Patent ID: 8675839

Claim:
A method for identifying a trunk-related resource deficiency condition in a call center comprising: providing a list of telephone numbers to a predictive dialer for a call campaign wherein outbound calls to the telephone numbers are to be originated by the predictive dialer for a group of agents in the call center; providing a number of allocated outbound trunk-related resources for use in initiating the outbound calls from the call center by the predictive dialer; determining by the predictive dialer during execution of the call campaign a number of available outbound trunk-related resources that is equal to or less than the number of allocated outbound trunk-related resources; determining by the predictive dialer during execution of the call campaign that one or more agents is available; determining by the predictive dialer during execution of the call campaign a number of outbound calls to be originated for the one or more agents; identifying a trunk-related resource deficiency condition at a time during execution of the calling campaign in which the number of outbound calls to be originated for the one or more available agents requires a number of trunk-related resources exceeding the number of available outbound trunk-related resources; recording during execution of the calling campaign trunk-related resource deficiency data in a memory by the predictive dialer indicating the time and a quantified value of the trunk-related resource deficiency condition based on the number of available outbound trunk-related resources at the time and the number of outbound calls to be originated, and providing a trunk-related deficiency report comprising the time and the trunk-related resource deficiency condition along with at least one other time and respective other quantified trunk-related resource deficiency condition.