Method for predictive dialing
First Claim
1. A method for providing a continuous sequence of completed telephone calls to a plurality of operators using a telephone system having a switch for dialing calls over a plurality of telephone lines, comprising the steps of:
- (a) dialing a plurality of calls over said telephone lines;
(b) predicting a number of operators expected to be available to handle a call completion at an end of a predetermined time interval;
(c) predicting a number of calls expected to be completed during the predetermined time interval;
(d) processing the predicted number of calls to generate a weighted number of calls expected to be completed during the predetermined time interval;
(e) determining whether the weighted number of calls is less than the predicted number of operators;
(f) if the weighted number of calls is less than the predicted number of operators, dialing another call; and
(g) repeating steps (e)-(f) until the weighted number of calls is equal to the predicted number of operators.
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Accused Products
Abstract
The present invention describes a method and apparatus for predictive dialing in a multi-operator telephone system which improves the productivity of operators while simultaneously reduces customer "unattended" calls. These objectives are achieved by generating a prediction of the number of operators expected to be available at the end of a predetermined time interval in the future, as well as a prediction of the number of calls expected to be successfully completed during that time interval. The predicted number of calls is then weighted by an "weighting" factor which is controlled by variations in the percentage of unattended calls and variations in the average operator idle-time between calls. The system dynamically adjusts the number of calls dialed based on short term comparisons of the weighted predicted number of calls versus the predicted number of operators, and based on periodic adjustment of the weighting factor.
111 Citations
12 Claims
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1. A method for providing a continuous sequence of completed telephone calls to a plurality of operators using a telephone system having a switch for dialing calls over a plurality of telephone lines, comprising the steps of:
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(a) dialing a plurality of calls over said telephone lines; (b) predicting a number of operators expected to be available to handle a call completion at an end of a predetermined time interval; (c) predicting a number of calls expected to be completed during the predetermined time interval; (d) processing the predicted number of calls to generate a weighted number of calls expected to be completed during the predetermined time interval; (e) determining whether the weighted number of calls is less than the predicted number of operators; (f) if the weighted number of calls is less than the predicted number of operators, dialing another call; and (g) repeating steps (e)-(f) until the weighted number of calls is equal to the predicted number of operators. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method for providing a continuous sequence of completed telephone calls to a plurality of operators using a telephone system having a switch for dialing calls over a plurality of telephone lines, comprising the steps of:
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(a) dialing a plurality of calls over said telephone lines; (b) predicting a number of operators expected to be available to handle a call completion at an end of a predetermined time interval; (c) predicting a number of calls expected to be completed during the predetermined time interval; (d) multiplying the predicted number of calls by a predetermined weighting factor to generate a weighted number of calls expected to be completed during the predetermined time interval; (e) determining whether a predetermined number of calls have been dialed; (f) if the predetermined number of calls have not been dialed, determining whether the weighted number of calls are less than the predicted number of operators; (g) if the weighted number of calls are less than the predicted number of operators, dialing another call; (h) repeating steps (f)-(g) until the weighted number of calls are equal to the predicted number of operators; and (i) if the predetermined number of calls have been dialed, adjusting the predetermined weighting factor. - View Dependent Claims (11, 12)
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Specification