Avaya Inc.

Avaya Technology LLC

Peter Matteo

Andrew Derek Flockhart

Rafal Sitkowski

Sami Qutub

Didina Burok

Eugene P Mathews

Joaquin Omar Alvarado

Robert Daniel Nalbone

Christopher Moss

Robert C Steiner

Wen-Hua Ju

Larry John Roybal

Colin Lingwood Mallows

James M Landwehr

David Sokoler

Balaji Patakula

Gail Levenelm

Leta G Herman

Methods and apparatus are provided for variable wait treatments for requests enqueued in one or more queues. A request in a resource allocation system is processed by assigning the request to a queue and selecting a wait treatment for the request based on one or more characteristics of the queue. The characteristics may include, for example, a predicted wait time for servicing the request. A request in a resource allocation system is processed by assigning the request to a queue; determining a predicted wait time for servicing the request; selecting a wait treatment for the request based on one or more characteristics of the queue; transferring the request to an announcement server for a transfer duration for presentation of the selected wait treatment; and reassessing the predicted wait time upon completion of the transfer duration. The request can be assigned to an available resource based on the reassessed predicted wait time.

Methods and apparatus for variable wait treatments for requests enqueued in one or more queues

Methods and apparatus are provided for allocating resources in a distributed environment. The disclosed resource allocation techniques make resource allocation decisions when resources become available. A resource becomes available when the resource completes its previous work or becomes activated. Once it is determined that a resource has become available, the available resource is assigned to an appropriate request. The requests may be stored, for example, in a queue of requests. The available resource may be assigned to an appropriate request based on one or more predefined criteria, such as to service a request associated with a service class having the 'greatest need.' The resources may be, for example, a plurality of call agents that are associated with a call center.

Methods and apparatus for allocating resources in a distributed environment

In a computer-telephony integrated (CTI) contact center, a CTI adjunct () enqueues contacts in contact queues () of the CTI adjunct, but also causes contacts that are calls () to be enqueued as ACD calls in ACD call queues () of an ACD system (), whereby the ACD system and its management information system (MIS) provide ACD features to the calls. Similarly, the CTI adjunct enqueues agents in agent queues () of the CTI adjunct, but also causes agents () that have call-handling skills to log into and to be enqueued as ACD agents in ACD agent queues () of the ACD system, whereby the ACD system and its MIS provide ACD features to the agents.

Computer-telephony integration that uses features of an automatic call distribution system

In a computer integrated telephony call center where an adjunct host ( ) normally controls enqueuing of calls ( ) in call queues ( ) of an ACD system ( ) and corresponding call queues ( &prime;) of the adjunct host and assigning of the enqueued calls to agents, the ACD system assumes ( ) control over its call queues upon loss of the control by the adjunct host (e.g., upon failure ( ) of the adjunct host). The ACD system flags ( ) all calls that are enqueued at the time of loss of the adjunct host control as well as all calls that the ACD subsequently enqueues as being under ACD system control. When the adjunct host regains its control ability, the ACD system stops flagging new calls, call queues of the host processor are cleared ( ), and the adjunct host regains control ( ) of enqueuing calls in call queues of the ACD and the adjunct host. But the adjunct host regains control ( ) of assigning calls from each call queue of the ACD system and the corresponding call queue of the adjunct host only when all flagged calls have been removed ( ) from that ACD call queue by the ACD system. The adjunct host resumes assigning work to each agent only when the adjunct host has regained control ( ) of assigning calls from all call queues that are served by that agent. Failure and restoration of control by the adjunct host is thereby made transparent to calls.

Uninterrupted automatic call distribution during failure and recovery of computer-telephony integration

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

Growing community of inventors

Eatontown, NJ, United States of America

Peter Matteo