Outbound dialing decision criteria based
DCFirst Claim
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1. A method for use in managing outgoing contacts in a contact center, comprising:
- (a) receiving a query for a contact;
(b) retrieving a selected contact from a contact list, the contact list identifying a plurality of parties to be contacted and first contact information associated therewith;
(c) thereafter retrieving second contact information different from the first contact information and relating to a first a party associated with the selected contact, wherein the second contact information comprises contact preferences selected by the first party, the preferences including an acceptable time period to place a contact to the first party, a contact mode to be used for the contact to the first party, and identification of a communication device associated with the first party to which the contact may be placed; and
(d) determining, based on the second contact information and at least one of at and immediately before the placement of the contact, whether or not to contact the first party.
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Abstract
A dialer for managing outgoing contacts is provided that includes a contact filtration agent 144 operable to retrieve presence information associated with a party to be contacted and determine, based on the presence information, whether or not to contact the party and, if so, when and where to contact the party.
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Citations
28 Claims
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1. A method for use in managing outgoing contacts in a contact center, comprising:
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(a) receiving a query for a contact;
(b) retrieving a selected contact from a contact list, the contact list identifying a plurality of parties to be contacted and first contact information associated therewith;
(c) thereafter retrieving second contact information different from the first contact information and relating to a first a party associated with the selected contact, wherein the second contact information comprises contact preferences selected by the first party, the preferences including an acceptable time period to place a contact to the first party, a contact mode to be used for the contact to the first party, and identification of a communication device associated with the first party to which the contact may be placed; and
(d) determining, based on the second contact information and at least one of at and immediately before the placement of the contact, whether or not to contact the first party. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A dialer, comprising:
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a contact list, the contact list identifying a plurality of parties to be contacted and first contact information associated therewith; and
a contact filtration agent operable to retrieve presence information associated with a first party on the contact list and determine, based on the retrieved presence information, whether or not to contact the first party, wherein the presence information comprises a plurality of;
contact preferences of the first party, current contact availability of the first party, registration information associated with an identified endpoint device of the first party, information regarding the current accessibility of the endpoint device, the recency of use of the endpoint device by the first party, and recency of authentication by the first party to a network component, and wherein the first contact information is different from the presence information. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. A method, comprising:
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(a) receiving a query for a contact;
(b) retrieving a contact from a contact list, the contact list identifying a plurality of parties to be contacted and first contact information associated therewith;
(c) determining a country of residence of a first party associated with the selected contact;
(d) determining a set of rules respecting contacts in the country;
(e) determining, based on the set of rules, whether or not to contact the first party;
(f) retrieving second contact information different from the first contact information and relating to the first party, wherein the second contact information comprises preferences selected by the first party, the preferences including a plurality of an acceptable time period to place the contact, a contact mode to be used for the contact, and a specific communication device associated with the first party to which the contact is to be placed;
(g) determining, based on the second contact information and at least one of at and/or immediately before the placement of the contact, whether or not to contact the party; and
(h) when the first party is to be contacted, configuring the contact in accordance with the set of rules and the second contact information. - View Dependent Claims (24, 25)
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26. A method, comprising:
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(a) receiving a query for a contact;
(b) selecting a contact from a contact list, the contact list identifying a plurality of parties to be contacted and first contact information associated therewith;
(c) retrieving presence information associated with a first party on the contact list;
(d) determining, based on the retrieved presence information, whether or not to contact the first party, wherein the presence information comprises a plurality of contact preferences of the first party, current contact availability of the first party, registration information associated with an endpoint device of the first party, information regarding the accessibility of the endpoint device, the endpoint'"'"'s telephone number and/or address, the recency of use of the endpoint device, and recency of authentication by the first party to a network component, and wherein the first contact information is different from the presence information;
(e) determining a country of residence of the first party;
(f) determining a set of rules respecting contacts in the country;
(g) determining, based on the set of rules, whether or not to contact the first party; and
(h) when the first party is to be contacted, configuring the contact in accordance with the set of rules and the presence information. - View Dependent Claims (27, 28)
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Specification