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, NJ2459

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Flockhart, Andrew D Thornton, CO 114 2987
Roybal, Larry John Westminster, CO 11 185
Steiner, Robert C Broomfield, CO 100 447

Cited Art Landscape

Patent Info (Count) # Cites Year
 
AVAYA INC. (38)
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5,740,238 Method and apparatus for queuing a call to the best backup split 124 1995
5,754,639 Method and apparatus for queuing a call to the best split 208 1995
5,757,904 Context-sensitive presentation of information to call-center agents 182 1996
5,721,770 Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls 114 1996
5,903,877 Transaction center for processing customer transaction requests from alternative media sources 141 1996
5,828,747 Call distribution based on agent occupancy 230 1997
5,905,793 Waiting-call selection based on anticipated wait times 220 1997
5,982,873 Waiting-call selection based on objectives 209 1997
6,049,547 Lookahead interflow of traffic among a plurality of serving sites of one customer 68 1997
6,088,441 Arrangement for equalizing levels of service among skills 121 1997
6,192,122 Call center agent selection that optimizes call wait times 190 1998
6,173,053 Optimizing call-center performance by using predictive data to distribute calls among agents 287 1998
6,292,550 Dynamic call vectoring 76 1998
6,535,601 Skill-value queuing in a call center 99 1998
6,295,353 Arrangement for efficiently updating status information of a network call-routing system 118 1998
6,064,731 Arrangement for improving retention of call center's customers 143 1998
6,163,607 Optimizing call-center performance by using predictive data to distribute agents among calls 323 1998
6,356,632 Call selection and agent selection in a call center based on agent staffing schedule 105 1998
6,366,668 Method of routing calls in an automatic call distribution network 126 1999
6,463,346 Workflow-scheduling optimization driven by target completion time 83 1999
7,035,808 Arrangement for resource and work-item selection 53 1999
6,535,600 System for automatically routing calls to call center agents in an agent surplus condition based on service levels 122 1999
6,563,920 Methods and apparatus for processing of communications in a call center based on variable rest period determinations 82 1999
6,614,903 Methods and apparatus for service state-based processing of communications in a call center 75 1999
6,240,417 Integration of legacy database management systems with ODBC-compliant application programs 99 1999
6,636,598 Automated transaction distribution system and method implementing transaction distribution to unavailable agents 18 2000
6,453,038 System for integrating agent database access skills in call center agent assignment applications 160 2000
6,754,333 Wait time prediction arrangement for non-real-time customer contacts 61 2000
6,560,330 Rules-based queuing of calls to call-handling resources 91 2002
7,127,058 Managing communications in a call center 34 2002
7,272,223 Multi-media contact center 14 2002
2005/0071,844 Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal 35 2003
2006/0015,388 Method and apparatus for supporting individualized selection rules for resource allocation 47 2004
2008/0275,751 METHOD AND APPARATUS FOR ASSESSING THE STATUS OF WORK WAITING FOR SERVICE 10 2008
2008/0275,752 METHOD AND APPARATUS FOR ASSESSING THE STATUS OF WORK WAITING FOR SERVICE 9 2008
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INTERNATIONAL BUSINESS MACHINES CORPORATION (16)
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6,263,359 Computer resource proportional utilization and response time scheduling 112 1997
6,044,355 Skills-based scheduling for telephone call centers 235 1997
6,230,183 Method and apparatus for controlling the number of servers in a multisystem cluster 109 1998
6,178,441 Method and system in a computer network for the reliable and consistent ordering of client requests 100 1998
* 6,748,414 Method and apparatus for the load balancing of non-identical servers in a network environment 36 1999
2002/0136,317 Block coding for multilevel data communication 3 2002
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7,142,666 Method and apparatus for selectively disabling a communication device 19 2002
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (15)
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5,991,392 Agent-initiated dynamic requeing 83 1997
5,960,073 Method and apparatus for providing an interactive home agent with access to call center functionality and resources 196 1997
6,055,308 Method and system for determining and using multiple object states in a computer telephony integration system 72 1997
6,175,564 Apparatus and methods for managing multiple internet protocol capable call centers 214 1998
6,373,836 Apparatus and methods in routing internet protocol network telephony calls in a centrally-managed call center system 170 1998
6,597,685 Method and apparatus for determining and using multiple object states in an intelligent internet protocol telephony network 94 1998
5,943,416 Automated survey control routine in a call center environment 159 1998
6,449,358 Method for predicting and managing call load by determining the optimum frequency of outbound call generation during an out-bound calling campaign from a call center 87 2000
6,801,520 Queue prioritization based on competitive user input 42 2002
7,418,094 Method and apparatus for multimedia interaction routing according to agent capacity sets 17 2003
2003/0231,647 Method and apparatus for optimizing response time to events in queue 50 2003
 
ACCENTURE GLOBAL SERVICES LIMITED (13)
5,592,378 Computerized order entry system and method 417 1994
5,839,117 Computerized event-driven routing system and method for use in an order entry system 188 1997
6,151,571 System, method and article of manufacture for detecting emotion in voice signals through analysis of a plurality of voice signal parameters 171 1999
6,275,806 System method and article of manufacture for detecting emotion in voice signals by utilizing statistics for voice signal parameters 181 1999
6,353,810 System, method and article of manufacture for an emotion detection system improving emotion recognition 106 1999
6,427,137 System, method and article of manufacture for a voice analysis system that detects nervousness for preventing fraud 112 1999
6,463,415 69voice authentication system and method for regulating border crossing 82 1999
6,480,826 System and method for a telephonic emotion detection that provides operator feedback 107 1999
2001/0056,349 69VOICE AUTHENTICATION SYSTEM AND METHOD FOR REGULATING BORDER CROSSING 41 1999
2002/0002,460 SYSTEM METHOD AND ARTICLE OF MANUFACTURE FOR A VOICE MESSAGING EXPERT SYSTEM THAT ORGANIZES VOICE MESSAGES BASED ON DETECTED EMOTIONS 51 1999
2002/0002,464 SYSTEM AND METHOD FOR A TELEPHONIC EMOTION DETECTION THAT PROVIDES OPERATOR FEEDBACK 50 1999
2002/0010,587 SYSTEM, METHOD AND ARTICLE OF MANUFACTURE FOR A VOICE ANALYSIS SYSTEM THAT DETECTS NERVOUSNESS FOR PREVENTING FRAUD 51 1999
2002/0194,002 Detecting emotions using voice signal analysis 69 2002
 
VERIZON PATENT AND LICENSING INC. (8)
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5,751,707 AIN interaction through wireless digital video network 203 1995
6,044,144 Network call parking manager 122 1997
6,038,293 Method and system for efficiently transferring telephone calls 122 1997
6,490,350 Monitoring system for telephony resources in a call center 94 1997
6,229,819 Advanced intelligent network gateway 80 1997
6,363,411 Intelligent network 537 1999
6,970,554 System and method for observing calls to a call center 66 2002
 
ASPECT COMMUNICATIONS CORPORATION (6)
5,469,503 Method for resynchronizing secondary database and primary database with preservation of functionality of an automatic call distribution system 123 1993
6,704,409 Method and apparatus for processing real-time transactions and non-real-time transactions 150 1997
6,449,646 Method and apparatus for allocating mixed transaction type messages to resources via an integrated queuing mechanism 163 1998
6,584,191 Staffing-based percentage-allocation routing using real-time data 69 1999
6,850,613 Customer service request allocations based upon real-time data and forecast data 35 2003
7,043,007 System and method to allocate transactions 14 2005
 
LUCENT TECHNOLOGIES INC. (6)
5,684,872 Prediction of a caller's motivation as a basis for selecting treatment of an incoming call 145 1995
5,703,943 Completion of calls to a preferred agent in an automatic call distributor 177 1995
5,903,641 Automatic dynamic changing of agents' call-handling assignments 251 1997
6,064,730 Customer-self routing call center 187 1997
6,275,812 Intelligent system for dynamic resource management 257 1998
6,084,954 System and method for correlating incoming and outgoing telephone calls using predictive logic 70 1999
 
ASPECT SOFTWARE, INC. (5)
4,797,911 Customer account online servicing system 275 1987
5,278,898 System for managing a hold queue 115 1991
5,436,965 Method and system for optimization of telephone contact campaigns 158 1993
5,963,635 Method and apparatus for providing result-oriented customer service 210 1996
7,068,775 System and method for managing a hold queue based on customer information retrieved from a customer database 26 1998
 
E-TALK CORPORATION (5)
5,500,795 Method and system for monitoring and controlling the performance of a call processing center 148 1994
5,684,964 Method and system for monitoring and controlling the performance of an organization 99 1996
5,937,051 Method and system for transferring calls and call-related data between a plurality of call centers 129 1997
5,818,907 Method and system for automatically monitoring the performance quality of call center service representatives 124 1997
7,072,966 Skills-based routing of a communication session 19 2001
 
AVAYA TECHNOLOGY LLC (4)
6,650,748 Multiple call handling in a call center 105 1998
6,560,649 Hierarchical service level remediation for competing classes based upon achievement of service level goals 78 1999
7,200,219 Dynamically allocating server resources to competing classes of work based upon achievement of service goals 44 1999
6,389,132 Multi-tasking, web-based call center 185 1999
 
FIRSTPOINT CONTACT TECHNOLOGIES, LLC (4)
5,309,513 Telephone system with ubiquitous agents 171 1992
5,479,497 Automatic call distributor with programmable window display system and method 136 1994
5,469,504 Automatic call distribution with intersubnetwork customer information transfer system and method 101 1994
5,544,232 Call distributor with automatic preannouncement system and method 91 1995
 
AT&T CORP. (3)
5,390,243 Telemarketing complex with automatic threshold levels 96 1993
5,537,470 Method and apparatus for handling in-bound telemarketing calls 222 1994
5,530,744 Method and system for dynamic customized call routing 296 1994
 
AT&T INTELLECTUAL PROPERTY I, L.P. (3)
2005/0129,212 Workforce planning system incorporating historic call-center related data 34 2003
7,551,602 Resource assignment in a distributed environment 14 2003
2005/0135,601 Force management automatic call distribution and resource allocation control system 18 2003
 
INTEL CORPORATION (3)
5,754,776 Re-prioritizing background data transfers in multipoint conferencing 72 1995
5,802,282 Recovering missing data during background data transfer in multipoint conferencing 71 1995
2003/0169,870 Automatic call distribution 57 2002
 
MICROSOFT CORPORATION (3)
5,748,468 Prioritized co-processor resource manager and method 221 1995
5,897,622 Electronic shopping and merchandising system 630 1996
6,000,832 Electronic online commerce card with customer generated transaction proxy number for online transactions 571 1997
 
MPL APPLICATIONS, L.L.C. (3)
5,274,700 Methods of automatically rerouting an incoming telephone call placed over a network 196 1992
5,299,260 Telephone call handling system 330 1993
6,560,329 Automated call routing system 77 1999
 
SIEMENS ENTERPRISE COMMUNICATIONS, INC. (3)
5,825,869 Call management method and system for skill-based routing 506 1996
6,714,643 System and method for implementing wait time estimation in automatic call distribution queues 99 2000
6,546,087 Method and system for enabling queue camp-on for skills-based routing 156 2001
 
TERADATA US, INC. (3)
5,689,698 Method and apparatus for managing shared data using a data surrogate and obtaining cost parameters from a data dictionary by evaluating a parse tree object 130 1995
5,754,841 Method and apparatus for parallel execution of user-defined functions in an object-relational database management system 150 1995
5,794,250 Method and apparatus for extending existing database management system for new data types 117 1997
 
ALCATEL LUCENT (2)
6,389,028 Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center 106 1999
2005/0041,580 Method and apparatus for anticipating and planning communicaiton-center resources based on evaluation of events waiting in a communicaiton center master queue 23 2004
 
BAY BRIDGE DECISION TECHNOLOGIES, INC. (2)
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2005/0065,837 System and method for generating forecasts and analysis of contact center behavior for planning purposes 38 2004
 
Bell Telephone Laboratories, Incorporated (2)
4,567,323 Method and apparatus for providing a plurality of special services 104 1983
5,001,710 Customer programmable automated integrated voice/data technique for communication systems 249 1989
 
COOPER T.G.S. L.L.C. (2)
5,970,132 Call distributor 83 1997
6,463,148 Blending communications in a call center 81 2000
 
MICRO DATA BASE SYSTEMS, INC. (2)
5,611,076 Multi-model database management system engine for databases having complex data models 127 1994
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MICROSOFT TECHNOLOGY LICENSING, LLC (2)
2002/0135,621 Auto thumbnail gallery 25 2001
6,968,509 Recording of user-driven events within a computer application 40 2002
 
MOSAIX, INC. (2)
6,226,377 Prioritized transaction server allocation 124 1998
6,272,544 Dynamically assigning priorities for the allocation of server resources to completing classes of work based upon achievement of server level goals 109 1998
 
NCR CORPORATION (2)
5,930,786 Method and apparatus for providing shared data to a requesting client 128 1995
* 6,718,330 Predictive internet automatic work distributor (Pre-IAWD) and proactive internet automatic work distributor (Pro-IAWD) 19 1999
 
NEUSTAR INFORMATION SERVICES, INC. (2)
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6,058,179 One number, intelligent call processing system 99 1998
 
ROCKWELL ELECTRONIC COMMERCE CORP. (2)
7,133,520 Dynamic skill-based call routing 16 1999
2003/0026,414 System and method for distributing customer contacts 20 2001
 
ROCKWELL SEMICONDUCTOR SYSTEMS, INC. (2)
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6,233,333 CTI integration of telephonic calls moved between switches of an automatic call distributor 66 1998
 
VISUAL INTERACTIVE PHONE CONCEPTS, INC. (2)
5,606,361 Videophone interactive mailbox facility system and method of processing information 157 1995
5,724,092 Videophone interactive mailbox facility system and method of processing information 85 1996
 
ADVANCED MESSAGING TECHNOLOGIES, INC. (1)
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Allsop, Inc. (1)
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AMERICAN TELEPHONE AND TELEGRAPH COMPANY (1)
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ASSURANT, INC. (1)
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AT&T Bell Laboratories (1)
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AT&T IPM CORP. (1)
5,444,774 Interactive queuing sytem for call centers 215 1995
 
ATI TECHNOLOGIES INC. (1)
5,838,968 System and method for dynamic resource management across tasks in real-time operating systems 171 1996
 
BELLSOUTH INTELLECTUAL PROPERTY CORPORATION (1)
2005/0135,600 Generation of automated recommended parameter changes based on force management system (FMS) data analysis 22 2003
 
BIOS GROUP INC. (1)
2002/0029,213 Method and system for resource allocation 12 2001
 
BOCKSTAR TECHNOLOGIES LLC (1)
6,426,950 Method of resource management at computer controlled telephony hardware 66 1998
 
Callnet Communications (1)
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Chevron Research Company (1)
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CONSTELLATION TECHNOLOGIES LLC (1)
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CYBER Q ACQUISITIONS, LLC (1)
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DAMON, LAREMIE PT. L.L.C. (1)
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DATATERN, INC. (1)
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FACEBOOK, INC. (1)
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FT. COMM REMOTE LIMITED LIABILITY COMPANY (1)
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FUJITSU LIMITED (1)
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GENESYS COMMUNICATIONS LABORATORIES, INC. (1)
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GINN, MICHAEL (1)
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HITACHI, LTD. (1)
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INGENIO LLC (1)
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MCI, INC. (1)
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MITEL NETWORKS CORPORATION (1)
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NORTEL NETWORKS INC. (1)
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PLANMATICS, INC. (1)
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PRAGMATUS TELECOM, LLC (1)
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QUALCOMM INCORPORATED (1)
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ROCKSTAR CONSORTIUM US LP (1)
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ROCKWELL AUTOMATION TECHNOLOGIES, INC. (1)
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ROCKWELL ELECTRONIC COMMERCE TECHNOLOGIES, LLC (1)
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ROCKWELL ELECTRONIC CORP. (1)
6,424,709 Skill-based call routing 132 1999
 
SAMSUNG ELECTRONICS CO., LTD. (1)
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SCHEDULEBRAIN INC. (1)
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SCIENTIFIC-ATLANTA, INC. (1)
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SIEBEL SYSTEMS, INC. (1)
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SINGAPORE COMPUTER SYSTEMS LIMITED (1)
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SOUND VIEW INNOVATIONS, LLC (1)
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TEKNEKRON CORPORATION (1)
6,215,865 System, method and user interface for data announced call transfer 106 1998
 
TELEFONAKTIEBOLAGET LM ERICSSON (PUBL) (1)
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TRIMBLE MRM LTD. (1)
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TWITTER, INC. (1)
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VERINT AMERICAS INC. (1)
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VERITY, INC. (1)
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VERIZON LABORATORIES INC. (1)
6,115,462 Method and apparatus for efficient call routing 83 1998
 
VIREXX MEDICAL CORP. (1)
6,434,230 Rules-based queuing of calls to call-handling resources 132 1999
 
WITNESS SYSTEMS, INC. (1)
2004/0010,437 Method and system for scheduling and sharing a pool of resources across multiple distributed forecasted workloads 25 2003
 
XEROX CORPORATION (1)
6,560,707 Multimedia coordination system 140 1996
 
Other [Check patent profile for assignment information] (7)
7,047,192 Simultaneous multi-user real-time speech recognition system 17 2001
2001/0040,887 Apparatus and methods enhancing call routing to and within call-centers 51 2001
2003/0154,184 Resource management facilitation 21 2002
7,023,979 Telephony control system with intelligent call routing 259 2003
2005/0013,428 Contact center optimization program 13 2004
7,269,253 Telephony control system with intelligent call routing 45 2006
7,372,952 Telephony control system with intelligent call routing 19 2007
* Cited By Examiner

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 1 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 4 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
* Cited By Examiner

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