Abstract: A call center management system employs out-of-band signaling, such as provided by ISDN telecommunications technology, to manage outbound calls from a call center. By communicating with a central office of the PSTN in this way, it is possible to exercise a great degree of control over outbound calls originating from the call center. This control may be used, for example, to insert a meaningful caller identification label into the outbound call, or to manage dead air time within limits established by law, custom, or convenience, and to provide detailed reporting of outbound call activity.
Type:
Grant
Filed:
August 8, 2003
Date of Patent:
April 12, 2011
Assignee:
Castel, Inc.
Inventors:
V. Lawrence Haug, Jr., Dennis H. Fieldman
Abstract: A call center management system employs out-of-band signaling, such as provided by ISDN telecommunications technology, to manage outbound calls from a call center. By communicating with a central office of the PSTN in this way, it is possible to exercise a great degree of control over outbound calls originating from the call center. This control may be used, for example, to insert a meaningful caller identification label into the outbound call, or to manage dead air time within limits established by law, custom, or convenience, and to provide detailed reporting of outbound call activity.
Type:
Grant
Filed:
May 29, 2003
Date of Patent:
May 20, 2008
Assignee:
Castel, Inc.
Inventors:
V. Lawrence Haug, Jr., Dennis H. Fieldman
Abstract: A call center management system employs out-of-band signaling, such as provided by ISDN telecommunications technology, to manage outbound calls from a call center. By communicating with a central office of the PSTN in this way, it is possible to exercise a great degree of control over outbound calls originating from the call center. This control may be used, for example, to insert a meaningful caller identification label into the outbound call, or to manage dead air time within limits established by law, custom, or convenience, and to provide detailed reporting of outbound call activity.
Abstract: A call center management system employs out-of-band signaling, such as provided by ISDN telecommunications technology, to manage outbound calls from a call center. By communicating with a central office of the PSTN in this way, it is possible to exercise a great degree of control over outbound calls originating from the call center. This control may be used, for example, to insert a meaningful caller identification label into the outbound call, or to manage dead air time within limits established by law, custom, or convenience, and to provide detailed reporting of outbound call activity.