Enterprise-wide occupancy based routing
First Claim
1. A method of routing a contact with a client to one of a plurality of automatic contact distributors, each having a plurality of agents, by a network router, such method comprising the steps of:
- determining by each respective automatic contact distributor of the plurality of automatic contact distributors a respective largest relative occupancy difference among the plurality of agents of the respective automatic contact distributor for each contact type processed by the respective automatic contact distributor;
each respective automatic contact distributor of the plurality of automatic contact distributors transferring the respective determined, largest relative occupancy difference for each contact type to the network router;
comparing the respective transferred largest relative occupancy difference from each respective contact distributor for each respective control type to each other to identify a selected contact distributor with a highest transferred relative occupancy difference for each contact type to identify for each respective contact type a respective selected automatic contact distributor of the plurality of automatic contact distributors that has a highest difference for the respective contact type;
detecting a contact;
determining a contact type of the detected contact; and
the network router routing the detected contact to an the selected automatic contact distributor of the plurality of automatic contact distributors that provided a largest one of the respective largest relative occupancy difference for the determined contact type among the plurality of automatic contact distributors.
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0 Petitions
Accused Products
Abstract
A method and apparatus are provided for routing a contact with a client to one of a plurality of automatic contact distributors, each having a plurality of agents, by a network router. The method includes the step of determining by each automatic contact distributor of the plurality of automatic contact distributors a largest relative difference between a target occupancy and actual occupancy of each agent among the plurality of agents of the automatic contact distributor and for each contact type processed by the automatic contact distributor. The method further includes the steps of each of the plurality of automatic contact distributors transferring a value of the determined, largest relative difference for each contact type to the network router, the network router detecting a contact, the network router determining a contact type of the detected contact and the network router routing the detected contact to an automatic contact distributor of the plurality of automatic contact distributors that provided a largest relative difference for the determined contact type among the plurality of automatic contact distributors.
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Citations
36 Claims
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1. A method of routing a contact with a client to one of a plurality of automatic contact distributors, each having a plurality of agents, by a network router, such method comprising the steps of:
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determining by each respective automatic contact distributor of the plurality of automatic contact distributors a respective largest relative occupancy difference among the plurality of agents of the respective automatic contact distributor for each contact type processed by the respective automatic contact distributor; each respective automatic contact distributor of the plurality of automatic contact distributors transferring the respective determined, largest relative occupancy difference for each contact type to the network router; comparing the respective transferred largest relative occupancy difference from each respective contact distributor for each respective control type to each other to identify a selected contact distributor with a highest transferred relative occupancy difference for each contact type to identify for each respective contact type a respective selected automatic contact distributor of the plurality of automatic contact distributors that has a highest difference for the respective contact type; detecting a contact; determining a contact type of the detected contact; and the network router routing the detected contact to an the selected automatic contact distributor of the plurality of automatic contact distributors that provided a largest one of the respective largest relative occupancy difference for the determined contact type among the plurality of automatic contact distributors. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. An apparatus for routing a contact with a client to one of a plurality of automatic contact distributors, each having a plurality of agents, by a network router, such apparatus comprising:
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means for determining by each respective automatic contact distributor of the plurality of automatic contact distributors a largest respective relative occupancy difference among the plurality of agents of the automatic contact distributor for each contact type processed by the respective automatic contact distributor; means within each of the plurality of automatic contact distributors for transferring the determined, largest relative occupancy difference for each contact type to the network router; means for comparing the respective transferred largest relative occupancy difference from each respective contact distributor for each respective control type to each other to identify a selected contact distributor with a highest transferred relative occupancy difference for each contact type to identify for each respective contact type a respective selected automatic contact distributor of the plurality of automatic contact distributors that has a highest difference for the respective contact type; means for detecting a contact; means for determining a contact type of the detected contact; and means within the network router for routing the detected contact to the selected automatic contact distributor of the plurality of automatic contact distributors that provided a largest one of the respective largest relative differences for the determined contact type among the plurality of automatic contact distributors. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29)
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30. An apparatus for routing a contact with a client to one of a plurality of automatic contact distributors, each having a plurality of agents, by a network router, such apparatus comprising:
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an enterprise server of each respective automatic contact distributor of the plurality of automatic contact distributors, each enterprise serves respective determining a respective largest relative occupancy difference among the plurality of agents of the respective automatic contact distributor for each contact type processed by the respective automatic contact distributor; a communication processor of each enterprise server of the plurality of automatic contact distributors that is adapted to transfer the determined, largest relative difference for each contact type of each respective automotive contact distributor to the network router wherein the network router compares the respective transferred largest relative occupancy difference from each respective contact distributor for each respective control type to each other to identify a selected contact distributor with a highest transferred relative occupancy difference for each contact type to identify for each respective contact type a respective selected automatic contact distributor of the plurality of automatic contact distributors that has a highest difference for the respective contact type; a load balancing system that detects a contact and that determines a contact type of the detected contact; and the network router within the load balancing system that routes the detected contact to the selected automatic contact distributor of the plurality of automatic contact distributors that provided a largest one of the respective largest relative occupancy difference for the determined contact type among the plurality of automatic contact distributors. - View Dependent Claims (31, 32, 33, 34, 35)
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36. A method of routing contacts from a gateway with the public switched telephone network to an agent of one of a plurality of automatic contact distributor, such method comprising the steps of:
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determining by each respective automatic contact distributor of the plurality of automatic contact distributors a respective largest relative deviation between a target occupancy and an actual occupancy for each agent of the respective automatic contact distributor and for each contact type processed by the respective automatic contact distributor; transferring a value of the respective determined largest relative difference for each respective contact type to a network router by each of the plurality of automatic contact distributors along with an identifier of the respective automatic contact distributor and the respective contact type; comparing the respective transferred largest relative occupancy difference from each respective contact distributor for each respective control type to each other to identify a selected contact distributor with a highest transferred relative occupancy difference for each contact type to identify for each respective contact type a respective selected automatic contact distributor of the plurality of automatic contact distributors that has a highest difference for the respective contact type; the network router detecting a contact arriving at the gateway; the network router determining a contact type of the detected contact from contact associated information; and the network router routing the detected contact to the selected automatic contact distributor of the plurality of automatic contact distributors with a largest of the transferred values for that contact type among the plurality of automatic contact distributors.
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Specification