Method and system for distributing outbound telephone calls
First Claim
1. A system for distributing outbound telephone calls, the system comprising:
- a distribution module server having a plurality of call records, the distribution module operable server configured to place the respective subsets of the plurality of call records into plural queues and associated with a single campaign, the server further configured to transfer each of the plural queues to a respective one of plural a plurality of dialing devices, wherein each of the plurality of dialing device operable to support devices comprises a predictive dialer in a respective contact center that is configured to originate plural contacts for plural agents with the using one of the respective subsets of the plurality of call records,wherein the server is further configured to;
monitor each of the plurality of dialing devices to determine contact results comprising at least one of right party contacts, wrong party contacts, no answers, and detection of answering machines associated with the plural contacts originated using the one of the respective subsets of the plurality of call records, andautomatically transfer additional call records from the plurality of call records to one or more of the plural queues based on at least one of the right party contacts, the wrong party contacts, the no answers, and the detection of answering machines.
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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.
208 Citations
17 Claims
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1. A system for distributing outbound telephone calls, the system comprising:
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a distribution module server having a plurality of call records, the distribution module operable server configured to place the respective subsets of the plurality of call records into plural queues and associated with a single campaign, the server further configured to transfer each of the plural queues to a respective one of plural a plurality of dialing devices, wherein each of the plurality of dialing device operable to support devices comprises a predictive dialer in a respective contact center that is configured to originate plural contacts for plural agents with the using one of the respective subsets of the plurality of call records, wherein the server is further configured to; monitor each of the plurality of dialing devices to determine contact results comprising at least one of right party contacts, wrong party contacts, no answers, and detection of answering machines associated with the plural contacts originated using the one of the respective subsets of the plurality of call records, and automatically transfer additional call records from the plurality of call records to one or more of the plural queues based on at least one of the right party contacts, the wrong party contacts, the no answers, and the detection of answering machines. - 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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organizing call records at a distribution module server into a plurality of queues associated with a single campaign, wherein each of the plurality of queues is associated with a respective subset of the call records; distributing each queue of the plurality of queues to a respective one of a plurality of dialing devices; attemptingoriginating outbound telephone calls withusing the respective subset of the call records of one of the queueplurality of queues at each dialing devicethe respective one of the plurality of dialing devices;
andproviding each of the outbound telephone call calls to one of plural agents associated with each dialing device the respective one of the plurality of dialing devices; communicating call attempt results from the respective one of the plurality of dialing devices to the server; monitoring the call attempt results comprising at least one of right party contacts, wrong party contacts, no answers, and detection of answering machines by the server of the outbound telephone calls at the respective one of the plurality of dialing devices; and automatically distributing an additional subset of the call records by the server to the one of the plurality of queues of the respective one of the plurality of dialing devices based on at least one of the right party contacts, the wrong party contacts, the no answers, and the detection of answering machines. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17)
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Specification