US 6,587,557 B1 · System and method of distributing outbound telephony services over a computer network

Abstract

A system and method of distributing outbound telephony service including voice communications over a computer network is provided. The system includes a master call center, including a computer telephony integration (CTI) system and a digital communication server, located at a first location. The system further includes at least one distributed call center, including a distributed CTI system and a digital communications server, located at at least one remote location. The system is configured to connect at least one connected party with whom voice communications are established at a distributed call center over a local telephone line and then route the voice communications to at least one call center agent interfacing the master call center over a computer network, such as the Internet. The method begins by linking a master call center to at least one distributed call center over a computer network. Next, at least one call list group is distributed to the distributed call center. Then, an outbound call campaign is initiated at the distributed call center over standard, voice telephone lines. Upon reaching a live, “connected” party, the connected call is routed to at least one master call center agent over a computer network.

Claims20

Dependent claims

A system for distributing outbound telephony services, over a computer network comprising:

a master call center located at a first location, said master call center including a computer telephony integration (CTI) system a digital communication server and classifying means for receiving a call list and grouping the call list into one or more call list groups according to geographic parameters;
and
a plurality of distributed call centers located at remote locations from said master call center, each said distributed call center including a distributed CTI system and a digital communication server, wherein said classifying means respectively sends each call list group to an associated one of said plurality of distributed call centers,
wherein each said distributed call center is connected to at least one connected party over a local telephone line and wherein communications are established between each said connected party and said master call center over said computer network.

1 more element

A method of distributing outbound telephony services over a computer network, said method comprising the steps of:

linking a master call center over a computer network to a plurality of distributed call centers remote from the master call center, wherein said master call center includes a master computer telephony integration (CTI) system and wherein each said distributed call center includes a distributed CTI system;
sorting, at said master call center, a master call list into a plurality of call list groups according to geographic parameters associated with a plurality of call records included in said call list;
respectively distributing each said,call list group to an associated one of said distributed CTI systems, each said distributed call center corresponding generally to a geographic parameter associated with said call list group distributed to the associated distributed CTI system;
initiating an outbound call campaign utilizing each of said plurality of distributed call centers over voice telephone lines;
connecting a party answering an outbound call initiated at one of said plurality of distributed call centers to said distributed CTI system over voice telephone line;
and
establishing communications between said connected party and said master call center over said computer network.

4 more elements

Dependencies are inferred from the claim text.

System and method of distributing outbound telephony services over a computer network

Life of this patent

System and method of distributing outbound telephony services over a computer network

Life of this patent

Abstract

Claims20