System and method for controlling outbound and inbound calls in a telephone communication system
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United States of America Patent
Stats
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Sep 21, 1993
Grant Date -
N/A
app pub date -
Jan 13, 1992
filing date -
Jan 13, 1992
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
There is disclosed an inbound/outbound call handling system and method in which outbound calls are automatically paced so that as attendants become available a valid call is completed to be handled by the available attendant. As an inbound call is received, the system responds by halting attempts to place an outbound call and queueing the inbound call for handling by the next available attendant. The system takes advantage of an algorithm which statistically monitors average call completion time, average attendant in-use time, average time to answer and probability of a valid answer. Call placing and receiving overlap is controllable in conjunction with the monitored statistical parameters to achieve operation around any desired system operating parameter. The system is controlled by a plurality of precisely defined operational tasks operating in a hierarchical manner.
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