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    INTERNET CALL CENTER CONTACT VOLUME CONTROL
    1.
    发明申请
    INTERNET CALL CENTER CONTACT VOLUME CONTROL 审中-公开
    互联网呼叫中心联系音量控制

    公开(公告)号：WO0228076A3

    公开(公告)日：2002-11-28

    申请号：PCT/US0128205

    申请日：2001-09-07

    Applicant: AVAYA TECHNOLOGY CORP

    Inventor： FLOCKHART ANDREW D ,  MATHEWS EUGENE P

    IPC: H04M3/36 ,  H04M3/51

    CPC classification number: H04M7/003 ,  H04M3/36 ,  H04M3/367 ,  H04M3/5191

    Abstract: The present invention provides a method and system for controlling call volume into a call center. The method and system provides the contacting entity with a file of information for viewing that encourages or discourages continuance of the contact or initiation of another contact with the call center. This is accomplished by adding or omitting features from the file such as contact buttons or icons, messages, and the like. The architecture determines which type of file to provide a contacting entity based on such factors as the staffing level of the call center, the busyness of the call center, the value of the contact and/or contacting entity, and the like.

    Abstract translation: 本发明提供一种用于控制呼叫中心呼叫量的方法和系统。 该方法和系统向联系实体提供用于观看的信息文件，其鼓励或阻止与呼叫中心的联系或启动另一联系人的连续性。 这是通过添加或省略文件中的功能来实现的，例如联系人按钮或图标，消息等。 该架构基于诸如呼叫中心的人员配置，呼叫中心的忙碌，联系人和/或联系实体的价值等因素来确定提供接触实体的哪种类型的文件。

    METHOD AND SYSTEM FOR ANALYZING LOAD BALANCE MULTI-SITE CALL PROCESSING SYSTEM
    2.
    发明专利
    METHOD AND SYSTEM FOR ANALYZING LOAD BALANCE MULTI-SITE CALL PROCESSING SYSTEM 失效

    公开(公告)号：JP2001268238A

    公开(公告)日：2001-09-28

    申请号：JP2001025607

    申请日：2001-02-01

    Applicant: AVAYA TECHNOLOGY CORP

    Inventor： COHEN RICHARD A ,  FLOCKHART ANDREW D ,  FOSTER ROBIN H ,  MAXIMETS MILA

    IPC: H04M3/436 ,  H04M3/42 ,  H04M3/523 ,  H04Q3/00 ,  H04Q3/64

    Abstract: PROBLEM TO BE SOLVED: To provide a method and system that characterizes, compares and adjusts calls for their load balance processing in a multi-site call processing system. SOLUTION: The multi-site call processing system (10) includes many distributed cal center sites (100-i) and utilizes the load balance processing, to share calls processed by agents (110-i) among sites. The system creates a multi-site performance score, that characterizes the performance of the load balance processing. The adjustment, such that load balance of a type is selected by taking precedence over the other types for a specific time on the basis of at least part of the multi-site performance score and the selected processing is used, may be employed for the load balance processing. The multi-site performance score may be decided by using a single site performance measured value such as an average speed of answer (ASA), and an agent utilization factor that are generated over many time intervals.

    Intelligent mixing of incoming and outgoing communication
    3.
    发明专利
    Intelligent mixing of incoming and outgoing communication 有权

    公开(公告)号：JP2004032687A

    公开(公告)日：2004-01-29

    申请号：JP2003065847

    申请日：2003-03-12

    Applicant: Avaya Technology Corp ,  アバイア テクノロジー コーポレーション

    Inventor： FLOCKHART ANDREW D ,  FOSTER ROBIN H ,  MATHEWS EUGENE P ,  MAXWELL DARRYL J

    IPC: H04M3/42 ,  H04M3/51 ,  H04M3/523

    CPC classification number: H04M3/5158 ,  H04M3/5233 ,  H04M3/5238

    Abstract: PROBLEM TO BE SOLVED: To intelligently mix incoming communication with outgoing communication.
    SOLUTION: An incoming call/outgoing call mixed call center (100) decides whether an outgoing paging function (122) should transmit an additional outgoing call with respect to a specific skill. It decides whether the number acquired by adding agents in rest for a skill to the number of vacant agents for the skill exceeds the number, acquired by adding the number of outgoing calls waiting for a response from a reception side for a skill, to the number of incoming calls processable for the skill. It further decides whether the service target for the skill exceeds the estimated wait time of respective processable incoming call for the skill, when the outgoing call which waits for response from the receiving side and another additional outgoing call are assumed to be preferred than a processable incoming call. If both the results of decisions are affirmative, a call-paging function transmits an additional outgoing call for the skill.
    COPYRIGHT: (C)2004,JPO

    Timely shut-down function of real-time work center
    4.
    发明专利
    Timely shut-down function of real-time work center 有权
    实时工作中心的时间关断功能

    公开(公告)号：JP2003046653A

    公开(公告)日：2003-02-14

    申请号：JP2002163671

    申请日：2002-06-05

    Applicant: Avaya Technology Corp ,  アバイア テクノロジー コーポレーション

    Inventor： FLOCKHART ANDREW D ,  FOSTER ROBIN H ,  MATHEWS EUGENE P

    IPC: H04M3/523 ,  H04M3/42 ,  H04M3/51

    CPC classification number: H04M3/51 ,  H04M3/5238

    Abstract: PROBLEM TO BE SOLVED: To solve a problem that when new work to enter a real-time work center is to be allowed and when an entry is to be refused in the operation of the center.
    SOLUTION: A call center (100) rejects further calls when the sum of the present time, the anticipated call in-queue wait time (112), and the anticipated call service time (114) for this type (106-108) of call exceeds the closing time of the call center. The call center may redirect the rejected calls to another call center if it determines that the other call center can service them by its closing time.
    COPYRIGHT: (C)2003,JPO

    Abstract translation: 要解决的问题：解决当允许进入实时工作中心的新工作时以及在中心操作中拒绝输入时的问题。 解决方案：呼叫中心（100）当当前时间的总和，预期的呼叫等待时间（112）和该类型的呼叫服务时间（114）（106-108）的呼叫的总和时拒绝进一步的呼叫 超过呼叫中心的关闭时间。 如果呼叫中心确定另一个呼叫中心可以在其关闭时间为他们提供服务，那么呼叫中心可以将被拒绝的呼叫重定向到另一个呼叫中心。

    Wait time prediction arrangement for non-real-time customer contact
    5.
    发明专利
    Wait time prediction arrangement for non-real-time customer contact 有权
    不间断客户联系的等待时间预测安排

    公开(公告)号：JP2006271004A

    公开(公告)日：2006-10-05

    申请号：JP2006156893

    申请日：2006-06-06

    Applicant: Avaya Technology Corp ,  アバイア テクノロジー コーポレーション

    Inventor： FLOCKHART ANDREW D ,  HARRIS MICHAEL JOSEPH

    IPC: G06F17/18 ,  H04M3/523 ,  G06Q10/00 ,  H04M3/428 ,  H04M3/51

    CPC classification number: H04M3/5191 ,  H04M3/523 ,  H04M3/5238

    Abstract: PROBLEM TO BE SOLVED: To provide a contact center and methodology for servicing non-real-time contacts. SOLUTION: The advance time for the non-real-time contacts is determined by subtracting the time of service for a later item from the time of service for an earlier item. Items that are serviced immediately after certain types of prescribed events, e.g., the queue containing the non-real-time contacts has no working agents; the queue is empty; the system clock is changed; and the system is rebooted are ignored in estimating the wait time for enqueued items. Using this methodology, accurate wait-time predictions are provided for more efficient management of the contact center. COPYRIGHT: (C)2007,JPO&INPIT

    Abstract translation: 要解决的问题：为非实时联系人提供联络中心和方法。

    解决方案：非实时联系人的提前时间是通过从较早的项目的服务时间中减去后续项目的服务时间来确定的。 在某些类型的规定事件之后立即服务的项目，例如包含非实时联系人的队列没有工作代理; 队列是空的 系统时钟更改; 并且在估计入队物品的等待时间时，将忽略系统重新启动。 使用这种方法，提供准确的等待时间预测，以更有效地管理联络中心。 版权所有（C）2007，JPO＆INPIT

    Method and apparatus for assessing status of work waiting for service
    6.
    发明专利
    Method and apparatus for assessing status of work waiting for service 有权
    用于评估服务等待状态的方法和装置

    公开(公告)号：JP2005110246A

    公开(公告)日：2005-04-21

    申请号：JP2004276377

    申请日：2004-09-24

    Applicant: Avaya Technology Corp ,  アバイア テクノロジー コーポレーション

    Inventor： FLOCKHART ANDREW D ,  ROYBAL LARRY J ,  STEINER ROBERT C

    IPC: H04M3/523

    CPC classification number: H04M3/523 ,  G06Q10/06 ,  G06Q10/0631 ,  G06Q10/06312 ,  G06Q10/06315 ,  G06Q10/0635 ,  G06Q10/0639 ,  G06Q10/087

    Abstract: PROBLEM TO BE SOLVED: To provide a system and method for assessing the status of work waiting for service in a work queue or a work pool. SOLUTION: Work items are placed in the work queue or work pool and have a service time goal. The work items in the work queue or work pool are scanned and a required queue position for each work item is calculated according to the amount of time remaining prior to the expiration of the service time goal and weighted advance time for servicing of work items in the work queue or pool. An array of counters has elements which correspond to required queue positions. Upon the calculation of the required queue position for a work item, the counter corresponding to the required queue position is incremented. When all of the work items are scanned, the array of counters is analyzed to predict a future state of the work queue or work pool. COPYRIGHT: (C)2005,JPO&NCIPI

    Abstract translation: 要解决的问题：提供一种用于评估在工作队列或工作池中等待服务的工作状态的系统和方法。

    解决方案：工作项目放置在工作队列或工作池中，并具有服务时间目标。 扫描工作队列或工作池中的工作项目，并根据服务时间目标到期之前的剩余时间量和每个工作项目工作项目服务期间的加权提前时间，计算每个工作项目所需的队列位置 工作队列或池。 计数器阵列具有对应于所需队列位置的元素。 在计算工作项目所需的队列位置时，增加对应于所需队列位置的计数器。 当扫描所有工作项时，分析计数器阵列以预测工作队列或工作池的未来状态。 版权所有（C）2005，JPO＆NCIPI

    WAIT TIME PREDICTION SYSTEM IN NON-REAL TIME CUSTOMER CONTACT
    7.
    发明专利
    WAIT TIME PREDICTION SYSTEM IN NON-REAL TIME CUSTOMER CONTACT 失效

    公开(公告)号：JP2002051149A

    公开(公告)日：2002-02-15

    申请号：JP2001130490

    申请日：2001-04-27

    Applicant: AVAYA TECHNOLOGY CORP

    Inventor： FLOCKHART ANDREW D ,  HARRIS MICHAEL JOSEPH

    IPC: G06F17/18 ,  H04M3/428 ,  H04M3/51 ,  H04M3/523

    Abstract: PROBLEM TO BE SOLVED: To provide a contact center and a method for offering service to non-real time contact. SOLUTION: Progress time for non-real-time contact is decided, by subtracting the service time of following item from a service time of preceding item. Specific type prescribed events, for example, a case where no operational agent remains in a queue including non-real-time contact, a case where the queue is blank, and a case where a system clock is modified, along with an item provided in service immediately after the re-boot of the system, are ignored when the waiting time of items entered in the queue is predicted. For effective management on the contact center, prediction of precise waiting time is provided by this method.

    Method and apparatus for load balancing on network of server based on probability of being serviced within service target time
    10.
    发明专利
    Method and apparatus for load balancing on network of server based on probability of being serviced within service target time 有权
    基于服务目标时间服务概率的服务器网络负载均衡的方法和装置

    公开(公告)号：JP2005108231A

    公开(公告)日：2005-04-21

    申请号：JP2004278927

    申请日：2004-09-27

    Applicant: Avaya Technology Corp ,  アバイア テクノロジー コーポレーション

    Inventor： FLOCKHART ANDREW D ,  ROYBAL LARRY JOHN ,  STEINER ROBERT C

    IPC: G06F9/50 ,  H04L29/06 ,  H04L29/08 ,  H04M3/527

    CPC classification number: H04L67/1008 ,  H04L29/06 ,  H04L67/1002 ,  H04L67/1023 ,  H04L2029/06054

    Abstract: PROBLEM TO BE SOLVED: To provide a method and apparatus for balancing resource loads.
    SOLUTION: 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.
    COPYRIGHT: (C)2005,JPO&NCIPI

    Abstract translation: 要解决的问题：提供用于平衡资源负载的方法和装置。 解决方案：本发明涉及将工作分配给在目标时间内具有服务工作概率最大的服务位置。 因为平均等待时间不一定等于在目标时间内维修工作的概率，本发明在满足服务目标目标方面是有用的。 因为本发明通过将定义的一组服务位置的概率相互比较来操作，所以不需要计算绝对概率。 相反，相对概率可用于分配工作。 版权所有（C）2005，JPO＆NCIPI

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