The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Sep. 03, 1996
Filed:
Jun. 30, 1994
Applicant:
Inventor:
Mark M Perkins, Cupertino, CA (US);
Assignee:
Siemens Rolm Communications, Inc., Santa Clara, CA (US);
Attorney:
Primary Examiner:
Assistant Examiner:
Int. Cl.
CPC ...
H04Q / ;
U.S. Cl.
CPC ...
379265 ; 379266 ; 379309 ; 379 92 ; 379216 ; 379112 ;
Abstract
System and method for outdialing telephone calls on a basis which takes into account the availability of agents who are assigned to process telephone calls placed. In accordance with the invention, telephone calls are placed ahead of the availability of agents so that the overall productivity of the agents is increased. The number of telephone calls that should be placed is determined in light of the actual measurements of system performance and in light of performance objectives. The determinations are dynamically refined based on measurements of actual agent and telephone call activity provided by the telephone system.