Outbound dialing decision criteria based
First Claim
Patent Images
1. A method, comprising:
- (a) selecting a first contactee to be contacted by a resource of a contact center, the first contactee having a first address associated with a first communication device, the first communication device communicating by at least a first communication mode;
(b) immediately prior to contacting the first contactee, querying a presence server for presence information associated with the first contactee;
(c) based on the presence information, performing at least one of the following substeps;
(c1) immediately contacting the first contactee if the presence information indicates current availability of the first contactee and postponing contact of the first contactee if the presence information does not indicate current availability of the first contactee;
(c2) selecting a second communication device associated with the first contactee, the first and second communication devices having differing addresses and contacting the first contactee via the second communication device; and
(c3) selecting a second communication mode to communicate with the first contactee, the first and second communication modes being different, and contacting the first contactee via the second communication mode,wherein the contact center resource is a human agent and wherein a contact list contains a list of party identifiers, including an identifier of the first contactee, and contact information for each party identifier the contact information associating the selected first address with a first party identifier for the first contactee, and further comprising;
(d) notifying the agent before the contact with the first contactee is initiated; and
(e) waiting, by a dialer, for confirmation from the agent before initiating the contact.
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Accused Products
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.
253 Citations
19 Claims
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1. A method, comprising:
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(a) selecting a first contactee to be contacted by a resource of a contact center, the first contactee having a first address associated with a first communication device, the first communication device communicating by at least a first communication mode; (b) immediately prior to contacting the first contactee, querying a presence server for presence information associated with the first contactee; (c) based on the presence information, performing at least one of the following substeps; (c1) immediately contacting the first contactee if the presence information indicates current availability of the first contactee and postponing contact of the first contactee if the presence information does not indicate current availability of the first contactee; (c2) selecting a second communication device associated with the first contactee, the first and second communication devices having differing addresses and contacting the first contactee via the second communication device; and (c3) selecting a second communication mode to communicate with the first contactee, the first and second communication modes being different, and contacting the first contactee via the second communication mode, wherein the contact center resource is a human agent and wherein a contact list contains a list of party identifiers, including an identifier of the first contactee, and contact information for each party identifier the contact information associating the selected first address with a first party identifier for the first contactee, and further comprising; (d) notifying the agent before the contact with the first contactee is initiated; and (e) waiting, by a dialer, for confirmation from the agent before initiating the contact. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A contact center, comprising:
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(a) a plurality of resources for servicing customer contacts; and (b) a processor operable to select a first customer for contacting, the first customer having a first address associated with a first communication device, the first communication device communicating by at least a first communication mode;
further operable, prior to contacting the customer, to query a presence server for presence information associated with the first customer; and
, based on the presence information, further operable to perform at least one of the following suboperations;(b1) immediately contact the first customer if the presence information indicates current availability of the customer and postpone contacting the customer if the presence information does not indicate currently availability of the customer for the contact; (b2) select a second communication device associated with the first customer, the first and second communication devices having differing addresses and contact the first customer via the second communication device; and (b3) select a second communication mode to communicate with the first customer, the first and second communication modes being different and contact the first customer via the second communication mode, wherein a contact list contains a list of party identifiers, including an identifier of the first customer, and contact information for each party identifier, the contact information associating the selected first address with a first party identifier for the first customer, and wherein the processor is further operable to notify an agent before the contact with the first customer is initiated; and
wait for confirmation from the agent before initiating the contact. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
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Specification