Cisco Technology, Inc.

Siemens Communications, Inc.

Siemens Rolm Communications Inc.

Cicso Technology, Inc.

Mark M Perkins

Hisham Sami Abdelhamid

Madhav V Marathe

Gregory P Dumas

Charles M White

A system and method for improving reliability of a packet network are described. Data is transmitted on a first virtual circuit in the network. A message signaling a failure in receipt of the data is received on a second virtual circuit in the network. Finally, transmission of data is switched to the second virtual circuit within a predetermined period of time.

System and method for improving reliability of a packet network

A system and method for controlling admission of a communication in a network are disclosed. In the network, a virtual circuit having a predetermined bandwidth is provided. A request is received for a communication having a communication bandwidth, and a total utilized bandwidth of the virtual circuit is calculated, including the communication bandwidth. If the total utilized bandwidth is less than the predetermined bandwidth of the virtual circuit, then admission in the network is granted to the communication.

System and method for controlling admission of voice communications in a packet network

System and method for outdialing telephone calls on a basis which takes into account the availability of agents who are assigned to process telephone calls placed. In accordance with the invention, telephone calls are placed ahead of the availability of agents so that the overall productivity of the agents is increased. The number of telephone calls that should be placed is determined in light of the actual measurements of system performance and in light of performance objectives. The determinations are dynamically refined based on measurements of actual agent and telephone call activity provided by the telephone system.

System and method for predictive outdialing

Method for multiplexing inbound and outbound calls from a call center to improve the efficiency of call center agents since an idle agent can sometimes place an outbound call rather than wait for another inbound call. A parameter k is used to have an ACD agent place an outbound call instead of waiting to receive an inbound call. Specifically, if more than k agents in an inbound/outbound ACD call group are idle, and no calls are in the inbound call queue, then, in accordance with the present invention, callback or outbound calls are assigned to idle ACD agents until k agents are idle. For example, in a preferred embodiment of the present invention, callback calls will be assigned to an ACD agent before outbound calls. Note that, in accordance with the present invention, at any instant, at most k agents will be idle, because as soon as k+1 agents are idle, an agent will be assigned to a callback or to an outbound call.

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Cupertino, CA, United States of America

Mark M Perkins