System and method for controlling the dialing order of call record lists in an automated dialing system

• US 5,343,518 A
• Filed: 01/14/1993
• Issued: 08/30/1994
• Est. Priority Date: 01/14/1993
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Davox Corporation (Aspect Software Incorporated)
• Inventors: Kneipp, F. Paul
• Primary Examiner(s): Dwyer, James L.
• Assistant Examiner(s): FOURNIER, PAUL
• Application Number:
  US08/005,481
• Time in Patent Office: 593 Days
• Field of Search: 379/355, 379/265, 379/266, 379/92, 379/356, 379/113, 370/110.1
• US Class Current: 379/355.1
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: Y10S 379/904 Auto-calling

Abstract

A system and method for controlling the dialing order of a plurality of call record lists by a predictive dialing system are disclosed. The system includes a flow controller and a list controller. The list controller receives a number of call records from a call list provider for establishing a plurality of call record lists. The flow controller links one or more call lists in a predetermined order to form one or more list flow campaigns which may be later edited or joined together by the flow controller. A predictive dialer receives the call lists according to the list flow campaign and dials telephone numbers in the order directed by the linked call record lists which form the flow campaign. Also disclosed is a method for linking call record lists. The method includes the steps of selecting at least a first call list and a second call list from a plurality of active call record lists, and linking one call record in the first call list to one call record in the second call list to form a flow campaign, and subsequently applying the flow campaign to a dialing system.

Claims

1. A method for controlling the dialing order of a plurality of call record lists by a predictive dialing system, including a predictive dialer, said method comprising the steps of:

selecting at least a first call record list and a second call record list from said plurality of call record lists, each of said first and second call record lists including at least one call record;

providing at least a first link from one of said at least one call records selected from a first one of said at least first and second call record lists, to one of said at least one call records selected from a second one of said at least first and second call record lists, for linking said at least first call record list and said second call record list in a predetermined order providing at least first and second linked lists to form at least a first list flow campaign; and

providing said at least a first list flow campaign to said predictive dialing system, to allow said predictive dialing system to dial telephone numbers included in each call record according to the predetermined order of said at least first and second linked lists in said first list flow campaign.

2. The method of claim 1 wherein each of said first and second call record lists include a plurality of call records;

and

wherein the step of providing at least a first link further includes providing at least a second link from a first call record in a first linked list selected from said first and second call record lists, to a second call record record in said first linked list, for linking said plurality of call records in said first linked list to form said first list flow campaign.

3. The method of claim 1 wherein each of said first and second call record lists include a plurality of call records;

and

wherein the step of providing at least a first link includes the step of providing a first link from a first call record in said first call record list, to a first call record in said second call record list, for linking and ordering said first call record list to said second call record list in a predetermined order to form said first list flow campaign.

4. The method of claim 1 wherein said plurality of call record lists are provided by a host system.

5. The method of claim 3 further comprising the step of changing the predetermined order of said linked first and second call record lists.

6. The method of claim 5 wherein the step of changing the predetermined order of said linked lists comprises the step of:

breaking the at least first link from the first call record in the first call record list to the first call record in the second call record list; and

providing said at least first link from a first call record in said second call record list to a first call record in said first call record list, for linking and ordering said second call record list to said first call record list to form said first list flow campaign with a changed predetermined order of linked lists.

7. The method of claim 5 wherein the step of changing the predetermined order of said linked lists includes the step of linking a third call record list between said first call record list and said second call record list, said step of linking said third call record list comprising the steps of:

providing said at least first link from said first call record in said first call record list to a first call record in said third call record list; and

providing a second link from a second record in said third call record list to said first record in said second call record list.

8. The method of claim 3 wherein said step of providing at least a first link further includes providing a second link between a second call record in said second list to a second call record in said first list.

9. The method of claim 1 further comprising the steps of:

selecting third and fourth call record lists from said plurality of call record lists, each of said third and fourth call record lists including at least one call record;

providing a second link from one of said at least one call records in said third call record list to one of said at least one call records in said fourth call record list, for linking and ordering said third call record list to said fourth call record list in a predetermined order to form a second list flow campaign; and

providing a third link between said first list flow campaign and said second flow campaign.

10. The method of claim 1 further including the step of automatically transferring at least one operator logged onto said first linked list from servicing calls dialed from said first linked list to servicing calls dialed from said second linked list upon the detection of a predetermined condition existing in said first linked list.

11. The method of claim 10 wherein said predetermined condition includes an end condition, wherein all telephone numbers in each call record in said first linked list have been dialed.

12. The method of claim 10 wherein said predetermined condition includes an ending condition wherein said predictive dialer is running out of telephone numbers, included in each call record, to dial.

13. The method of claim 10 wherein said predetermined condition includes a suspended condition, wherein said predictive dialer has suspended dialing of telephone numbers included in each call record.

14. A predictive dialing system comprising:

a call list controller, responsive to a source of call records, each call record including at least one telephone number to be called, for establishing a plurality of call lists, each of said call lists including at least one said call record;

a flow controller, coupled to said call list controller and responsive to said plurality of established call lists, for linking a plurality of call lists in a predetermined order to form at least a first list flow campaign; and

a predictive dialer, coupled to at least said flow controller, and responsive to said at least a first list flow campaign, for dialing at least one telephone number included in each call record of said plurality of linked call record lists forming said first list flow campaign according to said predetermined order of linked call record lists.

15. The predictive dialing system of claim 14 wherein said flow controller is responsive to at least first and second list flow campaigns and to at least one list flow controller list flow control command, for joining and re-ordering said at least first and second flow campaigns.

16. The predictive dialing system of claim 14 wherein said source of call records includes a host processor.

17. The predictive dialing system of claim 14 wherein said call list controller operates off-line from said predictive dialer.

18. The predictive dialing system of claim 14 wherein said flow controller operates on-line with said predictive dialer.

19. A predictive dialing system comprising:

a call list controller, responsive to a source of call records, each call record including at least one telephone number to be called, for establishing a plurality of call record lists, each of said call record lists including at least one said call record;

a flow controller, coupled to said call list controller and responsive to said established call record lists, for providing at least a first link from a first call record in a first call record list selected from said plurality of call record lists, to a first call record in a second call record list selected from said plurality of call record lists, for linking and ordering said first call record list to said second call record list in a first predetermined order to form at least a first list flow campaign, and for applying said at least first list flow campaign to a predictive dialer, and for providing at least a third link from a first call record in a third call record list selected from said plurality of call record lists, to a fourth call record in a fourth call record list selected from said plurality of call record lists, for linking and ordering said third call record list to said fourth call record list in a first predetermined order to form at least a second list flow campaign, and for applying said second list flow campaign to said predictive dialer;

said flow controller responsive to at least said first and second list flow campaigns and to at least one list flow controller list flow control command, for joining and re-ordering said at least first and second list flow campaigns in a second predetermined order once applied to said predictive dialer; and

a predictive dialer, coupled to at least said flow controller, and responsive to said at least first and second list flow campaigns, for dialing at least one telephone number included in each call record of said plurality of linked call record lists forming said at least first and second list flow campaigns according to said predetermined order of linked call record lists and list flows.