Contact Center Dialer Compliance for Wireless Numbers
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Solution Overview
Problem
The challenge lies in ensuring compliance with regulations prohibiting the use of autodialers for calling wireless numbers, as existing technologies struggle to differentiate between equipment configurations that qualify as autodialers, leading to potential non-compliant calls.
Innovation Solution
A method and system that involve a dialer processing a list of numbers to identify wireless numbers, originating a call to an agent with a spoofed calling party number, terminating the call before the agent answers, and receiving a signaling message from a PBX indicating a subsequent call to the wireless number, ensuring compliance with regulatory requirements.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If a dialer automatically dials numbers from a list, then productivity increases, but compliance with TCPA regulations deteriorates
Solution Approach 1:
The system segments the calling process into two distinct phases: (1) automated dialing of wireline numbers using the dialer, and (2) manual dialing of wireless numbers by agents. The dialer identifies wireless numbers and removes them from automated dialing, transferring them to manual agent handling. This segmentation allows the system to maintain high productivity for wireline calls while ensuring TCPA compliance for wireless calls.
Solution Approach 2:
The dialer acts as an intermediary between the automated calling system and TCPA regulations. It intercepts numbers from the dialing list, identifies wireless numbers using the NCDB database, and redirects them to manual agent dialing. This intermediary function allows automated dialing to continue for compliant numbers while preventing non-compliant automated dialing of wireless numbers.
2Reliability
If the dialer identifies and routes wireless numbers to manual dialing, then regulatory compliance improves, but productivity deteriorates
Solution Approach 1:
The system performs preliminary identification of wireless numbers from the dialing list before agents begin dialing. By using the NCDB database to pre-identify wireless numbers and routing them appropriately, the system avoids the need for agents to manually check each number during the dialing process. This preliminary action minimizes the impact on productivity while ensuring compliance.
3Measurement precision
If the system uses NCDB database to identify wireless numbers, then compliance accuracy improves, but device complexity increases
Solution Approach 1:
The system uses the publicly available NCDB database to self-identify wireless numbers without requiring manual intervention or complex proprietary databases. The dialer automatically queries the NCDB database using number formatting rules and area code patterns, allowing the system to maintain high identification accuracy while avoiding the complexity of building and maintaining its own wireless number database.
Data Source
AI summary
A call to a wireless number can be originated by a contact center while enforcing various compliance requirements. A dialer and PBX cooperate to originate the call to the wireless number. The dialer selects the next eligible number in the calling list that should be dialed by an agent. Account information provided by the dialer is displayed on the agent's computer, and a call is placed to the agent's phone by the dialer, wherein the call uses the selected number as the ANI. The call is shortly terminated by the dialer, so that it is not answered by the agent. The agent can then redial that number or invoke a callback function to originate the call to the selected number. A PBX handing the call may inform the dialer of the call origination. The dialer may thus monitor the status of the call without actually originating the call.