US 9,813,559 B1
Addressing trunk-related resource deficiencies for a predictive dialer using a dynamic pacing algorithm
James K. Noble, Jr., Marietta, GA (US); and Christopher S. Haggerty, Atlanta, GA (US)
Assigned to Noble Systems Corporation, Atlanta, GA (US)
Filed by Noble Systems Corporation, Atlanta, GA (US)
Filed on May 14, 2014, as Appl. No. 14/277,340.
Application 14/277,340 is a continuation in part of application No. 14/170,173, filed on Feb. 3, 2014, granted, now 8,811,581.
Application 14/170,173 is a continuation of application No. 13/534,130, filed on Jun. 27, 2012, granted, now 8,675,839, issued on Mar. 18, 2014.
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/523 (2006.01); H04M 3/51 (2006.01)
CPC H04M 3/5238 (2013.01) [H04M 3/5158 (2013.01); H04M 3/5175 (2013.01)] 23 Claims
OG exemplary drawing
1. A method for identifying a trunk-related resource deficiency condition in a call center, the method comprising:
originating outbound calls by a predictive dialer based on a list of telephone numbers;
identifying the trunk-related resource deficiency condition by a computer processor while the predictive dialer is originating the outbound calls based on the list of telephone numbers, the trunk-related resource deficiency condition comprising pacing the predictive dialer to attempt to control waiting time for one or more available outbound agents and control abandoned calls that requires originating a number of outbound calls by the predictive dialer using a number of required trunk-related resources equal to or exceeding a number of available trunk-related resources; and
recording trunk-related resource deficiency data indicating a quantified value of the trunk-related resource deficiency condition.