Method for routing calls to call centers based on statistical modeling of call behavior

• US 5,926,538 A
• Filed: 02/11/1997
• Issued: 07/20/1999
• Est. Priority Date: 02/11/1997
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Torba, Dimitriy A., Neyman, Igor, Deryugin, Vladimir N.
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US08/798,236
• Time in Patent Office: 889 Days
• Field of Search: 379/210, 379/214, 379/265, 379/266, 379/309, 379/230, 379/207, 379/219, 379/220, 379/225
• US Class Current: 379/265.03
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

A system for routing calls has a plurality of call centers and a central controller for managing activity of the plurality of call centers, including call loading. The central controller utilizes a method for managing loading based on estimates of loading for call centers in the system for which real time loading information is not available during certain time intervals. The method involves retrieving a previous status of the call center for which real time information is not available, and using that previous status to perform and estimate of current loading for management purposes.

Claims

1. A system for routing telephone calls to individual ones of a plurality of call centers,

said system comprising:

call switching apparatus at the call centers for switching calls to agent stations; and

a plurality of computer telephony integration (CTI) servers, with individual ones of the CTI servers monitoring call activity at individual ones of the plurality of call centers;

wherein the CTI servers continuously report the status of activity at monitored call centers to a central controller on a per-transaction basis, and wherein the central controller estimates status of said call centers when CTI servers are unable to provide continuous status, and routes calls to said call centers based on said estimations.

2. The system of claim 1 wherein CTI servers monitor activity at the call centers through automatic call distributors (ACDs) associated with the switching apparatus at the call centers.

3. The system of claim 1 wherein the CTI servers monitor activity the call centers through telephony switches or private branch exchanges (PBXs) at the call centers.

4. The system of claim 1 wherein interruption of continuous monitoring of activity by a CTI server is due to a break in a communication link between the CTI server and the central controller.

5. The system of claim 1 wherein the said estimations are based upon previously reported status.

6. A method for routing telephone calls to individual ones of a plurality of call centers, said method comprising steps of:

a) monitoring call activity at a plurality of call centers by CTI servers connected to switching apparatus at the call centers, wherein individual ones of the CTI servers continuously report the status of call centers to a central controller on a per-transaction basis;

b) in the event a CTI server is unable to continuously report status of a call center to the central controller, estimating, by the central controller, the activity of the effected call center based on past reported activity of the effected call center;

c) routing, by the central controller, calls to effected call center based on said estimations.

7. The method of claim 6 wherein the CTI servers monitor the call centers through an automatic call distributor (ACD).

8. The method of claim 6 wherein the CTI servers monitor the call centers through telephony switches or private branch exchanges (PBXs).

9. The method of claim 6 wherein interruption in continuous reporting by said CTI server is due to a break in a communication link between the CTI server and the central controller.

10. The method of claim 6 wherein said estimations are based upon previously reported status.