Enterprise-wide occupancy based routing

• US 8,358,774 B2
• Filed: 05/12/2005
• Issued: 01/22/2013
• Est. Priority Date: 05/12/2005
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Aspect Software Incorporated
• Inventors: Laughlin, Judith, Michelson, Mark, Sumner, Roger A.
• Primary Examiner(s): Aubaidi, Rasha Al
• Application Number:
  US11/128,045
• Publication Number:
  US 20060256955A1
• Time in Patent Office: 2,812 Days
• Field of Search: 379/265.01, 379/265.06, 379/266.01, 379/266.07
• US Class Current: 379/266.07
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

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.

Claims

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.

2. The method of routing contacts as in claim 1 wherein the step of determining the largest relative occupancy difference among the agents further comprising ordering the agents of each automatic contact distributor of the plurality of automatic contact distributors based upon a relative value of a difference between target occupancy and actual occupancy of each agent.

3. The method of routing contacts as in claim 1 further comprising transferring an estimate of time until an agent becomes available in an understaffed situation.

4. The method of routing contacts as in claim 1 wherein the step of detecting the contact further comprises an interactive voice response unit receiving a switched circuit contact and detecting contact associated information through a public switch telephone network connection.

5. The method of routing contacts as in claim 4 further comprises the interactive voice response unit detecting client entered routing selection information entered through the switched circuit connection.

6. The method of routing contacts as in claim 5 further comprising the interactive voice response unit transferring the contact associated information and any detected client entered information to the network router.

7. The method of routing contacts as in claim 6 wherein the contact associated information further comprises a telephone number.

8. The method of routing contacts as in claim 7 further comprising the network router determining a destination telephone number for routing the contact based upon the contact associated information and any client entered information.

9. The method of routing contacts as in claim 8 further comprising the network router instructing the interactive voice response unit to re-route the contact to the automatic contact distributor providing the largest relative difference among the plurality of automatic contact distributors for the contact.

10. The method of routing contacts as in claim 1 further comprising defining the contact as an e-mail.

11. The method of routing contacts as in claim 10 further comprising the network router determining a routing destination for the e-mail based upon call associated information of the e-mail.

12. The method of routing contacts as in claim 11 further comprising the network router instructing a web server to re-route the e-mail to the automatic contact distributor providing the largest relative difference among the plurality of automatic contact distributors for the e-mail.

13. The method of routing contacts as in claim 1 further comprising defining the contact as an instant message.

14. The method of routing contacts as in claim 13 further comprising the network router determining a routing destination based upon call associated information of the instant message.

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:

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.

16. The apparatus for routing contacts as in claim 15 wherein the means for determining the largest relative occupancy difference among the agents further comprising means for ordering the agents of each automatic contact distributor of the plurality of automatic contact distributors based upon a relative value of a difference between target occupancy and actual occupancy of each agent.

17. The apparatus for routing contacts as in claim 15 further comprising means for transferring an estimate of time until an agent becomes available in an understaffed situation.

18. The apparatus for routing contacts as in claim 15 wherein the means for detecting the contact further comprises means within an interactive voice response unit for receiving a switched circuit contact and detecting contact associated information through a public switch telephone network connection.

19. The apparatus for routing contacts as in claim 18 further comprises means within the interactive voice response unit detecting client for entering routing selection information entered through the switched circuit connection.

20. The apparatus for routing contacts as in claim 19 further comprising means within the interactive voice response unit for transferring the contact associated information and any detected client entered information to the network router.

21. The apparatus for routing contacts as in claim 20 wherein the contact associated information further comprises a telephone number.

22. The apparatus for routing contacts as in claim 21 further comprising means within the network router for determining a destination telephone number for routing the contact based upon the contact associated information and any client entered information.

23. The apparatus for routing contacts as in claim 22 further comprising means within the network router for instructing the interactive voice response unit to re-route the contact to the automatic contact distributor providing the largest relative difference among the plurality of automatic contact distributors for the contact.

24. The apparatus for routing contacts as in claim 21 further comprising a lookup table within the network router for determining a destination telephone number for routing the contact based upon the contact associated information and any client entered information.

25. The apparatus for routing contacts as in claim 15 further comprising defining the contact as an e-mail.

26. The apparatus for routing contacts as in claim 25 further comprising means within the network router for determining a routing destination for the e-mail based upon call associated information of the e-mail.

27. The apparatus for routing contacts as in claim 26 further comprising means within the network router for instructing an e-mail server to re-route the contact to the automatic contact distributor providing the largest relative difference among the plurality of automatic contact distributors for the e-mail.

28. The apparatus for routing contacts as in claim 15 further comprising defining the contact as an instant message.

29. The apparatus for routing contacts as in claim 28 further comprising means within the network router for determining a routing destination based upon call associated information of the instant message.

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:

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.

31. The apparatus for routing contacts as in claim 30 wherein the enterprise server further comprising an ordering processor that orders the agents of each automatic contact distributor of the plurality of automatic contact distributors based upon a relative value of a difference between target occupancy and actual occupancy of each agent.

32. The apparatus for routing contacts as in claim 30 wherein the load balancing system further comprises an interactive voice response unit for receiving a switched circuit contact and detecting contact associated information through a public switch telephone network connection.

33. The apparatus for routing contacts as in claim 32 wherein the contact associated information further comprises a telephone number.

34. The apparatus for routing contacts as in claim 30 further comprising defining the contact as an e-mail.

35. The apparatus for routing contacts as in claim 30 further comprising defining the contact as an instant message.

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:

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.