公开(公告)号：US09807237B2

公开(公告)日：2017-10-31

申请号：US14317743

申请日：2014-06-27

Applicant: Vonage Business Inc.

Inventor： Barry Fleming ,  Joshua Ferrell ,  Ann Santorios ,  Randy Layman

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5232 ,  H04M3/5158

Abstract: A system and method are disclosed herein for an automated progressive dialer system. The system comprises maintaining a callee database for a calling campaign. A Presence registrar is maintains a list of call center agents, wherein the list comprises the agent's current state, account information and other metrics. An agent progressive dialer (APD) indicates an agent's current state to the Presence registrar and maintains an agent's open line to connect with a connected outbound call to a callee. One or more callees are selected to call based upon the agent's current state. Outbound calls are placed to the selected callee using a callee progressive dialer (CPD). Upon successfully connecting a call to a callee, the Presence registrar provides an available agent with an open line to receive the call. The CPD then bridges the successfully connected callee outbound call with the available agent's open line on the APD.