Call record scheduling system and method

• US 5,822,400 A
• Filed: 08/19/1996
• Issued: 10/13/1998
• Est. Priority Date: 08/19/1996
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Davox Corporation (Aspect Software Incorporated)
• Inventors: Smith, B. Scott
• Primary Examiner(s): Kuntz, Curtis A.
• Assistant Examiner(s): Barnie, Rexford N.
• Application Number:
  US08/699,292
• Time in Patent Office: 785 Days
• Field of Search: 379/67, 379/265, 379/266, 379/113, 379/114, 379/128, 379/133, 379/34, 379/309
• US Class Current: 379/32.02
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

A call record scheduling system for prioritizing call records for an outbound dialing system. Call records are downloaded to a call center record manager which preliminarily filters the records to select only certain records for a call campaign. Call records are then individually processed to produce a time range and priority for each call record to be dialed. This time range and priority are inserted into a priority table which may have more than one entry for each call record. A call record scheduler scans the priority table and selects call records to be downloaded to the outbound dialer to be presently dialed. The call record scheduler dynamically adjusts the priority table, including inserting and deleting priority table entries and changing the priority value. The present system allows control over when to place telephone calls during an ongoing telephone campaign, thereby increasing the likelihood of reaching the called party.

Claims

1. A call account scheduling system, comprising:

a source of call records to be processed;

a call center call record manager, responsive to said call records to be processed, and responsive to at least one user selectable call record selection criteria, for selecting a plurality of call records to be dialed, and for generating at least one call record time range and call priority value for each call record to be dialed, and for storing said at least one call record time range and call priority value for each call record to be dialed into a call record priority table; and

a call account scheduler, responsive to said call record priority table and to call record call results received from a call dialer, for scanning said call record priority table, for determining which call record should be processed next, and for providing said call record to be processed next to a call dialer, wherein said call account scheduler dynamically recalculates at least said call record call priority value stored in said call record priority table based on said call record call results received from said call dialer while said call center manager is providing call records to said call dialer, to determine which call record should be processed next.

2. The call account scheduling system of claim 1, wherein said call center record call manager dynamically adjusts said call record time range and call priority value based on said user selectable call record selection criteria.

3. The call account scheduling system of claim 1, wherein each of said call records to be processed include a unique call record identifier.

4. The call account scheduling system of claim 1, wherein said call account scheduling system includes historical data on call activity.

5. The call account scheduling system of claim 4, wherein each of said call records to be processed contain said historical data on call activity.

6. The call account scheduling system of claim 4, wherein said call center call record manager contains said historical data on call activity.

7. The call account scheduling system of claim 4, wherein said historical data on call activity includes at least one time indication representing at least one previous contact time with a called party associated with a given call record.

8. The call account scheduling system of claim 4, wherein said historical data on call activity is subsequently updated with results of said call record being dialed by said call dialer.

9. The call account scheduling system of claim 1, wherein said user selectable call record selection criteria includes time zone information.

10. The call account scheduling system of claim 1, wherein said user selectable call record selection criteria includes call accounts whose collection due date is past due by a predetermined time period.

11. The call account scheduling system of claim 1, wherein said user selectable call record selection criteria includes call accounts wherein a collection dollar amount due exceeds a predetermined dollar amount value.

12. The call account scheduling system of claim 1, wherein said user selectable call record selection criteria includes toll call charge rate.

13. The call account scheduling system of claim 1, wherein said user selectable call record selection criteria includes at least one telephone number area code.

14. A method of ordering and dialing a plurality of call records for a call record dialing system, said method comprising the steps of:

providing a source of call records to be processed;

providing a call center call record manager;

receiving at least one user selectable call record selection criteria;

generating at least one call record time range and call priority value for each of said plurality of call records from said source of call records desired to be actually processed in response to said received at least one user selectable call record selection criteria;

storing said at least one call record time range and call priority value in a call record priority table;

scanning said call record priority table to determine which call record should be processed next including selecting at least one call record to be dialed next based on said time range and priority entry from said call record priority table, wherein said step of scanning dynamically recalculates at least one said call record call priority value stored in said call record priority table based on call record call results received from a call dialer while call records are provided to said call dialer, to determine which call record should be processed next; and

dialing said at least one selected call record to be dialed next.

15. The method of claim 14, including the step of:

filtering said plurality of call records from said source of call records to be potentially processed to exclude at least one call record based on said user selectable call record selection criteria.

16. The method of claim 14, wherein each of said call records to be potentially processed contain historical data on call account activity.

17. The method of claim 16, further including the step of:

after dialing said plurality of call records, updating said historical data on call record activity contained in said call records.

18. The method of claim 14 wherein each of said call records to be potentially processed contain a unique record identifier.

19. The method of claim 14 including the step of:

during dialing of said at least one selected call record to be dialed next, dynamically recalculating at least one said call record call priority value stored in said call record priority table based on call record call results received from a call dialer while call records are provided to said call dialer, to determine which call record should be processed next based on a second user selectable call record selection criteria.

20. The method of claim 19, wherein said user selectable call record selection criteria includes the passage of real time.

21. The method of claim 19, wherein said user selectable call record selection criteria includes the ratio of said plurality of call records being connected.