Mobile Device Time Zone Determination for Calling Window Compliance
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Solution Overview
Problem
Contact centers face challenges in determining the local time of targeted parties located in different time zones, which is crucial for compliance with calling window regulations, especially when relying on mobile device information that may not accurately reflect the party's current location.
Innovation Solution
A computer-program application is downloaded onto the mobile device to retrieve and provide information such as geo-location, current time, and time zone, allowing contact centers to determine if the local time is within the calling window before placing calls, ensuring regulatory compliance.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If the contact center relies on the time zone associated with the targeted party's telephone number to determine local time, then the process is simple, but the accuracy is compromised when the party is traveling or using mobile devices across time zones
Solution Approach 1:
The patent introduces an intermediary system (contact center platform with time zone determination capabilities) that mediates between the telephone number lookup and the actual local time determination. This intermediary uses multiple data sources including GPS location, device time settings, and carrier information to accurately determine the party's current time zone, resolving the contradiction between simplicity and accuracy by adding intelligent mediation layers.
Solution Approach 2:
The system performs preliminary actions by determining the targeted party's current time zone before placing the call. It proactively queries location services, device settings, and carrier databases in advance to establish accurate time zone information, ensuring compliance with calling window regulations before the actual calling action occurs.
2Ease of operation
If the contact center determines the time zone by analyzing the targeted party's telephone number, then the process is straightforward, but it fails when the party's mobile device location differs from the number's registered location
Solution Approach 1:
The system transitions from a static time zone determination method (based on registered telephone number location) to a dynamic method that continuously updates based on the party's current location. It uses real-time GPS data, device time zone settings, and location services to dynamically adjust the determined time zone, ensuring both ease of operation through automation and reliability through current location awareness.
Solution Approach 2:
The patent implements a universal time zone determination system that works across multiple scenarios and data sources. It can determine time zone from telephone number registration, GPS location, device time settings, carrier information, or a combination thereof, making the system universally applicable whether the party is stationary or traveling, and whether using mobile or fixed-line services.
3Productivity
If the contact center places calls without accurately verifying the local time, then calling productivity is high, but regulatory compliance is violated
Solution Approach 1:
The system performs preliminary verification of the calling window compliance before initiating any call placement. It automatically determines the targeted party's current time zone, calculates the local time, checks against regulated calling hours, and only permits call placement if compliant. This preliminary action ensures regulatory compliance is built into the workflow without significantly impacting overall productivity through automation.
Solution Approach 2:
The system implements a feedback mechanism where the determined local time and compliance status are fed back into the call routing decision process. If the current time falls outside the permitted calling window, the system provides feedback to block or delay the call placement, ensuring regulatory compliance while maintaining efficient call processing for compliant calls.
Data Source
AI summary
Various embodiments of the invention provide methods, systems, and computer-program products for determining whether a local time for a first party is within a calling window of time for placing a telephone call by a second party to a mobile device of the first party. For particular embodiments, information about the mobile device is retrieved by a computer-program application residing on the device. Depending on the embodiment, this information may comprise a current time of a location where the mobile device is located, a geo-location of the device, and/or a time zone for the location where the device is located. In various embodiments, once the information has been retrieved, at least a portion of the information is sent to the second party to be used to determine whether the local time for the first party is within the calling window for placing the telephone call to the mobile device.