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    Real-time transaction routing augmented with forecast data and agent schedules
    1.
    发明授权
    Real-time transaction routing augmented with forecast data and agent schedules 有权
    实时交易路由增加了预测数据和代理计划

    公开(公告)号：US06744878B1

    公开(公告)日：2004-06-01

    申请号：US09517221

    申请日：2000-03-02

    申请人： Edward Komissarchik ,  Kevin McPartlan ,  Lauren O'Brien ,  Gary Lee Sorensen

    发明人： Edward Komissarchik ,  Kevin McPartlan ,  Lauren O'Brien ,  Gary Lee Sorensen

    IPC分类号： H04M300

    CPC分类号： H04M3/5237 ,  H04M3/5232 ,  H04M3/5234 ,  H04M3/5238

    摘要： A method and apparatus are provided for performing real-time transaction routing augmented with forecast data and agent schedules. According to one aspect of the present invention, transactions are distributed among multiple transaction processing systems using both scheduled and actual handling resources. Actual handling resources associated with each of the transaction processing systems, such as automatic call distributors (ACDs), is measured at time t. Scheduled handling resources associated with each of the transaction processing systems for time t are also are identified. Then, estimated handling resources are calculated for each of the transaction processing systems for time t+n based upon the actual handling resources and the scheduled handling resources. Based upon the estimated handling resources, transaction allocations for each of the transaction processing systems is determined. Finally, responsive to a routing query from a network interface, a routing decision is communicated to the network interface based upon the transaction allocations. According to another aspect of the present invention, a virtual call center is provided. The virtual call center includes a wide area network (WAN), multiple call centers coupled to the WAN, and a transaction routing controller coupled to the WAN. Each of the call centers includes a transaction processing system. The transaction routing controller is configured to calculate allocation percentages for each of the call centers based upon scheduled staffing levels and actual staffing level information received from the transaction processing systems. The transaction routing controller is additionally configured to load balance incoming calls according to the allocation percentages.

    摘要翻译： 提供了一种用于执行用预测数据和代理程序增加的实时事务路由的方法和装置。 根据本发明的一个方面，使用调度和实际处理资源在多个事务处理系统之间分配事务。 在时间t测量与每个交易处理系统（例如自动呼叫分配器（ACD））相关联的实际处理资源。 还识别与时间t的每个交易处理系统相关联的计划处理资源。 然后，基于实际的处理资源和调度的处理资源，针对时间t + n的每个事务处理系统计算估计的处理资源。 基于估计的处理资源，确定每个交易处理系统的交易分配。 最后，响应于来自网络接口的路由查询，基于事务分配将路由决定传送到网络接口。 根据本发明的另一方面，提供一种虚拟呼叫中心。 虚拟呼叫中心包括广域网（WAN），耦合到WAN的多个呼叫中心以及耦合到WAN的事务路由控制器。 每个呼叫中​​心包括交易处理系统。 交易路由控制器被配置为基于从交易处理系统接收的预定人员配置级别和实际人员配置级别信息来计算每个呼叫中​​心的分配百分比。 交易路由控制器还被配置为根据分配百分比负载平衡来电。

    Staffing-based percentage-allocation routing using real-time data
    5.
    发明授权
    Staffing-based percentage-allocation routing using real-time data 有权
    基于人员配置的百分比路由使用实时数据

    公开(公告)号：US06584191B1

    公开(公告)日：2003-06-24

    申请号：US09384789

    申请日：1999-08-27

    申请人： Kevin McPartlan ,  Edward Komissarchik ,  Lauren O'Brien ,  Robert Hayes ,  Katherine McElroy ,  John Rafter ,  Gary Sorensen ,  David Glassman

    发明人： Kevin McPartlan ,  Edward Komissarchik ,  Lauren O'Brien ,  Robert Hayes ,  Katherine McElroy ,  John Rafter ,  Gary Sorensen ,  David Glassman

    IPC分类号： H04M300

    CPC分类号： H04M3/5232 ,  H04M3/5238

    摘要： A method and apparatus are provided for performing staffing-based percentage-allocation routing using real-time data. According to one aspect of the present invention, transaction allocation is determined using both scheduled and actual handling resources. Actual handling resources associated with each of several transaction processing systems, such as automatic call distributors (ACDs), are measured at times t and t+n. Scheduled handling resources associated with each of the transaction processing systems for times t and t+n are also identified. Then, estimated handling resources are calculated for each of the transaction processing systems for time t+n based upon the actual handling resources and the scheduled handling resources. Finally, based upon the estimated handling resources, transaction allocations for each of the transaction processing systems are determined. According to another aspect of the present invention, a virtual call center is provided. The virtual call center includes a wide area network (WAN), multiple call centers coupled to the WAN, and an allocation controller coupled to the WAN. Each of the call centers includes a transaction processing system. The allocation controller is configured to calculate allocation sets for one or more forecast periods based upon scheduled staffing levels and actual staffing level information received from the transaction processing systems. The allocation sets include percent allocations for each of the transaction processing systems. The allocation controller is additionally configured to balance call distribution among the transaction processing systems by uploading the allocation sets to an inter-exchange carrier interface.

    摘要翻译： 提供一种用于使用实时数据执行基于人员配置的百分比分配路由的方法和装置。 根据本发明的一个方面，使用预定和实际处理资源来确定事务分配。 在时间t和t + n处测量与诸如自动呼叫分配器（ACD）的几个交易处理系统中的每一个相关联的实际处理资源。 还识别与时间t和t + n的每个事务处理系统相关联的计划处理资源。 然后，基于实际的处理资源和调度的处理资源，针对时间t + n的每个事务处理系统计算估计的处理资源。 最后，基于估计的处理资源，确定每个交易处理系统的交易分配。 根据本发明的另一方面，提供一种虚拟呼叫中心。 虚拟呼叫中心包括广域网（WAN），耦合到WAN的多个呼叫中心以及耦合到WAN的分配控制器。 每个呼叫中​​心包括交易处理系统。 分配控制器被配置为基于从事务处理系统接收到的预定人员配置级别和实际人员配置级别信息来计算一个或多个预测周期的分配集。 分配集包括每个事务处理系统的百分比分配。 分配控制器还被配置为通过将分配集上传到交换机之间的载体接口来平衡事务处理系统中的呼叫分配。