System and method for a progressive dialer for outbound calls
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.
1. A system for establishing a communication session comprising:
an agent availability unit for connection to a plurality of agent terminals through open lines between each of the plurality of agent terminals and an inbound communications unit, the agent availability unit containing an availability status for each of the plurality of agent terminals,
a recipient database containing a plurality of recipient identifiers,
a recipient selection unit communicatively coupled to the agent availability unit and to the recipient database, wherein the recipient selection unit is configured to select one or more selected identifiers from the plurality of recipient identifiers based on a status indication received from the agent availability unit,
an outbound communication unit communicatively coupled to the recipient selection unit and to the agent availability unit, wherein the outbound communication unit is configured to:
receive from the recipient selection unit the one or more selected identifiers,
transmit a communication request directed to a first selected identifier of the one or more selected identifiers,
receive an indication of communication acceptance,
establish a first communication path with a recipient terminal associated with the first selected identifier, and
transmit an agent selection request to the agent availability unit, and
a connection unit, wherein, responsive to receiving an agent selection request, the agent availability unit is configured to select a first agent terminal from the plurality of agent terminals,
wherein the inbound communications unit is configured to establish a second communication path with the first agent terminal through one of the open lines, and wherein the connection unit is configured to bridge the first communication path and the second communication path,
wherein the recipient selection unit transmits a communication request directed to a first selected identifier of the one or more selected identifiers via a specific outbound communication unit based on a recipient identifier, and
wherein the recipient selection unit uses an account-based domain name system (ABDNS) address that is based on the recipient identifier to transmit the communication request for specific recipients via a specific outbound communication unit.
2. The system according to claim 1 , wherein the agent terminals indicate their availability status to the agent availability unit by sending a manual star code, click to call link, or automatically via a screen pop detection or heart beat ping.
3. The system according to claim 1 , wherein the agent availability unit makes an agent selection by matching an available agent terminal with an assigned calling campaign associated with a recipient identifier.
4. The system according to claim 1 , wherein the agent availability unit selects the first agent terminal to receive the second communication path based upon an agent terminal that has been idle for the longest period of time, an available agent terminal associated with the recipient identifier, or an agent terminal performance measure.
5. The system according to claim 1 , wherein the agent availability unit is a registry cache that contains the current state of all agent terminals to indicate whether they are idle, on a call or in after-call-work mode.
6. The system according to claim 1 , wherein when the agent availability unit selects a first agent terminal from the plurality of agent terminals to connect with the connection unit, the agent availability unit updates the available agent terminal with information associated with the first selected identifier in a screen pop.
7. The system according to claim 1 , wherein the plurality of agent terminals are communicatively connected to the inbound communications unit via a direct connection, a network, a PSTN or a PBX system.
8. The system according to claim 1 , wherein the connection unit bridges the first communication path and the second communication path via a direct connection, a network connection, a PSTN or a PBX.
9. A method for establishing a communication session comprising:
establishing a plurality of communication paths with each of a plurality of agent terminals through open lines between each of the plurality of agent terminals and an inbound communications unit, wherein the plurality of communication paths includes a first communication path established with a first agent terminal of the plurality of agent terminals,
receiving a plurality of indications of agent availability, wherein each of the plurality of indications of agent availability is associated with one of the plurality of agent terminals, and wherein the plurality of indications of agent availability includes a first indication of agent availability associated with the first agent terminal,
selecting one or more recipient terminals based on the plurality of indications of agent availability,
transmitting a communication request to a first recipient terminal of the one or more recipient terminals,
receiving an indication of communication acceptance,
establishing a second communication path with the first recipient terminal through one of the open lines, and
bridging the first communication path with the second communication path, based on the first indication of agent availability,
wherein the communication request to a first recipient terminal of the one or more recipient terminals is transmitted using an account-based domain name system (ABDNS) address that is based on a selected recipient identifier.
10. The method according to claim 9 , wherein indications of agent availability can include sending a manual star code, selecting click to call link, or automatically via a screen pop detection or heart beat ping, and the like.
11. The method according to claim 9 , wherein an indicator of agent availability can include an indication that an agent is idle, on a call or in after-call-work mode.
12. The method according to claim 9 , wherein the first recipient terminal is selected for establishing a second communication path based upon an agent terminal that has been idle for the longest period of time or an agent terminal performance measure.
13. The method according to claim 9 , wherein when the second communication path is established with the first recipient terminal, the indicator of agent availability is updated to provide the first agent terminal with an indicator associated with the first recipient terminal.
14. The system of claim 1 , wherein one or both of the inbound communications unit and the outbound communications unit form the connection unit.
15. A system for establishing a communication session, comprising:
an Agent Progressive Dialer (APD) to connect to a plurality of agent terminals, each of the agent terminals connecting to the APD through an open line, wherein the plurality of agent terminals includes a first communication path through one of the open lines established with a first agent terminal of the plurality of agent terminals;
a Callee Progressive Dialer (CPD) to connect to a plurality of recipient terminals and to establish a second communication path with a first recipient terminal of the plurality of recipient terminals,
wherein, upon establishing the second communication path, one or both of the APD and the CPD bridge the second communication path and the first communication path,
wherein a communication request to the first recipient terminal of the plurality of recipient terminals is transmitted using an account-based domain name system (ABDNS) address that is based on a selected recipient identifier.
16. The system of claim 15 , further comprising:
a PBX presence system to connect to the plurality of agent terminals through the APD, and containing an availability status of each of the plurality of agent terminals.