System and methods for selecting a dialing strategy for placing an outbound call

摘要

A dialing strategy determination engine (DSDE) for selecting a dialing strategy for placing an outbound call has determination software executing on a computerized server from a machine-readable medium, access to stored dialing strategies, contact data, and a rules set, and a port for receiving a request for dialing strategy from an outbound dialer. The determination software, upon receiving a request for a dialing strategy associated with a contact identification, consults the rule set and the contact data, selects a dialing strategy based on the rules and the data, and returns the selected strategy to the outbound dialer.

主权项

1. A system for making outbound calls, the system comprising:
a data storage device for storing information for a plurality of contacts in a calling list; one or more processors coupled to the telephony switch and the data storage device; and one or more memory devices coupled to the one or more processors and having instructions stored therein, the one or more processors each being configured to execute at least a portion of the instructions, the instructions comprising:
identifying a contact from among the plurality of contacts in the calling list;receiving information about the contact from the data storage device;comparing at least a portion of the received information against a condition;determining, based on the comparing, that a call is to be made to the contact;in response to determining that a call is to be made, selecting a particular dialing strategy from among a plurality of dialing strategies appropriate for the contact, wherein the particular dialing strategy is selected based on a criterion; anddialing the contact according to the selected dialing strategy; and a telephony switch configured to make a connection between a telephony device of the contact, and a contact center resource, in response to the dialing.