Patent Publication Number: US-2007098146-A1

Title: Automated right-party contact telephone system

Description:
REFERENCE TO CO-PENDING APPLICATIONS  
      The present application is a continuation-in-part of U.S. patent application Ser. No. 09/170,501, filed on Oct. 13, 1998, and entitled AUTOMATED RIGHT-PARTY CONTACT TELEPHONE SYSTEM, which is a continuation-in-part of U.S. patent application Ser. No. 09/069,428, filed on Apr. 29, 1998, and entitled AUTOMATED RIGHT-PARTY CONTACT TELEPHONE SYSTEM, which is a continuation-in-part of U.S. patent application Ser. No. 08/994,110, filed on Dec. 19, 1997, and entitled AUTOMATED RIGHT-PARTY CONTACT TELEPHONE SYSTEM, the disclosures of which are hereby incorporated by reference. 
    
    
     TECHNICAL FIELD  
      This invention relates to telephone systems, and more particularly, to automated telephone systems and predictive dialers for establishing right-party contact.  
     BACKGROUND  
      The global marketplace is becoming more open and more efficient at providing goods and services. In the collection and telemarketing industries, firms use a call-handling station as the crucial link between the firms and the person being contacted (right-party). Typically these firms use call-handling stations to place outbound calls, receive inbound calls, ask for right parties, leave messages, return calls, and conduct business with the right parties. The call-handling stations are segregated into groups, groups are assigned to handle specific call types arriving or leaving on telephone trunk lines, and trunk lines are designated for particular purposes such as support, sales, and collections.  
      One significant disadvantage of these existing call-center environments is that as few as ten percent of the calls result in contact with the right-party. Thus, the person manning the call-handling station spends most of his/her time trying to reach the right-party rather than conducting business with the right-party. As a result, the calling system requires a large staff to handle a significant volume of calls. A related problem is that the system requires call-handling equipment for each call-handler. The result is high overhead for wages, benefits, training, equipment, and the like.  
      Therefore, there is a need for a call-center environment that increases efficiency and reduces costs to the firms. There is also a related need for a telephone system that reduces the amount of time that call-handlers spend handling calls. There is yet another need for a way to track the efficiency and productivity of the call-handlers. Increasing call-handling efficiency and productivity would result in lower personnel and facility costs to the firms.  
     SUMMARY  
      A system is provided for routing telephone calls between first and second groups of call-handling stations. The system includes a dialer, a first hunt group and a second hunt group. The dialer is configured to place telephone calls. The first hunt group is configured and arranged to route a telephone call placed by the dialer to a call-handling station within the first group of call-handling stations. The second hunt group is configured and arranged to route the telephone call placed by the dialer to a call-handling station within the second group of call-handling stations upon receiving a call routing signal from the first group of call-handling stations.  
      According to another embodiment, a system is provided for routing telephone calls between call-handling stations. The system includes a dialer and a second hunt group. The dialer is configured and arranged to place telephone calls and transfer calls to a first hunt group. The dialer is responsive to routing signals received from a first call-handling station. The second hunt group is configured and arranged to route the telephone call placed by the dialer to a second call-handling station upon receiving a call routing signal from the first call-handling station.  
      According to another embodiment, a method is provided for routing telephone calls between first and second groups of call-handling stations. The method includes placing telephone calls; routing the telephone calls to a call-handling station within the first group of call-handling stations; and routing the telephone call to a call-handling station within the second group of call-handling stations upon receiving a call routing signal from the first group of call-handling stations.  
      According to another embodiment, a method is provided for routing telephone calls between a first-level call-handing station and a second-level call-handling station. The second-level call-handling station is selected from a plurality of second-level call-handling stations. The method includes routing the telephone call to the first-level call-handling station; selecting a criterion; matching a second-level call handling station and the selected criterion; and routing the telephone call to the matched second-level call-handling station.  
      Yet another possible embodiment of the present invention is directed to a method of operating a system for routing telephone calls between first and second groups of call-handling stations. The method comprises activating a predetermined number of call-handling stations in the first group; activating a predetermined number of call-handling stations in the second group; determining the relative number of first call-handling stations from a first equation: 
 
(DIAL*CONNECT)/1 ST   —   LEV _CALL AVE= 1 ST   —   LEV _HOURS, 
 
 wherein DIAL represents a number of calls per hour placed by a predictive dialer; CONNECT represents a connect rate for the calls placed by the predictive dialer; and 1ST_LEV_HOURS represent an average number of calls handled per hours by one first call-handling station; and determining the relative number of second call-handling stations from a second equation: 
 
(DIAL*CONNECT* R _CONNECT)/2 D   —   LEV _CALL AVE= 2 D   —   LEV _HOURS, 
 
 wherein 2D_LEV_HOURS represents a right-party connect rate; and 2D_LEV_HOURS represents an average number of calls handled per hour by one second call-handling station. 
 
      Other embodiments of the present invention can include any of the various aspects of the apparatuses, systems, and methods as described herein. 
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       FIG. 1  is a block diagram of a multi-level telephone system;  
       FIG. 2  is a flow chart depicting control of the calls as handled by the multi-level telephone system;  
       FIG. 3  is a block diagram of an alternate embodiment of the multi-level telephone system shown in  FIG. 1  having multiple sites;  
       FIG. 4  is a block diagram of a second embodiment of a multiple-site, multi-level telephone system;  
       FIG. 5  is a block diagram of a third embodiment of a multiple-site, multi-level telephone system;  
       FIG. 6  is a block diagram of a fourth embodiment of a multiple-site, multi-level telephone system; and  
       FIG. 7  is a flow chart depicting control of the calls as handled by the multiple-site, multi-level telephone systems illustrated in  FIGS. 3-6 . 
    
    
     DETAILED DESCRIPTION  
      Various embodiments of the present invention will be described in detail with reference to the drawings, wherein like reference numerals represent like parts and assemblies throughout the several views. Reference to various embodiments does not limit the scope of the invention, which is limited only by the scope of the claims attached hereto.  
      In general, the present invention is directed to the use of hunt groups to search for available call-handling stations in an automated right-party contact telephone system. Call control in the telephone system is routed to at least one first-level hunt group, which searches for an available first-level call-handling station. Upon confirming that the right-party is on the telephone line, the first-level call-handling station sends a routing signal, causing the call control to be routed to at least one second-level hunt group, which searches for an available second-level call-handling station. The second-level hunt group routes both the call and data to the available second-level call-handling station with minimal interaction between the first-level call-handling station and the second-level call-handling station.  
      This automated right-party contact telephone system has several advantages over existing call-center environments. The automated system allows lower-skilled call-handlers to screen and establish right-party contact, which in turn allows the higher-skilled call-handlers to conduct business with the right-party contact. Since the automated system searches for available call-handlers and automatically routes calls, significant call-handler time is saved, resulting in higher efficiency and productivity. As a result, the system has smaller staffing requirements and hence smaller equipment requirements. A related advantage is that the system reduces the amount of overhead required to operate the call-handling facility. Furthermore, the call-handling facility can be more selective in hiring its skilled workers and has reduced training requirements.  
      Referring now to  FIG. 1 , a multi-level telephone system has a PBX  11  that can be PC-based. A predictive dialer  10 , that can also be PC-based, is in electrical communication with the PBX  11 , a call filter  13 , and at least one second-level hunt group  22 . At least one first-level hunt group  14  is in electrical communication with the call filter  13 . In an alternative embodiment, there are a plurality of first-level hunt groups  14 . Each first level hunt group  14  is in electrical communication with the call filter  13 . In yet another possible embodiment, there are a plurality of second-level hunt groups  22 . Each second-level hunt group  22  is in electrical communication with the predictive dialer  10 . In yet another possible embodiment, the multi-level telephone system does not have a call filter  13 . In this embodiment, the first-level hunt group  14  is in electrical communication with the predictive dialer  10 .  
      In one example embodiment, the predictive dialer  10 , call filter  13 , first-level hunt group  14 , and second-level hunt group  22  are integrated into a single dialing unit as shown by the dashed box  28 . In this embodiment, the dialing unit  28  can be PC-based and software driven. The PBX  11  could also be integrated into the unitary dialing unit  28 . In another example embodiment, the predictive dialer  10  and the PBX  11  are integrated into a single dialing unit. In another example embodiment, the PBX  11 , predictive dialer  10 , call filter  13 , first-level hunt group  14 , and second-level hunt group  22  are separate units. In yet another example embodiment, the PBX  11 , predictive dialer  10 , call filter  13 , first-level hunt group  14 , and second-level hunt group  22  are integrated into different combinations of equipment. For example, the PBX  11  and the second-level hunt group  22  may be integrated into a single unit, or the predictive dialer  10  and the first-level hunt group  14  may be integrated into a single unit. Any one of these combinations of equipment forms a dialer.  
      A database  12  is in electrical communication with the predictive dialer  10 . The database  12  could also be integrated into the unitary dialing unit  28 . The database  12  contains information such as the right-party contact&#39;s name, address, telephone number, and account information. At least one first-level call handling station is in electrical communication with each first-level hunt group  14 . At least one second-level call-handling station  20  is in electrical communication with each second-level hunt group  22 . Additionally, each second-level hunt group  22  is in electrical communication with the PBX  11 .  
      In an example embodiment, the electrical communication between the dialing unit  28 , including the predictive dialer  10 , call filter  13 , first-level hunt group  14 , and second-level hunt group  22 ; first-level call-handling station  16 ; and second-level call-handling station  20  include, two links for electrical communication. One link, and its related drivers and other electronics, is configured for transmitting either analog or digital voice information. The other link, and associated drivers and other electronics, is configured for data transmission, including control signals and information to and from the database  12 . In an alternative embodiment, both voice and data communication are transmitted over a single link. In another alternative embodiment, either voice or data communication are transmitted over a single link.  
      The first- and second-level call-handling stations  16  and  20  are computers or dumb terminals equipped with integrated telephonic features. This system can have either a headset or a handset interfaced with the computer for voice communication. An advantage of this system is that the person or call-handler manning the call-handling station can manage the telephone calls and information from the database  12 . In one possible embodiment, call handling stations are of the type included in the SmartDial predictive dialing system, which is manufactured by Information Access Technologies, Inc. of Salt Lake City, Utah. An alternative embodiment simply has a computer and separate telephone. The person manning the call-handling station uses the telephone for voice communication and the computer to manage the database information. Yet another possible embodiment has a videophone with a computer. This embodiment allows the call-handler to not only manage the database information and communicate by voice, but also to interactively view the right-party contact.  
      The first- and second-level call-handling stations  16  and  20  are typically manned by people or call-handlers. When the call-handler at the first-level call-handling station  16  is available to take a call placed by the predictive dialer  10 , he/she sets a flag that is communicated to the first-level hunt group  14 . The first-level hunt group  14  receives the flags and places the flags in a queue. Similarly, when the call-handler at the second-level call-handling station  20  is ready to receive a call, he/she sets a flag that is communicated to the second-level hunt group  22 , which receives the flags and places the flags in a queue.  
      The predictive dialer  10  retrieves telephone numbers and corresponding account information from the database  12  and automatically dials the telephone number through the PBX  11 . When the predictive dialer  10  makes a connection with the telephone number dialed, the predictive dialer  10  routes the call and corresponding account information from the database  12  in a coordinated transmission through the call filter  13  to the first-level hunt group  14 . In this manner, the voice information and the database information are communicated to the first-level call-handling station  16  at the same time.  
      The call filter  13  electronically screens calls being routed to the first-level hunt group  14 . When a call is connected, the call filter  13  determines whether the information being received is from a natural person; an answering machine; or data from a fax machine, operator message, or the like. If the information received during the call is from a natural voice, the call filter  13  permits the call to be routed to the first-level hunt group  14 . If the information is from an answering machine, an automated message can be left on the machine to have the right-party call the multi-level call station. If data is received from the called number, the call is terminated.  
      The first-level hunt group  14  searches for a flag of an available first-level call-handling station  16 . When an available flag is found, the first-level hunt group  14  routes the call to the available first-level call-handling station  16 . The call-handler at the first-level call-handling station  16  is responsible for establishing right-party contact at the connected telephone number, skip tracing, data corrections, and leaving messages. The call-handler can then update the database with notes on the conversation, updated telephone numbers, updated addresses, and the like.  
      The call-handler at the first-level call-handling station  16  will ask the party who answered the telephone if the right party is available. If the right party is not available, the first-level call-handling station  16  discontinues the call. The person at the first-level call-handling station  16  then resets its available flag so that it can take another call. The available flag is set by entering a code on the computer, pressing a function key on the computer, or pressing a control button on the telephone.  
      If the right-party is available, the first-level call-handling station  16  sends a routing signal to the predictive dialer  10 . The predictive dialer  10  then routes the call and data corresponding to the caller&#39;s account information, the call, or the data corresponding to the account information. If the second-level hunt group  22  receives only the call, the predictive dialer routes the data to the second-level hunt group  22  at a later time. Alternatively, the second-level call-handling station  20  can manually access the data. Similarly, if the second-level hunt group  22  receives only the data, the predictive dialer routes the call to the second-level hunt group  22  at a later time. Alternatively, the second-level call-handling station  20  can manually connect to the call. Preferably, the predictive dialer  10  routes the call and the corresponding data to the second-level hunt group  22  in a coordinated manner. The second-level hunt group  22  searches for a flag of an available second-level call-handling station  20 .  
      When an available flag is found, the second-level hunt group  22  routes the call and corresponding account information in a coordinated transmission to the available second-level call-handling station  20 . The call and corresponding account information is then released from the first-level call-handling station  16 , via a release signal from the second-level call-handling station, and the second-level call-handling station  20  communicates with the right-party. In one possible embodiment, furthermore, this coordinated transmission is conducted without the second-level call-handling station  20  choosing to accept the call. The call and data are automatically transmitted to an available second-level call-handling station without any required interaction on the part of the person operating the second-level call handling station or without any interaction between the first-level call-handling station  16  and the second-level call-handling station  20 .  
      The call and corresponding account information is then released from the first-level call-handling station  16 , and the second-level call-handling station  20  communicates with the right-party.  
      When the communication is completed, the call is terminated, and the person at the second-level call-handling station  20  resets its available flag so that it can take another call. The call-handler at the second-level call-handling station  20  can also update the database  12  with information such as notes from the telephone conversation, payment schedules, updated telephone numbers, and the like.  
      In an alternative embodiment, voice conferencing is utilized. The first-level call-handling station  16  sends a routing signal to the predictive dialer  10 . The predictive dialer  10  then routes the call and corresponding account information to the second-level hunt group  22 . The second-level hunt group  22  searches for a flag of an available second-level call-handling station  20 . When an available flag is found, the second-level hunt group  22  routes the call and corresponding account information in a coordinated transmission to the available second-level call-handling station  20 . The first-level call-handling station  16  can then communicate with the second-level call-handling station  20  and the right-party simultaneously. When the first-level call-handling station  16  terminates communication, the call and corresponding account information is released from the first-level call-handling station  16 , but maintained with the second-level call-handling station  20 .  
      In yet another alternative embodiment, pre-selected routing is utilized. Right-parties meeting specific criteria are routed to a specific second-level call-handling station  20 . Alternatively, where multiple second-level hunt groups  22  are utilized, right-parties meeting specific criteria are routed to a specific single second-level hunt group  22  or to multiple second-level hunt groups  22 . For example, second-level call-handling stations  20  associated with a single second-level hunt group  22  may be better suited to communicate with right-parties meeting a specific criteria while second-level call-handling stations  20  associated with another second-level hunt group  22  are better suited to communication with right-parties meeting a second set of specific criteria. In this manner, right-parties are routed to the second-level hunt group  22  or multiple second-level hunt groups that have associated second-level call-handling stations  20  best able to communicate with that right-party. Some possible embodiments could also include multiple first-level hunt groups  14 .  
      When right party contact is established, the predictive dialer  10  uses look-up tables to compare criteria or data associated with the right-party with criteria associated with specific second-level hunt groups  22 . The predictive dialer  10  then routes the right-party to the specific or predetermined second-level hunt group  22  or multiple second-level hunt groups  22  that match the criteria associated with the right-party. In one possible embodiment, the predictive dialer automatically selects criteria for comparison to the look-up table. In another possible embodiment, the criteria is manually entered by an operator such as the call handlers manning the first-level call-handling station  16 . In yet another possible embodiment, the specific or predetermined second-level hunt group  22  is selected manually or though means other than a look-up table. Any type of predetermined data can be manually entered or automatically selected for comparison to the look-up table for predetermined routing. Examples include telephone numbers, area codes, country codes, account numbers, names, particular data associated with an account, language spoken by the person on the connected call, and particular information that a caller provides to a first-level call-handling station  16 .  
      As described herein, the multi-level call-handling system routes calls between various system components. For example, the first-level hunt group  14  routes calls by controlling the PBX  11  to transfer the call to one of the first-level call-handling stations  16 . If right-party contact is made, the first-level call-handling station  16  passes control of the call to the second-level hunt group  22 , which routes calls by controlling the PBX  11  to transfer the call to one of the second-level call-handling stations  20 .  
      Inbound calls  26  are received through the PBX  11 . The PBX  11  routes inbound calls to the second-level hunt group  22 . In one possible embodiment, the integrated dialing unit  28  is programmed with a screen-pop software, which identifies the telephone number of the inbound call and retrieves account information from the database  12  that is associated with that telephone number. One such system is the Answered Call Distribution System, which is manufactured by NEC of Irving, Tex. and included within the NEC PBX&#39;s. The second-level hunt group  22  then routes the call and corresponding account information to the next available second-level call-handling station  20 .  
      In an alternative embodiment, the PBX  11  routes the call to an inbound call receiver (not shown). The inbound call receiver may be a receptionist or an automated voice answering system. When the inbound call  26  is received, the inbound call receiver answers the telephone call and determines to whom the call should be transferred. If the inbound call receiver is a person, he/she manually transfers the call to the appropriate call-handling station or the appropriate hunt group. Alternatively, if the inbound call receiver is an automated voice answering system, the caller simply enters an extension of the call-handling station to which they wish to speak. The automated voice answering system automatically transfers the call.  
      The second-level call-handling station  20  also makes outbound calls  18  through the PBX  11  as needed and when not taking inbound calls. Typically, these outbound calls are return calls where a previously called party told the call-handler to call back at a certain time. The second-level call-handling station  20  dials the appropriate telephone number and asks for the right-party. When right-party contact is established, the second-level call-handling station  20  communicates with the right-party. When the communication is completed, the call is terminated, and the second-level call-handling station  20  resets its available flag.  
      The database  12  may be a software application that is run on a computer. The software is loaded into memory from a storage medium, such as a hard drive, and is processed by the processor. One type of software application that can be used for the predictive dialer and database is the software included in the SmartDial predictive dialing system, which is manufactured by Information Access Technologies, Inc. of Salt Lake City, Utah.  
      In an alternative embodiment, as explained in more detail below, individual components of the multi-level telephone system are located off-site or remotely from the main system. In one possible example, a call-handling station  16  or  20  is operated by a person from his/her home or some other remote facility. In another possible example, the call-handling stations  16  or  20  are operated by people in a foreign country. In another possible example, the predicative dialer  10  or the integrated dialing unit  28  are located in one country while the second-level call-handling stations  20  are located in another country. When one of the call-handling stations  16  or  20  are located in a remote location, the call handling stations  16  and  20  communicate with the integrated dialing unit  28  via modems and telephone lines or any other suitable means for electrical communication. Other suitable means for electrical communication include communication over the Internet, via radio, or via satellites.  
      These alternative embodiments are advantageous because a smaller facility can be utilized. Furthermore, a firm can provide flexibility to its employees and can also take advantage of lower labor costs in a different locale. These advantages further reduce operating costs for the firm.  
      In yet another possible embodiment, the integrated dialing unit  28  is loaded with software that can track statistical usage of the system. For example, the software includes a plurality of timers for tracking information such as the duration of each call, the duration of the interval between each call, the number of calls made by the dialer, the number of calls handled by each call-handling station, and the number of right-party contacts that are established. The software can then generate statistical reports that are useful to identify training and staffing requirements. In one possible embodiment, the software automatically logs such information upon such events as the predictive dialer  10  placing a call, the call-handling station setting an availability flag to its associated hunt group, and disconnecting a call.  
      Referring now to  FIG. 2 , one possible embodiment of the multi-level telephone system operates according to the flow chart shown. The system begins at start block  100 . At block  102 , the predictive dialer  10  retrieves a telephone number and corresponding account information from the database  12 . The predictive dialer  10  dials the telephone number at block  104 . At block  106 , the predictive dialer  10  determines whether a connect signal has been received. If not, program control is transferred to block  108  and the call is disconnected. Returning to block  106 , if a connect signal is received, the call filter  13  determines at block  112  whether the signal is a voice signal, answering machine, or data signal. Generally, data signals are those signals transmitted and received by fax machines and computer modems. If the connect signal is a data signal, the flow of the program proceeds to block  108 , and the call is disconnected. If the connect signal is an answering machine, an automated message is left and the call is disconnected at block  109 .  
      Returning to block  112 , if the call filter  13  detects a voice signal, the program proceeds to block  120  and the predictive dialer routes the call and corresponding account information to a first-level hunt group  14 . The first-level hunt group  14  searches for a flag of an available first-level call-handling station  16  at block  122 . When an available flag is found, the first-level hunt group  14  routes the call and corresponding account information to the available first-level call-handling station  16  at block  124 .  
      The call filter  13  is not completely accurate at filtering out non-voice calls. Therefore, the first-level call-handling station  16  initially determines whether there is a voice, answering machine, or data at block  114 . If data is detected, the call is terminated. If an answering machine is detected, flow of the program proceeds to block  116 , and the first-level call-handling station  16  leaves a message on the answering machine. Alternatively, an automated message may be left. Then, the first-level call-handling station  16  records the date and time the message was left in the database  12  by pressing a function key on its computer, and the call is disconnected at block  117 . Alternatively, the recordation may be done automatically by the system when the call is disconnected. The first-level call-handling station  16  resets its available flag at block  119 . The available flag allows the first-level hunt group  14  at block  122  to search for an available first-level call handling station  16 . If the first-level call-handling station  16  is not going to be available, the call handler does not reset the available flag, and the first-level hunt group  14  will not be able to find the first-level call-handling station  16  at block  122 .  
      Returning to block  114 , if a voice is detected, the first-level call-handling station  16  determines whether it has a right-party contact at block  126 . If there is not a right-party contact, flow of the program proceeds to block  116 , and the first-level call-handling station leaves a message. Then, the first-level call-handling station  16  records the date and time the message was left in the database  12  by pressing a function key on its computer, and the call is disconnected at block  117 . The first-level call-handling station  16  resets its available flag at block  119 .  
      Referring back to block  126 , if right-party contact is established, the first-level call-handling station  16  sends a routing signal to the predictive dialer  10  at block  136 . The predictive dialer  10  then routes the call and corresponding account information to the second-level hunt group  22  at block  137 . The second-level hunt group  22  searches for a flag of an available second-level call-handling station  20  at block  138 . When an available flag is found, the second-level hunt group  22  routes the call and corresponding account information to the available second-level call-handling station  20  at block  140 . The second-level call-handling station  20  then communicates with the right-party at block  142 . When communication is completed, the call is disconnected at block  143 , and the second-level call-handling station  20  resets its available flag. Alternatively, returning to block  126 , the first-level call-handling station  16  can route the call and corresponding account information directly to a second-level call-handling station  20 . This direct routing occurs, typically, when the right-party requests a specific second-level call-handling station  20 .  
      Inbound calls  26  start at block  148 . The inbound call  26  is received at block  150  by the PBX  11 . The integrated dialing unit  28  is programmed with a screen-pop, which identifies the telephone number of the inbound call and retrieves the account information from the database  12  that is associated with that telephone number at block  152 . The PBX  11  then routes the call to the second-level hunt group  22  at block  137 . The second-level hunt group  22  searches for a flag of an available second-level call-handling station  20  at block  138 . When an available flag is found, the second-level hunt group  22  transfers the call and the corresponding account information to the available second-level call-handling station  20  at block  140 . The second-level call-handling station  20  then communicates with the right-party at block  142 . When communication is completed, the call is disconnected at block  143 , and the second-level call-handling station  20  resets its available flag.  
       FIGS. 3-6  illustrate alternative embodiments of the multi-level telephone system described above these embodiments include a predictive dialer  10 , PBX  11 , a call filter  13 , first- and second-level hunt groups  14  and  22 , first- and second-level call-handling stations  16  and  20 , call filter  13 , and database  12 . Also as described above, an alternative embodiment integrates the predictive dialer  10 , call filter  13 , and first- and second-level hunt groups  14  and  22  into a single dialing unit  28 .  
      Referring now to the embodiment illustrated in  FIG. 3 , the dialing unit  28  and the second-level call handling stations  20  are located in a first location  45  and the first-level call handling stations  16  are located in a remote, second location  75 . At the first location  45 , a server  30  provides voice and data communication between the dialing unit  28  and the second-level call-handling station  20 . A first router and multiplexer arrangement  35  is also in voice and data communication with the dialing unit  28 . One alternative embodiment integrates the PBX with the predictive dialer. Still other embodiment have multiple PBXs, which increases calling capacity and also provides redundancy in case one of the PBXs fail.  
      At the second location  75 , a server  65  provides voice and data communication between a first-level call-handling station  16  and a PBX  60 . The PBX is in voice and data communication with a router and multiplexer arrangement  55 . In an alternative embodiment, dial-inward direct (DID) or uniquely identified telephone lines replace the PBX  60 . Yet other embodiments provide direct voice and data communication between the first-level call-handling stations  16  and the PBX  60 .  
      In other alternative embodiments, the first-level call handling stations  16  communicate directly with the PBX  60  without the server  65 , and second-level call handling stations  20  communicate directly with the dialing unit  28  without the server  30 . Additionally, any type of network or communication link can be used to provide communication between the first- and second-call-handling stations  16  and  20  and either the servers  65  or  30 , respectively, or the PBX  60  and dialing unit  28 , respectively. Examples include wide are networks (WAN), local area networks (LAN), the Internet, or an Intranet. Additionally, voice and data information can be communicated to and from the first- and second-level call-handling stations  16  and  20  over a variety of media including, fiber, radio, satellite, or any other suitable media.  
      The router and multiplexers  35  and  55  are in voice and data communication via a communication medium  50 . Examples of communication media include fiber, ATM, Internet, Intranet, satellite, radio, or any other suitable medium. Additionally, the dialing unit and the first-level call-handling stations can be in voice and data communication can communicate through mechanisms and methods other than routers and multiplexers. In one embodiment, for example, routers are used without multiplexers. In another embodiment, packet switching is used in place of the routers and multiplexers.  
      Similar to the embodiments illustrated in  FIG. 1 , each hunt group  14  and  22  is formed with a table stored in memory. Both tables are a linked-list and include information such an ID for each of the related first- or second-level call-handling stations  16  and  20 , to which it communicates. A telephone extension or phone number is an example of such an ID. If the telephone system includes servers  35  and  55 , the tables that form the first- and second-level hunt groups  14  and  22  will also include a server ID.  
      There are also many possible embodiment to implement and use such a system. In one embodiment, for example, the tables for the first- and second-level hunt groups  14  and  22  contain all of the extensions for the first- and second-level call handling stations  16  and  20 , respectively. When a telephone call and related data link is ready to be connected to a first- or second-level call handling station  16  and  20 , the first- or second-level hunt groups  14  and  22 , respectively, will dial each of the extension in the table until it finds an available first- or second-level call-handling station  16  and  20 , respectively. If an operator does not respond to the call at the first- or second-level call-handling station  16  and  20 , respectively, the hunt group  14  and  22 , respectively, will sequence to the next first- or second-level call-handling station  16  and  20 , respectively, in its list. When the call is connected, a flag is set in the table and the first- or second-level hunt groups  14  and  22  will not attempt to establish a connection with that first- or second-level call-handling station  16  and  20 , respectively, until after the flag is cleared.  
      In an alternative implementation of the first- and second-level call handling stations  16  and  20 , the operators at the first- and second-level call handling stations  16  and  20  dial into the dialing unit  28  when they are available to take calls. The extensions for the first- and second-level call-handling stations  16  and  20  are then stored in the tables that form the hunt groups  14  and  22 , respectively. Additionally, an available flag is associated with the stored extension and is set, which indicates that the call-handling station  16  and  20 , respectively, is available to receive calls. When a call is connected to a first- or second-level call-handling station  16  and  20 , the available flag for that call-handling station  16  and  20  is cleared in the first- or second-level hunt group  14  and  22 , respectively. The available flag is then reset when the call is complete. In this implementation, the communication link that is established when the first- or second-level call handling station  16  and  20  dials into the dialing unit  28  is maintained even between calls that are connected from the dialing unit  28  and the call-handling station  16  and  20 .  
      The tables described herein are only one possible way to implement the hunt groups  14  and  22 . Many other possible methods and techniques for implement the hunt groups and establishing network connections between the first- and second-call-handling stations  16  and  20  are possible.  
      Referring to  FIG. 4 , a second embodiment of the multiple-site multi-level telephone system is substantially similar to the system illustrated in  FIG. 3 . The primary difference is that the second-level call-handling stations  20  and the server  30  are located remotely from the dialing unit  28 , router  35 , PBX  11 , and database  12 . Additionally, the first-level call-handling stations  16  communicate directly with the PBX  60  without the server  65 .  
      In one implementation of this embodiment, all of the second-level call-handling stations are located at a single location  80 . If all of the second-level servers are at a single location, the server can be co-located at the single location  80 . Additionally, the server  30  can communicate through a PBX, router, and multiplexer similar to those used at the remote location  75  for the first-level call handling stations  16 . In another implementation of this embodiment, various second-level call handling stations are located at different sites. In this scenario, the second-level call-handling stations communicate through the server  30 .  
      Referring to  FIG. 5 , another embodiment of the multiple-site multi-level telephone system is also substantially similar to the system illustrated in  FIG. 3 . The primary difference is that the first-level call-handling stations  16  and the server  65  are located remotely from the server  65 , PBX  60 , and router and multiplexer arrangement  55 . Additionally, the second-level call-handling stations  20  communicate directly with the dialing unit  28 .  
      In the second location  75 , the router and multiplexor  55  transfer the voice and data through an optional PBX  60 . The PBX may be substituted by DID or a uniquely identified telephone line. The voice and data are routed directly to the first-level call-handling station  16 , which may include a server  65  for receiving the voice and data and locate at a location  90  different than the second location  75 . The first-level call-handling station  16  identifies the right-party contact and sets a flag that causes the predictive dialer  10  to search through the second-level hunt group  22  for an available second-level call-handling station  20 . The predictive dialer  10  transfers the right party-contact from the predictive dialer  28  directly to the second-level call-handling station  20  at the first location  45 . The first-level call-handling station  16  is reset to “available,” via a release signal from the second-level call-handling station  20 , to receive another call. The second-level call-handling station  20  completes the communication then sets the flag to “available” to receive another call.  
      Yet another possible embodiment is illustrated in  FIG. 6 . Again, this embodiment is substantially similar to the embodiment illustrated in  FIG. 3 . However, the dialing unit is co-located at the remote site  75  and co-located with the first-level call-handling stations  16 . The first-level call-handling station  16  communicates directly with the dialing unit  28 . Additionally, second-level call-handling stations  20  communicates directly with the PBX  10 . In turn, the PBX  10  communicated with the dialing unit through the router/multiplexer arrangements  35  and  55 .  
      Additionally, a host  80  is provided at either the first or second locations  45  or  75  and performs system administration tasks. For example, the host can be used to enable and disable first- or second-level call-handling stations  16  or  20 , update the database  12 , track usage information for reporting purposes, store software configurations, make backup tapes, and the like. Examples of usage information that can be recorded includes the volume of call throughput, the rate of achieving right-party contacts, the length of calls, the length or time that a call-operating stations is manned by an operator, and the like. Additionally, such information can be recorded on a variety of different levels including individual operators, first or second levels, or system wide.  
      In operation, the voice and data for the right-party contact are routed directly to the first-level call-handling station  16 , which resides at the second location  75  with the predictive dialer  10 . The first-level call-handling station  16  identifies the right-party contact and sets a flag that causes the predictive dialer  10  to search through the second-level hunt group  22  for an available second-level call-handling station  20 . This is accomplished via the router/multiplexer arrangements  35  and  50 . The predictive dialer  10  transfers the right-party contact from the dialer  28  to the second-level call-handling station  20 , which is at the first location  45 .  
       FIG. 7  is a flow chart depicting control of the calls as handled by the multiple-site, multi-level telephone systems illustrated in  FIGS. 3-6 . The system begins at start block  700 . At block  702 , the predictive dialer  10  retrieves a telephone number and corresponding account information from the database  12 . The predictive dialer  10  dials the telephone number at block  704 . The call may be routed via a PBX collocated with the predictive dialer  10  and a server  30 . At block  708 , the predictive dialer  10  determines whether a connect signal has been received. If not, program control is transferred to block  710  and the call is disconnected. Returning to block  708 , if the connect signal is received, at block  712  it is determined whether the signal is a voice signal, answering machine, or data signal. Generally, data signals are those signals transmitted and received by fax machines and computer modems. If the connect signal is a data signal, the flow of the program proceeds to block  710 , and the call is disconnected. If the connect signal is an answering machine, an automated message is left  714  and the call is disconnected at block  710 .  
      Returning to block  712 , if voice signal is detected, the program proceeds to block  716  and the predictive dialer  10  routes the call and corresponding account information to a first-level hunt group  14  contained in the dialer  28 . The first-level hunt group  14  searches for a flag of an available first-level call-handling station  16  at block  716 . When an available flag is found, the first-level hunt group  14 , contained in the dialer  28  at the first location  716 , routes the call and corresponding account information. The call and corresponding account information is transferred via a first router and/or multiplexor  718  at a first location  45 , over a communication medium  720 , to second router and/or multiplexor  722  at a second location  75  where the available first-level call-handling station  16  is located as depicted at block  726 .  
      The filtering out  13  of non-voice calls may not be completely accurate. Therefore, the first-level call-handling station  16  initially determines whether there is a voice, answering machine, or data at block  728 . If data is detected, the call is terminated. If an answering machine is detected, flow of the program proceeds to block  730  and the first-level call-handling station  16  leaves a message on the answering machine. Alternatively, an automated message may be left. Then, the first-level call-handling station  16  records the date and time the message was left  732  in the database  12  by pressing a function key on its computer, and the call is disconnected at block  734 . Alternatively, the recordation may be done automatically by the system when the call is disconnected. The first-level call-handling station  16  resets its available flag at block  734 . The available flag allows the first-level hunt group  14 , contained at the dialer  28 , to search for an available first-level call handling station  16 . If the first-level call-handling station  16  is not going to be available, the call handler does not reset the available flag, and the first-level hunt group will not be able to find the first-level call-handling station  16 .  
      Returning to block  728 , if a voice is detected, the first-level call-handling station  16  determines whether it has a right-party contact at block  736 . If there is not a right-party contact, flow of the program proceeds to block  730 , and the first-level call-handling station leaves a message. Then, the first-level call-handling station  16  records the date and time the message was left in the database  12  by pressing a function key on its computer, and the call is disconnected at block  732 . The first-level call-handling station  16  resets its available flag at block  734 .  
      Referring back to block  736 , if right party contact is established, the first-level call-handling station  16  sends a routing signal to the predictive dialer  10  at block  738 . The routing signal may be sent through a server and a PBX  740  to the second router and/or multiplexor  741 . The signal is then transferred over a media  742  to the first router and/or multiplexor  744 . Further, the signal may be transferred through a PBX and a server  746  to determine the availability in the second level hunt group  22 . The predictive dialer  10  then routes the call and corresponding account information  750  to the second-level hunt group  22  contained in the dialer  28 . The second-level hunt group  22  searches for a flag of an available second-level call-handling station  20  at block  750  at the first location  45 . When an available flag is found, the second-level hunt group  22  routes the call and corresponding account information to the available second-level call-handling station  20  at block  752 . The second-level call-handling station  20  then communicates with the right-party contact at block  754 . When communication is completed, the call is disconnected at block  756 , and the second-level call-handling station  20  resets its available flag  734 .  
      Alternatively, returning to block  736 , the first-level call-handling station  16  can route the call and corresponding account information directly to a second-level call-handling station  20 . This direct routing occurs, typically, when the right-party contact requests a specific second-level call-handling station  20 .  
      In one embodiment, the number of first- and second-level call-handling stations that need to be activated and staffed are determined by certain characteristics of the equipment and the call handlers including the number of calls placed by the predictive dialer  10 , the connect rate of those calls, the right-party contact rate of the connected calls, the average number of calls handled by one first-level call-handling station  16 , and the average number of calls handled by one second-level call-handling station  20 .  
      To activate a first- or second-level call handling station  16  and  20 , the call handler communicates to the system that it is available to accept telephone calls. In one possible embodiment, the call handler keys in a character string or code that logs in the call handler and communicates to the system that the call handler is available. For example, the call handler may simply key in a username and/or a password from the call-handling station at which they are working. Different logins may be used for different applications. For example, one username and password may indicate to the system that the call handler is available to take right party contacts in general. A second username and password may indicate to the system that the call handler is available to take specific types of calls. Examples of different classifications for calls include calls to debtors that are delinquent for a certain period of time, calls to debtors that are delinquent on certain accounts, calls to people in certain geographic areas, and calls to debtors that are have certain demographics.  
      In one possible embodiment of the exemplary configuration described above, the number of first-level call handling stations  16  that need to be activated at any given time is determined from the following equation: 
 
(DIAL*CONNECT)/1 ST   —   LEV _CALL AVE= 1 ST   —   LEV _HOURS, 
 
 where DIAL is the number of dials made by the predictive dialer  10 ; CONNECT is the percentage of calls that are answered, excluding the number of calls managed by automation; 1ST_LEV_CALLAVE is the statistical average number of calls that a person staffing a first-level call-handling station  16  can handle in one hour; and 1ST_LEV_HOURS is the number of man hours of operation for the first-level of call-handling stations  16  needed for each hour that the installation is operating. 
 
      The necessary number of activated second-level call-handling stations  20  is determined from the following equation: 
 
(DIAL*CONNECT* R _CONNECT)/2 D   —   LEV _CALL AVE= 2 D   —   LEV _HOURS, 
 
 where R_CONNECT is the percentage of calls where the right party is available and 2D_LEV_CALLAVE is the statistical average number of calls that a person staffing a second-level call-handling station  20  can handle in one hour; and 2D_LEV_HOURS is the number of man hours of operation for the second-level of call-handling stations  20  needed for each hour that the installation is operating. 
 
      The values used for CONNECT and R_CONNECT can be determined according to industry standards or on a case-by-case basis according to factors such as the efficiency of the call handlers at a particular installation, the time of day, or demographic information. Thus, examples of factors that might affect the values for the variables CONNECT and R_CONNECT include the time of day, the day of the week, whether it is a holiday, whether the system is equipped with equipment like a call filter  13 , etc. Further factors such as the delinquency of the account may further affect the value for R_CONNECT. Statistical averages can be used for CONNECT and R_CONNECT. In one possible embodiment, 32% is used for CONNECT and 23% is used for R_CONNECT.  
      The values used for 1ST_LEV_CALLAVE and 2D_LEV_CALLAVE will depend on a variety of factors such as the efficiency of the call handlers that are manning the first- and second-level call handling stations  16  and  20 . Examples of factors that might further affect the value of 2D_LEV_CALLAVE include the time of day; whether it is a weekday, the week end, or a holiday; the delinquency of the accounts being called if the automated right-party contact telephone system is installed at a collection agency, etc.  
      The values of 1ST_LEV_CALLAVE and 2D_LEV_CALLAVE can be determined according to industry standards or on a case-by-case basis according to factors such as the efficiency of the call handlers at a particular installation, the time of day, or demographic information. In one possible embodiment, the value for 1ST_LEV_CALLAVE is 76 per hour and the value for 2D_LEV_CALLAVE is 20 per hour. Although the 1ST_LEV_CALLAVE can vary, most installations will try to keep the value at or above a minimum threshold such as 60, especially when initially installing a system as described herein. This minimum value for 1ST_LEV_CALLAVE ensures a minimum level of production. Furthermore, the value may increase as the call handlers at the first-level call-handling stations  16  become more efficient and handle more calls per hour.  
      The required ratio for activated or staffed first- and second-level call handling stations  16  and  20  is then determined by the ratio: 
 
1ST_LEV_HOURS/2D_LEV_HOURS. 
 
 If different groups of first- and second-level call handlers are logged in to take specific types of calls, this ratio would be used to determine the number of first- and second-level call handling stations  16  and  20  to activate and staff for each group. Thus if there was two groups, the ratio and the equations would be used once for each group. If only the second-level call handlers are divided into two or more groups and each group, on average, requires a different amount of time to handle each call, then the ratio of average call lengths for each group are used to allocate the active and staffed second-level call-handling stations  20  between the groups. 
 
     EXAMPLE 1  
      In one example embodiment, the predictive dialer  10  dials 9942 calls per hour. The connect rate of the 9942 calls is approximately 32% or 3181 connects. One first-level call-handling station  16  can handle approximately 76 calls per hour. Therefore, utilizing the equation (DIAL*CONNECT)/1ST_LEV_CALLAVE=1ST_LEV_HOURS, the first-level call-handling stations  16  would need approximately 42 man hours of operation for each hour that the installation is operating.  
      The right-party connect rate is approximately 23% or 732 right parties. One second-level call-handling station  20  can handle approximately 20.6 calls per hour. Therefore, utilizing the equation (DIAL*CONNECT*R_CONNECT)/2D_LEV_CALLAVE=2D_LEV_HOURS, the second-level call-handling stations  20  would need 36 man hours of operation for each hour that the installation is operating. Thus the ratio between first- and second-level call-handling stations  16  and  20  is about 42/36. Thus, for the most efficient staffing and operation of the system, there should be 42 staffed or activated first-level call handling stations  16  for every 36 second-level call-handling stations  20 .  
     EXAMPLE 2  
      Suppose the equations and ratios set forth above are used to determine that 72 second-level call-handling stations  20  are required to be staffed and that the second-level call handlers are divided into two groups. One group handles one type of call that requires an average of 1 minute per call, and the other group handles another type of call that requires an average of 2 minutes per call. The 72 activated and staffed second-level call-handling stations  20  would be allocated so that 24 would handle the first type of call and 48 would handle the second type of call. In one possible embodiment for this example, the each group of second-level call-handling stations  20  is allocated between separate second-level hunt groups or separate sets of second-level hunt groups. In another possible embodiment all of the second-level call-handling stations  20  are connected to the same second-level hunt group.  
      The various embodiments described above are provided by way of illustration only and should not be construed to limit the invention. Those skilled in the art will readily recognize various modifications and changes that may be made to the present invention without following the example embodiments and applications illustrated and described herein, and without departing from the true spirit and scope of the present invention, which is set forth in the following claims.