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公开(公告)号：US5802161A
公开(公告)日：1998-09-01
申请号：US620601
申请日：1996-03-22
CPC分类号： H04M3/5158 , G06Q30/0283 , H04M15/00
摘要： A method of optimizing the scheduling of tasks may be used to schedule telephone contact attempts through an automated dialing system (20). The method includes receiving an account data file comprising account information for a plurality of accounts to be processed over a processing period. This processing period is divided into a plurality of contact attempt periods. The method also includes producing for each of the plurality of accounts an action result probability for each contact attempt period. The method also includes producing or determining a priority value for each of the accounts, determining a quantity of contact resources available over the processing period, and determining resource costs for each contact attempt. These quantities or values, along with the action result probability, represent parameters over which the scheduling may be optimized. Once the parameters are determined the method includes producing a contact attempt value for each account and each contact period. The contact attempt value comprises a numerical value representing the relative desirability of attempting to contact the respective account during the respective contact period considering the account's priority value, probability of right party contact, quantity of contact resources available, and the costs of making the contact attempt. After the contact attempt values are assigned to each account and each attempt period, the method includes making contact attempts within each contact attempt period in order of descending contact attempt value. Finally, the method of the invention includes collecting contact attempt history data.
摘要翻译： 可以使用优化任务调度的方法来通过自动拨号系统（20）调度电话联系人尝试。 该方法包括：接收一个帐户数据文件，该帐户数据文件包括在一个处理周期内待处理的多个账户的帐户信息。 该处理周期被分成多个接触尝试期间。 该方法还包括针对每个接触尝试期间的多个帐户中的每一个生成动作结果概率。 该方法还包括为每个帐户生成或确定优先级值，确定在处理周期内可用的联系人资源的数量，以及确定每个联系人尝试的资源成本。 这些数量或值与动作结果概率一起表示可优化调度的参数。 一旦确定了参数，该方法包括为每个帐户和每个联系周期产生联系人尝试值。 接触尝试值包括一个数值，表示考虑到帐户的优先级值，权利方联系的可能性，可用的联系人资源数量以及进行接触尝试的成本，在相应的联系期间尝试联系相应帐户的相对可取性 。 在联系人尝试值分配给每个帐户和每个尝试时间段之后，该方法包括在每个联系人尝试期间内按接触尝试值递减的顺序进行联系尝试。 最后，本发明的方法包括收集联系人尝试历史数据。
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公开(公告)号：US07715546B2
公开(公告)日：2010-05-11
申请号：US10776775
申请日：2004-02-09
申请人： Ezra U. Pagel , Daniel N. Duncan , Thomas Miller
发明人： Ezra U. Pagel , Daniel N. Duncan , Thomas Miller
IPC分类号： H04M3/00
CPC分类号： H04M3/5158
摘要： A system and method for updating contact records automates analysis of contact results for one or more contact devices performing a contact campaign in order to select contact records for skip trace updates to contact information with the updated contact information for real time use by the contact devices. For instance, an update engine analyzes contact records returned by dialers to a distribution module to select contact records to skip trace based on rules, such as where a wrong number code is indicated, or cost analysis, such as where the predicted result of an update has a value greater than the cost of obtaining the update. The distribution model provides the updated contact information for real time use by the dialers of the updated contact numbers.
摘要翻译： 用于更新联系人记录的系统和方法自动分析执行联系人活动的一个或多个联系人设备的联系人结果，以便选择用于跳过跟踪更新的联系人记录以与所更新的联系人信息联系以供由联系人设备实时使用。 例如，更新引擎将拨号器返回的联系人记录分析到分发模块，以选择联系人记录以基于规则跳过跟踪，例如指示错误的号码代码或成本分析，例如更新的预测结果 具有大于获取更新的成本的值。 分发模型提供更新的联系人信息，供拨号器更新联系电话号码的实时使用。
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3.发明授权公开(公告)号：US07158629B2
公开(公告)日：2007-01-02
申请号：US11448230
申请日：2006-06-07
CPC分类号： H04M3/5158
摘要： A method and system is provided for the preemptive goals based distribution of contact records. This method and system includes devices receiving contact records and providing customer contacts to one or more agents. Interfaced with the device is a distribution module including pools and queues. The distribution module places the contact records into the pools and transfers less than all of the contact records to the queues to allow for processing by the devices at peak efficiency. The distribution module transfers the queues to the devices so that the device can place customer contact attempts. A goal module, associated with the distribution module, monitors the performance of the pools. The goal module modifies which queues the pools transfer contact records to based on the performance of the pools thereby allowing the contact records to be distributed in accordance with performance goals for the pools.
摘要翻译： 提供了一种基于联系记录分配的抢先目标的方法和系统。 该方法和系统包括接收联系人记录并向一个或多个代理提供客户联系的设备。 与设备接口是一个分发模块，包括池和队列。 分发模块将联系人记录放入池中，并将少于所有联系人记录的队列传送到队列，以允许设备以最高效率进行处理。 分发模块将队列传输到设备，以便设备可以进行客户联系尝试。 与分发模块相关联的目标模块监视池的性能。 目标模块根据池的性能来修改池传送联系人记录的队列，从而允许根据池的性能目标分发联系人记录。
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公开(公告)号：US07054434B2
公开(公告)日：2006-05-30
申请号：US10456575
申请日：2003-06-06
IPC分类号： H04M3/00
CPC分类号： H04M3/5158
摘要： A method and system is provided for common account based distribution of contact records. A comparison engine analyzes call record accounts to identify and tag related call records, such as call record accounts related to the same individual. A common account tag detector detects related accounts and communicates with a common account controller of a distribution module that distributes contact attempts in pools and queues. The common account controller locates related accounts, such as by searching for accounts having the same tag, to prevent additional contact attempts to the individual associated with the related accounts. The related accounts are forwarded to the operator who made the successful contact to coordinate resolution of the related accounts along with the account that originated the contact attempt.
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公开(公告)号：US07239692B2
公开(公告)日：2007-07-03
申请号：US11561515
申请日：2006-11-20
CPC分类号： H04M3/5158
摘要： A method and system is provided for the distribution of outbound telephone calls. This method and system includes dialing devices receiving call records and providing telephone calls to one or more agents. Interfaced with the dialing device is a distribution module including pools and queues. The distribution module places the call records into the pools and transfers less than all of the call records to the queues to allow for calling by the dialing devices at peak efficiency. The distribution module transfers the queues to the dialing devices so that the dialing device can place telephone calls. The distribution module monitors the queues to determine when to send additional call records to the queues. In addition, distribution module monitors the results of the call records and updates the call records in the pools so that call records with unsuccessful outcomes can be safely called again later in the day.
摘要翻译： 提供了一种用于分发出站电话的方法和系统。 该方法和系统包括拨号设备接收呼叫记录并向一个或多个代理提供电话呼叫。 与拨号设备接口是一个分发模块，包括池和队列。 分发模块将呼叫记录放入池中，并将少于所有呼叫记录的数据传送到队列，以允许拨号设备以最高效率进行呼叫。 分配模块将队列传送到拨号设备，以便拨号设备可以拨打电话。 分发模块监视队列以确定何时向队列发送其他呼叫记录。 此外，分发模块监视呼叫记录的结果，并更新池中的呼叫记录，以便可以在当天晚些时候再次安全地调用具有不成功结果的呼叫记录。
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公开(公告)号：US07103173B2
公开(公告)日：2006-09-05
申请号：US10095513
申请日：2002-03-12
CPC分类号： H04M3/5158
摘要： A method and system is provided for the preemptive goals based distribution of contact records. This method and system includes devices receiving contact records and providing customer contacts to one or more agents. Interfaced with the device is a distribution module including pools and queues. The distribution module places the contact records into the pools and transfers less than all of the contact records to the queues to allow for processing by the devices at peak efficiency. The distribution module transfers the queues to the devices so that the device can place customer contact attempts. A goal module, associated with the distribution module, monitors the performance of the pools. The goal module modifies which queues the pools transfer contact records to based on the performance of the pools thereby allowing the contact records to be distributed in accordance with performance goals for the pools.
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公开(公告)号：US06859529B2
公开(公告)日：2005-02-22
申请号：US10082386
申请日：2002-02-25
摘要： A method and system schedules inbound inquiries, such as inbound telephone calls, for response by agents in an order that is based in part on the forecasted outcome of the inbound inquiries. A scheduling module applies inquiry information to a model to forecast the outcome of an inbound inquiry. The forecasted outcome is used to set a priority value for ordering the inquiry. The priority value may be determined by solving a constrained optimization problem that seeks to maximize an objective function, such as maximizing an agent's productivity to produce sales or to minimize inbound call attrition. A modeling module generates models that forecast inquiry outcomes based on a history and inquiry information. Statistical analysis such as regression analysis determines the model with the outcome related to the nature of the inquiry. Operator wait time is regulated by forcing low priority and/or highly tolerant inbound inquiries to self service.
摘要翻译： 一种方法和系统将入站查询（例如入站电话）进行计划，以便代理人根据内部调查的预测结果的顺序作出回应。 调度模块将查询信息应用于模型以预测入站查询的结果。 预测结果用于设置查询的排序优先级值。 可以通过求解寻求最大化目标函数的约束优化问题来确定优先级值，例如最大化代理的生产力以产生销售或最小化入站呼叫损耗。 建模模块根据历史和查询信息生成预测查询结果的模型。 统计分析如回归分析确定了与调查性质相关的结果的模型。 操作员等待时间受到强制低优先级和/或高度容忍的入站查询以进行自助服务的管理。
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8.发明授权公开(公告)号：US08175258B2
公开(公告)日：2012-05-08
申请号：US11436456
申请日：2006-05-18
IPC分类号： H04M3/00
CPC分类号： H04M3/5158
摘要： A method and system is provided for common account based distribution of contact records. A comparison engine analyzes call record accounts to identify and tag related call records, such as call record accounts related to the same individual. A common account tag detector detects related accounts and communicates with a common account controller of a distribution module that distributes contact attempts in pools and queues. The common account controller locates related accounts, such as by searching for accounts having the same tag, to prevent additional contact attempts to the individual associated with the related accounts. The related accounts are forwarded to the operator who made the successful contact to coordinate resolution of the related accounts along with the account that originated the contact attempt.
摘要翻译： 提供了一种方法和系统，用于共同帐户分配的联系人记录。 比较引擎分析呼叫记录帐户以识别和标记相关的呼叫记录，例如与相同个人相关的呼叫记录帐户。 通用帐户标签检测器检测相关帐户，并与分发模块的公共帐户控制器进行通信，该分发模块在池和队列中分发联系人尝试。 公共帐户控制器定位相关帐户，例如通过搜索具有相同标签的帐户来防止与相关帐户相关联的个人的额外联系人尝试。 相关帐户转发给成功联系的运营商协调相关帐户的解决以及发起联系尝试的帐户。
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公开(公告)号：US07502460B2
公开(公告)日：2009-03-10
申请号：US11758713
申请日：2007-06-06
CPC分类号： H04M3/5158
摘要： A method and system is provided for the distribution of outbound telephone calls. This method and system includes dialing devices receiving call records and providing telephone calls to one or more agents. Interfaced with the dialing device is a distribution module including pools and queues. The distribution module places the call records into the pools and transfers less than all of the call records to the queues to allow for calling by the dialing devices at peak efficiency. The distribution module transfers the queues to the dialing devices so that the dialing device can place telephone calls. The distribution module monitors the queues to determine when to send additional call records to the queues. In addition, distribution module monitors the results of the call records and updates the call records in the pools so that call records with unsuccessful outcomes can be safely called again later in the day.
摘要翻译： 提供了一种用于分发出站电话的方法和系统。 该方法和系统包括拨号设备接收呼叫记录并向一个或多个代理提供电话呼叫。 与拨号设备接口是一个分发模块，包括池和队列。 分发模块将呼叫记录放入池中，并将少于所有呼叫记录的数据传送到队列，以允许拨号设备以最高效率进行呼叫。 分配模块将队列传送到拨号设备，以便拨号设备可以拨打电话。 分发模块监视队列以确定何时向队列发送其他呼叫记录。 此外，分发模块监视呼叫记录的结果，并更新池中的呼叫记录，以便可以在当天晚些时候再次安全地调用具有不成功结果的呼叫记录。
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公开(公告)号：US20080118050A1
公开(公告)日：2008-05-22
申请号：US11758713
申请日：2007-06-06
IPC分类号： H04M3/00
CPC分类号： H04M3/5158
摘要： A method and system is provided for the distribution of outbound telephone calls. This method and system includes dialing devices receiving call records and providing telephone calls to one or more agents. Interfaced with the dialing device is a distribution module including pools and queues. The distribution module places the call records into the pools and transfers less than all of the call records to the queues to allow for calling by the dialing devices at peak efficiency. The distribution module transfers the queues to the dialing devices so that the dialing device can place telephone calls. The distribution module monitors the queues to determine when to send additional call records to the queues. In addition, distribution module monitors the results of the call records and updates the call records in the pools so that call records with unsuccessful outcomes can be safely called again later in the day.
摘要翻译： 提供了一种用于分发出站电话的方法和系统。 该方法和系统包括拨号设备接收呼叫记录并向一个或多个代理提供电话呼叫。 与拨号设备接口是一个分发模块，包括池和队列。 分发模块将呼叫记录放入池中，并将少于所有呼叫记录的数据传送到队列，以允许拨号设备以最高效率进行呼叫。 分配模块将队列传送到拨号设备，以便拨号设备可以拨打电话。 分发模块监视队列以确定何时向队列发送其他呼叫记录。 此外，分发模块监视呼叫记录的结果，并更新池中的呼叫记录，以便可以在当天晚些时候再次安全地调用具有不成功结果的呼叫记录。
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