Method and system for distributing outbound telephone calls
First Claim
1. A system for distributing outbound telephone calls, the system comprising:
- one or more 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 at least one of the dialing devices, the distribution module having 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 at least one of the pools to at least one of the queues, and transfer at least one of the queues to the at least one dialing device.
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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.
187 Citations
17 Claims
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1. A system for distributing outbound telephone calls, the system comprising:
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one or more 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 at least one of the dialing devices, the distribution module having 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 at least one of the pools to at least one of the queues, and transfer at least one of the queues to the at least one dialing device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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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 less than all of the call records from the pools to a plurality of queues; transferring at least one of the queues to at least one dialing device, the dialing device having plural associated agents; and dialing at the dialing device the call records of the transferred queue to connect agents associated with the dialing device to call records contacted by the dialing device. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17)
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Specification