NOBLE SYSTEMS CORPORATION Patent applications |
Patent application number | Title | Published |
20140315521 | Providing Compliance Enforcement For Manually Dialed Wireless Numbers In A Contact Center - Systems and methods are disclosed for originating a call to a wireless number by a contact center while enforcing various compliance requirements. In one embodiment, a compliance server and a PBX cooperate to originate the call to the wireless number. The agent logs into the compliance server and the compliance server provides the agent with a wireless number to dial. The agent manually enters the wireless number using a phone connected to the PBX. The PBX queries the compliance server regarding establishing the wireless call. Upon authorization, the PBX establishes a first call leg to the compliance server, and a second call leg to the called party that is joined with the call leg to the agent's phone. Upon completion of the call, the agent dispositions the call to the compliance server, which then releases the first call leg. In response, the PBX then releases the second call leg. | 10-23-2014 |
20140200941 | Fulfilling a Contact Center Agent Resource Deficiency - A reserve agent management system allows users, such as contact center agents or administrators, to access and edit reserve schedules for agents. In various embodiments, a reserve schedule indicates times, called reserve times, during a particular agent's off-hours when the agent is willing to receive a recall invitation and potentially return to work. Thus, when a determination is made that additional agent resources are needed, agents having compatible reserve times are notified and invited to be recalled. Agents agreeing to be recalled are then scheduled to work at certain recall times to address the need for additional agent resources. In other embodiments, agents' break times may be shifted to potentially accommodate unexpected changes in required agent resources. Thus, in various embodiments, the reserve agent management system provides administrators and agents with flexibility in adapting agents' schedules to accommodate unplanned needs for agent resources. | 07-17-2014 |
20140169548 | Managing Reserve Agents In A Contact Center - A reserve agent management system (“RAMS”) allows a user, such as a contact center agent or administrator, to access and edit a reserve schedule. In one embodiment, the reserve schedule indicates times, called reserve times, during the agent's off-hours when the agent would be willing to receive a recall invitation and potentially return to work. When, during operation of the contact center, a determination is made that additional agent resources are needed, agents having compatible reserve times are notified and invited to be recalled. Agents responding and agreeing to be recalled are then recalled by being scheduled to work at certain recall times. In another embodiment, agent's break times can be shifted to potentially accommodate unexpected changes in the required agent resources. The RAMS allows administrators and agents a limited amount of flexibility in adapting agent work schedules to accommodate unplanned needs for agent resources. | 06-19-2014 |