Importance

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Abstract

A predictive dialing system automatically initiates a series of live telephone calls for its agents. Each agent's work area includes a telephone set including a headset for establishing a voice communications channel between the agent and a customer. The agent's work area also includes a computer terminal having a display device and an input device. The computer terminals are coupled to a server computer via a network. The server computer is also coupled to an automatic dialer and to a private branch exchange. When the server assigns a call to a agent, it sends information about the party called to the agent's display terminal. The agent enters data into the input device while talking to the called party. The system allows the agent to control all telephone functions from the display terminal input device, including volume adjustment, mute and unmute, release and disconnect. The agent can dial and control additional calls using the display terminal input device, including central office calls, intercom calls and paging. The system maintains a steady sequence of calls by use of a feedback mechanism to adjust the scheduling of calls. As each call is initiated or completed, system parameters are adjusted to maintain a predetermined minimum number of busy agents. The adjustments also maintain the percentage of unattended calls (for which no agent is available).

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First Claim