Outbound dialing decision criteria based
First Claim
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1. A method for use in managing outgoing contacts in a contact center, comprising:
- (a) receiving a query for a contact;
(b) retrieving a contact from a contact list, the contact list identifying a plurality of parties to be contacted and first contact information associated therewith;
(c) thereafter retrieving second contact information different from the first contact information and relating to the party associated with the contact; and
(d) determining, based on the second contact information and at least one of at or immediately before the placement of the contact, whether or not to contact the party.
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Accused Products
Abstract
A dialer for managing outgoing contacts is provided that includes a contact filtration agent 144 operable to retrieve presence information associated with a party to be contacted and determine, based on the presence information, whether or not to contact the party and, if so, when and where to contact the party.
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Citations
25 Claims
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1. A method for use in managing outgoing contacts in a contact center, comprising:
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(a) receiving a query for a contact;
(b) retrieving a contact from a contact list, the contact list identifying a plurality of parties to be contacted and first contact information associated therewith;
(c) thereafter retrieving second contact information different from the first contact information and relating to the party associated with the contact; and
(d) determining, based on the second contact information and at least one of at or immediately before the placement of the contact, whether or not to contact the party. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A dialer for managing outgoing contacts, comprising:
a contact filtration agent operable to retrieve presence information associated with a party to be contacted and determine, based on the presence information, whether or not to contact the party. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25)
Specification