Predictive calling scheduling system and method
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United States of America Patent
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Oct 1, 1996
Grant Date -
N/A
app pub date -
Mar 9, 1994
filing date -
Mar 9, 1994
priority date (Note) -
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Abstract
A predictive scheduling system and method for assigning a telephone call to a telephone agent. The system includes processing and switching equipment capable of implementing the method steps of generating a plurality of signals representing selected parameters for each of the plurality of agents and for the call, and processing the signals to select an agent, at the time the call is received, to handle the call. The system also implements the method steps of routing the call to an automated dialog system using pre-recorded voice communications from the selected agent, and routing the call to the selected agent.
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