Method and apparatus for performing predictive dialing

Details Method and apparatus for performing predictive dialing Method and apparatus for performing predictive dialing

2011-01-18

2011-01-18

Kuntz, Curtis (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S266070, C379S266020, C379S266030, C379S265010, C379S265020, C705S002000, C705S002000

Reexamination Certificate

active

07873157

ABSTRACT:
A method, apparatus and computer program product for performing predictive dialing is presented. A probability of contact for each customer of a plurality of customers for a predetermined period of time is determined. A number of agents available during the predetermined period of time are also determined. A selection is then made regarding which customers to call based on the number of agents available during the time period and the probability of contact for each of the plurality of customers for a predetermined period of time. The number of calls are then placed to the selected customers.

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patent: 2008/0059278 (2008-03-01), Medina et al.
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