Invention Grant
- Patent Title: Providing agent availability for an outdial application
- Patent Title (中): 为不适当的应用程序提供代理可用性
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Application No.: US11864075Application Date: 2007-09-28
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Publication No.: US08693674B1Publication Date: 2014-04-08
- Inventor: Kenneth A. Darby , Jason J. Kroh
- Applicant: Kenneth A. Darby , Jason J. Kroh
- Applicant Address: US NE Omaha
- Assignee: West Corporation
- Current Assignee: West Corporation
- Current Assignee Address: US NE Omaha
- Main IPC: H04M5/00
- IPC: H04M5/00 ; H04M3/00

Abstract:
A system, method, and computer readable medium for utilizing agent availability by an outdial application are provided. A routine may be periodically run by an outdial server that evaluates agent availability in a call center backend. If any agents are available, the routine may schedule a pre-defined number of calls per available agent. A number of phone numbers corresponding to the number of scheduled calls may then be fetched by the routine from a phone number database. Once calls are initiated by the outdial server, the routine again checks if any agents are available. In the event that an agent is available, a scheduled phone number is retrieved, and a call is placed thereto and connected with an available agent. After a successful call connection is made, the outdial application may again check the agent availability. If no agent is available, the outdial application may reschedule itself.
Information query