Method for low priority telephony system assisted dialing

• US 5,495,523 A
• Filed: 06/01/1994
• Issued: 02/27/1996
• Est. Priority Date: 06/01/1994
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Davox Corporation (Aspect Software Incorporated)
• Inventors: Smith, B. Scott, Stent, Robert J., Curreri, Anthony
• Primary Examiner(s): Hofsass, Jeffery
• Assistant Examiner(s): Dharia, Parag
• Application Number:
  US08/251,739
• Time in Patent Office: 636 Days
• Field of Search: 379/208, 379/265, 379/266, 379/216, 379/309, 379/209
• US Class Current: 379/266.1
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• 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 maintaining disconnected call record events in a pending condition is provided until an available agent is acquired to service the disconnected call record event. The method includes the steps of reprioritizing the disconnected call record event to a lower priority level value and comparing the priority level value of the disconnected call record event with the priority levels of the additional pending call record events. Upon the disconnected call record event having a priority level value equal to or higher than the additional call record events, an available agent is requested and a second outbound call is placed for the previously disconnected call record event. The requested available agent is connected to the second outbound call upon an outside party answering the second outbound call.

Claims

1. A method of reprioritizing and redialing a plurality of call record events by an automated telephony system, comprising the steps of:

receiving at least a first call record including a telephone number to be dialed by said automated telephony system;

establishing at least a first call record event associated with said received first call record, said automated telephony system including a plurality of previously established pending call record events associated with a plurality of previously received call records, each previously established pending call record event having a preassigned priority level;

placing a call to said telephone number included in said received at least a first call record;

assigning a first priority level to said at least a first call record event by said automated telephony system as said automated telephony system detects a first telephone line connection to an outside party answering said placed call;

maintaining as pending said first call record event after said detected first telephone Line connection to said outside party becomes terminated;

reprioritizing said pending at least a first call record event from said first priority level to a second priority level after said detected first telephone line connection becomes terminated, said second priority level having a priority level value lower than a priority level value of said first priority level;

comparing said second priority level value of said pending first call record event with said preassigned priority level value of each of said plurality of previously established pending call record events associated with said plurality of previously received call records;

requesting an agent resource from said automated telephony system, for servicing said at least a first call record event upon said pending first call record event having a priority level value equal to or higher than said preassigned priority level value of each of said plurality of previously established pending call record events;

dialing said telephone number included in said first call record by said automated telephone system, for acquiring a second telephone line connection to said outside party, after requesting said agent resource; and

connecting said acquired second telephone line connection to said requested agent resource upon an outside party answering said second telephone line connection.

2. The method of claim 1, wherein said automated telephony system includes an outbound dialing processing manager for reprioritizing and redialing said plurality of call record events.