Distributing transactions among transaction processing systems

• US 8,457,297 B2
• Filed: 12/30/2005
• Issued: 06/04/2013
• Est. Priority Date: 12/30/2005
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Aspect Software Incorporated
• Inventors: Hansen, John
• Primary Examiner(s): Nguyen, Duc
• Assistant Examiner(s): GAY, SONIA L
• Application Number:
  US11/322,355
• Publication Number:
  US 20070153996A1
• Time in Patent Office: 2,713 Days
• Field of Search: 379/265.02, 379/266.05, 379/266.08, 379/219, 713/201, 705/7.12
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A method and system to distribute transactions among a plurality of transaction processing systems is described herein. The method includes automatically receiving data from a first transaction processing system; identifying scheduled handling resources for each of the transaction processing systems for a first time interval based on the data from each transaction processing system; determining transaction allocations for each of the transaction processing systems based upon generated forecast data; and distributing transactions among the plurality of transaction processing systems by producing routing decisions based upon the determined transaction allocations and the scheduled handling resources.

Claims

1. A method of distributing transactions among a plurality of transaction processing systems, the method comprising:

automatically receiving schedule data from a first transaction processing system;

mapping the schedule data to corresponding schedule data of a second transaction processing system and mapping a resource group associated with the first transaction processing system to a corresponding resource group of the second transaction processing system to match up corresponding data of the resource groups;

identifying scheduled handling resources for each of the transaction processing systems for a first time interval based on the schedule data from each of the transaction processing systems;

determining transaction allocations for the first time interval for each of the transaction processing systems based upon generated forecast data; and

distributing transactions among the plurality of transaction processing systems for the first time interval by producing routing decisions based upon the determined transaction allocations and the scheduled handling resources such that both fixed amount allocations and percentage allocations for the first time interval are specified for the determined transaction allocations, and the fixed amount allocations are given priority and the percentage allocations are used to distribute any transactions remaining after the fixed amount allocations have been distributed.

2. The method of claim 1, wherein determining transaction allocations comprises determining a percent of transactions to be allocated to each of the transaction processing systems.

3. The method of claim 1, further comprising:

receiving from the first transaction processing system mapping information including a first key, a first transaction processing system site ID, and a resource group associated with the first key; and

storing the mapping information, including the first key.

4. The method of claim 3, further comprising:

upon receipt of the schedule data from the first transaction processing system, validating the schedule data including;

receiving a second key along with the schedule data of the first transaction processing system; and

comparing the first key with the second key and validating the schedule data if the keys match and discarding the data if the keys do not match.

5. The method of claim 1, further comprising:

receiving schedule data from a plurality of transaction processing systems and wherein any resource group that has a fixed number of transaction specified is assigned at least the fixed number of transaction unless there are not enough transactions to distribute all the fixed amount allocations, and if there is not enough transactions to distribute then the transactions are distributed in proportion to the fixed number.

6. The method of claim 1, further comprising:

tallying the schedule data from each of the transaction processing systems for the first time interval.

7. The method of claim 1, further comprising:

scheduling receipt of updated schedule data from each of the transaction processing systems at a periodic time interval.

8. The method claim 4, further comprising:

at least one of converting the received schedule data of the first transaction processing system to a same time zone of the second transaction processing system and converting the received schedule data of the first transaction processing system to the same time interval as the second transaction processing system.

9. The method claim 4, further comprising:

transforming schedule data from an output data format to an input data format.

10. The method of claim 1, further comprising:

determining call rate capacities based upon the generated forecast data and at least one selected from a group including desired service level, cost constraints, and historical data

wherein determining transaction allocations includes determining transaction allocations for each of the transaction processing systems based upon the call rate capacities.

11. The method of claim 10, further comprising adjusting the call rate capacities for direct traffic to each of the transaction processing systems, and distributing transactions comprises applying the call rate capacities.

12. The method of claim 1, wherein the transactions comprise telephone calls and wherein each of the transaction processing systems comprise automatic call distributors.

13. The method of claim 1, wherein the transactions are received over the Internet and wherein each of the transaction processing systems comprises a web server.

14. The method of claim 13, wherein distributing transactions comprises taking into account user-defined, fixed allocation percentages associated with one or more of the transaction processing systems.

15. The method of claim 1, wherein determining transaction allocations for the first time interval for each of the transaction processing systems if further based upon an allocation agreement between a vendor and a client associated with the first transaction processing system.

16. The method of claim 15, further comprising automatically receiving transaction quality metrics of the client from the first transaction processing system.

17. The method of claim 16, further comprising distributing transactions among the plurality of transaction processing systems for the first time interval further based upon the transaction quality metrics.

18. The method of claim 15, further comprising adjusting the transaction allocations based upon at least one selected from a group including the transaction quality metrics, updated forecast data, the determined transaction allocations, the allocation agreement, and the scheduled handling resources.

19. A virtual transaction processing center comprising:

an interface to automatically receive schedule data from a first transaction processing system;

a mapping server to map the schedule data of the first transaction processing system to schedule data of a second transaction processing system; and

a transaction routing controller;

to identify scheduled handling resources for each of the transaction processing systems for a first time interval based on the schedule data from each of the transaction processing systems;

to determine transaction allocations for the first time interval for each of the transaction processing systems based upon generated forecast data; and

to distribute transactions among the plurality of transaction processing systems for the first time interval by producing routing decisions based upon the determined transaction allocations and the scheduled handling resources such that both fixed amount allocations and percentage allocations for the first time interval are specified for the determined transaction allocations, and the fixed amount allocations are given priority and the percentage allocations are used to distribute any transactions remaining after the fixed amount allocations have been distributed.

20. The virtual transaction processing center of claim 19, wherein a percent of transactions to be allocated to each of the transaction processing systems is determined to determine transaction allocations.

21. The virtual transaction processing center of claim 20, wherein the transaction routing controller is configured to load balance incoming transactions by generating routing decisions according to the allocation percentages.

22. The virtual transaction processing center of claim 20, wherein the transaction routing controller is configured to load balance incoming transactions by uploading the allocation percentages to an inter-exchange carrier interface.

23. A non-transitory machine-readable medium having stored thereon data representing sequences of instructions, the sequences of instructions, when executed by a machine cause the machine to:

automatically receive schedule data from a first transaction processing system;

map the schedule data to corresponding schedule data of a second transaction processing system;

identify scheduled handling resources for each of the transaction processing systems for a first time interval based on the schedule data from each transaction processing system;

determine transaction allocations for each of the transaction processing systems for the first time interval based upon generated forecast data; and

distribute transactions among the plurality of transaction processing systems by producing routing decisions based upon the determined transaction allocations and the scheduled handling resources such that both fixed amount allocations and percentage allocations for the first time interval are specified for the determined transaction allocations, and the fixed amount allocations are given priority and the percentage allocations are used to distribute any transactions remaining after the fixed amount allocations have been distributed.

24. A virtual transaction processing center to distribute transactions among a plurality of transaction processing systems, the center comprising:

means for automatically receiving schedule data from a first transaction processing system;

means for mapping the schedule data to corresponding schedule data of a second transaction processing system;

means for identifying scheduled handling resources for each of the transaction processing systems for a first time interval based on the schedule data from each of the transaction processing systems;

means for determining transaction allocations for each of the transaction processing systems based upon generated forecast data; and

means for distributing transactions among the plurality of transaction processing systems by producing routing decisions based upon the determined transaction allocations and the scheduled handling resources such that both fixed amount allocations and percentage allocations for the first time interval are specified for the determined transaction allocations, and the fixed amount allocations are given priority and the percentage allocations are used to distribute any transactions remaining after the fixed amount allocations have been distributed.

25. A method of distributing transactions among a plurality of transaction processing systems, the method comprising:

automatically receiving data from a plurality of transaction processing systems;

identifying scheduled handling resources for each of the transaction processing systems for a first time interval based on the data from each of the transaction processing systems;

determining transaction allocations for the first time interval for each of the transaction processing systems based upon generated forecast data; and

distributing transactions among the plurality of transaction processing systems for the first time interval by producing routing decisions based upon the determined transaction allocations and the scheduled handling resources such that both fixed amount allocations and percentage allocations for the first time interval are specified for the determined transaction allocations, and the fixed amount allocations are given priority and the percentage allocations are used to distribute any transactions remaining after the fixed amount allocations have been distributed.

26. The method of claim 25, wherein determining transaction allocations comprises determining a percent of transactions to be allocated to each of the transaction processing systems.

27. The method of claim 25, further comprising mapping the data of a first transaction processing system of the plurality of transaction processing systems to corresponding data of a second transaction processing system of the plurality of transaction processing systems.

28. The method of claim 27, further comprising:

receiving from the first transaction processing system mapping information including a first key, a first transaction processing system site ID, and a resource group associated with the first key; and

storing the mapping information, including the first key.