Patent ID: 8693674

Claim:
A method for automated outdialing of phone numbers, 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; retrieving, by the outdial server, the adjusted first predetermined number of phone numbers per available agent based on a call type and the first group of agents assigned to process the phone call; 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; determining, by the outdial server, an agent from the first group of agents is available by the outdial application; placing a call, by the outdial application of the outdial server, to a retrieved phone number; connecting, by the outdial server, the call with the agent determined to be available; awaiting, by the outdial server, a predefined interval of time prior to determining a second group of available agents; and retrieving, by the outdial server, a second predetermined number of phone numbers per the second group of available agents, wherein the second predetermined number of phone numbers is adjusted in relation to a number of remaining phone numbers to be called of the first predetermined number.