Ncr Corporation

Avaya Inc.

Avaya Technology LLC

Hal B Zenner

Albert J Baker

John Joseph Sangermano

Thomas M Rowland

A method and system are disclosed that enable performance improvements by reallocating to client endpoints at least some of the feature functionality of a server. Each logical user in the system is represented by his own private domain of endpoint entities, from which an endpoint is selected to serve as a super peer to represent the user to the centralized server. Furthermore, one or more endpoints in the private domain of endpoints handle some of the telecommunications features that the server otherwise would have handled. An endpoint that needs to access a particular feature determines the best endpoint to handle the feature, in part by querying the other endpoints in the private domain. If the querying endpoint wants to subscribe to a feature that is located at an endpoint in the private domain, the querying endpoint interacts with the relevant endpoint without requiring the further assistance of a server.

Distributed handling of telecommunications features in a hybrid peer-to-peer system of endpoints

A method is disclosed that enables an improvement in the scalability of a centralized server by reallocating to the client endpoints some, but not all, of the feature functionality of the server. Each logical user in the system is represented by his own private domain of endpoint entities, from which an endpoint is selected to serve as a super peer to represent the user to the centralized server. Furthermore, a designated endpoint is selected, also from the private domain of devices, to handle some of the telecommunications features that the server otherwise would have handled. Each endpoint in the private domain is permitted to have limited direct access to the server, typically for the purposes of registering and subscribing to features, in addition to and in contrast with the indirect access through the super peer. During the subscribing process, the server redirects a subscribing endpoint to the designated endpoint that is handling the feature.

Centralized controller for distributed handling of telecommunications features

A method for manipulating billing and payment information comprising the steps of: loading billing information stored at a local location; accessing retained criteria; formatting field information within a data record automatically; acting on the retained criteria; displaying the formatted field information; and operating on the formatted field information.

Method and apparatus for manipulating billing and payment information within a browser interface system

A Predictive IAWD (Pre-IAWD) initially assigns inbound work to an agent in a group of agents based on a dynamically generated prediction of work completion time. The Pre-IAWD initially assigns the work to the agent having the highest likelihood of completing the work first in the group of agents, based on a prediction generated by a Pre-IAWD algorithm based on dynamically measured factors, such as a current work load of each agent, a priority of the work, and an experience level and skill set of each agent. A Proactive IAWD (Pro-IAWD) reassigns work initially assigned to agents by the Pre-IAWD based on a set of predetermined rules, to maintain an equitable work load across the agent group.

Predictive internet automatic work distributor (Pre-IAWD) and proactive internet automatic work distributor (Pro-IAWD)

A call center, including a PBX/ACD and a CTI server, is provided to route both voice and video calls to a single group of agents. A modem call from an end-point terminal is used to initiate and prepare a video call. Upon receiving an inbound voice or a modem call, the PBX/ACD passes ANI and DNIS to the CTI server. In response to the inbound voice or video call, the CTI server selects a group of agents capable of handling the inbound call, and sends routing information to the PBX/ACD so that the ACD can route the inbound call to the selected group of agents. Before an inbound call is routed to an agent, the CTI server generates a flag to indicate the nature of the inbound call. If the flag indicates a video call initiated by a modem call, a modem at the agent's side will respond to the modem call from the end-point terminal, and a separate ISDN call is then made to establish a video connection. If the flag indicates a voice call, a telephone set at the agent's side will simply ring.

Growing community of inventors

Fair Haven, NJ, United States of America

Hal B Zenner