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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ALSO PUBLISHED AS: 20050071844
ATTORNEY / AGENT: (SPONSORED)
 

Importance

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Abstract

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

Related Publications

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AVAYA INC.BASKING RIDGE, NJ2118

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Flockhart, Andrew D Thornton, CO 68 2141
Roybal, Larry John Westminster, CO 8 107
Steiner, Robert C Broomfield, CO 49 215

Cited Art

Patent Info (Count) # Cites Year
 
AVAYA INC. (38)
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5,754,639 Method and apparatus for queuing a call to the best split 169 1995
5,757,904 Context-sensitive presentation of information to call-center agents 148 1996
5,721,770 Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls 92 1996
5,903,877 Transaction center for processing customer transaction requests from alternative media sources 108 1996
5,828,747 Call distribution based on agent occupancy 198 1997
5,905,793 Waiting-call selection based on anticipated wait times 181 1997
5,982,873 Waiting-call selection based on objectives 171 1997
6,049,547 Lookahead interflow of traffic among a plurality of serving sites of one customer 48 1997
6,088,441 Arrangement for equalizing levels of service among skills 96 1997
6,192,122 Call center agent selection that optimizes call wait times 155 1998
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6,292,550 Dynamic call vectoring 56 1998
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6,163,607 Optimizing call-center performance by using predictive data to distribute agents among calls 249 1998
6,356,632 Call selection and agent selection in a call center based on agent staffing schedule 68 1998
6,366,668 Method of routing calls in an automatic call distribution network 93 1999
6,463,346 Workflow-scheduling optimization driven by target completion time 59 1999
7,035,808 Arrangement for resource and work-item selection 37 1999
6,535,600 System for automatically routing calls to call center agents in an agent surplus condition based on service levels 81 1999
6,563,920 Methods and apparatus for processing of communications in a call center based on variable rest period determinations 58 1999
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7,272,223 Multi-media contact center 10 2002
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2006/0015,388 Method and apparatus for supporting individualized selection rules for resource allocation 22 2004
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GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (15)
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ACCENTURE GLOBAL SERVICES LIMITED (12)
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2001/0056,349 69VOICE AUTHENTICATION SYSTEM AND METHOD FOR REGULATING BORDER CROSSING 27 1999
2002/0002,464 SYSTEM AND METHOD FOR A TELEPHONIC EMOTION DETECTION THAT PROVIDES OPERATOR FEEDBACK 31 1999
2002/0010,587 SYSTEM, METHOD AND ARTICLE OF MANUFACTURE FOR A VOICE ANALYSIS SYSTEM THAT DETECTS NERVOUSNESS FOR PREVENTING FRAUD 32 1999
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LUCENT TECHNOLOGIES INC. (7)
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ASPECT COMMUNICATIONS CORPORATION (6)
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6,850,613 Customer service request allocations based upon real-time data and forecast data 26 2003
7,043,007 System and method to allocate transactions 9 2005
 
E-TALK CORPORATION (6)
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ASPECT SOFTWARE, INC. (5)
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7,068,775 System and method for managing a hold queue based on customer information retrieved from a customer database 19 1998
 
MCI COMMUNICATIONS CORPORATION (5)
5,335,268 Intelligent routing of special service telephone traffic 200 1992
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6,038,293 Method and system for efficiently transferring telephone calls 95 1997
6,490,350 Monitoring system for telephony resources in a call center 68 1997
6,229,819 Advanced intelligent network gateway 54 1997
 
MICROSOFT CORPORATION (5)
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5,897,622 Electronic shopping and merchandising system 539 1996
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AVAYA TECHNOLOGY LLC (4)
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6,560,649 Hierarchical service level remediation for competing classes based upon achievement of service level goals 56 1999
7,200,219 Dynamically allocating server resources to competing classes of work based upon achievement of service goals 28 1999
6,389,132 Multi-tasking, web-based call center 120 1999
 
FIRSTPOINT CONTACT TECHNOLOGIES, LLC (4)
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AT&T CORP. (3)
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5,537,470 Method and apparatus for handling in-bound telemarketing calls 190 1994
5,530,744 Method and system for dynamic customized call routing 252 1994
 
AT&T INTELLECTUAL PROPERTY I, L.P. (3)
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7,551,602 Resource assignment in a distributed environment 8 2003
 
INTEL CORPORATION (3)
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MPL APPLICATIONS, L.L.C. (3)
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ROCKSTAR BIDCO, LP (3)
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TERADATA US, INC. (3)
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ALCATEL LUCENT (2)
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BELL TELEPHONE LABORATORIES, INCORPORATED (2)
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MICRO DATA BASE SYSTEMS, INC. (2)
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MOSAIX, INC. (2)
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NCR CORPORATION (2)
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ROCKWELL SEMICONDUCTOR SYSTEMS, INC. (2)
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ALLSOP, INC. (1)
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SIEBEL SYSTEMS, INC. (1)
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VERIZON LABORATORIES INC. (1)
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VIREXX MEDICAL CORP. (1)
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XEROX CORPORATION (1)
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OTHER [CHECK PATENT PROFILE FOR ASSIGNMENT INFORMATION] (7)
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Patent Citation Ranking

Forward Cites

Patent Info (Count) # Cites Year
 
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
 
AVAYA INC. (1)
7,949,123 Wait time predictor for long shelf-life work 0 2004
 
HEWLETT-PACKARD DEVELOPMENT COMPANY, L.P. (1)
7,962,916 Method of distributing load amongst two or more computer system resources 0 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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