Telemarketing complex performance management system

US5164983A · kind A · utility

Assignee

• American Telephone and Telegraph, Co. · US

Inventors

• Percy B. Brown · East Brunswick Township, US
• Brenda Casselman · Matawan, US
• Gerard Conn · Brooklyn, US
• Robert A. Malmi · Red Bank, US
• Valentine C. Matula · Granville, US
• Margaret H. Redberg · Red Bank, US
• Dimitri T. Stein · Cliffwood, US
• Bernadette M. Strout · Albany, US

Key dates

• Filing date: Jan 28, 1991
• Grant date: Nov 17, 1992
• Expiry date: Jan 28, 2011

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M3/5234
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A telemarketing complex is managed by a system that compiles and processes traffic analysis data obtained from customer premises-based information sources as well as public switched telecommunications network-based information sources, such that service levels are automatically and dynamically balanced among telecommunications centers (TCs) in the complex. Typically, the telemarketing complex is comprised of a plurality of ACDs and a plurality of data centers that may be selectively linked to the (TCs) where the telemarketer receives calls. The system includes: (1) an interface to network-based services that report the origin and destination of each of a plurality of calls received by the telemarketer at all locations; (2) an interface to network-based services that enables the telemarketer to affect changes in call processing logic; and (3) a traffic control center processor (TCCP) that accepts input data from all other elements in the system. The system accumulates performance data at the TCCP from each ACD and telemarketer database located at a data center (DC), while contemporaneously monitoring both the origins and destinations of the plurality of calls received at each ACD as…