Resources Contact Us Home
Browse by: INVENTOR PATENT HOLDER PATENT NUMBER DATE
 
 
Intelligent inbound/outbound communications blending










Image Number 3 for United States Patent #7035927.

In a blended inbound/outbound call center (100), an outbound call-pacing function (122) decides whether or not to initiate an additional outbound call for a particular skill. It determines (206) whether the number of available agents for the skill plus the number of resting agents for the skill exceeds the number of available inbound calls for the skill plus the number of outstanding outbound calls for the skill. It also determines (312) whether a target service time for the skill exceeds an estimated wait time of each of the available inbound calls for the skill assuming that pending outbound calls for the skill plus one take precedence over the inbound calls. If both determinations are affirmative, the call pacing function initiates (318) an additional call for the skill. If either determination is negative, the function forbears (321) from initiating an additional call for the skill. The number of available and resting agents may be incremented (206) by (a) a difference between the target service time for the skill and the present waiting time of the last-enqueued inbound call for the skill divided by the average rate of advance through the skill's call queue, or (b) the average amount of time that a newly-initiated outbound call for the skill takes to become available divided by the average rate of advance, plus the number of agents for the skill who are busy but expected to become available within a time period equal to (a) or (b), less the number of those agents that will receive a rest period upon becoming idle. The number of calls may be incremented (206) by the number of inbound calls that are expected to arrive within the time period (a) or (b).








 
 
  Recently Added Patents
Multi-dimensional credibility scoring
Method and system for Bluetooth low power link layer connection setup
Management of computer-file sharing between at least two devices
Systems and methods for detailed error reporting in data storage systems
Process for producing polyphenylene ether composition
Bi-directional, compact, multi-path and free space channel replicator
High-density 3-dimensional structure
  Randomly Featured Patents
Method and apparatus for immunological determinations
Lubricant applicator for golden finger interface
Seed-preferred promoters from end genes
Grafting reaction product and method for producing the same
Trimming apparatus having punches with air flow routes for removal of gate scraps
Intrusion sensing systems
Branch-off technique
Clockwork movement
Surface emitting laser element, surface emitting laser element array, method of fabricating a surface emitting laser element
Secondary cell