Dynamic admission control for telecommunications relay service with text-to-speech synthesis

• US 5,574,784 A
• Filed: 11/20/1992
• Issued: 11/12/1996
• Est. Priority Date: 11/20/1992
• Status: Expired due to Term

• Current Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: LaPadula, Charles A., Yaniro, Daniel J. Jr.
• Primary Examiner(s): Zele, Krista M.
• Assistant Examiner(s): WEAVER, SCOTT LOUIS
• Application Number:
  US07/979,134
• Time in Patent Office: 1,453 Days
• Field of Search: 379/52, 379/67, 379/214, 379/218, 379/265, 379/266, 379/201, 379/88, 379/89, 379/309
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

In a system for providing telecommunications relay service, the delay in assigning an attendant to an established relay session after the text-to-speech conversion process may be controlled by establishing new relay sessions, in response to requests therefor, only if a) less than a predetermined maximum number K of relay sessions have already been established, b) none of the established relay sessions are queued and waiting for an attendant and c) an attendant is available. An established relay session is one that is 1) being served by an attendant, 2) is waiting to be reconnected to an attendant or 3) is in the midst of the text-to-speech conversion process. The value of K is greater than or equal to the number of attendants. It is determined dynamically, as a function of 1) a given set of performance objectives, 2) the current set of traffic characteristics, 3) the current performance characteristics and 4) the resources available at the telecommunications relay service center.

Claims

1. A method for use in a system employing the services of, when operational, a variable number of live attendants ranging from a minimum of one to predetermined maximum, said system being for processing communication sessions which each have at least first and second ordered phases which recur in order, said first phase requiring one of said live attendants to assist on said communication session and said second phase proceeds without assistance of any of said live attendants, said method being characterized by the step of:

establishing in said system a new communication session in response to a request therefor only when (a) less than a predetermined number of communication sessions are currently being processed in said system, said predetermined number being more than the current value of the number of live attendants and less than the number of communication sessions that can be established in said system based on the physical capacity of said system, (b) no communication session is waiting for one of said live attendants and (c) one of said live attendants is available.

2. The invention as defined in claim 1 wherein the value of said predetermined number is determined dynamically as a function of operating parameters of said system for processing communication sessions.

3. The invention as defined in claim 2 wherein said predetermined number is decreased only when a probability that a communication session must wait more than a predetermined target length of time for one of said live attendants for said first phase is greater than a predetermined threshold probability.

4. The invention as defined in claim 2 wherein said predetermined number is increased only when a probability that a communication session must wait more than a first predetermined target length of time for one of said live attendants for said first phase is less than a first predetermined threshold probability and a probability that a request for a new communication session must wait more than a second predetermined target length of time for one of said live attendants for said first phase is greater than a second predetermined threshold probability.

5. The invention as defined in claim 2 wherein said predetermined number is determined responsive to values of each member of a set of current operating parameters of said system.

6. The invention as defined in claim 5 wherein said set of current operating parameters includes one or more of the following:

a set of performance objectives,

a current set of traffic characteristics,

current performance characteristics, and resources currently available to said system for processing communication sessions.

7. A method for use in a system employing the services of, when operational, a variable number of live attendants ranging from a minimum of one to predetermined maximum, said system being for processing relay sessions over a telephone network between sound impaired and unimpaired persons, during each of said relay sessions at least one of said live attendants transcribes and transmits to the sound impaired person that which is spoken by the unimpaired person and an automated text-to-speech system converts into speech to be heard by the unimpaired person that which is input by the sound impaired person, without assistance of any of said live attendants, said method being characterized by the step of:

establishing in said system a new relay session in response to a request therefor only when (a) less than a predetermined number of relay sessions are currently being processed in said system, said predetermined number being more than the current value of said number of said live attendants and less than the number of relay sessions that can be established in said system based on the physical capacity of said system, (b) no relay session is waiting for one of said live attendants and (c) one of said live attendants is available.

8. The invention as defined in claim 7 wherein said predetermined number is determined dynamically as a function of operating parameters of said system for processing relay sessions.

9. The invention as defined in claim 8 wherein said predetermined number is decreased only when a probability that an established relay session must wait more than a predetermined target length of time for one of said live attendants is greater than a predetermined threshold probability.

10. The invention as defined in claim 8 wherein said predetermined number is increased only when a probability that a relay session must wait more than a first predetermined target length of time for one of said live attendants is less than a first predetermined threshold probability and a probability that a request for a new relay session must wait more than a second predetermined target length of time for one of said live attendants is greater than a second predetermined threshold probability.

11. A method for use in a system employing the services of, when operational, a variable number of live attendants ranging from a minimum of one to predetermined maximum, said system being for processing relay sessions over a telephone network between sound impaired and unimpaired persons, during each of said relay sessions at least one of said live attendants transcribes and transmits to the sound impaired person that which is spoken by the unimpaired person and an automated text-to-speech system converts into speech to be heard by the unimpaired person that which is input by the sound impaired person, without assistance of any of said live attendants, said method being characterized by the step of:

placing an arriving request for a new relay session in a queue, rather than substantially immediately establishing a relay session therefor, only when more than a predetermined number of relay sessions are currently being processed in said system, said predetermined number being more than the current value of said number of said live attendants and less than the number of relay sessions that can be established in said system based on the physical capacity of said system.

12. A method for use in a system employing the services of, when operational, a variable number of live attendants ranging from a minimum of one to predetermined maximum, said system being for processing communication sessions which each have at least first and second ordered phases which recur in order, said first phase requiring one of said live attendants to assist on said communication session and said second phase proceeds without assistance of any of said live attendants, said method being characterized by the step of:

receiving a request to establish a new communication session; and

denying assignment of an available attendant to handle said request for a new communication session unless (a) less than a predetermined number of communication sessions are currently established, said predetermined number being more than the current value of the number of live attendants and less than the number of communication sessions that can be established in said system based on the physical capacity of said system, (b) no communication session in said system is waiting for one of said live attendants and (c) one of said live attendants is available.

13. A method for use in a system employing the services of, when operational, a variable number of live attendants ranging from a minimum of one to predetermined maximum, said system being for processing communication sessions which each have at least first and second ordered phases which recur in order, said first phase requiring one of said live attendants to assist on said communication session and said second phase proceeds without assistance of any of said live attendants, said method being characterized by the step of:

restricting assignment of each of said attendants that becomes available to only said communication sessions unless (a) less than a predetermined number of communication sessions are currently established, said predetermined number being more than the current value of the number of live attendants and less than the number of communication sessions that can be established in said system based on the physical capacity of said system, (b) no communication session in said system is waiting for one of said live attendants and (c) one of said live attendants is available.

14. The invention as defined in claim 13 wherein said predetermined number is selected so as to keep a probability that a communication session to be connected to an attendant must wait more than a target delay for said attendant is less than a target fraction.

15. A method for use in a system employing the services of, when operational, a variable number of live attendants ranging from a minimum of one to predetermined maximum, said system being for processing relay sessions over a telephone network between sound impaired and unimpaired persons, during each of said relay sessions at least one of said live attendants transcribes and transmits to the sound impaired person that which is spoken by the unimpaired person and an automated text-to-speech system converts into speech to be heard by the unimpaired person that which is input by the sound impaired person, without assistance of any of said live attendants, said method being characterized by the step of:

denying a request to establish a new relay session in said system, even though an attendant is available, when establishment of said new relay session in response to said request would result in a delay in assigning an attendant to a relay session already in said system that is greater than a predetermined target delay.

16. Apparatus for use in a system employing the services of, when operational, a variable number of live attendants ranging from a minimum of one to predetermined maximum, said system being for processing communication sessions which each have at least first and second ordered phases which recur in order, said first phase requiring one of said live attendants to assist on said communication session and said second phase proceeds without assistance of any of said live attendants, said apparatus comprising:

means for detecting when a live attendant becomes available; and

means for assigning an available one of said live attendants to a request for a new communication session only when (a) less than a predetermined number of communication sessions are currently established, the value of said predetermined number being set before detection of said live attendant becoming available and being more than the current value of the number of live attendants and less than the number of communication sessions that can be established in said system based on the physical capacity of said system and (b) no communication session is waiting for one of said live attendants.

17. The invention as defined in claim 16 including:

means for determining values of each member of a set of current operating parameters for said system; and

means responsive to said values for determining said predetermined number.

18. The invention as defined in claim 17 wherein said members of said set of current operating parameters of said system includes one or more of the following:

a set of performance objectives,

a current set of traffic characteristics,

current performance characteristics, and resources currently available to said system for processing communication sessions.

19. The invention as defined in claim 16 including means for decreasing said predetermined number only when a probability that a communication session must wait more than a predetermined target length of time for one of said live attendants for said first phase is greater than a predetermined threshold probability.

20. The invention as defined in claim 16 including means for increasing said predetermined number only when a probability that a communication session must wait more than a first predetermined target length of time for one of said live attendants for said first phase is less than a first predetermined threshold probability and a probability that a request for a new communication session must wait more than a second predetermined target length of time for one of said live attendants for said first phase is greater than a second predetermined threshold probability.

21. Apparatus for use in a system employing the services of, when operational, a variable number of live attendants ranging from a minimum of one to predetermined maximum, said system being for providing telecommunications relay service on relay sessions in each of which an automated text-to-speech system converts into speech to be heard by a sound unimpaired person that which is input by a sound impaired person and at least one of said live attendants transcribes and transmits to the sound impaired person that which is spoken by the unimpaired person, said apparatus comprising:

means for detecting when one of said live attendants becomes available; and

means for assigning a detected available one of said live attendants to a new relay session in response to a request for a new relay session only when (a) less than a predetermined number of relay sessions are currently established, said predetermined number being more than the current value of said number of said live attendants and less than the number of relay sessions that can be established in said system based on the physical capacity of said system, and (b) no relay session is waiting for said detected available attendant.

22. The invention as defined in claim 21 including:

means for determining a set of current operating parameters for said system; and

means responsive to said set for determining the value of said predetermined number.

23. The invention as defined in claim 22 wherein said set of current operating parameters of said system includes one or more of the following:

a set of performance objectives,

a current set of traffic characteristics,

current performance characteristics, and resources currently available to said system.

24. The invention as defined in claim 23 including means for decreasing said predetermined number only when a probability that a relay session must wait more than a predetermined target length of time for one of said live attendants is greater than a predetermined threshold probability.

25. The invention as defined in claim 23 including means for increasing said predetermined number only when a probability that a relay session must wait more than a first predetermined target length of time for one of said live attendants is less than a first predetermined threshold probability and a probability that a request for a new relay session must wait more than a second predetermined target length of time for one of said live attendants is greater than a second predetermined threshold probability.

26. Apparatus for use in a system employing the services of, when operational, a variable number of live attendants ranging from a minimum of one to predetermined maximum, said system being for providing telecommunications relay service on relay sessions in each of which an automated text-to-speech system converts into speech to be heard by a sound unimpaired person that which is input by a sound impaired person and at least one of said live attendants transcribes and transmits to the sound impaired person that which is spoken by the unimpaired person, said apparatus comprising:

means for detecting when one of said live attendants becomes available; and

means for reserving a detected available one of said live attendants for a relay session already established by said apparatus when there are already at least a maximum predetermined number of relay sessions in said system, said maximum predetermined number being more than the current value of said number of said live attendants and less than the number of relay sessions that can be in said system based on the physical capacity of said system.

27. The invention as defined in claim 26 wherein said means for reserving denies access to a detected available one of said live attendants by any request for a new relay session when at least said maximum predetermined number of relay sessions are already in said system.