Virtual Hold Technology, LLC

James T Pavlic

Mark J Williams

Eric I Camulli

Ryszard Antonczyk

An expected wait time augmentation system generates an expected wait value representing a time duration expected to elapse before a subject client is connected to a resource for servicing. The expected wait time augmentation system comprises an interface to a work force management system for obtaining resource availability data and a wait time augmentation model for calculating an expected wait time value as a function of base expected wait time data and the resource availably data. The estimated wait time value is provided to the subject client. The resource availability data includes, but is not limited to, for a period of time: i) availability of resources; and ii) a scheduled change in the availability of resources. The scheduled change in the availability of resources may comprise a combination of data representing an effective time and a quantity of resources scheduled to be available at the effective time.

Expected wait time augmentation system and method

An accessory device for a plurality of servers, the servers allocating client primary resource requests to primary resources, each server having a primary queue, the device including: a controller; a plurality of server communication links adapted to communicate with a respective server and to intercept client primary resource requests in response to the controller; an auxiliary queue, the device storing the intercepted requests in the auxiliary queue in response to the controller; and a secondary resource communication link adapted to communicate with at least one secondary resource. The device allocates secondary resource requests to at least one secondary resource in response to the controller. The device routes the intercepted requests to a selected server via at least one of the server communication links in response to a desired condition.

Automatic call director first in first out load-balancing accessory

A queue management system interfaces with a resource management system and a queuing system in an environment that further includes an interim system. The queue management system comprises an interface to the resource management system for obtaining resource availability data and a management system. The resource availability data represents a resource termination time&#x2014;and may include the resource termination time or data useful for calculating the resource termination time. The control system: i) obtains a value representing the expected interim system handling time, and ii) makes the interim system available for handling a subject client only if the expected interim system handling time period terminates prior to the resource termination time. The control system transfers the subject client to the queuing system to hold while waiting for connection to a resource for handling upon determining that the resource termination time is scheduled to occur prior to termination of the expected interim system handling time period.

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Bath, OH, United States of America

James T Pavlic