System and method for call dialing and call information...

Details System and method for call dialing and call information... System and method for call dialing and call information...

2007-07-24

2007-07-24

Smith, Creighton (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S088250

Reexamination Certificate

active

11005641

ABSTRACT:
A method and system for outbound dialing of contacts and collecting call information in which one or more customers are allowed to submit records from the customers' mainframes for a plurality of contacts to be called for the customers via a dialing mode of a hosted software system for sending event-driven alert messages. Based on the records submitted by the customers, the dialing mode of the hosted software system initiates calls to the contacts, and when and if a right-party contact is reached for a particular customer, the call is delivered from the dialing mode to an agent at one of a plurality of call centers of the particular customer according to predefined agent selection rules for outbound call routing. In addition, data regarding the call to the contact is collected.

REFERENCES:
patent: 6603854 (2003-08-01), Judkins et al.
patent: 6708039 (2004-03-01), Harder
patent: 6766012 (2004-07-01), Crossley
patent: 2005/0128961 (2005-06-01), Miloslavsky et al.

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