Patent ID: 8897439
Filing Date: 2014-11-25
Classification: H04M

Abstract:
1. A method, comprising: determining, by an outdial server, a first group of agents available to process a phone call; the outdial server interfaced with a telephone number database that stores a plurality of phone numbers, wherein the outdial server runs an outdial application adapted to place outbound calls to customers in an automated manner; wherein the first group of agents is selected from a plurality of groups of agents, and each respective group of agents has an assigned call ratio based on a skill set of agents within the respective group and measured performance metrics of the agents within the respective group; adjusting, by the outdial server, a first predetermined number of phone numbers to be retrieved based on an agent idle time, a queue load of calls assigned to the first group of agents and dynamically based on real-time conditions, the real-time conditions comprising: unexpected lull in live answers or a peak in live answers; wherein the first predetermined number of phone numbers are placed in a scheduled call queue available to the outdial application; measuring, by the outdial server, the idle time of the first group of agents; comparing, by the outdial server, the idle time of the first group of agents with an idle time threshold, wherein the adjusting the first predetermined number of phone numbers is based on an amount of the idle time for the first group of agents that exceeds the idle time threshold; measuring, by the outdial server, the queue load of calls assigned to the first group of agents; comparing, by the outdial server, the queue load with a queue load threshold, wherein the adjusting the first predetermined number of phone numbers is based on an amount of the queue load of calls that exceeds the queue load threshold; placing a call, by the outdial application of the outdial server, to a retrieved phone number; connecting, by the outdial server, the call with an agent determined to be available; and retrieving, by the outdial server, a second predetermined number of phone number per a second group of available agents, wherein the second predetermined number of phone number is adjusted in relation to a number of remaining phone number to be called of the first predetermined number.