US Patent No: 7,209,444
Number of patents in Portfolio can not be more than 2000
Methods and devices for balancing communications using match rates
Stats
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Apr 24, 2007
Issued date -
May 15, 2002
filing date -
10/145,030
serial no -
In Force
status
Importance
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Abstract
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
Related Publications
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International Classification(s)
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- [Patents Count]
Cited Art
| Patent Info | (Count) | # Cites | Year |
|---|---|---|---|
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| 5,206,903 Automatic call distribution based on matching required skills with agents skills | 361 | 1990 | |
| 5,506,898 Expected wait-time indication arrangement | 130 | 1994 | |
| 5,740,238 Method and apparatus for queuing a call to the best backup split | 99 | 1995 | |
| 5,754,639 Method and apparatus for queuing a call to the best split | 169 | 1995 | |
| 5,828,747 Call distribution based on agent occupancy | 198 | 1997 | |
| 6,049,547 Lookahead interflow of traffic among a plurality of serving sites of one customer | 48 | 1997 | |
| 6,295,353 Arrangement for efficiently updating status information of a network call-routing system | 85 | 1998 | |
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| 6,064,973 Context manager and method for a virtual sales and service center | 32 | 1998 | |
| 6,070,142 Virtual customer sales and service center and method | 106 | 1998 | |
| 6,134,530 Rule based routing system and method for a virtual sales and service center | 158 | 1998 | |
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| 5,870,464 Intelligent information routing system and method | 83 | 1996 | |
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| 5,530,744 Method and system for dynamic customized call routing | 252 | 1994 | |
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| 6,314,465 Method and apparatus for load sharing on a wide area network | 114 | 1999 | |
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| 6,233,165 Power converter having a low voltage regulator powered from a high voltage source | 12 | 2000 | |
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| 6,058,435 Apparatus and methods for responding to multimedia communications based on content analysis | 108 | 1997 | |
Patent Citation Ranking
Maintenance Fees
| Fee | Large entity fee | small entity fee | micro entity fee | due date |
|---|---|---|---|---|
| 7.5 Year Payment | $3600.00 | $1800.00 | $900.00 | Oct 24, 2014 |
| 11.5 Year Payment | $7400.00 | $3700.00 | $1850.00 | Oct 24, 2018 |
| Fee | Large entity fee | small entity fee | micro entity fee |
|---|---|---|---|
| Surcharge - 7.5 year - Late payment within 6 months | $160.00 | $80.00 | $40.00 |
| Surcharge - 11.5 year - Late payment within 6 months | $160.00 | $80.00 | $40.00 |
| 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 |