US Patent No: 7,770,175

Number of patents in Portfolio can not be more than 2000

Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal

ALSO PUBLISHED AS: 20050071844

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ATTORNEY / AGENT: (SPONSORED)

Importance

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Abstract

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The present invention is directed to balancing resource loads. In particular, the present invention is directed to assigning work to service locations having the greatest probability of servicing the work within a target time. Because an average wait time is not necessarily equal to a probability of servicing work within a target time, the present invention is useful in meeting service target goals. Because the present invention operates by comparing the probability of a defined set of service locations to one another, absolute probabilities need not be calculated. Instead, relative probabilities may be used in assigning work.

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First Claim

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AVAYA INC.BASKING RIDGE, NJ2394

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Flockhart, Andrew D Thornton, CO 112 2726
Roybal, Larry John Westminster, CO 11 159
Steiner, Robert C Broomfield, CO 87 385

Cited Art Landscape

Patent Info (Count) # Cites Year
 
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5,903,877 Transaction center for processing customer transaction requests from alternative media sources 130 1996
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5,905,793 Waiting-call selection based on anticipated wait times 209 1997
5,982,873 Waiting-call selection based on objectives 198 1997
6,049,547 Lookahead interflow of traffic among a plurality of serving sites of one customer 61 1997
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6,463,346 Workflow-scheduling optimization driven by target completion time 74 1999
7,035,808 Arrangement for resource and work-item selection 48 1999
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ACCENTURE GLOBAL SERVICES LIMITED (13)
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2002/0002,464 SYSTEM AND METHOD FOR A TELEPHONIC EMOTION DETECTION THAT PROVIDES OPERATOR FEEDBACK 44 1999
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6,151,571 System, method and article of manufacture for detecting emotion in voice signals through analysis of a plurality of voice signal parameters 160 1999
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ASPECT COMMUNICATIONS CORPORATION (6)
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LUCENT TECHNOLOGIES INC. (6)
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E-TALK CORPORATION (5)
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MICROSOFT CORPORATION (5)
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AVAYA TECHNOLOGY LLC (4)
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FIRSTPOINT CONTACT TECHNOLOGIES, LLC (4)
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AT&T CORP. (3)
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INTEL CORPORATION (3)
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TERADATA US, INC. (3)
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Other [Check patent profile for assignment information] (7)
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Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
AVAYA INC. (2)
7,949,123 Wait time predictor for long shelf-life work 2 2004
8,675,860 Training optimizer for contact center agents 0 2012
 
AT&T INTELLECTUAL PROPERTY I, L.P. (1)
8,218,754 System, method and software for transitioning between speech-enabled applications using action-object matrices 0 2009
 
HEWLETT-PACKARD DEVELOPMENT COMPANY, L.P. (1)
7,962,916 Method of distributing load amongst two or more computer system resources 1 2005
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (1)
8,127,032 Performance sampling in distributed systems 0 2007
 
UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA) (1)
8,046,281 System and method for automating initial claim assignment 0 2006

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