Patent Document

TECHNICAL FIELD 
       [0001]    The present invention is in the field of telephony (including traditional circuit-based voice and evolving packet-based voice and data). In particular, the present invention provides an automated system and method for testing and tracking the administration of Calling Line Identification (CLID) and Calling Party Name Identification (CPNID) information on various telephone lines to meet government compliance regulations. 
       BACKGROUND OF THE INVENTION 
       [0002]    Over the years, there has been an increase in telemarketing with negative affects on consumers and general public who may have felt at a disadvantage receiving unsolicited calls from entities not readily identifiable to them. In response, there have been increased government regulation and compliance requirements such as Telephone Consumer Protection Act (TCPA) and Telemarketing State Registry (TSR). 
         [0003]    In particular, TCPA mandates that outbound telemarketing calls must show (for example, on a consumers&#39; caller ID) an unblocked working number that can be called during normal business hours. Outbound telemarketing calls must also provide consumers with an option for Do-Not-Call request. Non-compliance with these regulations has resulted in severe fines. 
         [0004]    On the other hand, TSRs (such as, for example Wisconsin State Registry) require that an entity (e.g., a company) making outbound telemarketing calls report every phone number (branch, extension, personal, cellular, or home) used on behalf of the entity to a state resident for purposes of solicitation. In some states, such reports are required to renew a state business license. 
         [0005]    Accordingly, processes implemented to address the increased telemarketing regulations must include dial tone testing for verification of compliance for every new installation of a phone line, “dial tone installation,” that can be potentially used for telemarketing. 
         [0006]    Conventional processes implemented to ensure compliance with the telemarketing regulations suffer from various drawbacks including, for example, errors associated with manual data intervention for audit purposes, and high costs due to the need to continuously monitor and confirm compliance for every “dial tone installation”. 
         [0007]    Accordingly there is a need for dial tone verification systems and methods that will provide accurate and efficient means for documenting activities that help manage risk, monitor status, and enforce compliance for the national directive of the Do-Not-Call Implementation Act, registries that support the FCC Telemarketing Sales Rule (TSR), the FTC Telephone and Consumer Protection Act (TCPA), and the requirements of Sarbanes-Oxley (SOX). 
       SUMMARY OF THE INVENTION 
       [0008]    The present invention provides a method and an apparatus to address at least the drawbacks noted above, and achieve the following exemplary advantages. 
         [0009]    According to an exemplary embodiment of the present invention, there is provided a method and a system where capturing and recording Calling Line ID (CLID) and Calling Party Name ID (CPNID) on dial tone tests for any site location have been automated, activity for verification/alerting as required while creating a valid audit trail is recorded. In an exemplary implementation, test activities are performed in real-time and historical recordkeeping can also be provided. In yet another exemplary implementation, the test activities and/or historical recordkeeping can be centralized by the server system. In yet another exemplary implementation, the automated monitoring facilitates performance of a service that is on-demand or scheduled by dialing out to confirm compliance on active phone line information stored within the servers. 
         [0010]    According to an exemplary embodiment of the present invention, a system and method are provided for verifying valid answer results for consumers&#39; returned calls back to the site. In an exemplary implementation, a dial-back to the site phone number(s) identification is performed, and the connection status (for example, ring-no-answer, connection to auto-attendant, connection to voicemail or connection to live person) is verified. In yet another exemplary implementation, the identification and verification activity is recorded for establishing a valid audit trail and reporting on inconsistencies with, for example, connectivity. 
         [0011]    In an exemplary implementation of certain embodiments of the present invention, CLID and CPNID for test calls outbound from site locations, call centers, and the like are automatically captured and recorded. 
         [0012]    In another exemplary implementation of certain embodiments of the present invention, recording, alerting, and reporting of necessary data for internal and external auditing capabilities are automated. 
         [0013]    In another exemplary implementation of certain embodiments of the present invention, centralizing real-time and historical records on phone line installation and modification activities are automatically provided. 
         [0014]    In another exemplary implementation of certain embodiments of the present invention, verification of valid answer results for consumers&#39; returned calls inbound to site locations, application server dials back to sites (scheduled or on-demand) and records/audits proper answer results (ring-no-answer, auto-attendant, voicemail, or live person) are automated. 
         [0015]    In another exemplary implementation of certain embodiments of the present invention, ongoing monitoring is provided by means of periodic automated telecommunications system-wide site dial-out to centralized compliance servers to record audit results (scheduled or on-demand). 
         [0016]    In an exemplary implementation, telecommunications systems can include any one of large or small private branch exchange (PBX), key systems and equivalents, or Voice over Internet Protocol (VoIP) Call Management Servers. 
         [0017]    As will be understood by skilled artisans, while certain methods and systems are described in the context of specific telecommunication systems and report generation capabilities, systems and methods according to exemplary embodiments of the present invention can also have a general purpose, function, and construction that facilitate automatic dial tone verification and reporting as required by a given telecommunication protocol or by external (e.g., government-mandated regulation) and/or internal (e.g., implementing entity&#39;s policy) reporting and record keeping requirements. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0018]    The above and other objects, features and advantages of the present invention will become more apparent from the following detailed description when taken in conjunction with the accompanying drawings in which: 
           [0019]      FIG. 1 : is a block diagram illustrating an automated dial tone and compliance testing model according to an exemplary implementation of an embodiment of the present invention. 
           [0020]      FIGS. 2   a  and  2   b : are process flow diagrams illustrating dial-tone and compliance verification in accordance with exemplary embodiments of the present invention. 
           [0021]      FIGS. 3   a  and  3   b : are block diagrams illustrating configurations of systems in accordance with exemplary embodiments of the present invention. 
           [0022]      FIG. 4 : is a block diagram illustrating a topology of a system in accordance with exemplary embodiments of the present invention. 
           [0023]      FIGS. 5   a  and  5   b : are block diagrams illustrating exemplary configurations of databases according to an exemplary embodiment of the present invention. 
           [0024]      FIGS. 6   a - 6   e : illustrate details of reports generated in accordance with exemplary embodiments of the present invention. 
       
    
    
       [0025]    Throughout the drawings, the same drawing reference numerals will be understood to refer to the same elements, features, and structures. 
       DETAILED DESCRIPTION OF EXEMPLARY EMBODIMENTS 
       [0026]    The matters defined in the description such as a detailed construction and elements are provided to assist in a comprehensive understanding of the embodiments of the invention. Accordingly, those of ordinary skill in the art will recognize that various changes and modifications of the embodiments described herein can be made without departing from the scope and spirit of the invention. Also, descriptions of well-known functions and constructions are omitted for clarity and conciseness. 
         [0027]      FIG. 1  illustrates an exemplary implementation of dial tone verification and compliance test mode process of the present invention in the context of a system implementing dial tone verification and compliance tool  100  according to an exemplary embodiment of the present invention. Referring to  FIG. 1 , a remote site technician calls from the remote site into a system implementing dial tone verification and compliance tool  100  to begin testing (step S 110 ). The system responds (step S 120 ) and, in an exemplary implementation, prompts the technician to log into the system. The technician logs into the system (for example by entering user identification and password combination, as well known in the art) and inputs an identification of the technician&#39;s remote site (step S 130 ), for example a branch number associated with the remote site. The system responds and provides the technician with case or report number (step S 140 ). 
         [0028]    The case and/or report number provided by the system is associated with a system database  102  (to be described in more detail below) which contains information associated with various remote sites, such as: case/report number, date/time of the test or call, numbers calling from, calling name on each number, and so on. 
         [0029]    After providing the case/report number to the technician and adding the appropriate information to the system database  102 , the system prompts the technician to start the test (step S 150 ). The technician acknowledges the test start (step S 160 ), for example, by pressing a designated key on a telephone keypad. The system identifies the telephone number that the technician is calling from and responds with the number to the technician (step S 170 ). 
         [0030]    An example of a call flow process in accordance with an embodiment of the present invention will now be described with reference to  FIG. 2  where a Toll Free Number (TFN) is provided for a site technician to call into a system according to an embodiment of the present invention. 
         [0031]    After the technician receives system&#39;s response generated in step S 170 , the technician disconnects from the system (for example, technician “hangs up”) and can re-enter the system (step S 180 ) to verify completion of the testing. 
         [0032]    When the technician enters the system (step S 185 ) from the remote site, the system responds by requesting the technician to verify whether the testing to be performed is associated with a new or an existing case (step S 190 ). For an existing case, the system requests the technician to enter the case/report number (step S 190 ) which can be references in the system data base  102 . After testing is completed, the system posts a final report on the profile of the remote site in the system data base  102 , and the site technician can confirm the completion by, for example, notifying a project engineer with the case/report number (step S 195 ). 
         [0033]    In an exemplary implementation, the project engineer reviews the report confirming that all numbers and calling names are properly displayed, that the test has been successful, and that the compliance has been completed (block  106 ). In an exemplary implementation, the system can be configured so that the project engineer can handle any discrepancy within the report such as erroneous phone numbers and/or improper display, and can update the site profile when compliance has been completed (bock  108 ). 
         [0034]    The system posts the final report in the system database  102  for subsequent reference. In an exemplary implementation, the system can be configured to establish a web-based viewing capability of the final report (block  104   a ). Web-based viewing of the final report or compliance report facilitates efficient access to this information by telecom management, as well as corporate and ET compliance entities (block  104   b ). The final report can be referred as a TCPA/TSR report since it documents compliance with TCPA/TSR. 
         [0035]    Referring to  FIGS. 2   a  and  2   b , dial tone verification process according to exemplary embodiments of the present invention can be executed using call scripts/routes that provide for capturing and verification of calling line ID (CLID) and calling party name ID (CPNID). For example, telecom compliance call flow as shown in  FIG. 2   a  includes scripts/routes listed in Table 1 below where each of the steps shown in  FIG. 2   a  is described. The process starts with a call placed into the system, for example via a Toll Free Number (TFN)  200 . 
         [0000]    
       
         
               
               
               
             
           
               
                 TABLE 1 
               
               
                   
               
               
                 Step 
                 Script/Route 
                 Script Narrative 
               
               
                   
               
             
             
               
                 S210 
                 Script 
                 “Hello, you have reached Countrywide&#39;s dial tone verification 
               
               
                   
                   
                 process. Press one if this is a new dial 
               
               
                   
                   
                 tone test, press three if you are continuing a dial tone 
               
               
                   
                   
                 test, press the star sign for help, press the pound sign 
               
               
                   
                   
                 to hear the menu again. Thank you.” 
               
               
                 S212 
                 Route 
                 Number 1 entered route to step S220 
               
               
                 S214 
                 Route 
                 Number 3 entered route to step S222 
               
               
                 S216 
                 Route 
                 Pound sign entered route to S210 
               
               
                 S218 
                 Script 
                 “Please enter one for a new dial-tone test, enter three 
               
               
                   
                   
                 if this is a continued test, press the pound sign to hear 
               
               
                   
                   
                 the menu again.” 
               
               
                 S220 
                 Script 
                 “Please enter the branch number followed by the 
               
               
                   
                   
                 pound sign. The branch number will be seven digits 
               
               
                   
                   
                 or longer in length. Please check your documentation 
               
               
                   
                   
                 for the correct branch number and enter it now.” 
               
               
                 S222 
                 Script 
                 “Please enter the three digit case code you received. 
               
               
                   
                   
                 Please check your documentation for the correct case 
               
               
                   
                   
                 code.” 
               
               
                 S224 
                 Route 
                 Digits entered followed by pound sign. 
               
               
                   
                   
                 If pound sign not entered, wait 5 seconds and route to J 
               
               
                 S226 
                 Route 
                 Three digits entered. 
               
               
                   
                   
                 If three digits entered, route to step S230. 
               
               
                   
                   
                 If more than three digits entered, play error script and 
               
               
                   
                   
                 route to S222 
               
               
                 S228 
                 Script 
                 Entered digits are announced back to caller. 
               
               
                   
                   
                 When complete, play “Is this correct? Please enter 
               
               
                   
                   
                 one for yes or three for no.” 
               
               
                 S230 
                 Script 
                 Entered digits are announced back to caller. 
               
               
                   
                   
                 When complete, play “Is this correct? Please enter 
               
               
                   
                   
                 one for yes or three for no.” 
               
               
                 S232 
                 Route 
                 Number 1 entered route to step S240 
               
               
                 S234 
                 Route 
                 Number 3 entered route to step S220 
               
               
                 S236 
                 Route 
                 Number 1 entered route to step S242 
               
               
                 S238 
                 Route 
                 Number 3 entered route to step S222 
               
               
                 S240 
                 Script 
                 “If you are ready to test, please enter one. If you are 
               
               
                   
                   
                 not ready to test, please enter three or hang-up.” 
               
               
                 S242 
                 Script 
                 “If you are ready to test, please enter one. If you are 
               
               
                   
                   
                 not ready to test, please enter three or hang-up.” 
               
               
                 S244 
                 Route 
                 Number 1 entered route to step S252 
               
               
                 S246 
                 Route 
                 Number 3 entered route to step S220 
               
               
                 S248 
                 Route 
                 Number 1 entered route to step S252 
               
               
                 S250 
                 Route 
                 Number 3 entered route to step S222 
               
               
                 S252 
                 Script 
                 Captured phone number is announced to the caller. 
               
               
                   
                   
                 When complete, play “Is this number correct? Please 
               
               
                   
                   
                 enter one for yes or 3 for no.” 
               
               
                 S254 
                 Route 
                 Number 1 entered route to step S258 
               
               
                 S256 
                 Script &amp; Route 
                 Number 3 entered 
               
               
                   
                   
                 If number incorrect, play “If the number you are 
               
               
                   
                   
                 calling from is incorrect, please continue testing. 
               
               
                   
                   
                 This information has been reported.” 
               
               
                   
                   
                 Route to step S258 
               
               
                 S258 
                 Table Lookup &amp; 
                 Captured CPNID is verified by table look-up. 
               
               
                   
                 Route 
                 If listed in table, route to step S260. 
               
               
                   
                   
                 If not listed in table, route to step S262 
               
               
                 S260 
                 Script 
                 “The calling party identification name is correct. 
               
               
                   
                   
                 Please enter one to continue testing, please enter 
               
               
                   
                   
                 three if you have completed testing.” 
               
               
                 S262 
                 Script 
                 “The calling party identification name is incorrect. 
               
               
                   
                   
                 This information has been reported. Please enter one 
               
               
                   
                   
                 to continue testing, please enter three if you have 
               
               
                   
                   
                 completed testing.” 
               
               
                 S264 
                 Script &amp; Route 
                 Number 1 entered. 
               
               
                   
                   
                 Play “Please make note of the following case code as 
               
               
                   
                   
                 you will need this number to continue testing.” 
               
               
                   
                   
                 Announce 3 digit case code to caller. 
               
               
                   
                   
                 Route to step S270 
               
               
                 S266 
                 Script &amp; Route 
                 Number 3 entered. 
               
               
                   
                   
                 Play “The test has been completed and the results 
               
               
                   
                   
                 have been recorded. Please contact the Project 
               
               
                   
                   
                 Engineer listed in your documentation. Provide the 
               
               
                   
                   
                 case code to the Project Engineer. Thank you.” 
               
               
                   
                   
                 Route to step S272 
               
               
                 S268 
                 Script &amp; Route 
                 Play “Please press the pound key to hear the case 
               
               
                   
                   
                 code again.” 
               
               
                   
                   
                 Pound sign entered, play 3 digit case code. 
               
               
                   
                   
                 No key entry, route to step S272 after 5 seconds. 
               
               
                 S270 
                 Script 
                 Play “Thank you for your time. If you received a 
               
               
                   
                   
                 case code, please hang-up and dial back from the 
               
               
                   
                   
                 next line to continue the testing process. Thank you.” 
               
               
                 S272 
                 Disconnect 
                 If no key input received in 10 seconds, disconnect 
               
               
                   
                   
                 line. 
               
               
                   
               
             
          
         
       
     
         [0036]    As shown in the example of  FIG. 2   a , steps S 224  through S 270  are processes associated with the system data base (described with reference to  FIG. 1 ) and include, inter alia, data capture, data comparison, flagging of errors, web access, reporting, and auto-population of the data base with information. During the call flow, if a data entry error is detected, the technician may be prompted to re-enter correct or requested information.  FIG. 2   b  further illustrates an exemplary call flow where, if the phone number captured and announced to the caller in steps S 252   a/b  is incorrect as confirmed in respective steps S 256   a/b , the flow is routed back to respective steps S 222 /S 220  instead of continuing to respective step S 258   a/b  as in the case of call flow illustrated in  FIG. 2   a.    
         [0037]    Referring to  FIG. 3   a , an exemplary implementation of a system configuration according to an embodiment of the present invention is described as follows. 
         [0038]    System  300  of  FIG. 3   a  includes a PBX  305 , a telephony platform  315 , a test processing unit (TPU)  325 , a client  335  and a browser  345 . In the description that follows, certain software modules and processes are attributed to the individual components noted above; however, one of ordinary skill in the art would readily appreciate that the specific software functionality and corresponding modules and/or code can be configured in any one, or subset of, the plurality of the components noted above. 
         [0039]    In-bound calls from a technician or tester at a branch location or a corporate site are received by the PBX  305  and forwarded, for example via a Primary Rate Interface (PRI) line to a telephony platform  315  that includes Integrated Services Digital Network (ISDN) connections allowing for inbound and outbound calls comprising both, or either, voice and data information. Access to the PBX  305  can be implemented by means of a service, such as TFN (for example, 800#) service, that carries through CLID and CPNID. 
         [0040]    In an exemplary implementation, platform  315  is configured to receive calls from the technician or tester, capture the calling party information including, inter alia, CLID and CPNID, confirm the captured information back to the technician or tester, and store the results of capture and/or confirmation. Communication between the technician or tester and platform  315  is conducted by means of, for example, scripted interactions with the caller (prompting and dual-tone multi-frequency (DTMF) signaling) as described above in the call flow processes with reference to  FIGS. 2   a  and  2   b.    
         [0041]    TPU  325  can be implemented as a server class machine that communicates with platform  315 , for example via internet protocol IP, and controls the status of platform  315 , stores results, and acts as a wed server to view and export test results. 
         [0042]    Client  335  can be implemented as a desktop client application that resides on the TPU  325  or another desktop. Client  335  creates scripts for automated reception of calls and provides scheduling and other administrative control of the system. In an exemplary implementation, the associated software can be installed on a stand-alone desktop or on the TPU  325 . 
         [0043]    Browser  345  can be implemented on any desktop to provide the ability to view and export test results from the Internet when the results are posted as described above with reference to  FIG. 1 . 
         [0044]    A system that facilitates testing for telecommunication compliance according to another embodiment of the present invention is illustrated in  FIG. 3   b  where system  302  comprises a small PBX or Key System Unit  310 , a compliance application server (CAS)  320 , a compliance data base server  330 , a call management telecommunication server  340  and a browser  350 . 
         [0045]    According to an exemplary implementation of system  302 , for dial tone verification an on-site technician at, for example, a branch site can place a call from the site location to a CAS  320  via unit  310 . CAS  320  audits and verifies compliance. On the other hand, for return call validation CAS  320  verifies valid answer results from consumers&#39; returned call by an automated dial back to the site&#39;s CLID phone numbers. According to exemplary embodiments of the present invention, return call validation can be scheduled or performed on-demand. CAS  320  controls the call flow described above with reference to  FIGS. 2   a  and  2   b , executes scripts, accepts inbound calls, and performs outbound calls as needed. 
         [0046]    According to an exemplary implementation, compliance data base server  330  collects and archives data, facilitates generating of reports and alerts, and provides browser access for, for example, at least one desktop browser  350 . Call management telecommunications server  340  can be implemented as any one of, or any combination of, a PBX, Key System, or VoIP device(s). Server  340  can be configured to execute scripted process  360 , as described with reference to  FIGS. 2   a  and  2   b  above. Server  340  facilitates ongoing monitoring of the telecommunication system to ensure compliance where in an exemplary implementation CAS  320  monitors compliance from automated telecommunication system-wide dial back from branch and corporate sites. As noted above, the monitoring can be performed according to a selected schedule or on-demand. 
         [0047]    Referring to  FIG. 4 , a generalized topology of an automated dial tone verification system according to an exemplary embodiment of the present invention includes a rack-mounted server  412  that may include a monitor  416  (akin to server CAS  320  of  FIG. 3   b ), and a processing system  414  (akin to system  315  of  FIG. 3   a ). A network switch  420  provides IP connection for server  412  and processing system  414 . Network switch  420  and process system  414  also connect to an in-bound telephone line via a PRI  430  that is implemented to facilitate control of real-time session traffic particularly in VoIP environment. 
         [0048]    Exemplary implementation of data bases for storage and access of TCPA and TSR reports according to embodiments of the present invention will now be described with reference to  FIGS. 5   a  and  5   b.    
         [0049]    According to an exemplary implementation as shown in  FIG. 5   a , different data base sources are referenced in order to generate TCPA/TSR reports including, for example a telecom order form (TOF) data base  502 , a TCPA data base  504  and a site profile data base  506 . These data bases can be accessed via, for example a server  500  that holds these databases to organize the data  508  (which may include PBX tables, site profile information and TOF) into a uniform format for output in TCPA/TSR reports  510 . 
         [0050]    According to another exemplary implementation as shown in  FIG. 5   b , a combination data base  550  is provided. Combination data base  550  is configured to store information that is obtained through controlled data entry of information. For example, uniform entry of data  552  into data base  550  can be enforced by restricted fields and drop-down selection lists. Should data base  550  be implemented as a relational (for example, Structured Query Language (SQL)) database, improved web portal accessibility may be achieved. Another advantage of a combination data base  550  is improved ability to generate various types of reports  554 , not only TCPA/TSR reports, for documenting system performance, resources, compliance and so on. 
         [0051]    While individual system components have been described with reference to  FIGS. 3   a ,  3   b  and  4 , one of ordinary skill in the art would readily appreciate that the same functionality can be distributed among multiple components and vice-versa. For example, individual servers and databases can be implemented as multiple servers and data bases, or can be consolidated into single systems. Also, multiple browsers can be configured on multiple desktops to facilitate reporting, compiling and viewing of test results at various locations. 
         [0052]    Referring to  FIGS. 6   a  through  6   e , examples of reports and real-time displays associated with dial tone verification according to exemplary embodiments of the present invention are provided to illustrate information available via, for example a browser  345 / 350  (see  FIGS. 3   a  and  3   b ). As shown in  FIG. 6   a , real-time display  600  of a call activity includes, inter alia, summary data of call activity  602  and call log of test applications  604 . As shown in  FIG. 6   b , TCPA test summary display  610  includes, inter alia, a list of open and closed tests  612 , location history  614 , test ID numbers  616  and list of locations  618 , where display elements  614 ,  616  and  618  can be selected to obtain more information (i.e., drilldown) associated therewith. As shown in  FIG. 6   c , TCPA test details display  620  includes, inter alia, a record of location and time of each call  622 , identification of failed calls, as marked by a technician  624  and CLID and CPNID recorded for each call  626 . As shown in  FIG. 6   d , location history display  630  includes, inter alia, a listing of all tests for a given location  632  and test status  634 . As shown in  FIG. 6   e , a historical report of test call activity in display  640  includes, inter alia, a metric comparison  642  of historical test data based on various parameters  644 . 
         [0053]    Although several embodiments of the present invention have been disclosed for illustrative purposes, those skilled in the art will appreciate that various modifications, additions and substitutions are possible, without departing from the scope of the invention. Accordingly, the present invention is not limited to the above-described embodiments.

Technology Category: 5