Patent ID: 8605887
Filing Date: 2013-12-10
Classification: H04M

Abstract:
1. Apparatus implemented in an Internet-accessible hardware and software infrastructure operating at a service provider domain, the Internet-accessible hardware and software infrastructure comprising at least one web server executing on a hardware processor, an application server executing on a hardware processor, a telephony server executing on a hardware processor, an administrative server executing on a hardware processor, and a database, the Internet-accessible hardware and software infrastructure adapted to enable business entities to create and manage interactive communications campaigns, wherein a given campaign comprises one or more sub-campaigns, the hardware and software infrastructure being in communication with a contact center having a set of agents, comprising: computer program instructions adapted to be held in non-transitory computer memory, the computer program instructions, comprising: code associated with the application server to establish a hold queue associated with a sub-campaign; code associated with the telephony server to initiate outbound calls to one or more customers during the sub-campaign; code associated with the application server to determine whether a customer should be connected to an agent at the contact center; code associated with the application server and responsive to a determination that the customer should be connected to the agent to determine if an agent is then available; code associated with the application server if the agent is not then available to place the call in the hold queue; code associated with the application server to determine whether a first customer has terminated an interaction with the agent; and code associated with the application server and responsive to a determination that the first customer has terminated the interaction to release a call from the hold queue and connect a second customer to the agent.