Method and system for distributing out bound telephone calls
First Claim
1. A system for distributing outbound telephone calls, the system comprising:
- a plurality of dialing devices operable to receive a plurality of call records and to provide a plurality of telephone calls to one or more agents; and
a distribution module interfaced with the plurality of dialing devices and including a plurality of pools and a plurality of queues, the distribution module operable to place the call records into the pools, transfer less than all of the call records from the pools to the queues, and transfer the queues to the dialing devices.
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Accused Products
Abstract
A method and system is provided for the distribution of outbound telephone calls. This method and system includes dialing devices receiving call records and providing telephone calls to one or more agents. Interfaced with the dialing device is a distribution module including pools and queues. The distribution module places the call records into the pools and transfers less than all of the call records to the queues to allow for calling by the dialing devices at peak efficiency. The distribution module transfers the queues to the dialing devices so that the dialing device can place telephone calls. The distribution module monitors the queues to determine when to send additional call records to the queues. In addition, distribution module monitors the results of the call records and updates the call records in the pools so that call records with unsuccessful outcomes can be safely called again later in the day.
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Citations
48 Claims
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1. A system for distributing outbound telephone calls, the system comprising:
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a plurality of dialing devices operable to receive a plurality of call records and to provide a plurality of telephone calls to one or more agents; and
a distribution module interfaced with the plurality of dialing devices and including a plurality of pools and a plurality of queues, the distribution module operable to place the call records into the pools, transfer less than all of the call records from the pools to the queues, and transfer the queues to the dialing devices. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
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29. A method for distributing outbound telephone calls, the method comprising:
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transferring a plurality of call records to a distribution module;
organizing the call records into a plurality of pools;
transferring less than all of the call records from the pools to a plurality of queues; and
transferring the queues to a plurality of dialing devices. - View Dependent Claims (30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47)
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48. A method for distributing outbound telephone calls, the method comprising:
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segmenting a plurality of call records into a plurality of difficulty levels, where the difficulty levels include a first difficulty level and a second difficulty level;
segmenting a plurality of agents into a plurality of skill levels, where the skill levels include a first skill level and a second skill level;
transferring the call records having the first difficulty level to a plurality of agents having the first skill level;
transferring the call records having the second difficulty level to a plurality of agents having the second skill level; and
transferring the call records having the second difficulty level to the agents having the first skill level when the agents having the first skill level deplete the call records having the first difficulty level.
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Specification