SYSTEM AND METHOD FOR MANAGING RESOURCES

• US 20160150084A1
• Filed: 11/25/2014
• Published: 05/26/2016
• Est. Priority Date: 11/25/2014
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Hickey, James, McCormack, Tony, D'Arcy, Paul, O'Connor, Neil
• Granted Patent: US 9,871,923 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A computing system for managing a plurality of resources for one or more communication sessions in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of at least one communication session. The system further includes a database for storing one or more monitored parameters. The system further includes a calculation module for calculating a multiplicity value for each of the plurality of resources based on the stored parameters. The system further includes an allocation module for allocating the at least one communication session to at least one resource of the plurality of resources based on the calculated multiplicity value.

Claims

1. A computing system for managing a plurality of resources for one or more communication sessions in an enterprise, the system comprising:

a monitoring module for monitoring one or more parameters of at least one communication session;

a database for storing the one or more monitored parameters;

a calculation module for calculating a multiplicity value for each of the plurality of resources based on the stored parameters; and

an allocation module for allocating the at least one communication session to at least one resource of the plurality of resources based on the calculated multiplicity value.

2. The system of claim 1, wherein the one or more parameters comprise one or more of a state of the plurality of resources, a state of the one or more communication sessions, a state of the enterprise, or a combination thereof.

3. The system of claim 1, wherein the calculation module further calculates the multiplicity value for each of the plurality of resources based on at least one predefined set of rules.

4. The system of claim 3, wherein the at least one predefined set of rules comprises one or more business strategies.

5. The system of claim 1, wherein the multiplicity value is calculated based on the one or more stored parameters, the at least one predefined set of rules, or a combination thereof.

6. The system of claim 1 further comprises an agent selection module for selecting at least one resource of the plurality of resources based on the calculated multiplicity value.

7. The system of claim 5, wherein the agent selection module enables a supervisor to manually select the at least one resource from the plurality of resources.

8. A computer-implemented method for dynamically managing a plurality of resources for one or more communication sessions in an enterprise, the method comprising:

monitoring one or more parameters of at least one communication session;

storing the one or more monitored parameters in at least one database;

calculating a multiplicity value for each of the plurality of resources based on the stored parameters; and

allocating the at least one communication session to at least one resource of the plurality of resources based on the calculated multiplicity value.

9. The method of claim 8, wherein the one or more parameters comprise one or more of a state of the plurality of resources, a state of the one or more communication sessions, a state of the enterprise, or a combination thereof.

10. The method of claim 8, further calculates a multiplicity value for each of the plurality of resources based on a predefined set of rules.

11. The method of claim 10, wherein the at least one predefined set of rules comprises one or more business strategies.

12. The method of claim 10, wherein the multiplicity value is calculated based on the one or more stored parameters, the at least one predefined set of rules, or a combination thereof.

13. The method of claim 8, further comprises selecting at least one resource of the plurality of resources based on the calculated multiplicity value.

14. The method of claim 12, further comprises enabling a supervisor to manually select the at least one resource from the plurality of resources.

15. A computer-implemented method for dynamically allocating at least one communication session to at least one resource in an enterprise, the method comprising:

monitoring one or more parameters of at least one communication session;

storing the one or more monitored parameters in at least one database;

calculating a multiplicity value for each of the plurality of resources based on the stored parameters;

selecting at least one resource of the plurality of resources based on the calculated multiplicity value for each of the plurality of resources; and

allocating the at least one communication session to the at least one selected resource.

16. The method of claim 15, wherein the one or more parameters comprise one or more of a state of the plurality of resources, a state of the one or more communication sessions, a state of the enterprise, or a combination thereof.

17. The method of claim 15, further comprises calculating a multiplicity value for each of the plurality of resources based on a predefined set of rules.

18. The method of claim 17, wherein the at least one predefined set of rules comprises one or more business strategies.

19. The method of claim 15, wherein the multiplicity value is calculated based on the one or more stored parameters, the at least one predefined set of rules, or a combination thereof.

20. The method of claim 15, further comprises enabling a supervisor to manually select the at least one resource from the plurality of resources.