Abstract: A method for performing automated telemarketing comprising receiving potential customer data including a telephone number. A telephone call is initiated to the telephone number using an auto-dialing device. Notification is received at a voice platform that the potential customer has answered the telephone call. The voice platform includes a text-to-speech device and a speech recognition device. In response to receiving the notification, a verbal greeting is sent to the potential customer. The greeting is provided by the text-to-speech device. The method further comprises conversing with the potential customer via the voice platform in response to sending the verbal greeting. The conversing includes receiving a message from the potential customer via the speech recognition device. Information is provided to the potential customer responsive to the message. The telephone call is ended responsive to the conversing and telephone call data is transmitted to a database in response to the telephone call ending.

Abstract: A feedback control for a predictive dialer employs three feedback loops. A first feedback loop adjusts the dialer's call initiations to compensate for error between the desired, reference, service level and a service level realized by calls that were initiated by the predictive dialer to steer the realized service level to the reference service level. A second loop adjusts the predictive dialer's call initiations for margin between the number of non-nuisance calls (successes) initiated by the predictive dialer over a time and the number of successes that would have been sufficient to produce the reference service level to force the realized service level to converge to the reference service error while ensuring that the oscillations of the realized service level stay above the reference service level.

Abstract: A method and system is provided for the distribution of outbound telephone calls. This method and system includes dialing devices receiving call records and providing telephone calls to one or more agents. Interfaced with the dialing device is a distribution module including pools and queues. The distribution module places the call records into the pools and transfers less than all of the call records to the queues to allow for calling by the dialing devices at peak efficiency. The distribution module transfers the queues to the dialing devices so that the dialing device can place telephone calls. The distribution module monitors the queues to determine when to send additional call records to the queues. In addition, distribution module monitors the results of the call records and updates the call records in the pools so that call records with unsuccessful outcomes can be safely called again later in the day.

Abstract: A method for optimizing a workload of an agent of the transaction processing system is disclosed, where the agent handles inbound and outbound calls and the calls are based on voice-dialog communication and/or text-dialog communication. The method includes obtaining historical data from a database based on a category of a current call handled by the agent, where the historical data provides an indication of an expected duration of the call. The method also includes determining a predicted end time of the current call. If an inbound call is pending, the inbound call is routed to the agent after the current call terminates. If an inbound call is not pending, then an outbound call number is obtained from a list of outbound call numbers to be placed, the outbound call is placed a determined amount of time prior to the predicted end time of the current call, and the outbound call is routed to the agent.

Abstract: A dialer for managing outgoing contacts is provided that includes a contact filtration agent 144 operable to retrieve presence information associated with a party to be contacted and determine, based on the presence information, whether or not to contact the party and, if so, when and where to contact the party.

Abstract: A method and apparatus are provided for guiding a conversation between an agent of a call center and a client of the call center towards one of a plurality of goals of an organization controlling the call center. The method includes the steps of recognizing a voice content of the client of the call center, correlating the recognized voice content with a first goal of the plurality of goals of the call center and presenting script to the agent of the call center based upon the correlated goal of the call center.

Abstract: Improving the frequency with which agents complete training in a call center or other constituent contact environment. Agents working in call centers are typically given periodic training to improve their skills. Training breaks are scheduled at various times throughout the day that can depend on the workload of the call center. However, often times the agents are unable to receive or complete their training during the scheduled training break due to unexpected work loads and other interruptions. The present invention enables monitoring and recording of whether training is received and completed during a training break. If the training was not completed, the training break is stored and rescheduled for a later time. The invention also facilitates completion of missed training breaks by providing spontaneous training breaks during periods of unexpectedly lower workload at the call center.

Abstract: A technique for use in controlling routing of a call in a communications system is provided. In one embodiment of the technique, a call routing script is used. The script includes at least one call routing instruction that refers to a variable whose value is stored externally to the script. The value of the variable is determined by the system when the system executes the script for determining a destination for the call. The value of the variable is stored in a database, and the database is read to determine the value of the variable.

Abstract: A method and system is provided for the preemptive goals based distribution of contact records. This method and system includes devices receiving contact records and providing customer contacts to one or more agents. Interfaced with the device is a distribution module including pools and queues. The distribution module places the contact records into the pools and transfers less than all of the contact records to the queues to allow for processing by the devices at peak efficiency. The distribution module transfers the queues to the devices so that the device can place customer contact attempts. A goal module, associated with the distribution module, monitors the performance of the pools. The goal module modifies which queues the pools transfer contact records to based on the performance of the pools thereby allowing the contact records to be distributed in accordance with performance goals for the pools.

Abstract: A method and system is provided for the distribution of outbound telephone calls. This method and system includes dialing devices receiving call records and providing telephone calls to one or more agents. Interfaced with the dialing device is a distribution module including pools and queues. The distribution module places the call records into the pools and transfers less than all of the call records to the queues to allow for calling by the dialing devices at peak efficiency. The distribution module transfers the queues to the dialing devices so that the dialing device can place telephone calls. The distribution module monitors the queues to determine when to send additional call records to the queues. In addition, distribution module monitors the results of the call records and updates the call records in the pools so that call records with unsuccessful outcomes can be safely called again later in the day.

Abstract: A method of designing an interface system that allows users to map the representation of their task directly to the interface. There are three major phases to the Customer-Centric Approach to Interface Design (C-CAID). End-users' tasks are categorized to determine the frequency of reasons or tasks of why users interact with a particular system. These reasons and their relative frequencies are used to design interface options that emphasize the user's task categories. Finally, the customer-centric interface designs are evaluated and compared with existing system interfaces using usability tests with actual users performing the tasks. The results from usability tests are used to pinpoint the task-option combinations that do not work well and which should be revised. Benefits of this customer-centric design are improved systems performance and increased user satisfaction.

Abstract: According to the invention, a system and method for integrating agent scripting, call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of the workforce management system against those of the other two systems, is disclosed. In an embodiment of the invention, a feedback mechanism is provided between the agent scripting engine and either the forecasting engine or the adherence module of the workforce management system, or both. This feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said agent scripting engine, said information exchange being unidirectional in either direction, or bidirectional. A similar feedback mechanism is provided between the routing system and either the forecasting engine or the adherence module of the workforce management system, or both.

Abstract: A local services platform including a server subsystem is connected to one or more APs; an application subsystem and provides headset/terminals (HS) with real-time services. A streaming interface is installed between the server and the application. The HS is capable of being activated and paired with a host device, typically a telephone under standard Link Control Protocol. The HS includes an extra button, when operated, causes the host to place the HS in an “idle” mode. During the “idle” mode, the HS listens to AP inquiries or carries out inquiries. When an AP beacon is detected, the HS requests a HOLD state from the paired telephone and receives streaming data after completing a connection to the AP beacon. When the streaming data is in channels, the HS can switch among the channels or end the transmission by operating the idle button.

Abstract: A method and system is provided for the preemptive goals based distribution of contact records. This method and system includes devices receiving contact records and providing customer contacts to one or more agents. Interfaced with the device is a distribution module including pools and queues. The distribution module places the contact records into the pools and transfers less than all of the contact records to the queues to allow for processing by the devices at peak efficiency. The distribution module transfers the queues to the devices so that the device can place customer contact attempts. A goal module, associated with the distribution module, monitors the performance of the pools. The goal module modifies which queues the pools transfer contact records to based on the performance of the pools thereby allowing the contact records to be distributed in accordance with performance goals for the pools.

Abstract: A system and method for providing a call back option to a customer of a call center. According to one embodiment, the system includes a telecommunications switch and an automatic call distributor in communication with the telecommunications switch via first and second communications links. The system also includes means for providing the customer with a call back option in response to a first call from the customer, wherein the first call is routed to the automatic call distributor by the telecommunications switch over the first communications link, and means for establishing a second call between the automatic call distributor and the customer over the second communications link when the customer accepts the call back option.

Abstract: Techniques are disclosed for processing communications in a communication system switch in which one or more processing scripts are selected for application to one or more communications in accordance with weightings assigned to at least a subset of the processing scripts. Measurements are determined for one or more switch resources, such as central processing unit (CPU) utilization, associated with processing of the communications using the processing scripts, and the processing script weightings are periodically adjusted in accordance with the determined measurements. The system resource measurements may be generally characterized as comprising resource limit measurements, business objective measurements, or other types of measurements. The invention facilitates the processing of communications in the system switch and provides improved efficiency and reliability.

Abstract: A method is provided for designing an interface system. The method includes receiving a call from a customer at a call center, and logging a reason the customer is calling the call center. Subsequently, reasons from multiple customers are collected and categorized into task categories to be performed by the interface system. Menu options can then be designed based upon the task categories. The menu options include some of the language the customers used to express the reason for calling the call center. Performance of the interface system is evaluated by using cumulative response time (CRT), which is a total time a user interfaces with the system, and routing accuracy. The routing accuracy accounts for whether the user successfully navigated the interface system to a correct destination, whether the user navigated to an incorrect destination, and whether the user did not navigate to any destination.

Abstract: A method and system is provided for common account based distribution of contact records. A comparison engine analyzes call record accounts to identify and tag related call records, such as call record accounts related to the same individual. A common account tag detector detects related accounts and communicates with a common account controller of a distribution module that distributes contact attempts in pools and queues. The common account controller locates related accounts, such as by searching for accounts having the same tag, to prevent additional contact attempts to the individual associated with the related accounts. The related accounts are forwarded to the operator who made the successful contact to coordinate resolution of the related accounts along with the account that originated the contact attempt.

Abstract: A relationship call center management system and method is used in a call center by a call center manager or supervisor. The relationship management system and method permits call center resources to be grouped into relationship profiles. A relationship key field corresponding to the relationship profiles is then used to organize and display statistics within the call center. A strategy and action management system and method permits the user to build customized actions and to create strategy profiles including one or more user-defined goal thresholds and assigned actions to take place when the goal thresholds are met. A statistics display system presents the call center statistics in different user-defined views, for example, corresponding to one of the relationship profiles. The statistics display system also monitors the statistics and provides an indication to the user when the user-defined goal thresholds have not been met.

Abstract: A dialer for managing outgoing contacts is provided that includes a contact filtration agent 144 operable to retrieve presence information associated with a party to be contacted and determine, based on the presence information, whether or not to contact the party and, if so, when and where to contact the party.

Abstract: There is disclosed an expandable multiline dialing controller which is connected to a computer hosting a database of telephone contact records. The controller is rendered expandable by a capacity expansion interface which allows the connection of second or subsequent dialing controllers in a chain, all of the dialing controllers in the chain sharing the connection to the single computer in telephone contact database. Available operators and available outside lines could be shared between the dialing controllers in the chain. A multiline dialing control system comprising a plurality of such dialing controllers is also disclosed. Also disclosed is the method of conducting a telephone contact campaign in such an expandable hardware environment.

Abstract: An emergency call load handling system in a call network has an interactive voice response (IVR) unit associated with a switching apparatus to which calls may be diverted in special conditions, such as during emergencies or disasters when calls to certain destinations may suddenly increase dramatically. Calls are diverted depending on call destination and/or pre-programmed triggers, such as a call load threshold experienced by the switching apparatus or for a specific destination. The IVR unit in some cases negotiates with callers for priority to further route calls, and may play pre-recorded messages. Low priority calls are typically disposed of to for fire stations, hospitals, government emergency handling centers and the like. In some cases rules may be amended in real time by use of data network connections between call centers and the SCPs involved.

Abstract: Disclosed is a method for distributing customer contacts to a transaction processing entity of a transaction processing system. The method includes predicting a time for assignment of a customer contact to a transaction processing entity in the transaction processing system. In an alternative embodiment, the method also includes finding a transaction processing entity that is available to process the customer contact and routing the customer contact to the found transaction processing entity. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that may allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Abstract: A database having information sought by a consumer, a database containing consumer attributes, and a database of advertising messages are made responsive to telephone calls placed to an interactive voice response (IVR) system. Alternatively, the databases can be linked to a web site responsive to consumer input. Either system can deliver the advertising messages to the consumer. The database of consumer attributes contains information already known about the consumer that can be used to decide on which advertising message to deliver. The consumer initiates activity by calling the interactive voice response system or accessing the web site. Software identifies the consumer via the consumer-inputted identification and delivers an advertising message likely appeal to the consumer. The advertising message can include an offer to purchase a product or service. The offer can be taken during the advertising period and recorded so as to be sent to a sponsor.

Abstract: A system for determining the status of an answered telephone during the course of an outbound telephone call includes an automated telephone calling device for placing a telephone call to a location having a telephone number at which a target person is listed, upon the telephone call being answered, initiating a prerecorded greeting which asks for the target person and receiving a spoken response from an answering person and a speech recognition device for performing a speech recognition analysis on the spoken response to determine a status of the spoken response. If the speech recognition device determines that the answering person is the target person, the speech recognition device initiates a speech recognition application with the target person.

Abstract: A system is provided for routing telephone calls between at least first and second groups of call-handling stations. A dialer is configured to automatically place telephone calls. Once the call is placed, the dialer routes the call to a first-level hunt group. The first-level hunt group searches for an available first-level call-handling station and routes the call to the available first-level call-handling station. Once the first-level call-handling station establishes contact with the right-party, the first-level call-handling station sends a routing signal to the dialer. The dialer then routes the call to a second-level hunt group, which searches for an available second-level call-handling station. Then the second-level hunt group routes the call to the available second-level call-handling station. The first and second-level call-handling station may be at locations separate from each other.

Abstract: The invention is directed to assessing the viability of a business entity based on statistics concerning information assistance calls requesting the listing of the same. The invention is premised upon a perceived correlation between the number of calls requesting a business entity's listing and the callers' interest in its products or services, which in turn correlates to sales of the business entity. In accordance with the invention, data is collected and analyzed which concerns information assistance calls requesting listings of different business entities which may belong to the same industry or company to measure their comparative performance. In an illustrative embodiment, the performance measure of the business entity (department) may be compared with those of other business entities (departments) in the same geographic area belonging to the same industry to gain insights into the competitiveness of the business entity in that area.

Abstract: Appointments for a professional are captured and placed on an “electronic” waiting list (e.g., database of scheduled appointments) in an appointment system. When available, the professional (e.g., a physician) communicates with the appointment system and announces his availability. The appointment system begins contacting individuals (e.g., patients) on the waiting list (e.g., in an order specified by the professional), and then bridges the physician and patient for the appointment. The communications are preferably telephone calls, but may be telephone, electronic chats, e-mail, pages, etc. The appointment system includes a billing interface that charges the patient/patients insurance for the appointment. The Appointments themselves may be scheduled, for example, via a touch tone phone response system, a web interface, or other communication devices, etc.

Abstract: A method and apparatus are provided for accepting a call by an automatic call distributor and for automatic call handling of the call. The apparatus for automatic call handling has: a call receiving system that outputs at least one voice signal; a text voice converter having an input for the at least one voice signal, the text voice converter converting the voice signal to a text stream and providing the text stream on an output thereof; an emotion detector having an input for the at least one voice signal, the emotion detector detecting at least one emotional state in the voice signal and producing at least one tag indicator indicative thereof on an output of the emotion detector; and a scripting engine having inputs for the text stream and the at least one tag indicator, the scripting engine providing on an output thereof at least one response based on the text stream and on the at least one tag indicator.

Abstract: A method for operating a communication network in which a call center transmits data to a communication subscriber. The call center has organization units which are arranged with a topological distribution in the communication network and are connected to switching nodes. In the method, an available first organization unit is ascertained, a first communication channel is set up between the first and a second organization unit, the data are transmitted from the second organization unit to the first organization unit, a second communication channel is set up between the first organization unit and the communication subscriber, and the data are transmitted from the first organization unit to the communication subscriber.

Abstract: A system and method for providing an operator with automated calling functions allows the operator to be on the line when a customer call is placed so that a sales call can begin immediately if a customer answers the call. The system and method could be configured so that the operator can place calls automatically be selecting customers from customer call lists. The system and method may also allow the operator to cause a pre-recorded audio message to be played to a first customer, or the first customer's answering machine, while the operator proceeds to a second customer call placed over a second telephone line.

Abstract: A method for incorporating functions of an automatic call distribution system into an interactive voice answering system wherein the interactive voice response system coupled to an automatic call distribution system is influenced by communication terminal equipment such that a request for reserving an available agent to the automatic call distribution system is communicated. Given the reservation of a requested agent, the allocated communication system is influenced such that the communication terminal equipment is transferred to the reserved agent communication terminal equipment.

Abstract: A method and apparatus for managing communication, such as telephone calls. One or more of a plurality of predetermined values are assigned to each of one or more of a plurality of predetermined characteristics relating to a received communication. A destination is selected based on the assigned values and the communication is routed to the selected destination. Scripts can be generated to route the communication to a specified device of the destination.

Abstract: A system for contacting an interested party utilizing a computer network includes an interested party database including a field containing a first e-mail address used to address an e-mail message to an interested party and an e-mail general or responsive to the first e-mail address and generating the first e-mail message addressed to the first e-mail address of the interested party. The generator also sends the first e-mail message to the interested party's first e-mail address. The first e-mail message includes a response message portion including a second e-mail message. The second e-mail message is addressed to a second e-mail address (sending party's e-mail address. The response message portion is responsive to the first e-mail message being read, for sending the second e-mail message to the sending party's e-mail address. The system further includes a database responsive to the second e-mail message storing data associated therewith.

Abstract: A system and method provides an automatic telephone call back to a telephone line being used to access a computer network. A call back is made in response to a request by an inquiring party at a remote data terminal connected to the computer network using a telephone line. The inquiring party provides call back data at the data terminal connected to a computer network, such as the Internet, by way of a telephone line. The call back data is transferred over the computer network to the automated telephone call back system. A computer network interface at the automated back system provides a gateway between the computer network and an automated dialer system. The automated dialer system retrieves telephone numbers provided by the inquiring parties, schedules the call backs, and automatically dials the telephone numbers using a predictive dialer. If a telephone number is scheduled for an immediate call back, the call status is monitored by the dialer to detect a busy signal.

Abstract: This invention relates to a system and method for creation and automatic deployment of personalized, dynamic and interactive voice services, including information derived from on-line analytical processing (OLAP) systems and other data repositories. More specifically, the invention relates to a system and method that enable personalized delivery of information in real-time, via natural language voice communication with a voice-enabled terminal device. The system and method combines personalized information broadcast technology with an active voice page. An active voice page is created by the system, stored in a call database and used to generate dynamic voice menus. A call server retrieves the AVP from the call database and delivers the content of the service by dialing a subscriber's telephone number, speaking message text to the subscriber and recording the subscriber's input in response to the call menus. A unique AVP is generated for each subscriber scheduled to receive voice service content.

Abstract: A method for performing automated telemarketing comprising receiving potential customer data including a telephone number. A telephone call is initiated to the telephone number using an auto-dialing device. Notification is received at a voice platform that the potential customer has answered the telephone call. The voice platform includes a text-to-speech device and a speech recognition device. In response to receiving the notification, a verbal greeting is sent to the potential customer. The greeting is provided by the text-to-speech device. The method further comprises conversing with the potential customer via the voice platform in response to sending the verbal greeting. The conversing includes receiving a message from the potential customer via the speech recognition device. Information is provided to the potential customer responsive to the message. The telephone call is ended responsive to the conversing and telephone call data is transmitted to a database in response to the telephone call ending.

Abstract: A method for optimizing a workload of an agent of the transaction processing system is disclosed, where the agent handles inbound and outbound calls and the calls are based on voice-dialog communication and/or text-dialog communication. The method includes obtaining historical data from a database based on a category of a current call handled by the agent, where the historical data provides an indication of an expected duration of the call. The method also includes determining a predicted end time of the current call. If an inbound call is pending, the inbound call is routed to the agent after the current call terminates. If an inbound call is not pending, then an outbound call number is obtained from a list of outbound call numbers to be placed, the outbound call is placed a determined amount of time prior to the predicted end time of the current call, and the outbound call is routed to the agent.

Abstract: An automated method for conducting an outdial telephone campaign, with the method comprising at least the following. At least one target telephone number is selected from a plurality of target telephone numbers, and the at least one target telephone number is dialed. A status resulting from the dialing is identified, including receiving an indicator signal, such as an SIT tone, resulting from the dialing of the at least one target telephone number and a message associated with the indicator signal, and automatically converting the message to a text equivalent. The status is associated with the at least one target telephone number. The above steps are repeated until the outdial campaign is complete. Apparatus, systems, and computer- or machine-readable media for performing the above method are also disclosed.

Abstract: A method, apparatus, and system places outbound calls using a predictive dialer at a call center and, optionally, receives inbound calls. The predictive dialing components use information about the substantive stage of the active calls at a given point in time to decide whether to begin to dial another outbound call. The calls that are considered may be inbound or outbound. In one form of the invention, statistics are maintained regarding each agent's passage through the various stages of an active call, then the statistics are used to control the predictive dialer.

Abstract: A system and method for providing an operator with automated calling functions allows the operator to be on the line when a customer call is placed so that a sales call can begin immediately if a customer answers the call. The system and method could be configured so that the operator can place calls automatically be selecting customers from customer call lists. The system and method may also allow the operator to cause a pre-recorded audio message to be played to a first customer, or the first customer's answering machine, while the operator proceeds to a second customer call placed over a second telephone line.

Abstract: A system and method for creation and automatic deployment of personalized, dynamic, and interactive voice services relating to subscriber books, including information derived from on-line analytical processing (OLAP) systems is described. More specifically, the invention relates to a system and method that enable personalized delivery of book-related information in real-time, via natural language voice communication with a voice enabled terminal device.

Abstract: A blended contact center arrangement is disclosed wherein designated agent terminals may facilitate agent customer interaction with respect to a variety of different contact center applications. The agent terminals are logged on to both inbound and outbound contact center applications, and may switch between the two on a dynamic and flexible basis. Other types of agent customer interaction, such as email, webchat, etc. may be implemented as well.

Abstract: Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help. In addition, a pool of operators/agents capable of receiving the request for concierge-like services generate an electronic ticket representing such request. A pool of fulfillment agents capable of receiving the electronic ticket engage in such action as necessary to fulfill the request.

Abstract: A system and method of automatic call handling allowing agent optimization in an automatic call distributor using voice recognition and speech synthesis technology. A speech synthesizer takes a script as input and generates speech as output. A prepared script includes speech input for the speech synthesizer. Connect a call with a call contact, speak to the call contact speech generated using the prepared script as input to the speech synthesizer, receive live agent voice input, and recognize agent speech.

Abstract: A method for allocating agents to telephone call campaigns by a telephony system is disclosed. The disclosed method is aimed at maximizing productivity of successful agents by prioritizing call distribution to those agents enjoying a high level of success with respect to a particular call campaign during a particular period of time. The method includes providing a plurality of agent resources to participate in at least one call campaign, establishing success criteria for each call campaign, assigning a success index to each agent for each call campaign, directing calls to the plurality of agent resources in a prioritized manner, whereby calls are connected to available agents in accordance with the value of agent success indexes from highest to lowest The method also includes updating each agent success index is based on the established success criteria while the call campaign is in progress.

Abstract: A method of providing a session for ordering a telecommunication service includes receiving a telecommunication call for ordering the telecommunication service, communicating a prerecorded terms and conditions message for the telecommunication service to an individual ordering the telecommunication service, and receiving a reply message to the terms and conditions message from the individual. The prerecorded terms and conditions message is communicated to the individual and the reply message is received during the telecommunication call. A system for providing the session is disclosed.

Abstract: A system and method automatically allocates agent resources and prioritizes call campaigns to maximize productivity of a call center by prioritizing call distribution along with agent resource allocation to those campaigns enjoying a high level of success, such as sales success, during a particular period of time. A plurality of call campaigns are grouped together to form a pacing group. Each call campaign in the pacing group is then assigned a campaign pacing ratio each having a sales success criteria. During the processing of the call campaigns, the pacing ratio of each call campaign will then be adjusted, whereby those campaigns realizing higher levels of current sales success will have their pacing ratios increased while those experiencing lower levels of current success will have their pacing ratios decreased.

Abstract: A dialer for managing outgoing contacts is provided that includes a contact filtration agent 144 operable to retrieve presence information associated with a party to be contacted and determine, based on the presence information, whether or not to contact the party and, if so, when and where to contact the party.

Abstract: A call list update processing system including a call list controller, responsive to a source of call records, a predictive dialer, and a call list update processing system. The call list update processing system including a call list update processor, said processor including a call list update file. The call record update data including an updated call record that corresponds to a call record in the call list and a comparator. The source of call records includes a host processor and the call list update processor includes a host update file, for storing call records update data received by an agent during a telephone call with a third party until said call record update data is transmitted to said host processor by said call list update processor.