Abstract: A dialing strategy determination engine (DSDE) for selecting a dialing strategy for placing an outbound call has determination software executing on a computerized server from a machine-readable medium, access to stored dialing strategies, contact data, and a rules set, and a port for receiving a request for dialing strategy from an outbound dialer. The determination software, upon receiving a request for a dialing strategy associated with a contact identification, consults the rule set and the contact data, selects a dialing strategy based on the rules and the data, and returns the selected strategy to the outbound dialer.

Abstract: A dialing strategy determination engine (DSDE) for selecting a dialing strategy for placing an outbound call has determination software executing on a computerized server from a machine-readable medium, access to stored dialing strategies, contact data, and a rules set, and a port for receiving a request for dialing strategy from an outbound dialer. The determination software, upon receiving a request for a dialing strategy associated with a contact identification, consults the rule set and the contact data, selects a dialing strategy based on the rules and the data, and returns the selected strategy to the outbound dialer.

Abstract: A dialing strategy determination engine (DSDE) for selecting a dialing strategy for placing an outbound call has determination software executing on a computerized server from a machine-readable medium, access to stored dialing strategies, contact data, and a rules set, and a port for receiving a request for dialing strategy from an outbound dialer. The determination software, upon receiving a request for a dialing strategy associated with a contact identification, consults the rule set and the contact data, selects a dialing strategy based on the rules and the data, and returns the selected strategy to the outbound dialer.

Abstract: A dialing strategy determination engine (DSDE) for selecting a dialing strategy for placing an outbound call has determination software executing on a computerized server from a machine-readable medium, access to stored dialing strategies, contact data, and a rules set, and a port for receiving a request for dialing strategy from an outbound dialer. The determination software, upon receiving a request for a dialing strategy associated with a contact identification, consults the rule set and the contact data, selects a dialing strategy based on the rules and the data, and returns the selected strategy to the outbound dialer.

Abstract: A method establishes a formula for average value factor for an outbound campaign having a known number of agents, a known gain for an established call, and a known loss for an abandoned call, wherein the average value factor is a function of dialing pace and the known values. The method assumes a first value for dialing pace and calculates by a computing device having a processor, following the established formula, a first average value factor. Assuming a second value for dialing pace, the method repeats calculation of average value factor by the computing device, and notes direction of change in the calculated average value factor. The method then determines a maximum for the average value factor by successive choices for dialing pace chosen to increase the average value factor, and uses the dialing pace that produces in calculation the maximum average value factor to drive the outbound campaign.

Abstract: A dialing strategy determination engine (DSDE) for selecting a dialing strategy for placing an outbound call has determination software executing on a computerized server from a machine-readable medium, access to stored dialing strategies, contact data, and a rules set, and a port for receiving a request for dialing strategy from an outbound dialer. The determination software, upon receiving a request for a dialing strategy associated with a contact identification, consults the rule set and the contact data, selects a dialing strategy based on the rules and the data, and returns the selected strategy to the outbound dialer.

Abstract: A dialing strategy determination engine (DSDE) for selecting a dialing strategy for placing an outbound call has determination software executing on a computerized server from a machine-readable medium, access to stored dialing strategies, contact data, and a rules set, and a port for receiving a request for dialing strategy from an outbound dialer. The determination software, upon receiving a request for a dialing strategy associated with a contact identification, consults the rule set and the contact data, selects a dialing strategy based on the rules and the data, and returns the selected strategy to the outbound dialer.

Abstract: A system for telephone campaigns includes a contact server for placing outbound contacts, a contact router for routing answered outbound contacts to available agents, and a statistical server for monitoring and serving current agent statistics ahead of each outbound contact or set of contacts initiated on behalf of two or more campaigns. The system is characterized in that the contact server initiates outbound contacts for the campaigns based on availability of agents assigned to the campaigns, and wherein agents assigned to more than one campaign are dynamically designated to serve only the outbound campaign associated with each contact at the time of contact initiation if determined available for the that campaign at the time of contact initiation, and a campaign group identifier is attached as contact data to each contact initiated.

Abstract: A dynamic data exchange (DDE) gateway for formatting and forwarding commands, requests, and data between separate software suites operating under disparate protocols within a communication center includes a DDE application for mapping data of disparate protocols to a common set of data topics, data items, and data commands, and a set of software controls for interface with the DDE application the controls used to create and maintain the common set of data topics, data items, and data commands.

Abstract: A dynamic data exchange (DDE) gateway for formatting and forwarding commands, requests, and data between separate software suites operating under disparate protocols within a communication center includes a DDE application for mapping data of disparate protocols to a common set of data topics, data items, and data commands, and a set of software controls for interface with the DDE application the controls used to create and maintain the common set of data topics, data items, and data commands.