contact device operable to establish contacts using the contact records and having plural associated contact agents to interact with the contacts, the system comprising:
a distribution module operable to interface with eachthe contact device and to distribute the contact records to the contact devicesdevice; a comparison engine operable to identify one or more sets of contact records, the contact records of each set related by one or more factors; and a common account controller associated with the distribution module and operable to route each of the one or more setsat least one of the one or more sets of contact records identified as related to common contact devices so that each set routes to onethe contact device, wherein the at least one of the one or more sets of contact records identified as related comprises a first contact record and a second contact record, and the contact device is operable to not establish a contact based on the second contact record in light of the second contact record being related to the first contact record.