Methods and devices for balancing communications using match rates

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 7209444
APP PUB NO 20030214950A1
SERIAL NO

10145030

Stats

ATTORNEY / AGENT: (SPONSORED)

Importance

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Abstract

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Incoming communications received by call centers and the like are routed to one or more alternative call centers based on a comparison of Match Rates and Expected Wait Times. Such routing helps improve the overall load balancing of a call center or network of call centers while increasing the effectiveness and controlling the costs of handling incoming communications.

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First Claim

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AVAYA INC.BASKING RIDGE, NJ2830

International Classification(s)

  • [Classification Symbol]
  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Foster, Robin Harris Little Silver, NJ 6 916
Hagan, Jeffrey H Phoenix, AZ 1 3

Cited Art Landscape

Patent Info (Count) # Cites Year
 
WSOU INVESTMENTS, LLC (1)
* 6314465 Method and apparatus for load sharing on a wide area network 153 1999
 
WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT (1)
5870464 Intelligent information routing system and method 129 1996
 
AVAYA INC. (7)
5206903 Automatic call distribution based on matching required skills with agents skills 569 1990
5506898 Expected wait-time indication arrangement 199 1994
5740238 Method and apparatus for queuing a call to the best backup split 153 1995
5754639 Method and apparatus for queuing a call to the best split 246 1995
5828747 Call distribution based on agent occupancy 262 1997
6049547 Lookahead interflow of traffic among a plurality of serving sites of one customer 90 1997
6295353 Arrangement for efficiently updating status information of a network call-routing system 157 1998
 
MICROSEMI CORPORATION (1)
6233165 Power converter having a low voltage regulator powered from a high voltage source 14 2000
 
UNIFY, INC. (1)
6058435 Apparatus and methods for responding to multimedia communications based on content analysis 157 1997
 
ACCENTURE GLOBAL SERVICES LIMITED (3)
6064973 Context manager and method for a virtual sales and service center 71 1998
6070142 Virtual customer sales and service center and method 194 1998
* 6134530 Rule based routing system and method for a virtual sales and service center 281 1998
 
AT&T CORP. (1)
* 5530744 Method and system for dynamic customized call routing 333 1994
* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
WAVIN B.V. (1)
4793788 Apparatus of extruding a plastic pipe under control of the wall thickness of the extruded plastic pipe 10 1988
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (2)
* 8831203 System and methods for tracking unresolved customer involvement with a service organization and automatically formulating a dynamic service solution 1 2008
* 2010/0158,236 System and Methods for Tracking Unresolved Customer Involvement with a Service Organization and Automatically Formulating a Dynamic Service Solution 84 2008
* Cited By Examiner

Maintenance Fees

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11.5 Year Payment $7400.00 $3700.00 $1850.00 Oct 24, 2018
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