HIGH PERFORMANCE DISTRIBUTED COMPUTER WORK ASSIGNMENT ENGINE

• US 20180288226A1
• Filed: 04/03/2017
• Published: 10/04/2018
• Est. Priority Date: 04/03/2017
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Collins, Jerry J., Collins, James S.
• Application Number:
  US15/477,672
• Publication Number:
  US 20180288226A1
• Time in Patent Office: Days
• CPC Class Codes: H04M 2203/105 Financial transactions and auctions, e.g. bidding auctioneering devices in packet switching networks H04L12/1804
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A work item (e.g., a voice call) is received by a resource mapper. A request to match the work item is sent to a plurality of resource nodes (e.g., a plurality of different servers) that each manage one or more separate resources (e.g., a plurality of contact center agents). Each resource node determines a best available resource among their respective one or more separate resources. Each resource node sends a bid for the best available resource to a resource selector. The resource selector selects a best resource from among the bids. Each resource node receives an accept or a reject message for the sent bid. Based on the winning bid, the work item is then routed to the resource for processing. This allows for separate processing resources (e.g., distributed in a network) to manage the processing tasks associated with determining the best resource to match to a work item.

Claims

1. A system comprising:

a microprocessor; and

a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that cause the microprocessor to execute;

a first resource node that receives a request to match a first work item from a resource mapper, wherein the first resource node manages a first one or more separate resources, determines a first best available resource among the first one or more separate resources, sends a first bid for the determined first best available resource to a resource selector, and receives a first accept or a first reject message for the sent first bid, wherein the request to match the first work item is also received at a second resource node that;

manages a second one or more separate resources, determines a second best available resource among the second one or more separate resources, sends a second bid for the determined second resource to the resource selector, and receives a second accept or a second reject message for the sent second bid.

2. The system of claim 1, wherein the first resource node receives a second work item from the resource mapper, wherein the first one or more separate resources comprises a first plurality of separate resources, determines a third best available resource among the first plurality of separate resources, sends a third bid for the determined third best available resource to the resource selector, and receives a third accept or a third reject message for the sent third bid.

3. The system of claim 2, wherein the first best available resource is the same resource as the third best available resource.

4. The system of claim 2, wherein the first work item and the second work item are different types of work items, wherein the first work item comprises a first indicator that identifies a first algorithm or a type of work item to determine the first and second best available resources, and wherein the second work item comprises a second indicator that identifies a second algorithm or a second type of work item to determine the third best available resource.

5. The system of claim 2, wherein the sent third bid comprises a plurality of bids for the first plurality of separate resources.

6. The system of claim 1, wherein the sent first bid comprises a first idle time of the first best available resource, wherein the sent second bid comprises a second idle time for the second best available resource, and wherein the resource selector selects the first best available resource based on the first idle time being higher than the second idle time.

7. The system of claim 1, wherein the first accept or the first reject message is the first accept message and wherein the first resource node excludes the first best available resource so that the first best available resource cannot be used in an additional bid until the first work item has been completed by the first best available resource.

8. The system of claim 1, wherein the resource mapper, the first and second resource nodes, and the resource selector are one or more of executed on a separate server, a separate computer thread, or a separate computer core.

9. The system of claim 1, wherein the first resource node manages a plurality of separate resources and determines a best available resource based on one or more parameters of the best available resource.

10. A method comprising:

receiving, by a microprocessor, a request to match a first work item from a resource mapper, wherein the microprocessor manages a first one or more separate resources, determines a first best available resource among the first one or more separate resources,

sending, by the microprocessor, a first bid for the determined first best available resource to a resource selector; and

receiving, by the microprocessor, a first accept or a first reject message for the sent first bid, wherein the request to match the first work item is also received at a resource node that;

manages a second one or more separate resources, determines a second best available resource among the second one or more separate resources, sends a second bid for the determined second best available resource to the resource selector, and receives a second accept or a second reject message for the sent second bid.

11. The method of claim 10, wherein the first one or more separate resources comprises a first plurality of separate resources and further comprising:

receiving, by the microprocessor, a second work item from the resource mapper;

determining, by the microprocessor, a third best available resource among the first plurality of separate resources;

sending, by the microprocessor, a third bid for the determined third best available resource to the resource selector; and

receiving, by the microprocessor, a third accept or a third reject message for the sent third bid.

12. The method of claim 11, wherein the first best available resource is the same resource as the third best available resource.

13. The method of claim 11, wherein the first work item and the second work item are different types of work items, wherein the first work item comprises a first indicator that identifies a first algorithm or first type of work item to determine the first and second best available resources, and wherein the second work item comprises a second indicator that identifies a second algorithm or a second type of work item to determine the third best available resource.

14. The method of claim 11, wherein the sent third bid comprises a plurality of bids for the first plurality of separate resources.

15. The method of claim 10, wherein the sent first bid comprises a first idle time of the first best available resource, wherein the sent second bid comprises a second idle time for the second best available resource, and wherein the resource selector selects the first best available resource based on the first idle time being higher than the second idle time.

16. The method of claim 10, wherein the first accept or the first reject message is the first accept message and wherein the microprocessor excludes the first best available resource so that the first best available resource cannot be used in an additional bid until the first work item has been completed by the first best available resource.

17. The method of claim 10, wherein the resource mapper, the resource node, and the resource selector are one or more of executed on a separate server, a separate computer thread, or a separate computer core.

18. The method of claim 10, wherein the microprocessor manages a plurality of separate resources and determines a best available resource based on one or more parameters of the best available resource.

19. A system comprising:

a microprocessor; and

a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that cause the microprocessor to execute;

a resource mapper that receives a work item, maps the work item to a plurality of resource nodes, and sends the work item to the plurality of resource nodes; and

the plurality of resource nodes, wherein each of the plurality of resource nodes respectively;

manages one or more separate resources;

receives the work item from a resource mapper;

determines a best available resource among the respective one or more separate resources;

sends a bid for the determined best available resource to a resource selector; and

receives an accept or a reject message for the sent bid to the resource selector; and

the resource selector that receives the respective plurality of bids from the plurality of resource nodes, determines an overall best available resource from the respective plurality of bids from the plurality of resource nodes, and sends the respective plurality of accept or reject messages to the plurality of resource nodes.

20. The system of claim above, further comprising:

a router that routes the work item to one of a plurality of work nodes, wherein the one of the plurality of work nodes holds the work item until receiving a notification from the resource mapper that a resource is available to service the work item and sends the work item to the resource mapper in response to receiving the notification from the resource mapper.