JAMES KERR NOBLE, JR
Pilots at Beau Reve Park, Marietta, GA

2007012, May 31, 2007

Nov 30, 2005

11/290977

James Noble - Marietta GA, US

H04M 3/00, H04M 5/00

379265020

Systems and methods for managing calls, both inbound and outbound, for available agents over a plurality of lines, where each call received or placed is pre-identified to be connected to one specific agent and upon the automatic detection of the call being received or answered, the call is either connected to the specific agent or placed in a queue for that specific agent.

2006025, Nov 16, 2006

Nov 30, 2005

11/290113

James Noble - Marietta GA, US

H04M 3/00, H04M 5/00

379265010, 379266010

Systems and methods for allowing a call center to accept and schedule callback appointments for the service of inbound calls at times which are convenient for the inbound caller as well as automatically placing an outbound call at the scheduled callback time. The system collects information from the caller when scheduling a callback time which assists the agent with servicing the scheduled callback more efficiently than the original incoming call. The system also uses algorithms and various system parameters to determine how many agents are needed to service all scheduled callbacks at a given time while maximizing the efficiency of the agents by avoiding having agents service callbacks which fail to reach the person to be serviced for various reasons. When not enough agents are available to handle the scheduled callbacks and current incoming calls the called back individual is automatically connected to the next available agent avoiding the line of incoming calls entirely. This results in not only increasing the efficiency of the agents it also decreases the time necessary for the call center to provide for the scheduling of future callbacks.

2006025, Nov 16, 2006

Nov 30, 2005

11/290978

James Noble - Marietta GA, US

H04M 3/42

379211020

Systems and methods for detecting call blocking devices or services. The devices monitor outbound call connections to determine if a connected call has been answered by a call blocking device or service rather than a person or answering machine. The verification is a comparison between the connection of an outbound call and a predefined parameter of data associated with that connection. For example, the predefined timing parameter may require detecting a connection before the first ring, or a connection occur within a predetermine period of time from when the outbound call is placed, or a connection occurring after a certain number of rings, etc. Which predefined parameter is associated with a particular outbound call may depend on the call blocking device or service the call center placing the outbound call expects to encounter on a particular connection attempt of a particular phone number. Once the call blocking device or service has been detected on a connected call, the call can be process as if a connection occurred including routing such calls to an available agent or other handling process customized to handle such calls such as automatically navigating prompts for voice or dialing responses from the privacy director systems.

2006025, Nov 16, 2006

Nov 30, 2005

11/289869

James Noble - Marietta GA, US

H04M 1/24, H04M 1/64

379001010, 379067100

Systems and methods for detecting false signals on a telephone line. The devices provide an additional verification for outbound calls which result in a disconnected or not in service signal that such signals are valid and not false tones being emitted by a device or service employed by the call recipient, The type of additional verification of the outbound call is dependent on the telephone network on which the outbound call is placed. For example, on an analog telephone network a drop in loop current may be detected indicting a connected call which is contrary to the disconnected or not in service signals being received. Such connected signals can be detected on digital networks by monitoring dedicated control data channels or through the use of data received through the use of in-band signaling. Once the additional verification had detected false tones the call can be process as if a connection occurred including routing such calls to an available agent or other handling process customized to handle such calls.