Apparatus and Methods Incorporating Presence Dynamics

• US 20090168977A1
• Filed: 12/27/2007
• Published: 07/02/2009
• Est. Priority Date: 12/27/2007
• Status: Abandoned Application

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Galvin, Brian
• Application Number:
  US11/964,991
• Publication Number:
  US 20090168977A1
• Time in Patent Office: Days
• US Class Current: 379/93.10
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04L 67/54 Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
• CPC Class Codes: H04M 3/42093 Notifying the calling party of information on the called or connected party
• CPC Class Codes: H04M 3/42365 Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

A method for enhancing connect probability in outbound calling comprises steps of (a) collecting presence data related to web activity over time for a plurality of persons and storing the presence data for each person associated with at least one contact address for the person; (b) selecting a person or address for an outbound call; and (c) consulting the stored presence data, and upon finding presence data associated with the person or address selected, considering the presence data in making the call.

Claims

1. A method for enhancing connect probability in outbound calling, comprising steps of:

(a) collecting presence data related to web activity over time for a plurality of persons and storing the presence data for each person associated with at least one contact address for the person;

(b) selecting a person or address for an outbound call; and

(c) consulting the stored presence data, and upon finding presence data associated with the person or address selected, considering the presence data in making the call.

2. The method of claim 1 wherein in steps (b) and (c) outbound calling is conducted by an outbound dialer following a list of addresses, and calls are placed or skipped depending on presence data found.

3. The method of claim 1 further comprising a step for performing statistical analysis on the stored presence data, and using the result of the statistical analysis in planning outbound call campaigns.

4. A system for outbound calling, comprising:

stored presence data related to web activity collected from a plurality of persons;

a mechanism for selecting at least one person or address for an outgoing call; and

a dialing mechanism for placing the outgoing call;

wherein the dialing mechanism consults the stored presence data in making a call, and upon finding presence data associated with the person or address selected for the call, considers the presence data in making the call.

5. The system of claim 4 wherein the dialing mechanism is an automatic outbound dialer following a list of addresses, and calls are placed or skipped based on presence data found.

6. The system of claim 4 further comprising a mechanism for performing statistical analysis on the stored presence data, and wherein the result of the analysis is used in planning outbound call campaigns.