Patent ID: 6600822
Filing Date: 2003-07-29
Classification: H04M,H04Q

Abstract:
A telephony dialing system for use with a call center, comprising:a list of telephone numbers to be dialed; a dialing rate controller; and sensors adapted for monitoring activity of the call center, including call volume, call characteristics, and agent availability; wherein the dialing rate controller sets dialing rate for the dialing system based on at least a maximum allowed overdial probability and a desired agent utilization factor by expressing overdial probability as a function of number of agents and total traffic volume, setting the probability function equal to the maximum allowable overdial probability, solving the resulting equation for maximum total traffic volume producing the maximum overdial probability, wherein overdial is a condition when an outdialer contacts a customer and no agent was available to take the call, and determining and setting a new dialing rate by dividing the difference between the calculated maximum traffic volume and known inbound traffic volume by the product of average call length and hit rate, where hit rate is the percentage of connected calls to total dialed outbound calls.