Method and system for distributing outbound telephone calls
DCFirst Claim
1. A system for distributing outbound telephone calls, the system comprising:
- one or more dialing devices, eacha dialing device associated with plurala plurality of agents and operable, wherein the dialing device is configured to receive a plurality of call records associated with a campaign and to provide a plurality of telephone calls to the pluralplurality of agents associated with the dialing device; and
a distribution module server interfaced with at least one of the dialing devices the dialing device, the distribution module server having a plurality of pools and a plurality of queues,the distribution module operable server configured to place the plurality of call records into the plurality of pools,transfer a set of call records comprising less than all of the plurality of call records from at least the one of the plurality of pools to at least one of the plurality of queues, andtransfer at least the one of the plurality of queues to the at least one dialing device,monitor contact attempt results comprising at least one of a right party contact, a wrong party contact, a no answer, and a detection of an answering machine associated with the plurality of call records to determine that a predetermined number of the less than all of the plurality of call records have been contacted by the dialing device, andin response to determining that the predetermined number of the set of call records have encountered at least one of the right party contact, the wrong party contact, the no answer, and the detection of an answering machine by the dialing device, automatically transfer additional call records from the plurality of call records from the one of the plurality of pools to the one of the plurality of queues.
9 Assignments
Litigations
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.
-
Citations
17 Claims
-
1. A system for distributing outbound telephone calls, the system comprising:
-
one or more dialing devices, eacha dialing device associated with plurala plurality of agents and operable, wherein the dialing device is configured to receive a plurality of call records associated with a campaign and to provide a plurality of telephone calls to the pluralplurality of agents associated with the dialing device; and a distribution module server interfaced with at least one of the dialing devices the dialing device, the distribution module server having a plurality of pools and a plurality of queues, the distribution module operable server configured to place the plurality of call records into the plurality of pools, transfer a set of call records comprising less than all of the plurality of call records from at least the one of the plurality of pools to at least one of the plurality of queues, and transfer at least the one of the plurality of queues to the at least one dialing device, monitor contact attempt results comprising at least one of a right party contact, a wrong party contact, a no answer, and a detection of an answering machine associated with the plurality of call records to determine that a predetermined number of the less than all of the plurality of call records have been contacted by the dialing device, and in response to determining that the predetermined number of the set of call records have encountered at least one of the right party contact, the wrong party contact, the no answer, and the detection of an answering machine by the dialing device, automatically transfer additional call records from the plurality of call records from the one of the plurality of pools to the one of the plurality of queues. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
-
-
9. A method for distributing outbound telephone calls, the method comprising:
-
transferring a plurality of call records of a calling campaign to a distribution module server; organizing the plurality of call records into a plurality of pools; transferring less than all of the plurality of call records from the plurality of pools to a plurality of queues; transferring at least one of a queue from the plurality of queues to at least one a dialing device, the dialing device having plural associated agents;
anddialing at the dialing device the a set of call records of the transferred queue transferred to the queue;
to connectconnecting agents associated with the dialing device tousing the set of call records contacted by the dialing device; monitoring call attempt results comprising at least one of a right party contact, a wrong party contact, a no answer, and a detection of an answering machine of the outbound telephone calls at the dialing device; communicating the call attempt results to the server; and automatically distributing additional call records to the queue of the dialing device based on at least one of the right party contact, the wrong party contact, the no answer, and the detection of the answering machine. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17)
-
Specification