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

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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, NJ2768

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Flockhart, Andrew D Thornton, US 81 3554
Roybal, Larry John Westminster, US 7 238
Steiner, Robert C Broomfield, US 87 652

Cited Art Landscape

Patent Info (Count) # Cites Year
 
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7,035,808 Arrangement for resource and work-item selection 59 1999
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2008/0275,751 METHOD AND APPARATUS FOR ASSESSING THE STATUS OF WORK WAITING FOR SERVICE 10 2008
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6,230,183 Method and apparatus for controlling the number of servers in a multisystem cluster 116 1998
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* 6,748,414 Method and apparatus for the load balancing of non-identical servers in a network environment 51 1999
2002/0136,317 Block coding for multilevel data communication 5 2002
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WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT (19)
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5,479,497 Automatic call distributor with programmable window display system and method 177 1994
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5,544,232 Call distributor with automatic preannouncement system and method 97 1995
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6,449,356 Method of multi-media transaction processing 115 1998
6,233,333 CTI integration of telephonic calls moved between switches of an automatic call distributor 69 1998
6,449,646 Method and apparatus for allocating mixed transaction type messages to resources via an integrated queuing mechanism 196 1998
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7,133,520 Dynamic skill-based call routing 18 1999
6,584,191 Staffing-based percentage-allocation routing using real-time data 77 1999
2003/0026,414 System and method for distributing customer contacts 34 2001
6,850,613 Customer service request allocations based upon real-time data and forecast data 42 2003
2006/0045,255 Call tracking using SIP presence mechanism 24 2004
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GENESYS COMMUNICATIONS LABORATORIES, INC. (1)
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ACCENTURE GLOBAL SERVICES LIMITED (13)
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6,275,806 System method and article of manufacture for detecting emotion in voice signals by utilizing statistics for voice signal parameters 216 1999
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6,427,137 System, method and article of manufacture for a voice analysis system that detects nervousness for preventing fraud 132 1999
6,463,415 69voice authentication system and method for regulating border crossing 91 1999
6,480,826 System and method for a telephonic emotion detection that provides operator feedback 135 1999
2001/0056,349 69VOICE AUTHENTICATION SYSTEM AND METHOD FOR REGULATING BORDER CROSSING 48 1999
2002/0002,460 SYSTEM METHOD AND ARTICLE OF MANUFACTURE FOR A VOICE MESSAGING EXPERT SYSTEM THAT ORGANIZES VOICE MESSAGES BASED ON DETECTED EMOTIONS 64 1999
2002/0002,464 SYSTEM AND METHOD FOR A TELEPHONIC EMOTION DETECTION THAT PROVIDES OPERATOR FEEDBACK 60 1999
2002/0010,587 SYSTEM, METHOD AND ARTICLE OF MANUFACTURE FOR A VOICE ANALYSIS SYSTEM THAT DETECTS NERVOUSNESS FOR PREVENTING FRAUD 63 1999
2002/0194,002 Detecting emotions using voice signal analysis 90 2002
 
DATATERN, INC. (1)
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ATI TECHNOLOGIES INC. (1)
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FCA Corporation (1)
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HOME ACCOUNT NETWORK, INC. (1)
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INTEL CORPORATION (3)
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6,373,836 Apparatus and methods in routing internet protocol network telephony calls in a centrally-managed call center system 228 1998
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6,801,520 Queue prioritization based on competitive user input 61 2002
7,418,094 Method and apparatus for multimedia interaction routing according to agent capacity sets 29 2003
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QUALCOMM INCORPORATED (1)
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Bios Group, Inc. (1)
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AVAYA TECHNOLOGY LLC (4)
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6,389,132 Multi-tasking, web-based call center 223 1999
 
E-TALK CORPORATION (5)
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5,684,964 Method and system for monitoring and controlling the performance of an organization 102 1996
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RPX CLEARINGHOUSE LLC (3)
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* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (1)
* 8,127,032 Performance sampling in distributed systems 1 2007
 
AT&T INTELLECTUAL PROPERTY I, L.P. (1)
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United Services Automobile Association (USAA) (1)
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HEWLETT PACKARD ENTERPRISE DEVELOPMENT LP (2)
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AVAYA INC. (2)
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INDUSTRIAL TECHNOLOGY RESEARCH INSTITUTE (1)
* 2013/0003,797 UNIVERSAL MODEM SYSTEM AND THE MANUFACTURING METHOD THEREOF 0 2012
* Cited By Examiner

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