System and method for an improved predictive dialer

Details System and method for an improved predictive dialer System and method for an improved predictive dialer

1995-10-13

1996-10-29

Zele, Krista M.

Telephonic communications

Special services

Abbreviated dialing or direct call

379113, 379266, 379309, H04M 342, H04M 1500, H04M 300

Patent

active

055704190

ABSTRACT:
There is disclosed a system and method for controlling the call placement rates of a predictive dialer telephone system in which outbound calls are automatically placed in anticipation of telephone agents becoming available. The system allows a system supervisor to specify target values of agent utilization, customer hold time, and drop rate for the system. The system then paces outbound telephone calls to maintain the specified parameter as close as possible to the target value specified by the system supervisor.

REFERENCES:
patent: 4599493 (1986-07-01), Cave
patent: 4797911 (1989-01-01), Szlam et al.
patent: 4829563 (1989-05-01), Crockett et al.
patent: 5155763 (1992-10-01), Bigus et al.
patent: 5247569 (1993-09-01), Cave
patent: 5327490 (1994-07-01), Cave

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