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

ALSO PUBLISHED AS: 20030214950
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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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Patent Owner(s)

Patent OwnerAddressTotal Patents
AVAYA INC.BASKING RIDGE, NJ2439

International Classification(s)

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  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Foster, Robin Harris Little Silver, NJ 7 772
Hagan, Jeffrey H Phoenix, AZ 2 2

Cited Art Landscape

Patent Info (Count) # Cites Year
 
AVAYA INC. (7)
5,206,903 Automatic call distribution based on matching required skills with agents skills 434 1990
5,506,898 Expected wait-time indication arrangement 160 1994
5,740,238 Method and apparatus for queuing a call to the best backup split 119 1995
5,754,639 Method and apparatus for queuing a call to the best split 200 1995
5,828,747 Call distribution based on agent occupancy 224 1997
6,049,547 Lookahead interflow of traffic among a plurality of serving sites of one customer 63 1997
6,295,353 Arrangement for efficiently updating status information of a network call-routing system 110 1998
 
ACCENTURE GLOBAL SERVICES LIMITED (3)
6,064,973 Context manager and method for a virtual sales and service center 37 1998
6,070,142 Virtual customer sales and service center and method 133 1998
6,134,530 Rule based routing system and method for a virtual sales and service center 202 1998
 
ASPECT SOFTWARE, INC. (1)
5,870,464 Intelligent information routing system and method 91 1996
 
AT&T CORP. (1)
5,530,744 Method and system for dynamic customized call routing 287 1994
 
LUCENT TECHNOLOGIES INC. (1)
6,314,465 Method and apparatus for load sharing on a wide area network 133 1999
 
MICROSEMI CORPORATION (1)
6,233,165 Power converter having a low voltage regulator powered from a high voltage source 13 2000
 
SIEMENS ENTERPRISE COMMUNICATIONS, INC. (1)
6,058,435 Apparatus and methods for responding to multimedia communications based on content analysis 123 1997

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (1)
8,831,203 System and methods for tracking unresolved customer involvement with a service organization and automatically formulating a dynamic service solution 0 2008
 
Wavin B.V. (1)
4,793,788 Apparatus of extruding a plastic pipe under control of the wall thickness of the extruded plastic pipe 9 1988

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