Patent ID: 9094513
Filing Date: 2015-07-28
Classification: H04M

Abstract:
1. A pacing method comprising the steps of: determining, by an administrative application executed on a processor of an interactive voice response (IVR) based system, automatic call distributor (ACD) queue data stored in a memory device of the IVR based system, the ACD queue data related to a state of the ACD queue for each of a plurality of campaigns, the ACD queue data including a number of calls in the ACD queue (ACD_CALLS_IN_QUEUE) for each respective campaign waiting to be connected to a live agent through ports of the IVR based system; performing, by a pacer executed on the processor of the IVR based system, the steps of: 1) comparing the number of calls in the ACD queue (ACD_CALLS_IN_QUEUE) to a queue threshold, and 2) setting a number of ports (PORT_NUM) to be used for the outbound calls based at least in part on a result of the comparison in step 1 and not to exceed a maximum number of ports; and controlling separately for each respective campaign, by the pacer, a number of outbound calls being made through the ports of the IVR based system to a number of end user devices in each respective campaign based on the set number of ports (PORT_NUM).