Arrangement for efficiently updating status information of a network call-routing system
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United States of America Patent
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Sep 25, 2001
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app pub date -
Oct 7, 1998
filing date -
Oct 7, 1998
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Abstract
Call centers (143-145) use an event-driven scheme (207) with a filter (366) to send status updates to an associated network call-routing system (150). The filter ensures that only minimal status changes are not reported to the network call-routing system. Each call center records (310) the status values (360-365) of different splits that it last sent to the call-routing system, and sends a new status update only when a status value of a split has changed (306) by the split's corresponding threshold amount (380-385). On the one hand, in large splits, the number of status-impacting events (such as call arrival, call serviced, call abandon, agent login/logout, etc.) is typically high, but the scale of the change in status effected by each of these events is minimal. On the other hand, in small splits, the number of status-impacting events is typically small but the scale of the change in status effected by each of these events is significant. Therefore, substantially each event at a small split with a small volume of events results in a status update being sent, whereas only a small minority of events at a large split with a high volume of events results in a status update being sent.
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- 15 United States
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Patent Owner(s)
- AVAYA INC.
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Inventor(s)
Inventor Name | Address | # of filed Patents | Total Citations |
---|---|---|---|
Flockhart, Andrew D | Thornton, CO | 83 | 6063 |
Mathews, Eugene P | Barrington, IL | 36 | 6201 |
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Surcharge after expiration - Late payment is unavoidable | $700.00 | $350.00 | $175.00 |
Surcharge after expiration - Late payment is unintentional | $1,640.00 | $820.00 | $410.00 |
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