SYSTEM AND METHOD FOR A PROGRESSIVE DIALER FOR OUTBOUND CALLS

摘要

A system and method are disclosed herein for an automated progressive dialer system. The system comprises maintaining a callee database for a calling campaign. A Presence registrar is maintains a list of call center agents, wherein the list comprises the agent's current state, account information and other metrics. An agent progressive dialer (APD) indicates an agent's current state to the Presence registrar and maintains an agent's open line to connect with a connected outbound call to a callee. One or more callees are selected to call based upon the agent's current state. Outbound calls are placed to the selected callee using a callee progressive dialer (CPD). Upon successfully connecting a call to a callee, the Presence registrar provides an available agent with an open line to receive the call. The CPD then bridges the successfully connected callee outbound call with the available agent's open line on the APD.

主权项

1. A system for establishing a communication session comprising:
an agent availability unit for connection to a plurality of agent terminals containing an availability status for each of the plurality of agent terminals, a recipient database containing a plurality of recipient identifiers, a recipient selection unit communicatively coupled to the agent availability unit and to the recipient database, wherein the recipient selection unit is configured to select one or more selected identifiers from the plurality of recipient identifiers based on a status indication received from the agent availability unit, an outbound communication unit communicatively coupled to the recipient selection unit and to the agent availability unit, wherein the outbound communication unit is configured to:
receive from the recipient selection unit the one or more selected identifiers,transmit a communication request directed to a first selected identifier of the one or more selected identifiers,receive an indication of communication acceptance,establish a first communication path with a recipient terminal associated with the first selected identifier, and
transmit an agent selection request to the agent availability unit, anda connection unit, wherein, responsive to receiving an agent selection request, the agent availability unit is configured to select a first agent terminal from the plurality of agent terminals,wherein an inbound communications unit is configured to establish a second communication path with the first agent terminal, and wherein the connection unit is configured to bridge the first communication path and the second communication path.