Noble Systems Corporation

Ruby Amastha Fields

Juderic Trinidad

Theodore Ray Abbott, Ii

Karl H Koster

James K Noble, Jr

Ellwood I Neuer, Iii

Marcin Pycko

A call center maintains various pools of telephone numbers, where each telephone number pool comprises a plurality of telephone numbers in a geographic area. A call originating to a called number uses a calling telephone number that is selected from one of a plurality of telephone number pools based on the area designated by the called number. An index value is used to select the telephone number from the selected telephone number pool. The selected telephone number is used to as a calling telephone number when originating a call to the called party.

Calling party number selection for outbound calls

A secure three-way bridge in a SIP-based processing switch protects sensitive information provided by a party during a call with an agent in a contact center. During the call, the agent may bridge an interactive voice response system ('IVR') onto the call using the secure three-way bridge so that the party can enter sensitive information, such as a credit card account, to the IVR. The information is provided by the party using dual-tone multiple frequency ('DTMF') tones that are presented in an unmodified form to the IVR, but modified and then presented to the agent, so that the agent is unable to discern the sensitive information provided by the party. Other embodiments may accomplish similar capabilities by application of components outside of the bridging structure. Further, recording systems may record the call comprising the modified audio, thus protecting the sensitive information from subsequent detection upon review of the recording.

Protecting sensitive information provided by a party to a contact center

An agent's request for a break is indicated by a pause request and pause code, where the pause code indicates the reason for the break. In one embodiment, a pause request is analyzed to determine if the agent is allowed to request a break associated with the pause code. The pause code may be further analyzed to determine if it is of an unpaid type, in which case the agent is requesting an unpaid break. If the break is of a paid type, then a threshold timer may be started at the beginning of the break that when expires indicates that any remainder of the break is processed as unpaid time. This can be accomplished by noting an event associated with the threshold timer in an agent work history log or by automatically logging off the agent at the expiry of the timer.

Unpaid break time for contact center agents

Calling party number selection for call center calls

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Smyrna, GA, United States of America

Ruby Amastha Fields