Avaya Inc.

Lucent Technologies Inc.

Avaya Technology LLC

Larry John Roybal

Andrew Derek Flockhart

Robert C Steiner

Wen-Hua Ju

Rafal Sitkowski

Colin Lingwood Mallows

Sami Qutub

James M Landwehr

Peter Matteo

Didina Burok

Gail Levenelm

Leta G Herman

The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. 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.

Method and apparatus for assessing the status of work waiting for service

The present invention relates to the matching of resources to work entries. In particular, the present invention allows work items to be assigned to a particular resource based on the characteristics of the work item and on the qualifications and preferences of the resource. Furthermore, the present invention does not rely on queues, thereby allowing characteristics of a work item other than or in addition to the amount of time that a work item has been waiting for service to be considered in assigning the work item to a resource. The types of work items that may be validly assigned to a resource, or the preference rules used to select a valid work item for handling by a resource, may be altered by altering the validation rules and preference rules associated with the resource and/or work item. Accordingly, the rules for allocating work may be adjusted easily and quickly, including at run-time, and may represent any attribute desired for use in allocating work.

Method and apparatus for supporting individualized selection rules for resource allocation

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.

Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal

A scheduler system for use in connection with a resource allocation system is provided. According to the present invention, a plurality of queues are provided for scheduling the delivery of tasks or events to a resource. Each of the provided queues may have a different threshold time, allowing the queues to be segmented according to the time values of included tasks. In accordance with an embodiment of the present invention, a primary queue comprising a delta queue is provided for tasks that are to be performed during a first period of time, while one or more secondary scheduler queues are provided for tasks that are scheduled to be performed after the first period of time.

Method and apparatus for scheduling tasks

A noise calculation mechanism is incorporated into a cadence tone detector which upon a miss in either a energy or silence interval allows for retention of those periods corresponding to noise and augments the appropriate energy and silence interval.

Apparatus and method for noise immunity during signal detection

An automated method for servicing a plurality of work items within committed times. A workflow including two or more work activities is assigned for each of the plurality of work items and a commitment is assigned either to each workflow or to each work item in each workflow. Queued work items are automatically assigned to a next available agent based on an activity state. A short-term predictor provides early detection of work items that are at risk of failing to meet their commitments. A long-term predictor detects backlogs of work items where excessive delays in queue are likely to put work items at risk of failing to meet their commitments. An activity's state can also cause additional reserve and backup agents to be assigned to it, to service work items from its queue before their commitments are missed.

Automated workflow method for assigning work items to resources

A call classifier (300, 500) for recognizing cadenced signals (100-103) is based on data tables (110, 111) whose contents define the cadences of the signals that need to be recognized. Consequently, the call classifier may be adapted for recognizing the cadenced signals of various signaling schemes that are used in various countries or telecommunication systems, simply by reprogramming the data contents of the data tables. Each cadenced signal comprises a different pattern of interleaved signal-on (P) intervals and signal-off (S) intervals. A separate cadence timing table-pair (200-204) corresponds to each sequential S/P interval-pair. Each table-pair includes a P table (210) and an S table (211) each having a plurality of entries (220, 221) each corresponding to a different duration of the corresponding P interval and S interval, respectively, and identifying those signals which have the corresponding P interval and S interval duration, respectively, as candidates for a received signal. The durations of sequential ones of the P and S intervals of the cadence pattern of the received signal are measured (303, 304) and applied (305, 306) as pointers to sequential ones of the cadence timing table-pairs to select the corresponding table entries. The selected table entries are ANDed (307) with each other until only one candidate remains in the result (308). The one candidate identifies the received signal. Because reception of a signal can begin anywhere within the signal's cadence pattern, the table-pairs are initially used (500) to identify when the end of one and the beginning of another instance of the cadence pattern has been received.

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Westminster, CO, United States of America

Larry John Roybal