Davox Corporation

Concerto Services, Inc.

George R Melillo

B Scott Smith

Robert J Stent

James F Mitchell

John E Cambray

Mark Jennings

A task processing system such as a telephony call center and telephony call center management system downloads and processes unscheduled events such as inbound and outbound call records, in real time. A real time event server such as a real time call record server receives unscheduled events such as call records from an external record source, and places them in a real time call record table. The outbound campaign manager requests call records, and processes the real time call records in the same manner as other call records. A method for processing such real time events includes scheduling an ordered list of tasks, and commencing processing. When an unexpected event occurs, a predetermined task is selected in response to the event. The predetermined task is then integrated into the ordered list of scheduled tasks and processed.

Unscheduled event task processing system

Disclosed is a system and method for adding and integrating outbound calling and overall system control to an existing inbound telephone system. The existing inbound telephone call distribution system is coupled to a number of telephone lines, and connects incoming calls to an available operator having a voice signal processing unit. The present system detects at least one available operator and an absence or a threshold condition of incoming calls to connect to the operator. An automated telephone dialer, coupled to the inbound call distributor, is also provided. The automated telephone dialer is responsive to the detection of at least one available operator and the absence or threshold condition of incoming calls to connect to the operator, for placing an outbound telephone call. The system directs that the voice portion of an answered outbound telephone call be connected to the existing voice signal processing unit of the available operator. Additionally, data associated with and concerning a called party presently being connected to the operator is made available to the operator answering the call at a data display unit provided at the workstation of the available operator.

System and method for adding and integrating outbound calling and

Growing community of inventors

Townsend, MA, United States of America

George R Melillo