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METHOD FOR TELEPHONY CALL BLENDING

  • US 20020041674A1
  • Filed: 11/18/1999
  • Published: 04/11/2002
  • Est. Priority Date: 11/04/1997
  • Status: Active Grant
First Claim
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1. A telephony dialing system for use with a call center, comprising:

  • a list of telephone numbers to be dialed;

    a dialing rate controller; and

    sensors adapted for monitoring activity of the call center, including call volume, call characteristics, and agent availability;

    wherein the dialing rate controller sets dialing rate for the dialing system based on one of a maximum allowed overdial probability and a desired agent utilization factor.

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