Resource based queue management system and method

• US 7,746,999 B2
• Filed: 08/18/2005
• Issued: 06/29/2010
• Est. Priority Date: 08/18/2005
• Status: Active Grant

• Current Assignee: Virtual Hold Technology Solutions, LLC
• Original Assignee: Virtual Hold Technology LLC (Medallia, Inc.)
• Inventors: Williams, Mark, Pavlic, James
• Primary Examiner(s): Kuntz; Curtis
• Assistant Examiner(s): ZENATI, AMAL S
• Application Number:
  US11/206,723
• Publication Number:
  US 20070041565A1
• Time in Patent Office: 1,776 Days
• Field of Search: 379/266, 379/265
• US Class Current: 379/266.01
• CPC Class Codes: H04M 3/5231 with call back arrangements

Abstract

A queue management system interfaces with a resource management system and a queuing system in an environment that further includes an interim system. The queue management system comprises an interface to the resource management system for obtaining resource availability data and a management system. The resource availability data represents a resource termination time—and may include the resource termination time or data useful for calculating the resource termination time. The control system: i) obtains a value representing the expected interim system handling time, and ii) makes the interim system available for handling a subject client only if the expected interim system handling time period terminates prior to the resource termination time. The control system transfers the subject client to the queuing system to hold while waiting for connection to a resource for handling upon determining that the resource termination time is scheduled to occur prior to termination of the expected interim system handling time period.

Claims

1. A queue management system for interfacing with a resource management system and a queuing system, to make an interim system available to clients based on resource availability data and/or a scheduled change in resource availability, the queue management system comprising:

an interface to the resource management system for obtaining resource availability data, the resource availability data representing a resource termination time; and

a management system for;

obtaining a value representing an expected interim system handling time period, the expected interim system handling time period representing a time period that is expected to elapse before an interim system completes its handling of a subject client; and

making an interim system available for handling the subject client only if the expected interim system handling time period terminates prior to the resource termination time.

2. The queue management system of claim 1, wherein:

the expected interim system handling time period is an expected wait time period associated with a subject client, the expected wait time period being a time period that is expected to elapse before the subject client is connected to a resource for servicing; and

the interim system is a call back system which;

processes a call to establish a connection to the subject client at a call back time derived from the expected wait time period; and

provides a priority connection to a resource for handling.

3. The queue management system of claim 1, wherein:

the expected interim system handling time period is an expected wait time period associated with a subject client, the expected wait time period being a time period that is expected to elapse before the subject client is connected to a resource for servicing; and

the interim system is a call back system which;

upon client request to hold in queue, transfers the subject client to the queuing system to hold while waiting for connection to a resource for handling;

upon client request for interim handling;

processes a call to establish a connection to the subject client at a call back time derived from the expected wait time period; and

provides for priority connection to a resource for handling.

4. The queue management system of claim 1, wherein the management system further provides for:

transferring the subject client to a queuing system to hold while waiting for connection to a resource for handling upon determining that the resource termination time is scheduled to occur prior to termination of the expected interim system handling time period.

5. The queue management system of claim 4, wherein:

the expected interim system handling time period is an expected wait time period associated with a subject client, the expected wait time period being a time period that is expected to elapse before the subject client is connected to a resource for servicing; and

the interim system is a call back system which;

processes a call to establish a connection to the subject client at a call back time derived from the expected wait time period; and

provides a priority connection to a resource for handling.

6. The queue management system of claim 4, wherein:

the expected interim system handling time period is an expected wait time period associated with a subject client, the expected wait time period being a time period that is expected to elapse before the subject client is connected to a resource for servicing; and

the interim system is a call back system which;

upon client request to hold in queue, transfers the subject client to the queuing system to hold while waiting for connection to a resource for handling;

upon client request for interim handling;

processes a call to establish a connection to the subject client at a call back time derived from the expected wait time period; and

provides for priority connection to a resource for handling.

19. The queue management system of claim 1, wherein the resource termination time is indicative of when a resource is no longer scheduled to be available to clients due to start time, end time, and/or break time of resources.

7. A method for connecting a subject client to a resource by make an interim system available to clients based on resource availability data and/or a scheduled change in resource availability, the method comprising:

receiving a connection request from the subject client;

obtaining resource availability data, the resource availability data representing a resource termination time;

obtaining a value representing an expected interim system handling time period, the expected interim system handling time period representing a time period that is expected to elapse before an interim system completes its handling of a subject client; and

making an interim system available for handling the subject client only if the expected interim system handling time period terminates prior to the resource termination time.

8. The method of claim 7, wherein:

the expected interim system handling time period is an expected wait time period associated with a subject client, the expected wait time period being a time period that is expected to elapse before a subject client is connected to a resource for servicing; and

the interim system is a call back system which performs the following steps;

processes a call to establish a connection to the subject client at a call back time derived from the expected wait time period; and

provides a priority connection to a resource for handling.

9. The method of claim 7, wherein:

the expected interim system handling time period is an expected wait time period associated with a subject client, the expected wait time period being a time period that is expected to elapse before a subject client is connected to a resource for servicing; and

the interim system is a call back system which;

upon client request to hold in queue, transfers the subject client to the queuing system to hold while waiting for connection to a resource for handling;

upon client request for interim handling;

processes a call to establish a connection to the subject client at a call back time derived from the expected wait time period; and

provides for priority connection to a resource for handling.

10. The method of claim 7, further comprising:

transferring the subject client to a queuing system to hold while waiting for connection to a resource for handling upon determining that the resource termination time is scheduled to occur prior to termination of the expected interim system handling time period.

11. The method of claim 10, wherein:

the expected interim system handling time period is an expected wait time period associated with a subject client, the expected wait time period being a time period that is expected to elapse before a subject client is connected to a resource for servicing; and

the interim system is a call back system which performs the following steps;

processes a call to establish a connection to the subject client at a call back time derived from the expected wait time period; and

provides a priority connection to a resource for handling.

12. The method of claim 10, wherein:

the expected interim system handling time period is an expected wait time period associated with a subject client, the expected wait time period being a time period that is expected to elapse before a subject client is connected to a resource for servicing; and

the interim system is a call back system which;

upon client request to hold in queue, transfers the subject client to the queuing system to hold while waiting for connection to a resource for handling;

upon client request for interim handling;

processes a call to establish a connection to the subject client at a call back time derived from the expected wait time period; and

provides for priority connection to a resource for handling.

20. The method of claim 7, wherein obtaining resource availability data includes obtaining resource availability data representing a resource termination time that is indicative of when a resource is no longer scheduled to be available to clients due to start time, end time, and/or break time of resources.

13. A queue management system for operation with a resource management system and a queuing system to make an interim system available to clients based on resource availability data and/or a scheduled change in resource availability, the queue management system comprising:

an interface to the resource management system for obtaining resource availability data, the resource availability data representing a resource termination time; and

a management system for;

obtaining a value representing an expected interim system handling time period, the expected interim system handling time period being a time period that is expected to elapse before an interim system completes its handling of a subject client;

coupling the subject client to a queue of the queuing system for waiting for connection to a resource for handling upon determining that the resource termination time is scheduled to occur prior to termination of the expected interim system handling time period; and

coupling the subject client to an interim system for handling upon determining that the expected interim system handling time period is expected to elapse prior to resource termination time.

14. The queue management system of claim 13, further comprising an interim system, the interim system

upon client request to hold in queue, transfers the subject client to the queuing system to hold while waiting for connection to a resource for handling;

upon client request for interim handling, provides for priority connection to a resource for handling upon completion of handling by the interim system.

15. The queue management system of claim 14, wherein

the expected interim system handling time period is an expected wait time period associated with a subject client, the expected wait time period being a time period that is expected to elapse before a subject client is connected to a resource for servicing;

and

the interim system is a call back system which;

monitors the passage of time;

processes a call to establish a connection to the subject client at a call back time derived from the expected wait time period; and

provides a priority connection to a resource for handling.

21. The queue management system of claim 13, wherein the resource termination time is indicative of when a resource is no longer scheduled to be available to clients due to start time, end time, and/or break time of resources.

16. A queue management system for operation with a resource management system and an automated call director to make an interim system available to clients based on resource availability data and/or a scheduled change in resource availability, the queue management system comprising:

an interface to the resource management system for obtaining resource availability data, the resource availability data representing a resource termination time; and

a management system for;

obtaining a value representing an expected interim system handling time period, the expected interim system handling time period being a time period that is expected to elapse before an interim system completes its handling of a subject client;

coupling the subject client to a queue of the automated call director for waiting for connection to a resource for handling upon determining that the resource termination time is scheduled to occur prior to termination of the expected interim system handling time period; and

coupling the subject client to an interim system for handling upon determining that the expected interim system handling time period is expected to elapse prior to the resource termination time.

17. The queue management system of claim 16, further comprising the interim system, the interim system

upon client request to hold in queue, transfers the subject client to the automated call director to hold while waiting for connection to a resource for handling;

upon client request for interim handling, provides for priority connection to a resource for handling upon completion of handling by the interim system.

18. The queue management system of claim 17, wherein

the expected interim system handling time period is an expected wait time period associated with a subject client, the expected wait time period being a time period that is expected to elapse before a subject client is connected to a resource for servicing;

and

the interim system is a call back system which;

monitors the passage of time;

processes a call to establish a connection to the subject client at a call back time derived from the expected wait time period; and

provides a priority connection to a resource for handling.

22. The queue management system of claim 16, wherein the resource termination time is indicative of when a resource is no longer scheduled to be available to clients due to start time, end time, and/or break time of resources.