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:
Oct. 12, 2004
Filed:
Jul. 13, 2000
Applicant:
Inventor:
Brian E. Mewhinney, Carmel, IN (US);
Assignee:
Interactive Intelligence, Inc., Indianapolis, IN (US);
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/00 ;
U.S. Cl.
CPC ...
H04M 3/00 ;
Abstract
A method, apparatus, and system places outbound calls using a predictive dialer at a call center and, optionally, receives inbound calls. The predictive dialing components use information about the substantive stage of the active calls at a given point in time to decide whether to begin to dial another outbound call. The calls that are considered may be inbound or outbound. In one form of the invention, statistics are maintained regarding each agent's passage through the various stages of an active call, then the statistics are used to control the predictive dialer.
Published as: