Telecommunication system with inbound call responsive predictive outdialing system and method
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United States of America Patent
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Aug 13, 1996
Issued Date -
N/A
app pub date -
Nov 15, 1995
filing date -
Aug 2, 1994
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A telecommunication system (10) having an automatic call distributor (12) with a multiport switch (14) controlled by a central control processing unit (16) in conjunction with a main memory (18) and in which the automatic call distributor (12) is coupled with an external telephonic network (26) having external telephonic units (22) for automatically distributing outdialed calls answered at the external units (22) to an agent telephonic unit (20) and for automatically distributing inbound calls received at the multiport switch (14) for the external units (22) to the agent telephonic unit (20), the automatic call distributor (12) is coupled with a tandem computer (34) which determines the pacing of outdialed calls by coordinating the number of outdial calls made with the number of inbound calls received to reduce the average incoming call waiting time due to excessive distribution of outdialed calls to the agent telephonic unit.
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