System and method for optimized and distributed resource management

• US 8,386,639 B1
• Filed: 08/31/2012
• Issued: 02/26/2013
• Est. Priority Date: 01/24/2012
• Status: Active Grant

• Current Assignee: Vonage Business Limited (Telefonaktiebolaget LM Ericsson)
• Original Assignee: NewVoiceMedia Limited (Telefonaktiebolaget LM Ericsson)
• Inventors: Galvin, Brian R.
• Primary Examiner(s): Shin, Kyung H
• Application Number:
  US13/602,048
• Time in Patent Office: 179 Days
• Field of Search: 709/238, 370/270, 370/352, 705/7.14, 705/7.15, 705/7.26, 379/265.1
• US Class Current: 709/238
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A system for optimized and distributed resource management, comprising a plurality of media servers, a statistics server, a historical statistics database, a forecasting engine, a scheduling engine, and an activity manager. The forecasting engine generates a forecast of estimated volume of imperative demand and determines a required volume of contingent demand to be handled based on managing a backlog of contingent demand. The scheduling engine generates a schedule that provides an adequate number of resources to handle the forecasted imperative demand and to handle the required volume of contingent demand over an aggregated time. The activity manager monitors statistical data, compares actual staffing and imperative demand to scheduled staffing and forecasted imperative demand, and determines activity switches needed to reallocate available resources, the activity switches only occurring switched after a configured minimum activity switching time.

Claims

1. A system for optimized and distributed resource management, the system comprising:

a plurality of media servers operating on network-attached computers, each adapted to handle interactions of one or more specific media types;

a statistics server software module operating on a network-attached computer and coupled to the plurality of media servers;

a historical statistics database operating on a network-attached computer and adapted to receive and store statistical data from the statistics server software module;

a forecasting engine software module operating on a network-attached computer;

a scheduling engine software module operating on a network-attached computer; and

an activity manager software module operating on a network-attached computer;

wherein the forecasting engine, using statistical data obtained from either the statistics server or the historical statistics database, or both, generates a forecast comprising an estimated volume of imperative demand for each of a plurality of time increments;

further wherein the forecasting engine, using statistical data obtained from either the statistics server or the historical statistics database, or both, determines a required volume of contingent demand to be handled over the plurality of time increments based at least on managing a backlog of contingent demand;

wherein the scheduling engine, based at least on the forecast of imperative demand and the required volume of contingent demand, generates a schedule that provides an adequate number of resources within each of the plurality of time increments to handle the forecasted imperative demand in each of the plurality of time increments and to handle the required volume of contingent demand over an aggregated time comprising the plurality of time increments; and

wherein the activity manager, during the plurality of time increments, monitors real-time statistical data provided by the statistics server, compares actual staffing and actual imperative demand volumes to scheduled staffing and forecasted imperative demand volumes, and determines a plurality of activity switches needed to reallocate available resources in order to ensure an adequate supply of resources to handle the actual imperative demand, wherein the activity switches are managed such that each resource is only switched after a configured minimum activity switching time.

2. A method for optimized and distributed resource management, the method comprising the steps of:

(a) generating, using a forecasting engine software module operating on a network-attached computer and based on statistical data obtained from either a statistics server coupled to a plurality of media servers or a historical statistics database, a forecast comprising an estimated volume of imperative demand for each of a plurality of time increments;

(b) determining, using the forecasting engine software module, a required volume of contingent demand to be handled over the plurality of time increments based at least on managing a backlog of contingent demand;

(c) generating, using a scheduling engine software module operating on a network-attached computer, a schedule that provides an adequate number of resources within each of the plurality of time increments to handle the forecasted imperative demand in each of the plurality of time increments and to handle the required volume of contingent demand over an aggregated time comprising the plurality of time increments;

(d) monitoring, using an activity manager software module operating on a network-attached computer, real-time statistical data provided by the statistics server during the plurality of time increments;

(e) comparing actual staffing and actual imperative demand volumes to scheduled staffing and forecasted imperative demand volumes; and

(f) determining a plurality of activity switches needed to reallocate available resources in order to ensure an adequate supply of resources to handle the actual imperative demand, wherein the activity switches are managed such that each resource is only switched after a configured minimum activity switching time.