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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ATTORNEY / AGENT: (SPONSORED)

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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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all claims..

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AVAYA INC.BASKING RIDGE, NJ2420

International Classification(s)

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  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Flockhart, Andrew Derek Thornton, CO 17 1442
Mathews, Eugene Paul Barrington, IL 3 472

Cited Art Landscape

Patent Info (Count) # Cites Year
 
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E-TALK CORPORATION (1)
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TEKELEC (1)
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* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
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7,818,010 Methods and apparatus for allocating resources in a distributed environment 3 2005
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7,881,450 Answer on hold notification 1 2005
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7,835,514 Provide a graceful transfer out of active wait treatment 2 2006
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8,504,534 Database structures and administration techniques for generalized localization of database items 0 2007
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8,385,532 Real-time detective 0 2008
8,891,747 Method and apparatus for assessing the status of work waiting for service 0 2008
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8,116,237 Clearing house for publish/subscribe of status data from distributed telecommunications systems 1 2008
8,731,177 Data model of participation in multi-channel and multi-party contacts 0 2008
8,621,011 Treatment of web feeds as work assignment in a contact center 0 2009
8,644,491 Mechanism for multisite service state description 0 2009
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
8,457,300 Instant message contact management in a contact center 2 2010
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
 
NOBLE SYSTEMS CORPORATION (9)
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E-TALK CORPORATION (2)
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AVAYA TECHNOLOGY CORP. (1)
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DYMAS FUNDING COMPANY, LLC (1)
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Other [Check patent profile for assignment information] (1)
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* Cited By Examiner