Telecommunication system with inbound call responsive predictive outdialing system and method
First Claim
1. A telecommunication system having an automatic call distributor with a multiport switch controlled by a central control processing unit, said automatic call distributor coupled with an external telephonic network of external telephonic units comprising:
- means for designating selected agent telephonic units for combined inbound and outdialed operation;
means for automatically distributing both outdialed calls and inbound calls to each of the agent telephonic units selected for combined inbound and outdialed operation includingmeans for automatically distributing outdialed calls to each of said selected agent telephonic units coupled with the call distributor, andmeans for automatically distributing inbound calls to each of said selected agent telephonic units; and
means for coordinating the outdial call distributing means with the inbound call distributing means to reduce average incoming call waiting time due to excessive distribution of outdialed calls to the selected agent telephonic units includingmeans for monitoring the number of inbound calls received by the call distributor and distributed to the selected agent telephonic units and the number of outdialed calls initiated by the call distributor and distributed to the selected agent telephonic units,means responsive to the monitoring means for calculating the rate of inbound calls of the selected agent telephonic units compared to the rate of outdialed calls of the selected agent telephonic units, andmeans responsive to the calculating means to automatically control the rate of outdialed calls of the selected agent telephonic units compared to the rate of inbound calls distributed to the selected agent telephonic units.
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Accused Products
Abstract
A telecommunication system (10) having an automatic call distributor (12) with a multiport switch (14) controlled by a central control processing unit (16) in conjunction with a main memory (18) and in which the automatic call distributor (12) is coupled with an external telephonic network (26) having external telephonic units (22) for automatically distributing outdialed calls answered at the external units (22) to an agent telephonic unit (20) and for automatically distributing inbound calls received at the multiport switch (14) for the external units (22) to the agent telephonic unit (20), the automatic call distributor (12) is coupled with a tandem computer (34) which determines the pacing of outdialed calls by coordinating the number of outdial calls made with the number of inbound calls received to reduce the average incoming call waiting time due to excessive distribution of outdialed calls to the agent telephonic unit.
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Citations
20 Claims
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1. A telecommunication system having an automatic call distributor with a multiport switch controlled by a central control processing unit, said automatic call distributor coupled with an external telephonic network of external telephonic units comprising:
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means for designating selected agent telephonic units for combined inbound and outdialed operation; means for automatically distributing both outdialed calls and inbound calls to each of the agent telephonic units selected for combined inbound and outdialed operation including means for automatically distributing outdialed calls to each of said selected agent telephonic units coupled with the call distributor, and means for automatically distributing inbound calls to each of said selected agent telephonic units; and means for coordinating the outdial call distributing means with the inbound call distributing means to reduce average incoming call waiting time due to excessive distribution of outdialed calls to the selected agent telephonic units including means for monitoring the number of inbound calls received by the call distributor and distributed to the selected agent telephonic units and the number of outdialed calls initiated by the call distributor and distributed to the selected agent telephonic units, means responsive to the monitoring means for calculating the rate of inbound calls of the selected agent telephonic units compared to the rate of outdialed calls of the selected agent telephonic units, and means responsive to the calculating means to automatically control the rate of outdialed calls of the selected agent telephonic units compared to the rate of inbound calls distributed to the selected agent telephonic units. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. In a telecommunication system having an automatic call distributor with a multiport switch controlled by a central control processing unit, said automatic call distributor coupled with an external telephonic network of external telephonic units, the improvement being a method of automatically distributing outdialed calls comprising the steps of:
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designating selected agent telephonic units for combined inbound and outdialed operation; automatically distributing both outdialed calls and inbound calls to each of the agent telephonic units selected for combined inbound and outdialed operation including automatically distributing outdialed calls to each of said selected agent telephonic units coupled with the call distributor, automatically distributing inbound calls to each of said selected agent telephonic units; coordinating the distribution of outdialed calls with the distribution of inbound calls to reduce average incoming call waiting time due to excessive distribution of outdialed calls to the selected agent telephonic units; monitoring the number of inbound calls received by the call distributor and distributed to the selected agent telephonic units and the number of outdialed calls initiated by the call distributor and distributed to the selected agent telephonic units;
.calculating the rate of inbound calls of the selected agent telephonic units compared to the rate of outdialed calls of the selected agent telephonic units in response to the monitoring of the number of inbound calls and outdialed calls; and automatically controlling the rate of outdialed calls compared to the rate of inbound calls distributed to the selected agent telephonic units in response to the calculation of the rate of inbound calls to outdialed calls. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification