Method and apparatus for call distribution and override with priority recognition and fairness timing routines

• US 6,563,788 B1
• Filed: 08/02/1999
• Issued: 05/13/2003
• Est. Priority Date: 02/17/1998
• 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, Dmitriy A., Kikinis, Dan, Shtivelman, Yuri
• Primary Examiner(s): Patel, Ajit
• Assistant Examiner(s): SHAH, CHIRAG G
• Application Number:
  US09/366,434
• Time in Patent Office: 1,380 Days
• Field of Search: 370/412, 370/428, 370/229, 370/352, 370/356, 370/238, 370/395.42, 370/395.43, 370/230, 370/235, 370/236, 370/389, 370/410, 370/401, 709/203, 709/205
• US Class Current: 370/229
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 2201/50 Telephonic communication in combination with video communication
• CPC Class Codes: H04M 2207/12 intelligent networks
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components
• CPC Class Codes: H04M 7/0033 Notification or handling of incoming calls by a computer
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: H04M 7/126 Interworking of session control protocols
• CPC Class Codes: H04M 7/1275 Methods and means to improve the telephone service quality, e.g. reservation, prioritisation or admission control
• CPC Class Codes: H04Q 3/62 for connecting to private branch exchanges

Abstract

A method for promoting fairness in a communication center in response to requests for destination numbers (DNs) from network-level routers has steps of determining latency for requests from individual ones of the network-level routers, receiving a request from a first router for which latency is determined, assigning a fairness wait time to the request, the time determined as an inverse function of latency, and answering the request according to rules in effect only after the wait time has expired. In some cases requests arrive with priority, and priority is used a swell as latency in determining wait time. In other cases a second fairness time is imposed, after which a fairness algorithm is called to award a DN according to statistical history and cal priority. The system is useful for communication centers for connection-oriented telephone systems, Internet protocol systems, and for all sorts of digital messaging and mail systems.

Claims

1. In a communication center, a method for promoting fairness in response to requests for destination numbers (DNs) from network-level routers, comprising steps of:

(a) determining latency for requests from individual ones of the network-level routers;

(b) receiving a request from a first router for which latency is determined;

(c) assigning a fairness wait time to the request, the time determined in inverse relationship to the latency; and

(d) answering the request according to rules in effect only after the wait time has expired.

2. The method of claim 1 further comprising a step for starting a second fairness timer after the wait time, and at the end of the second time period, a step, if there are requests from-other than the first router for the same DN, for calling a fairness algorithm to determine which router gets the DN.

3. The method of claim 1 the requests are for telephony connections, either connection-oriented switched telephony (COST) or Internet Protocol Network Telephony (IPNT) calls.

4. The method of claim 2 further comprising a step for starting an agent reservation timer at the same time as starting the second fairness timer, the agent reservation timer having a period longer than that of the fairness timer.

5. A communication center, comprising:

a communication switching device connected to agent stations having destination numbers (DNs) for switching communications to individual ones of the agent stations;

a computer-telephony integration (CTI) processor coupled to and monitoring and controlling the communication switching device; and

a digital link between the CTI processor and network-level routers having determined latency, for receiving requests from the network-level routers for connection to DNs;

wherein the CTI processor, on receiving a request from a router for a DN, checks the router'"'"'s latency, and assigns a wait time according to the latency before processing the request.

6. The communication center of claim 5 wherein requests are received with priority assigned, and the wait time is adjusted according to the priority.

7. A communication center, comprising:

a communication switching device connected to agent stations having destination numbers (DNs) for switching communications to individual ones of the agent stations;

a computer-telephony integration (CTI) processor coupled to and monitoring and controlling the communication switching device; and

a digital link between the CTI processor and network-level routers, for receiving requests from the network-level routers for connection to DNs, the requests having priority assigned;

wherein the CTI processor, on receiving a request from a router for a DN, imposes a fairness wait time after which, if more than one router has requested a same DN, statistical history and priority are used by a fairness algorithm to award the DN to one of the routers.

8. The communication center of claim 7 wherein latency and priority are used to adjust the fairness wait time.

9. The communication center of claim 7 wherein the connection requests are for telephony connections, either connection-oriented switched telephony (COST) or Internet Protocol Network Telephony (IPNT) calls.

10. The communication center of claim 7 wherein the CTI processor starts an agent reservation timer at the same time as starting the fairness timer, the agent reservation timer having a period longer than that of the fairness timer.

11. The communication center of claim 10 wherein the period of the agent reservation timer is longer than that of the fairness timer by a time sufficient for a connection to be made to the agent station once access is granted, and for notification of the connection to be made to network-level entities.

12. An agent-reservation fairness software suite for operation in a communication center and dealing with requests by network-level routers for connection to agents at communication center destination numbers (DNs), comprising:

a monitor for monitoring incoming requests for connection to agents;

a table of latency for individual ones of the routers;

a time generator for setting a wait time according to latency; and

an initiator for starting a fairness wait timer having a fairness time-out period;

wherein the monitor, on receiving a request from a router, checks latency for the router, the time generator generates a time-out time based on the latency, and the initiator starts the timer for the generated time-out period, after which the request is processed.

13. The software suite of claim 12 wherein requests come with a priority indication, and the time generator incorporates the priority along with latency into determining the time-out time.

14. The software suite of claim 12 further comprising a fairness determinator, which, after the fairness time out period, if there are plural requests for a same DN during the time-out period, determines which router gets the DN based on a fairness algorithm.

15. The software suite of claim 14, wherein the fairness time is a constant, and priority is included in the fairness algorithm to determine which router gets a DN.