Dynamic Calling Number Pool Rotation for Robocall Mitigation
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Solution Overview
Problem
Contact centers face challenges in making outbound calls due to robocall processing issues, where calls are often blocked or labeled as unwanted, leading to missed important notifications, as service providers tag certain numbers as robocalls, causing called parties to avoid answering.
Innovation Solution
Selecting a calling party number from a pool of local numbers using algorithms to avoid being tagged as a robocall, and periodically refreshing these numbers to maintain contact with called parties without incurring long-distance charges.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a contact center repeatedly calls customers using the same calling party number for debt collection, then the calling center can maintain consistent caller identification, but the number may be tagged as a robocall by service providers, causing calls to be blocked or labeled as unwanted
Solution Approach 1:
The system dynamically selects calling party numbers from a pool of available numbers based on real-time conditions. Instead of using a static calling number, the system adapts the calling number selection based on factors such as the called party's location, time of day, and service provider policies, thereby avoiding robocall tagging while maintaining reliable communication.
Solution Approach 2:
The system changes the parameter of the calling party number itself by selecting from multiple alternative numbers in a pool. This parameter change allows the contact center to avoid the harmful effect of robocall tagging on a single number while maintaining the ability to identify legitimate business calls through consistent selection criteria.
2Ease of operation
If a contact center uses out-of-region ANI for outbound calls, then the contact center can use its home number, but called parties may be hesitant to answer due to long-distance charges and may not return the call
Solution Approach 1:
The system applies local quality by selecting calling party numbers that match the geographic location of the called party. Instead of using a single home number, the system chooses local numbers from a pool that correspond to the area code of the destination, making calls appear local and increasing the likelihood of being answered while maintaining ease of operation for the contact center.
3Object-affected harmful factors
If a contact center rotates calling party numbers frequently to avoid robocall tagging, then the contact center can reduce the risk of call blocking, but the complexity of number selection and management increases
Solution Approach 1:
The system implements self-service by automatically selecting appropriate calling party numbers from a pool based on pre-established criteria and real-time conditions. The automated selection process eliminates the need for manual number management while reducing robocall tagging risks, thereby managing complexity through automation rather than increasing it through manual processes.
Solution Approach 2:
The system uses feedback mechanisms to monitor call outcomes and adjust calling party number selection accordingly. By tracking which numbers are being tagged as robocalls and which are successful, the system learns and adapts its selection strategy, reducing complexity through data-driven automation rather than requiring complex manual management rules.
4Object-affected harmful factors
If robocall processing services tag certain numbers, then service providers can filter unwanted calls, but important emergency or unusual situation calls may be erroneously blocked
Solution Approach 1:
The system uses an intermediary approach by maintaining a pool of calling party numbers and selection algorithms that mediate between the need to avoid robocall tagging and the need to ensure important calls get through. The intermediary selection process considers multiple factors including time, location, and call patterns to distinguish legitimate emergency or unusual situation calls from actual robocalls, thereby protecting important call delivery while allowing unwanted call filtering.
Data Source
AI summary
A contact center maintains a pool of calling party telephone numbers (“CPTN”) that can be selected for call origination. A new CPTN can be selected based on various criteria in order to avoid, or respond to, a determination that the current CPTN is “tagged” as being a robocall. The triggering of a new CPTN can be initiated based on various factors, including a number of calls made, a time period, a change in call outcomes, direct input, or by querying a database maintaining status information. Upon triggering the selection of a new number, the old calling party number may be placed in a “dead” pool if tagged, or placed in an “aging” pool for where it is not used for a given time. Once aged, the number is placed in an “available for use” pool. Thus, impacts of service provider robocall processing can be mitigated.