US Patent No: 5,740,238

Number of patents in Portfolio can not be more than 2000

Method and apparatus for queuing a call to the best backup split

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Abstract

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A call-center ACD switch and queuing method are modified either to respond to a call that overflows the call queue of its primary agent split by determining which backup split in which call center is the best backup split for the call, and enqueuing the call in the call queue of the best backup split, or to respond to an arriving call by determining, for those splits that could handle the call, the present values of a parameter that defines what is a best split for handling the call, determining from those present values which split is the best split for handling the call, and then enqueuing the call in the call queue of the best split. Any desirable criteria may be used to determine the best split or the best back-up split. A preferred criterion is queue waiting time: the best split or the best backup split is the one whose call queue offers the shortest in-queue waiting time. The waiting time may be either the real estimated waiting time (EWT), or the EWT weighted for other factors (WEWT). A programmable queuing control function directs the ACD switch to obtain, for each overflow call, the EWTs of its backup splits, to weight these EWTs in order to obtain the corresponding WEWTs, to compare the WEWTs with each other in order to find the backup split with the shortest WEWT (the best backup split), and then to enqueue the call in the queue of this best backup split.

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First Claim

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AVAYA INC.BASKING RIDGE, NJ2530

International Classification(s)

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Flockhart, Andrew Derek Thornton, CO 16 1553
Mathews, Eugene Paul Barrington, IL 3 499

Cited Art Landscape

Patent Info (Count) # Cites Year
 
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ROCKWELL INTERNATIONAL CORPORATION (2)
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TEKELEC (1)
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Intervoice Limited Partnership (2)
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ETALK CORPORATION (1)
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* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
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7,415,417 Presence awareness agent 17 2002
7,336,779 Topical dynamic chat 33 2002
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7,620,169 Waiting but not ready 1 2002
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8,094,804 Method and apparatus for assessing the status of work waiting for service 3 2003
7,770,175 Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal 6 2003
7,729,490 Post-termination contact management 21 2004
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7,953,859 Data model of participation in multi-channel and multi-party contacts 11 2004
7,711,104 Multi-tasking tracking agent 25 2004
7,949,123 Wait time predictor for long shelf-life work 4 2004
7,657,021 Method and apparatus for global call queue in a global call center 4 2005
8,234,141 Dynamic work assignment strategies based on multiple aspects of agent proficiency 3 2005
7,949,121 Method and apparatus for the simultaneous delivery of multiple contacts to an agent 8 2005
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7,817,796 Coordinating work assignments for contact center agents 5 2005
7,818,010 Methods and apparatus for allocating resources in a distributed environment 4 2005
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7,779,042 Deferred control of surrogate key generation in a distributed processing architecture 4 2005
7,881,450 Answer on hold notification 1 2005
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8,116,446 Agent driven work item awareness for tuning routing engine work-assignment algorithms 5 2005
8,073,129 Work item relation awareness for agents during routing engine driven sub-optimal work assignments 4 2005
7,822,587 Hybrid database architecture for both maintaining and relaxing type 2 data entity behavior 4 2005
8,411,843 Next agent available notification 2 2005
7,787,609 Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills 21 2005
7,752,230 Data extensibility using external database tables 3 2005
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8,737,173 Date and time dimensions for contact center reporting in arbitrary international time zones 0 2006
8,442,197 Telephone-based user interface for participating simultaneously in more than one teleconference 2 2006
8,675,861 Methods and apparatus for variable wait treatments for requests enqueued in one or more queues 0 2006
7,936,867 Multi-service request within a contact center 23 2006
8,391,463 Method and apparatus for identifying related contacts 0 2006
8,938,063 Contact center service monitoring and correcting 0 2006
8,855,292 Agent-enabled queue bypass to agent 0 2006
7,835,514 Provide a graceful transfer out of active wait treatment 3 2006
8,811,597 Contact center performance prediction 0 2006
8,767,944 Mechanism for status and control communication over SIP using CODEC tunneling 0 2007
7,747,705 Method to make a discussion forum or RSS feed a source for customer contact into a multimedia contact center that is capable of handling emails 8 2007
8,504,534 Database structures and administration techniques for generalized localization of database items 0 2007
8,315,373 Enhanced polling method and system 1 2008
8,831,206 Automated, data-based mechanism to detect evolution of employee skills 0 2008
8,385,532 Real-time detective 2 2008
9,025,761 Method and apparatus for assessing the status of work waiting for service 0 2008
8,891,747 Method and apparatus for assessing the status of work waiting for service 0 2008
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8,856,182 Report database dependency tracing through business intelligence metadata 0 2008
8,116,237 Clearing house for publish/subscribe of status data from distributed telecommunications systems 2 2008
8,731,177 Data model of participation in multi-channel and multi-party contacts 1 2008
8,621,011 Treatment of web feeds as work assignment in a contact center 0 2009
8,964,958 Grid-based contact center 0 2009
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8,385,533 Bidding work assignment on conference/subscribe RTP clearing house 0 2009
8,565,386 Automatic configuration of soft phones that are usable in conjunction with special-purpose endpoints 0 2009
8,306,212 Time-based work assignments in automated contact distribution 0 2010
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8,578,396 Deferred control of surrogate key generation in a distributed processing architecture 0 2010
8,675,860 Training optimizer for contact center agents 1 2012
8,873,739 Instant message contact management in a contact center 0 2013
 
AVAYA TECHNOLOGY CORP. (1)
6,766,013 Timely shut-down of a real-time work center 56 2001
 
VIRTAUL HOLD TECHNOLOGY, LLC (2)
* 6,563,921 Automatic call director first in first out accessory 47 1997
6,754,334 Automatic call director first in first out accessory 25 2003
 
EIS INTERNATIONAL, INC. (1)
6,278,777 System for managing agent assignments background of the invention 105 2000
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (9)
* 5,991,392 Agent-initiated dynamic requeing 93 1997
* 6,134,315 Metadata-based network routing 69 1997
* 6,445,788 Method and apparatus for providing fair access to agents in a communication center 18 1999
* 6,229,888 System and method for operating a plurality of call centers 76 1999
* 6,298,130 Metadata-based network routing 57 2000
9,002,920 Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center 0 2008
9,008,075 System and methods for improving interaction routing performance 0 2008
RE45606 Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality 0 2013
RE45583 Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network 0 2013
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (1)
* 6,771,760 Callback imitation as incoming calls 50 1999
 
HEWLETT-PACKARD COMPANY (1)
* 5,923,745 Routing calls to call centers 186 1997
 
WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT (4)
* 5,907,611 Apparatus and method for identifying records of overflowed ACD calls 9 1997
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* 7,133,520 Dynamic skill-based call routing 17 1999
 
MITEL NETWORKS CORPORATION (1)
* 5,987,117 Method of dynamic load sharing between systems with automatic telephone call distributors 78 1997
 
ALCATEL LUCENT (1)
8,971,216 Method for routing transactions between internal and external partners in a communication center 0 2006
 
DYMAS FUNDING COMPANY, LLC (1)
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ERICSSON INC. (1)
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GENESYS COMMUNICATIONS LABORATORIES, INC. (2)
* 5,963,632 Agent-initiated dynamic requeing of misrouted calls in call-routing systems 32 1997
* 5,946,387 Agent-level network call routing 156 1997
 
GENERAL ELECTRIC CAPITAL CORPORATION, AS AGENT (1)
* 6,683,947 Call center monitoring system 8 2001
 
AVAYA TECHNOLOGY LLC (1)
6,665,395 Automatic call distribution system using computer network-based communication 130 1998
 
ETALK CORPORATION (1)
6,522,743 Routing calls to call centers 42 1999
 
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7,110,520 Method and system for directory assistance services 1 1999
6,396,920 System for selectively providing a higher level of directory assistance services 26 1999
 
NOBLE SYSTEMS CORPORATION (8)
7,142,662 Method and system for distributing outbound telephone calls 5 2001
7,103,173 System and method for preemptive goals based routing of contact records 13 2002
7,054,434 System and method for common account based routing of contact records 14 2003
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7,158,629 System and method for preemptive goals based routing of contact records 1 2006
7,239,692 Method and system for distributing outbound telephone calls 2 2006
7,502,460 Method and system for distributing outbound telephone calls 3 2007
 
INTELLISIST, INC. (8)
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8,116,445 System and method for monitoring an interaction between a caller and an automated voice response system 4 2007
8,068,595 System and method for providing a multi-modal communications infrastructure for automated call center operation 5 2007
8,467,519 System and method for processing calls in a call center 1 2008
8,457,296 System and method for processing multi-modal communications during a call session 1 2011
8,462,935 System and method for monitoring an automated voice response system 1 2012
8,804,938 Computer-implemented system and method for processing user communications 0 2013
9,014,362 System and method for processing multi-modal communications within a call center 0 2014
 
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INETO, INC. (1)
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MITEL COMMUNICATIONS, INC. (1)
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* Cited By Examiner