Microsoft Technology Licensing, LLC

William G Burton

Arun Sacheti

Geoffrey Hugh Outhred

Siva Mohan

Justin E Cole

Eugene C Chellis

Christopher VandenBerg

Sam Spencer

Yan David Erlich

Eamon O'Reilly

Yan-David Erlich

Ashwin K Sarin

Ayodele A Ijidakinro

Christopher M Vandenberg

Incident support routing is described. The Internet is utilized to distribute the received customer support calls among a plurality of customer support agents who may be remotely located and geographically distributed. Voice data to voice-over-IP (VOIP) data packet conversion and VOIP to voice conversion may be utilized to facilitate a customer support call between a customer's telephone and a customer support agent's computer system.

Support incident routing

The present invention relates to a system and methodology for resource query management. The system includes a resource manager, a query engine and a filter component. The system facilitates construction and management of a resource query across resource type(s) that may be similar, different, incongruent and/or distinct. Accordingly, an SQL environment is leveraged to perform efficient, complex and intensive queries and/or operations using resource query constraint(s) from a resource constraint(s) store and the filter component over large set(s) of resources from the resource pool.

Use of a set based approach to constructing complex queries for managing resources built from a set of simple underlying operations

A system and method for automatically allocating resources is provided. The system includes one or more components for automatically allocating one or more resources, based at least in part on data associated with the one or more resources, the data including at least one of, type data, instance data, characteristic data, and dynamically modifiable metadata. An alternative aspect of the system provides one or more components for automatically allocating one or more resources distributed on a plurality of resource allocation servers. The one or more components for automatically allocating the one or more resources can improve utilization of the capacity of the one or more resources. In an alternative embodiment the system includes an Application Programming Interface (API) operable to configure and/or control the one or more components for automatically allocating one or more resources.

System and method for describing and automatically managing resources

Methods and systems for provisioning online services are described. In the described embodiment, a framework is provided for provisioning various online services for users of an Internet Service Provider (ISP) through a web site that interfaces with the user. The inventive methods and systems make use of various programming objects to perform information collection and service provisioning functions. A master object is provided and is the focal point of a user's interaction with the framework. In the described embodiment, the master object can perform two primary functions&mdash;(1) security buffering&mdash;i.e. protecting system resources such as back end servers from a user that is not authorized to access such servers, and (2) oversight of various service configuration objects or &ldquo;SCOs&rdquo;. The SCOs are programming objects that are each associated with a particular online service that might be specified by a user. The SCOs are separately configured to take the appropriate steps necessary to provision their own associated online service. In the described embodiment, in addition to these objects, a DS access object is provided and is the interface for a data store that stores user information. When a user enters the system, the master object is instantiated. Information that is to be used to provision various user-requested online services is collected from the user and stored in the data store. The master object is called when the information collection process is finished. The master object determines which services need to be provisioned and, correspondingly, instantiates the necessary SCOs, thereafter calling appropriate SCOs methods that enable the SCOs to provision their respective online service.

Methods and systems for provisioning online services

Growing community of inventors

Bothell, WA, United States of America

William G Burton