The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
May. 16, 2017
Filed:
Aug. 10, 2015
Noble Systems Corporation, Atlanta, GA (US);
Steven K. Mammen, Woodstock, GA (US);
NOBLE SYSTEMS CORPORATION, Atlanta, GA (US);
Abstract
An accurate determination of the disposition of a call origination is made in a contact center by mapping Session Initiated Protocol cause codes to reflect whether a call attempt was made to a remote party. Certain cause codes reflect various conditions where a call may originate from a contact center, but for various reasons, was not offered to the remote party, or more specifically, to an interface associated with the telephone number of the remote party. Reflecting these calls as incomplete calls, as opposed to call attempts, allows the contact center to more accurately reflect the number of call attempts. Accurately tracking the number of call attempts is important to comply with various state and federal regulations regulating the number of call attempts during a given time period. Further, incomplete calls may be symptomatic of a facility failure requiring attention, causing an administrator to be alerted.