Patent ID: 8379834

Claim:
Apparatus, comprising: a set of machines, each machine comprising a processor, and computer memory holding program instructions that are executed by the processor; a web server executing on one of the machines and through which a business entity creates and manages an interactive communications campaign, the campaign including a set of one more rules that may be triggered during the campaign; a telephony server executing on one of the machines to initiate outbound calls to recipients over a plurality of voice connections during the campaign, wherein a recipient of an outbound call initiated by the telephony server is afforded an option to connect, via a voice connection through the telephony server, to a third party contact center having an automatic call distributor (ACD); and an application server executing on one of the machines (i) to monitor the voice connections through the telephony server as the campaign is executed to infer a contact center performance metric, (ii) to evaluate the contact center performance metric to determine whether a rule from the set of one or more rules has been triggered, (iii) to take a given action if the rule has been triggered, and (iv) to provide the business entity information identifying the rule, together with a status of the campaign; wherein the contact center performance metric is inferred without requiring a direct data connection from the third party contact center ACD.