The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 17, 2009
Filed:
Aug. 28, 2003
Liam Mannion, Galway, IE;
Seamus Hayes, Galway, IE;
Donald Mcnelis, Falkirk, GB;
Paul Kelly, Co. Galway, IE;
Liam Mannion, Galway, IE;
Seamus Hayes, Galway, IE;
Donald McNelis, Falkirk, GB;
Paul Kelly, Co. Galway, IE;
Nortel Networks Limited, St. Laurent, Quebec, CA;
Abstract
Load balancing between agents in a network skillset has become a particular problem. Not only is there a need to ensure efficient use of agent resources in the network skillset but increasingly labor law and union requirements mean that work must be shared between agents in an equitable manner. A source contact node in a network of contact centers requests nodal longest idle agent information from the other contact centers in the network. Using this information a network longest idle agent is identified and the incoming contact routed to that agent. A reservation system is used in combination with the longest idle agent information in order to prevent dropped contacts and to ensure equal sharing of work between agents in a network skillset. Contact center servers are linked over a separate network, isolated from a network linking the contact center switches.