Method and system for distributing outbound telephone calls
First Claim
1. A system for distributing outbound telephone calls, the system comprising:
- a plurality of dialing devices operable to receive a plurality of call records and to provide a plurality of telephone calls to one or more agents;
a distribution module interfaced with the plurality of dialing devices and including a plurality of pools and a plurality of queues, the distribution module operable to place the call records into the pools, transfer less than all of the call records from the pools to the queues, and transfer the queues to the dialing devices; and
a plurality of contingency modules associated with the dialing devices, the contingency modules operable to secure the call records within the dialing devices upon a failure of the distribution module.
9 Assignments
0 Petitions
Accused Products
Abstract
A method and system is provided for the distribution of outbound telephone calls. This method and system includes dialing devices receiving call records and providing telephone calls to one or more agents. Interfaced with the dialing device is a distribution module including pools and queues. The distribution module places the call records into the pools and transfers less than all of the call records to the queues to allow for calling by the dialing devices at peak efficiency. The distribution module transfers the queues to the dialing devices so that the dialing device can place telephone calls. The distribution module monitors the queues to determine when to send additional call records to the queues. In addition, distribution module monitors the results of the call records and updates the call records in the pools so that call records with unsuccessful outcomes can be safely called again later in the day.
229 Citations
56 Claims
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1. A system for distributing outbound telephone calls, the system comprising:
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a plurality of dialing devices operable to receive a plurality of call records and to provide a plurality of telephone calls to one or more agents; a distribution module interfaced with the plurality of dialing devices and including a plurality of pools and a plurality of queues, the distribution module operable to place the call records into the pools, transfer less than all of the call records from the pools to the queues, and transfer the queues to the dialing devices; and a plurality of contingency modules associated with the dialing devices, the contingency modules operable to secure the call records within the dialing devices upon a failure of the distribution module. - View Dependent Claims (2)
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3. A system far distributing outbound telephone calls, the system comprising:
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a plurality of dialing devices, each dialing device operable to receive a plurality of call records and to provide a plurality of telephone calls connected to the call records to one or more agents, each agent associated with one dialing device to connect with calls placed only by that associated dialing device; and a distribution module interfaced with the plurality of dialing devices and including a plurality of pools and a plurality of queues, the distribution module operable to place the call records into the pools, transfer less than all of the call records from the pools to the queues, and transfer the queues to the dialing devices; wherein the distribution module transfers call records from a first pool to a first queue and call records from a second pool to a second queue and wherein the distribution module transfers call records from the first pool to the first and second queues when the second pool contains no call records.
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4. A method for distributing outbound telephone calls, the method comprising:
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transferring a plurality of call records to a distribution module; organizing the call records into a plurality of pools; transferring less than all of the call records from the pools to a plurality of queues; transferring the queues to a plurality of dialing devices; dialing at each dialing device the call records of a transferred queue; and altering the transferring of call records from at least one of the pools to at least one of the queues without stopping the dialing.
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5. A method for distributing outbound telephone calls, the method comprising:
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transferring a plurality of call records to a distribution module; organizing the call records into a plurality of pools; transferring call records from a first pool to a first set of one or more queues; transferring call records for a second pool to a second set a one or more queues; transferring the queues to a plurality of dialing devices; dialing all of the call records of the first pool; and transferring call records from the second pool to the first set of one or more queues.
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6. A method for distributing outbound telephone calls, the method comprising:
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transferring a plurality of call records to a distribution module; organizing the call records into a plurality of pools; transferring less than all of the call records from the pools to a plurality of queues using a plurality of selection rules; transferring the queues to a plurality of dialing devices; dialing at each dialing device the call records of the queue transferred to the dialing device; and connecting contacts of a dialing device to agents associated only with that dialing device; wherein the selection rules comprise two or more pools transferring call records to the queues based on a priority for each pool.
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7. A method for distributing outbound telephone calls, the method comprising:
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transferring a plurality of call records to a distribution module; organizing the call records into a plurality of pools; transferring less than all of the call records from the pools to a plurality of queues using a plurality of selection rules; and transferring the queues to a plurality of dialing devices, each dialing device having agents associated only with that dialing device that connect with contacts made by dialing call records by the that dialing device; wherein the selection rules comprise two or more pools simultaneously transferring call records to the queues.
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8. A method for distributing outbound telephone calls, the method comprising:
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transferring a plurality of call records to a distribution module; organizing the call records into a plurality of pools; transferring less than all of the call records from the pools to a plurality of queues; and transferring the queues to a plurality of dialing devices by locking the call records to each dialing device, creating a plurality of contingency files specific for each dialing device and updating the contingency files with call attempt results.
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9. A method for distributing outbound telephone calls, the method comprising:
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transferring a plurality of call records to a distribution module; organizing the call records into a plurality of pools; transferring call records from a first pool to a first queue; transferring call records from a second pool to a second queue; transferring the queues to a plurality of dialing devices, each dialing device having plural agents, the agents assigned only to that dialing device to connect with contacts made by dialing the call records with that dialing device; and transferring call records from the first pool to the first and second queues when the second pool become depleted.
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10. A system for distributing outbound telephone calls, the system comprising:
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a plurality of dialing devices, each dialing device associated with plural agents and operable to receive a plurality of call records and to provide a plurality of telephone calls to the plural agents associated with the dialing device; and a distribution module interfaced with the plurality of dialing devices and including a plurality of pools and a plurality of queues, the distribution module operable to place the call records into the pools, transfer less than all of the call records from the pools to the queues, and transfer the queues to the dialing devices. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37)
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38. A method for distributing outbound telephone calls, the method comprising:
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transferring a plurality of call records to a distribution module; organizing the call records into a plurality of pools; transferring less than all of the call records from the pools to a plurality of queues; transferring the queues to a plurality of dialing devices, each dialing device having plural associated agents; and dialing at the dialing devices the call records of the transferred queues to connect agents associated with each dialing device to call records contacted by each dialing device. - View Dependent Claims (39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56)
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Specification