Method and apparatus for providing fair access to agents in a communication center

• US 7,236,584 B2
• Filed: 08/27/2002
• Issued: 06/26/2007
• Est. Priority Date: 06/17/1999
• 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.
• Primary Examiner(s): Mehrpour; Naghmeh
• Application Number:
  US10/229,428
• Publication Number:
  US 20030002654A1
• Time in Patent Office: 1,764 Days
• Field of Search: 370/351, 370/411, 370/445, 370/458, 370/462, 370446-448, 370/257, 370/438, 370/229, 370/230, 370/338, 370/459, 370/461, 370/467, 370/441, 379/266.08, 379/265.14, 379/265.01, 379/265.02, 379/265.11, 379/266.01, 379/309, 379/255, 379/269, 379/265.04, 379/265.05, 379/220.01, 379/221.03, 379/266.04, 379/207, 379/210, 379/229, 379/230, 379/231, 379/221.01, 379/201.02, 379/211.01, 379/211.05, 379/212.01, 379/219, 379/221.15
• US Class Current: 379/266.08
• CPC Class Codes: H04M 2207/12 intelligent networks
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5234 Uniform load distribution
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

A system for granting access to agents at a communication center in response to requests for connection from network-level entities starts a fairness timer having a fairness time period when a first request is received for and agent, monitors any other requests for the same agent during the fairness time, and executes an algorithm at the end of the fairness time to select the network-level entity to which the request should be granted. In a preferred embodiment the fairness time is set to be equal to or greater than twice the difference between network round-trip latency for the longest latency and shortest latency routers requesting service from the communication center. In some embodiments an agent reservation timer is set at the same point as the fairness timer to prevent calls to the same agent, and has a period longer than 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.

Claims

1. A method for providing impartial caller access to agents of a communication center in response to electronic routing event requests from network-level routing systems to connect to one or more agent stations of the comniunication center, comprising steps of:

(a) receiving a first routing request from a first network-level routing system for connection to an agent of the communication center;

(b) starting a fairness timer for a timed period;

(c) receiving, during the period of the fairness timer, a second request for the connection to the same agent station from a second network-level routing system; and

(d) determining to grant, through execution of a fairness algorithm at expiration of the period of the fairness timer, one of the first and second routing requests from the network level routing systems.

2. The method of claim 1 wherein latency times for network level routing systems requesting connection at the communication center are known, and in step (b) the period of the fairness timer is set to be equal to or greater than twice the difference between network round-trip latency for the longest latency and shortest latency routers requesting service from the communication center.

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

4. The method of claim 1 further comprising a step for starting 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.

5. The method of claim 4 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.

6. The method of claim 1 wherein, in step (d) the fairness algorithm operates on one or both of load and agent availability data.

7. A communication center, comprising:

a call switching device connected to agent stations of the communication center for switching calls to individual ones of the agent stations;

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

a digital link between the CTI processor and one or more network-level routing systems for receiving routing requests from network-level routing systems for call connection to one or more of the agent stations;

wherein the CTI processor, on receiving a first routing request for call connection to an agent station, starts a fairness timer having a time-out period, and in the event of receiving a second or more routing requests for connection to the same agent station during the fairness time period, executes a fairness algorithm at the end of the time-out period to determine which routing request to grant.

8. The communication center of claim 7 wherein latency times for network-level routing systems requesting connection at the communication center are known, and the period of the fairness timer is set to be equal to or greater than twice the difference between network round-trip latency for the longest latency and shortest latency routers requesting service from the communication center.

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. The communication center of claim 10 wherein the fairness algorithm operates on one or both of load and agent availability data.

13. A machine-readable medium having stored thereon a software routine providing a method for impartial caller access to one or more agents of a communication center, the method comprising steps of:

(a) monitoring incoming routing requests for call connection to agents of the communication center;

(b) starting a fairness timer having a fairness time-out period at the time of receiving a first routing request for connection to an agent; and

(c) determining by a fairness algorithm which of multiple routing requests received after the first request for call connection to a same agent to grant.

14. The medium and software routine of claim 13 wherein the period of the fairness timer is set to be equal to or greater than twice the difference between network round-trip latency for the longest latency and shortest latency routers requesting service from the communication center.

15. The medium and software routine of claim 13 wherein the requests are for telephony connections, either connection-oriented switched telephony (COST) or Internet Protocol Network Telephony (IPNT) calls.

16. The medium and software routine of claim 13 further comprising a second initiator for starting 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.

17. The medium and software routine of claim 16 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.

18. The medium and software routine of claim 13 wherein the fairness algorithm operates on one or both of load and agent availability data.