Amazon Technologies, Inc.

Par3 Communications, Inc.

Aspect Communications Corporation

Aspect Telecommunications Corporation

Varolii Corporation

Scott Sikora

Anh Phuong Tran

Timothy Fenster

Mark McGregor

Jesse Watson

Nakul M Lele

Rajnish Tahiliani

Michael Ensminger

Ben L Yip

Henry Mingkeung Yeung

Derek Robbecke

Timothy Merrell

Diwakar Gupta

Alexey Gadalin

Mihir Sadruddin Surani

Anton Valter

Michael J Bishara

Rudolfo Xavier Munguia

William John Selig

Gustav Mauer

James Michael Braunstein

Robert Beazley

Jin Zhang

Availability of future capacity can be determined for various categories of resources. In some embodiments, logistic regression models are used to obtain binary predictions of availability. In this way, a customer or other entity can obtain a determination as to the availability of a specific number and category or resources, or resource instances, at a future period of time. In some embodiments alternatives may be provided, which may provide improved characteristics or may have a higher likelihood of availability. Such approaches can also be used to monitor current and future capacity demands and enable a provider to better plan appropriate adjustments to the physical resources that provide that capacity.

Resource capacity management

Techniques for managing large-scale automatic fleet refresh operations are described herein. An application programming interface request to perform a refresh operation on a set of computer system instances is received. The application programming interface request includes a set of constraints for performing the refresh operation which are used to determine the impact of performing the refresh operation. Based at least in part on the impact, a set of schedules for performing the refresh operation is provided.

Automated and configurable fleet refresh

A method and system in an application service provider ('ASP') system for regulating the dispatching of event notification messages that generate return contacts. The ASP system is connected to various requestor systems and receives from those systems requests to send messages to designated recipients. The ASP system dispatches the messages by retrieving the requests from the request store, generating messages for the requests, and sending the generated messages at a requestor-specific message dispatch rate. The ASP system dynamically adjusts the message dispatch rate for a requestor in real time to help ensure that the requestor is not overwhelmed with return contacts.

Method and system for regulating the dispatching of messages for requestors

An apparatus for routing a transaction message, such as for example a telephone call, e-mail, web chat request, video conferencing session, or non-call event, includes a queue engine and a transaction message router. The queue engine provides an integrated mechanism for queuing transaction messages of varying transaction types within a number of queues according to transaction type. Each queue within the queue engine may be dedicated to queuing transaction messages of a specific transaction type. The transaction message router functions to identify a queue within the queue engine within which a transaction message is to be stored. The identification of a queue by the router may be performed with reference to the transaction type of a transaction message, and with reference to context or addressing information associated with a transaction message. Transaction messages of all transaction types are serviced by a single resource allocator that distributes transaction messages from the queues of the queue engineto a resource, such as an agent.

Method and apparatus to queue a plurality of transaction messages

A method and system for identifying whether a communicating party is a person or an automated device is provided. The identification system determines whether a person or an automated device is currently providing audio of the communication. When the identification is to be determined, the identification system outputs an audio signal to the party. The identification system monitors the input audio signal from the party to determine whether a person or an automated device is providing the input audio. The identification system makes this determination based on whether there is simultaneous sound on the input audio signal and the output audio signal. The greater the amount of simultaneous sound, the greater the likelihood that the party is an automated device.

Method and system for identifying a party answering a telephone call based on simultaneous activity

A method and system in an application service provider ('ASP') system for regulating the dispatching of event notification messages that generate return contacts. The ASP system is connected to various requester systems and receives from those systems requests to send messages to designated recipients. The ASP system dispatches the messages by retrieving the requests from the request store, generating messages for the requests, and sending the generated messages at a requestor-specific message dispatch rate. The ASP system dynamically adjusts the message dispatch rate for a requestor in real time to help ensure that the requestor is not overwhelmed with return contacts.

An apparatus for routing a transaction message, such as for example a telephone call, e-mail, web chat request, video conferencing session, or non-call event, includes a queue engine and a transaction message router. The queue engine provides an integrated mechanism for queuing transaction messages of varying transaction types within a number of queues according to transaction type. Each queue within the queue engine may be dedicated to queuing transaction messages of a specific transaction type. The transaction message router functions to identify a queue within the queue engine within which a transaction message is to be stored. The identification of a queue by the router may be performed with reference to the transaction type of a transaction message, and with reference to context or addressing information associated with a transaction message. Transaction messages of all transaction types are serviced by a single resource allocator that distributes transaction messages from the queues of the queue engine to a resource, such as an agent.

Method and apparatus for allocating mixed transaction type messages to resources via an integrated queuing mechanism

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Seattle, WA, United States of America

Scott Sikora