System and method for predictive outdialing

Details System and method for predictive outdialing System and method for predictive outdialing

1994-06-30

1996-09-03

Hofsass, Jeffery

Telephonic communications

Centralized switching system

Call distribution to operator

379266, 379309, 379 92, 379216, 379112, H04Q 364

Patent

active

055531334

ABSTRACT:
System and method for outdialing telephone calls on a basis which takes into account the availability of agents who are assigned to process telephone calls placed. In accordance with the invention, telephone calls are placed ahead of the availability of agents so that the overall productivity of the agents is increased. The number of telephone calls that should be placed is determined in light of the actual measurements of system performance and in light of performance objectives. The determinations are dynamically refined based on measurements of actual agent and telephone call activity provided by the telephone system.

REFERENCES:
patent: 4800583 (1989-01-01), Theis
patent: 4829563 (1989-05-01), Crockett et al.
patent: 4933964 (1990-06-01), Girgis
patent: 5020095 (1991-05-01), Morganstein et al.
patent: 5164983 (1992-11-01), Brown et al.
patent: 5295184 (1994-03-01), Smith et al.
patent: 5327490 (1994-07-01), Cave
patent: 5327491 (1994-07-01), Syu
patent: 5341412 (1994-08-01), Ramot et al.

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