Abstract: A system and machine-implemented method for automated communication is presented. Outbound communication time window groups associated with one or more ranges of time valid are identified for initiating an outbound communication. A set of outbound communication time window groups for each of which the current time is within its associated ranges of time is identified. Subsequently, a call record associated with one of the outbound communication time window groups in the set is obtained, and an outbound communication session is initiated to a communication address included in the obtained call record. After an outbound communication session is established, it may be transferred to a live agent. If the outbound communication session has failed however, another outbound communication session may be initiated to the communication address within a later time range.

Abstract: A system and machine-implemented method for automated communication is described. It is estimated whether a new established outbound communication session will be processed by a live agent within a predetermined period of time. In response to the estimate, it either waits to receive a new inbound communication session, or initiates a new outbound communication session with an unused communication channel. The estimate may be affected by whether a minimum number of channels are configured to receive a new inbound communication session, a number of the channels configured to initiate a new outbound communication session, and a number of live agents and an expected time spent by the live agents per outbound communication session. The amount of time spent waiting may vary among the channels.