公开(公告)号：US20060153356A1

公开(公告)日：2006-07-13

申请号：US11033638

申请日：2005-01-13

申请人： Michael Sisselman ,  Ward Whitt

发明人： Michael Sisselman ,  Ward Whitt

IPC分类号： H04M3/00

CPC分类号： H04M3/5233

摘要： A new routing protocol for routing service requests in a contact center is provided that takes into account agent preferences. Agents identify their preferences for handling particular types of service requests. The routing protocol takes account of those preferences while still routing calls in a systematic, coordinated and efficient manner. Additionally, management may communicate incentives dynamically to agents to incentivize agents to change their preferences in ways that corresponds to management priorities. Management may further influence routing by adjusting management preferences, which may be taken into account along with agent preferences when routing calls. By incorporating agent preferences in the routing scheme, agents are given more control over their work, thus tending to increase job satisfaction and therefore agent retention and contact-center performance.

摘要翻译： 提供了一种用于在联络中心中路由服务请求的新路由协议，其考虑到代理偏好。 代理识别其处理特定类型的服务请求的偏好。 路由协议考虑到这些偏好，同时仍然以系统，协调和有效的方式路由呼叫。 此外，管理层可以动态地向代理人传达激励措施，以激励代理人以与管理优先级相对应的方式改变其偏好。 管理可以通过调整管理偏好来进一步影响路由，这可以在路由呼叫时与代理偏好一起被考虑。 通过将代理偏好纳入路由方案中，代理人对其工作进行更多的控制，从而提高工作满意度，从而提高代理保留率和联络中心绩效。

公开(公告)号：US5719854A

公开(公告)日：1998-02-17

申请号：US628305

申请日：1996-04-05

申请人： Gagan Lal Choudhury ,  Kin K. Leung ,  Ward Whitt

发明人： Gagan Lal Choudhury ,  Kin K. Leung ,  Ward Whitt

IPC分类号： H04M3/36 ,  G06F9/46 ,  G06F9/50 ,  H04L12/56 ,  H04M3/00 ,  H04Q3/00 ,  H04Q3/545 ,  H04Q3/66 ,  H04Q11/04 ,  H04J3/12

CPC分类号： H04Q11/0478 ,  G06F9/5027 ,  G06F9/505 ,  H04L12/5602 ,  H04Q3/66 ,  G06F2209/504 ,  G06F2209/508 ,  H04L2012/5632 ,  H04L2012/5679 ,  H04Q2213/13095 ,  H04Q2213/13145 ,  H04Q2213/13164 ,  H04Q2213/13166 ,  H04Q2213/13332 ,  H04Q2213/13344 ,  Y02B60/142

摘要： Techniques for (a) controlling admission of customers to a shared resource, (b) adjusting the capacity of a resource in light of new customer demand, and (c) diverting usage from a failed resource to alternative resources, each use a "blocking probability computer" (BPC) to solve a resource-sharing model that has a product-form steady-state distribution. The techniques allow each customer to obtain an appropriate grade of service and protection against overloads from other customers. Each customer is a source of a series of requests, and is assigned "upper-limit" (UL) and "guaranteed-minimum" (GM) "bounds" on its requests. The upper limit bound puts an upper limit on the number of requests from that customer that can be in service at any time. The guaranteed-minimum bound guarantees that there will always be available resource units in the resources to serve a specified number of requests from that customer. The desired blocking probabilities are directly expressed in terms of normalization constants appearing in the product-form steady-state distribution. The BPC computes the normalization constants by first constructing the generating function (or z-transform) of the normalizing constant and then numerically inverting the generating function.

摘要翻译： 技术用于（a）控制客户对共享资源的接纳，（b）根据新的客户需求来调整资源的能力，以及（c）将故障资源的使用转移到替代资源，每种都使用“阻塞概率 计算机“（BPC）来解决具有产品形态稳态分布的资源共享模型。 这些技术允许每个客户获得适当的服务等级并防止其他客户的超载。 每个客户是一系列请求的来源，并在其请求上被分配“上限”（UL）和“保证最小”（GM）“边界。 上限限制可以在任何时候可以使用的客户的请求数量上限。 保证最小限度保证在资源中始终有可用的资源单元来服务于该客户的指定数量的请求。 期望的阻塞概率直接表示为产品形态稳态分布中出现的归一化常数。 BPC通过首先构建归一化常数的生成函数（或z变换）然后数字反转生成函数来计算归一化常数。

公开(公告)号：US5923873A

公开(公告)日：1999-07-13

申请号：US580264

申请日：1995-12-28

申请人： William A. Massey ,  Ward Whitt

发明人： William A. Massey ,  Ward Whitt

IPC分类号： G06F19/00 ,  G06F9/50 ,  G06Q40/00 ,  G06Q50/00 ,  G06F9/00

CPC分类号： G06F9/50 ,  G06F2209/5019

摘要： A method determines the number of servers as a function of time required for a finite server queueing system based on a projected load. The number of servers is chosen subject to the constraint that the probability of delay before beginning service does not exceed a target probability at all times. The finite server queueing system is first advantageously modeled as an infinite-server system and the mean and variance of the number of busy servers at time t is determined and a distribution is approximated. For any time, the number of servers is chosen to be the least number so that the probability that these are all busy is less than the target probability. As an optional refinement, the infinite server target tail probability is then related to the actual delay probability in the finite server system.

摘要翻译： 一种方法根据预计的负载确定服务器数量作为有限服务器排队系统所需时间的函数。 选择服务器的数量受限于开始服务之前的延迟概率始终不超过目标概率。 有限服务器排队系统首先被有利地建模为无限服务器系统，并且确定在时间t的繁忙服务器的数量的均值和方差，并且近似分布。 任何时候，服务器的数量被选择为最小的数量，以便这些都是忙的概率小于目标概率。 作为可选的细化，无限服务器目标尾部概率与有限服务器系统中的实际延迟概率相关。

公开(公告)号：US5805681A

公开(公告)日：1998-09-08

申请号：US732961

申请日：1996-10-17

申请人： Rayadurgam Srikant ,  Ward Whitt

发明人： Rayadurgam Srikant ,  Ward Whitt

IPC分类号： H04Q3/00 ,  H04Q3/66 ,  H04M15/00

CPC分类号： H04Q3/665 ,  H04Q3/0062 ,  H04Q2213/1305 ,  H04Q2213/13056 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/13164 ,  H04Q2213/13166 ,  H04Q2213/13299 ,  H04Q2213/13335

摘要： A system for, and method of operation of, estimating a blocking probability for at least a portion of a network and a model of the same are provided. The blocking probability represents a likelihood that a transmitted signal will arrive at least at the portion of the network. The system includes an estimator controller and a processing controller. The estimator controller derives both a direct and an indirect estimator. The direct controller is derived as a function of a number of losses and arrivals occurring with respect to at least the portion of the network during a period of time, and the indirect estimator is derived as a function of an offered load with respect to at least the portion of the network during the period of time. The processing controller, that is associated with the estimator controller, applies a weighting factor to the direct and indirect estimators to derive the blocking probability. The weighting factor minimizes variance of combined estimates.

摘要翻译： 提供了用于估计网络的至少一部分和其模型的阻塞概率的系统和操作方法。 阻塞概率表示传输信号至少在网络部分到达的可能性。 该系统包括估计器控制器和处理控制器。 估计器控制器导出直接和间接估计。 直接控制器是根据在一段时间内相对于网络的至少一部分发生的损失和到达数量的函数导出的，并且间接估计器是相对于至少相对于提供的负载的函数导出的 网络部分时间段内。 与估计器控制器相关联的处理控制器将加权因子应用于直接和间接估计器以导出阻塞概率。 权重因子最小化组合估计的方差。

公开(公告)号：US6160818A

公开(公告)日：2000-12-12

申请号：US895641

申请日：1997-07-17

申请人： Arthur W. Berger ,  Ward Whitt

发明人： Arthur W. Berger ,  Ward Whitt

IPC分类号： H04Q3/00 ,  H04L12/56 ,  H04Q11/04 ,  H04J3/16 ,  G01R31/08

CPC分类号： H04L12/5602 ,  H04L2012/5632 ,  H04Q11/0478

摘要： A method is provided for admitting new requests for service in a shared resource having a capacity. The new request has service priority levels associated therewith. In one embodiment of the invention, for example, the shared resource may be a packet communications network and the service request may be a request to admit a new connection. The method proceeds as follows. First, for each service priority level on said shared resource, a total effective bandwidth is generated which is represented by a sum of individual effective bandwidths of previously admitted requests for service. Subsequent to receiving a new request for service having a specified priority of service level, a plurality of effective bandwidths are accessed for the new request. The plurality of effective bandwidths are respectively associated with the specified service priority level and service priority levels therebelow. The new request is admitted if, for the specified service priority level and for each service priority level therebelow, the sum of (i) said total effective bandwidth for a given service priority level and (ii) for said new request, the effective bandwidth at the given service priority is less than the capacity.

摘要翻译： 提供了一种用于在具有容量的共享资源中接纳新的服务请求的方法。 新请求具有与其相关联的服务优先级。 在本发明的一个实施例中，例如，共享资源可以是分组通信网络，并且服务请求可以是允许新连接的请求。 该方法进行如下。 首先，对于所述共享资源上的每个服务优先级，生成总有效带宽，其由先前允许的服务请求的各个有效带宽的总和表示。 在接收到具有服务级别的指定优先级的新的服务请求之后，针对新请求访问多个有效带宽。 多个有效带宽分别与指定的服务优先级和服务优先级相关联。 如果对于指定的服务优先级和对于其中的每个服务优先级来说，对于给定服务优先级的（i）所述总有效带宽和（ii）对于所述新请求的总有效带宽的总和，则新请求被允许， 给定的服务优先级小于容量。

公开(公告)号：US20060182258A1

公开(公告)日：2006-08-17

申请号：US11057174

申请日：2005-02-15

申请人： Michael Sisselman ,  Ward Whitt

发明人： Michael Sisselman ,  Ward Whitt

IPC分类号： H04M3/00

CPC分类号： H04M3/5175 ,  H04M2203/403

摘要： A new routing protocol for routing service requests in a contact center is provided that takes into account the results of games played by the agents and the game actions of the agents. The system communicates the game to the agent. Agents in turn select game actions. The results of the agent games and the agent actions in these games help determine which agents handle the different types of service requests. The routing protocol takes account of those game results and actions while still routing calls in a systematic, coordinated and efficient manner. Additionally, by dynamically restructuring the game, management may communicate incentives dynamically to agents to incentivize agents to change their game actions in ways that lead to call routing following management priorities. Management may further influence routing by adjusting management preferences, which may be taken into account along with agent game results and game actions when routing calls. By incorporating agent game results and game actions in the routing scheme, agents are engaged and entertained, so that their work is less boring and monotonous. The agents are also given more control over their work, thus tending to increase job satisfaction and therefore agent retention and contact-center performance.

摘要翻译： 提供了一种用于在联络中心路由服务请求的新的路由协议，其考虑了代理所执行的游戏的结果以及代理的游戏动作。 系统将游戏传达给代理。 代理商又选择游戏动作。 代理游戏的结果和这些游戏中的代理操作有助于确定哪些代理处理不同类型的服务请求。 路由协议考虑到这些游戏结果和动作，同时仍然以系统，协调和有效的方式路由呼叫。 此外，通过动态地重组游戏，管理层可以动态地向代理人传达激励，以激励代理人以管理优先级之后的导致呼叫路由的方式来改变其游戏动作。 管理可以通过调整管理偏好来进一步影响路由，这可以在路由呼叫时与代理游戏结果和游戏动作一起被考虑。 通过将代理游戏结果和游戏动作结合在路由方案中，代理人被接受和娱乐，使得他们的工作不那么无聊和单调。 这些代理人也对其工作进行了更多的控制，从而提高了工作满意度，从而提高了代理保留率和联络中心绩效。

公开(公告)号：US6023681A

公开(公告)日：2000-02-08

申请号：US908042

申请日：1997-08-11

申请人： Ward Whitt

发明人： Ward Whitt

IPC分类号： G06F13/00 ,  G06F19/00 ,  G06Q10/06 ,  G06Q30/02 ,  H04M3/523 ,  G06F17/00

CPC分类号： G06Q10/06 ,  G06Q10/0631 ,  G06Q10/06315 ,  G06Q10/0639 ,  G06Q30/0201 ,  H04M3/523 ,  H04M3/5238

摘要： Apparatus and method for predicting wait times for queuing customers. Upon arrival of a new customer to the queue, or at any other desired time, a system classifies each customer in service according to one or more attributes. The system generates a probability distribution of the remaining service time for each customer based on the attributes. Preferably, the system classifies each customer in queue according to one or more attributes and generates a probability distribution of service time based on the attributes. From the probability distributions of the customers in service and the customers in queue, the system estimates a wait time for the new customer. The estimated wait time may be communicated to the customers or to a system administrator and may include information on the full waiting time distribution or a summary of the distribution.

摘要翻译： 用于预测排队客户的等待时间的装置和方法。 在新客户到达队列或任何其他期望的时间时，系统根据一个或多个属性来对服务中的每个客户进行分类。 系统基于属性生成每个客户剩余服务时间的概率分布。 优选地，系统根据一个或多个属性对每个客户进行队列分类，并且基于属性生成服务时间的概率分布。 从服务中的客户和队列中的客户的概率分布，系统估计新客户的等待时间。 估计的等待时间可以传达给客户或系统管理员，并且可以包括关于完整等待时间分布的信息或分发的总结。

公开(公告)号：US5878026A

公开(公告)日：1999-03-02

申请号：US751806

申请日：1996-11-19

申请人： Albert Gordon Greenberg ,  Rayadurgam Srikant ,  Ward Whitt

发明人： Albert Gordon Greenberg ,  Rayadurgam Srikant ,  Ward Whitt

IPC分类号： H04M3/42 ,  H04L12/56 ,  H04M3/00 ,  H04Q11/04 ,  H04J3/14

CPC分类号： H04Q11/0478 ,  H04L2012/563 ,  H04L2012/5632 ,  H04Q2213/1307 ,  H04Q2213/13204 ,  H04Q2213/13209 ,  H04Q2213/13335 ,  H04Q2213/13337 ,  H04Q2213/13348

摘要： Because it is difficult to provide adequate quality of service to large-bandwidth calls in integrated-services networks, service providers may allow some customers to book ahead their calls. The present invention provides a scheme resource sharing among book-ahead calls (that announce their call initiation and holding times upon arrival) and non-book-ahead calls (that do not announce their holding times and enter service immediately, if admitted). The basis for this sharing is an admission control algorithm in which admission is allowed if an approximate interrupt probability (computed in real time) is below a threshold. Simulation experiments show that the proposed admission control methodology is superior to alternative schemes that do not allow interruption, such as a strict partitioning of resources.

摘要翻译： 由于难以为集成服务网络中的大带宽呼叫提供足够的服务质量，因此服务提供商可能会允许一些客户提前预订电话。 本发明提供了在提前呼叫（其到达之后宣布呼叫启动和保持时间）和非预提呼叫（如果被允许的情况下不公布其保持时间并立即进入服务）的方案资源共享。 该共享的基础是允许控制算法，其中如果近似中断概率（实时计算）低于阈值，则允许准入。 仿真实验表明，所提出的准入控制方法优于不允许中断的替代方案，如严格划分资源。

公开(公告)号：US5274644A

公开(公告)日：1993-12-28

申请号：US788075

申请日：1991-11-05

申请人： Arthur W. Berger ,  Rodolfo A. Milito ,  Ward Whitt

发明人： Arthur W. Berger ,  Rodolfo A. Milito ,  Ward Whitt

IPC分类号： H04L12/56 ,  H04Q11/04 ,  H04J3/16

CPC分类号： H04L12/5602 ,  H04Q11/0478 ,  H04L2012/5632 ,  H04L2012/5635 ,  H04L2012/5637 ,  H04L2012/5638 ,  H04L2012/5651 ,  H04L2012/5672

摘要： A fair and efficient admission scheme enables sharing of a common resource among N traffic classes, such that each class is guaranteed (on a suitable long-term basis) a contracted minimum use of the resource, and each class can go beyond the contract when extra resource capacity becomes temporarily available. The scheme operates in an open loop mode, and thus does not require information describing the current status of the resource. For the purposes of description, one form of the invention is best described in terms of "tokens" and "token banks" with finite sizes. Our scheme uses one token bank per class (bank `i`, i= 1, . . . ,N), plus one spare bank. Class `i` is preassigned a rate, rate(i), i=1, . . . ,N, that represents the "guaranteed throughput" or contracted admission rate for class `i`. Tokens are sent to bank `i` at rate(i). Tokens that find a full bank are sent to the spare bank. When the spare bank is also full, the token is lost. Every admitted arrival consumes a token. A class `i` arrival looks first for a token at bank `i`. If bank `i` is empty, it looks for a token at the spare bank. If the latter is also empty, the arrival is blocked.

摘要翻译： 公平有效的入学计划能够在N个交通班之间共享一个共同资源，使得每个班级都有合理的最低限度使用资源，保证每个班级（在适当的长期基础上），每个班级可以超出合同额外 资源容量暂时可用。 该方案以开环模式运行，因此不需要描述资源的当前状态的信息。 为了描述的目的，本发明的一种形式最好用具有有限尺寸的“令牌”和“令牌库”来描述。 我们的方案每个类使用一个令牌库（银行i，i = 1，...，N），加上一个备用银行。 类'i'被预先分配一个费率，（i），i = 1。 。 。 ，N表示“i”类的“保证吞吐量”或合同录取率。 令牌以（i）的速率发送到银行i。 找到一个完整银行的令牌被发送到备用银行。 当备用银行也已满时，令牌将丢失。 每一次入场消费都会消耗一个令牌。 班级“我”到达首先在银行“i”上出现一个令牌。 如果银行“我”是空的，它会在备用银行寻找一个令牌。 如果后者也是空的，到达被阻止。

公开(公告)号：US06987848B1

公开(公告)日：2006-01-17

申请号：US10026114

申请日：2001-12-22

申请人： Gagan L. Choudhury ,  Alan Edward Kaplan ,  David John Poole ,  Vaidyanathan Ramaswami ,  Ward Whitt

发明人： Gagan L. Choudhury ,  Alan Edward Kaplan ,  David John Poole ,  Vaidyanathan Ramaswami ,  Ward Whitt

IPC分类号： H04M3/42 ,  H04M7/00 ,  H04M15/00

CPC分类号： H04M3/367 ,  H04L12/2856 ,  H04L12/2874 ,  H04L47/10 ,  H04L47/11 ,  H04L47/14 ,  H04L47/15 ,  H04L47/70 ,  H04L47/724 ,  H04L47/745 ,  H04L47/801 ,  H04L47/822 ,  H04L47/823 ,  H04M7/122

摘要： A method for alleviating congestion problems in prior art networks delays provision of dial tone signals to terminals that are, likely, carrying out a re-dial attempt in excess of a preselected number of re-dial attempts. A determination that the terminal seeking to establish a connection is likely carrying out a re-dial attempt may be based on numerous factors, such as the time since the last time the terminal desired to establish a call, the duration of the last call, etc. The delay that is imposed is, advantageously, sensitive to the number of times the terminal has attempted a re-dial, and on other conditions, such as the cause of the failure to establish a connection, network congestion conditions, etc. In imposing the dial tone delay, identities of the terminals that are to receive a delayed dial tone are placed in a FIFO queue.

摘要翻译： 用于减轻现有技术网络中的拥塞问题的方法延迟向可能执行超过预先选择的重拨尝试次数的重拨尝试的终端提供拨号音信号。 寻求建立连接的终端可能进行重拨尝试的确定可以基于许多因素，诸如从终端希望建立呼叫的最后时间起的时间，最后呼叫的持续时间等 所施加的延迟有利地是对终端尝试再次拨号的次数以及在诸如建立连接的失败原因，网络拥塞状况等的其他情况下的敏感性。在强加 拨号音延迟，要接收延迟拨号音的终端的标识被放置在FIFO队列中。