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公开(公告)号：US06366668B1
公开(公告)日：2002-04-02
申请号：US09266283
申请日：1999-03-11
申请人： Simon C. Borst , Andrew D. Flockhart , Francis C. Hymus , Eugene P. Mathews , Martin I. Reiman , Judith B. Seery , John Z. Taylor
发明人： Simon C. Borst , Andrew D. Flockhart , Francis C. Hymus , Eugene P. Mathews , Martin I. Reiman , Judith B. Seery , John Z. Taylor
IPC分类号： H04M300
CPC分类号： H04M3/5237 , H04M3/42102 , H04M3/5232
摘要： The alternate destination redirection (ADR) feature (102) of telephone switching systems (101) or an equivalent is used to implement a “post-route” routing architecture having the benefits of a “pre-route” routing architecture in a network ACD (FIG. 1). The ADR feature is administered in the network (100) for individual ACD systems and individual call types at each ACD system to identify another ACD system as an alternative destination for calls of the individual call type rejected by the individual ACD system. The network distributes (302) calls to the plurality of ACD systems (110-112) on a basis (e.g., fixed percentage, round-robin) that does not require the network to know the status of the individual ACD systems. Upon having a call of an individual type routed thereto, an individual ACD system checks (304) the status of the ACD system that is administered as the alternative destination for its rejected calls of the individual type. If it determines that it can provide the better service, the individual ACD system services (314) the call. If it determines that the alternative destination ACD system can provide the better service, the individual ACD system rejects (308) the call, whereupon the network, operating under influence of the ADR feature, releases (310) the connection of the call to the individual ACD system and reroutes (312) the call to the alternative destination ACD system.
摘要翻译： 电话交换系统（101）或等效物的备用目的地重定向（ADR）特征（102）被用于实现具有在网络ACD中的“前路由”路由体系结构的优点的“后路由”路由架构 图。1）。 ADR功能在单个ACD系统的网络（100）和每个ACD系统中的各个呼叫类型中被管理，以将另一个ACD系统识别为由个人ACD系统拒绝的各个呼叫类型的呼叫的替代目的地。 在不需要网络知道各个ACD系统的状态的基础上（例如，固定百分比，循环），网络向多个ACD系统（110-112）分发（302）呼叫。 一旦个人类型的呼叫被传送到其中，个人ACD系统就检查（304）ACD系统的状态，该ACD系统作为其被拒绝的个人呼叫的替代目的地被管理。 如果它确定可以提供更好的服务，个人ACD系统服务（314）呼叫。 如果确定替代目的地ACD系统可以提供更好的服务，则个人ACD系统拒绝（308）呼叫，于是在ADR功能的影响下运行的网络释放（310）呼叫到个体的连接 ACD系统并重新路由（312）到另一个目的地ACD系统的呼叫。
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2.发明授权Rate allocation method and apparatus for optimization of adaptive wireless video streaming 有权用于优化自适应无线视频流的速率分配方法和装置公开(公告)号：US09363814B2
公开(公告)日：2016-06-07
申请号：US14188845
申请日：2014-02-25
申请人： Simon C. Borst , Martin I. Reiman , Vinay Joseph
发明人： Simon C. Borst , Martin I. Reiman , Vinay Joseph
IPC分类号： G06F15/173 , H04W72/04 , H04L29/06 , H04W48/06 , H04W28/22
CPC分类号： H04W72/044 , H04L65/4084 , H04L65/80 , H04W28/22 , H04W48/06
摘要： A method and an apparatus for adaptively allocating available bandwidth for network users. The method is particularly beneficial in improving a viewing experience for mobile devices accessing the network, while also maximizing the number of supported users within the network. An adaptively adjusted control parameter is used in conjunction with a utility function to assign a provisional rate for users entering the network. Based on the assigned provisional rate, the method then admits prospective new network users, if enough free capacity exists to service the new user at the provisional rate.
摘要翻译： 一种用于为网络用户自适应地分配可用带宽的方法和装置。 该方法在改善访问网络的移动设备的观看体验方面特别有利，同时还使网络中受支持的用户的数量最大化。 一个自适应调整的控制参数与效用函数结合使用，为进入网络的用户分配临时速率。 根据分配的临时速率，该方法接受潜在的新网络用户，如果有足够的可用容量以临时速率为新用户提供服务。
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公开(公告)号：US06052460A
公开(公告)日：2000-04-18
申请号：US992837
申请日：1997-12-17
CPC分类号： H04M3/5233
摘要： In a skills-based ACD, an agent is selected to handle a call based on which available agent's handling of the call will produce the least deviation from the agent's target performance criteria, and a call is selected for handling by an agent based on which available call's handling will produce the least deviation from the agent's target performance criteria. Illustrative target performance criteria include target per-agent per-skill skill work time to staff time ratios. Moreover, the selected call is left waiting and the selected agent is left idle if handling of the call by the agent would increase deviation from the agent's target performance criteria. This serves to equalize the levels of service given to small skills (those staffed with few agents) and large skills (those staffed with many agents).
摘要翻译： 在基于技能的ACD中，选择代理来处理呼叫，基于哪个可用代理对呼叫的处理将产生与代理的目标性能标准的最小偏差，并且基于哪个可用的代理选择呼叫来处理代理 呼叫处理将产生与代理目标性能标准的最小偏差。 说明性目标绩效标准包括每位代理人每技能技能工作时间与员工时间比率的目标。 此外，如果处理代理人的呼叫将增加与代理的目标性能标准的偏差，所选择的呼叫将保持等待并且所选择的代理处于空闲状态。 这有助于平衡给予小技能的服务水平（那些人员少的人员）和大量技能（有许多代理人员的人员）。
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4.发明授权System for automatically routing calls to call center agents in an agent surplus condition based on delay probabilities 有权用于基于延迟概率在代理剩余条件下自动将呼叫路由到呼叫中心代理的系统公开(公告)号：US06510221B1
公开(公告)日：2003-01-21
申请号：US09456092
申请日：1999-12-06
IPC分类号： H04M3523
CPC分类号： H04M3/5233 , H04M3/5238
摘要： The system for automatically routing calls to call center agents provides the call center administrator with an automatic agent assignment paradigm which functions to automatically increase the efficiency of assigning multiple skill agents to contacts. The presence of an agent surplus condition provides the present system with a plurality of choices in the assignment of the agent to process a presently received contact. Since the agents who staff the call center include multiple skill agents, the system must make a determination of not only which of the available agents is the best equipped to handle the present contact, but also how that assignment statistically effects the efficiency of successive assignments of agents to contacts next received, based upon the past performance of the agents and the call center. Since the traffic load presented to the call center tends to be highly variable and of content that is difficult to predict, the present system provides several automatic agent assignment paradigms that each have a statistically different impact on the performance of the call center, based upon the quality and quantity of the incoming calls.
摘要翻译： 用于将呼叫自动路由到呼叫中心代理的系统向呼叫中心管理员提供自动代理分配范例，其功能可以自动提高将多个技能代理分配给联系人的效率。 代理剩余条件的存在为本系统提供了代理人的分配以处理当前接收到的联系人的多个选择。 由于负责呼叫中心的代理人包括多名技能代理人，所以系统不仅要确定哪些可用的代理人是最有能力处理当前联系人的，而且还要确定如何进行统计上影响连续分配的效率 根据代理商和呼叫中心的过去业绩，接下来接收到的代理人。 由于提供给呼叫中心的业务负载趋向于高度可变且难以预测的内容，因此本系统提供了几种自动代理分配模式，每个对于呼叫中心的性能具有统计上的不同影响，基于 质量和数量的来电。
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5.发明授权System for automatically predicting call center agent work time in a multi-skilled agent environment 有权用于在多技能代理环境中自动预测呼叫中心代理工作时间的系统公开(公告)号：US06553114B1
公开(公告)日：2003-04-22
申请号：US09456044
申请日：1999-12-06
IPC分类号： H04M300
CPC分类号： H04M3/5233 , H04M3/5238
摘要： The system for automatically routing calls to call center agents in an agent surplus condition provides the call center administrator with an automatic agent assignment paradigm which functions to automatically increase the efficiency of assigning multiple skill agents to contacts. The presence of an agent surplus condition provides the present system with a plurality of choices in the assignment of the agent to process a presently received contact. Since the agents who staff the call center include multiple skill agents, the system must make a determination of not only which of the available agents is the best equipped to handle the present contact, but also how that assignment statistically effects the efficiency of successive assignments of agents to contacts next received, based upon the past performance of the agents and the call center. Since the traffic load presented to the call center tends to be highly variable and of content that is difficult to predict, the present system provides several automatic agent assignment paradigms that each have a statistically different impact on the performance of the call center, based upon the quality and quantity of the incoming calls.
摘要翻译： 用于以代理剩余条件自动路由呼叫到呼叫中心代理的系统向呼叫中心管理员提供自动代理分配范例，其功能是自动提高向联系人分配多个技能代理的效率。 代理剩余条件的存在为本系统提供了代理人的分配以处理当前接收到的联系人的多个选择。 由于负责呼叫中心的代理人包括多名技能代理人，所以系统不仅要确定哪些可用的代理人是最有能力处理当前联系人的，而且还要确定如何进行统计上影响连续分配的效率 根据代理商和呼叫中心的过去业绩，接下来接收到的代理人。 由于提供给呼叫中心的业务负载趋向于高度可变且难以预测的内容，因此本系统提供了几种自动代理分配模式，每个对于呼叫中心的性能具有统计上的不同影响，基于 质量和数量的来电。
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6.发明授权System for automatically routing calls to call center agents in an agent surplus condition based on service levels 有权用于根据服务级别在代理剩余条件下自动将呼叫路由到呼叫中心代理的系统公开(公告)号：US06535600B1
公开(公告)日：2003-03-18
申请号：US09454508
申请日：1999-12-06
IPC分类号： H04Q364
CPC分类号： H04M3/5233 , H04M3/5238
摘要： The system for automatically routing calls to call center agents in an agent surplus condition provides the call center administrator with an automatic agent assignment paradigm which functions to automatically increase the efficiency of assigning multiple skill agents to contacts. The presence of an agent surplus condition provides the present system with a plurality of choices in the assignment of the agent to process a presently received contact. Since the agents who staff the call center include multiple skill agents, the system must make a determination of not only which of the available agents is the best equipped to handle the present contact, but also how that assignment statistically effects the efficiency of successive assignments of agents to contacts next received, based upon the past performance of the agents and the call center. Since the traffic load presented to the call center tends to be highly variable and of content that is difficult to predict, the present system provides several automatic agent assignment paradigms that each have a statistically different impact on the performance of the call center, based upon the quality and quantity of the incoming calls.
摘要翻译： 用于以代理剩余条件自动路由呼叫到呼叫中心代理的系统向呼叫中心管理员提供自动代理分配范例，其功能是自动提高向联系人分配多个技能代理的效率。 代理剩余条件的存在为本系统提供了代理人的分配以处理当前接收到的联系人的多个选择。 由于负责呼叫中心的代理人包括多名技能代理人，所以系统不仅要确定哪些可用的代理人是最有能力处理当前联系人的，而且还要确定如何进行统计上影响连续分配的效率 根据代理商和呼叫中心的过去业绩，接下来接收到的代理人。 由于提供给呼叫中心的业务负载趋向于高度可变且难以预测的内容，因此本系统提供了几种自动代理分配模式，每个对于呼叫中心的性能具有统计上的不同影响，基于 质量和数量的来电。
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