Patent US6104801A successfully refreshed from Google Patents.
US6104801A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Escalatory reactive call routing
Assignee: Genesys Cloud Services Inc
•
Filing: 1997-10-08
•
Granted: 2000-08-15
•
Expires: 2017-10-08
Abstract
Abstract A telephony system having a router for telephony calls has a plurality of selectable routing protocols and a system monitoring facility adapted for periodically determining the condition and performance of the system. Routing protocols are selected according to one or both of system condition and performance. In a system subject to degradation of performance under certain conditions, routing protocols may be selected that are relatively immune to causes of degradation in performance. As performance degrades, escalatory selection of more simple routing protocols may be provided.
Inventors
- 👤 Alec Miloslavsky
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-31 02:38
CPC Classifications
H; H04; H04L; H04L67/00; H04L67/2866; H04L67/30; H04L67/306; H04L65/00; H04L65/40; H04L65/401; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5183; H04M3/5191; H04M3/523; H04M3/5232; H04M3/5233; H04M3/5237; H04M3/54; H04M3/58; H04M7/00; H04M7/006; H04Q; H04Q3/00; H04Q3/0016; H04Q3/0029; H04Q3/0045; H04Q3/64; H04Q3/66; H04M2203/00; H04M2203/55; H04M2203/551; H04M2207/00; H04M2207/12; H04M3/08; H04M3/12; H04M3/22; H04M3/36; H04M3/367; H04M3/5166; H04M3/5236; H04M3/5238; H04M3/56; H04M7/12; H04Q2213/00; H04Q2213/13034; H04Q2213/13072; H04Q2213/13091; H04Q2213/13093; H04Q2213/13103; H04Q2213/13106; H04Q2213/13141; H04Q2213/13145; H04Q2213/13164; H04Q2213/13174; H04Q2213/13204; H04Q2213/1322; H04Q2213/13282; H04Q2213/13299; H04Q2213/13345; H04Q2213/13349; H04Q2213/1336; H04Q2213/13389
Claims Analysis
Total Claims: 13
Claim 1
Independent Claim
111 words
In a telephony system incorporating intelligent call routing and having a plurality of routing algorithms with different algorithms associated with different levels of system performance, a method for selecting a routing algorithm, comprising steps of: (a) while executing a first routing algorithm, monitoring one or both of system condition and performance including system degradation and cause of degradation; and (b) selecting a second routing algorithm based on detection in step (a) of a change in system condition or performance to a new level, according to the appropriate algorithms associated with the new level of system condition of performance, and on a basis of relative insusceptibility to the causes of system degradation.
Claim 2
Dependent Claim
111 words
In a telephony system incorporating intelligent call routing and having a plurality of routing algorithms with different algorithms associated with different levels of system performance, a method for selecting a routing algorithm, comprising steps of: (a) while executing a first routing algorithm, monitoring one or both of system condition and performance including system degradation and cause of degradation; and (b) selecting a second routing algorithm based on detection in step (a) of a change in system condition or performance to a new level, according to the appropriate algorithms associated with the new level of system condition of performance, and on a basis of relative insusceptibility to the causes of system degradation.
Claim 3
Dependent Claim
131 words
A telephony call center comprising: a computer-enhanced telephony switch having a trunk line for accepting incoming calls; agent stations each having a telephone connected to a station-side ports of the telephony switch; a router coupled to the telephony switch and having alternative selectable routing algorithms with different algorithms associated with different levels of system condition or performance; and a system monitor determining one or more of system condition and performance, including system degradation and causes of degradation; wherein the router selects a routing algorithm based on detection of a change in system condition or performance to a new level by the system monitor, according to the appropriate algorithms associated with the new level of system condition or performance, and on a basis of relative insusceptibility to the causes of system degradation.
Claim 4
Dependent Claim
131 words
A telephony call center comprising: a computer-enhanced telephony switch having a trunk line for accepting incoming calls; agent stations each having a telephone connected to a station-side ports of the telephony switch; a router coupled to the telephony switch and having alternative selectable routing algorithms with different algorithms associated with different levels of system condition or performance; and a system monitor determining one or more of system condition and performance, including system degradation and causes of degradation; wherein the router selects a routing algorithm based on detection of a change in system condition or performance to a new level by the system monitor, according to the appropriate algorithms associated with the new level of system condition or performance, and on a basis of relative insusceptibility to the causes of system degradation.
Claim 5
Dependent Claim
41 words
The call center of claim 2 further comprising computer stations each having a video display unit (PC/VDU) at individual ones of the agent stations, and a local area network (LAN) connecting individual PC/VDUs at agent stations and the computer-enhanced telephony switch.
Claim 6
Dependent Claim
35 words
The call center of claim 3 wherein the computer enhanced telephony switch comprises a computer-telephony integration (CTI) processor, the processor connected to the telephony switch by a CTI link and also connected to the LAN.
Claim 7
Dependent Claim
33 words
The call center of claim 4 wherein the trunk line connects the telephony switch to a telephony network and the CTI processor has a data link to a second processor in the network.
Claim 8
Dependent Claim
103 words
A call-routing system comprising: a routing processor receiving and forwarding calls; a router associated with the routing processor having different selectable routing algorithms associated with different levels of system condition or performance; and a system monitor periodically determining system condition and performance, including system degradation and cause of degradation; wherein a routing algorithm is selected by the router based on a change on one or both of system condition and performance to a new level, according to the appropriate algorithms associated with the new level of system condition or performance, and on a basis of relative insusceptibility to the causes of system degradation.
Claim 9
Dependent Claim
103 words
A call-routing system comprising: a routing processor receiving and forwarding calls; a router associated with the routing processor having different selectable routing algorithms associated with different levels of system condition or performance; and a system monitor periodically determining system condition and performance, including system degradation and cause of degradation; wherein a routing algorithm is selected by the router based on a change on one or both of system condition and performance to a new level, according to the appropriate algorithms associated with the new level of system condition or performance, and on a basis of relative insusceptibility to the causes of system degradation.
Claim 10
Dependent Claim
12 words
The system of claim 6, wherein the router is a network router.
Claim 11
Dependent Claim
12 words
The system of claim 6 wherein the router is a call-center router.
Claim 12
Dependent Claim
17 words
The system of claim 7 wherein the router is associated with a network service control point (SCP).
Claim 13
Dependent Claim
16 words
The system of claim 8 wherein the router is associated with a customer premises call center.
References Cited (Backward Citations)
US4400587A
Cited
US4679189A
Cited
US5535211A
Cited
US5299259A
Cited
US5311574A
Cited
US5384841A
Cited
US5450483A
Cited
US5475813A
Cited
US5559877A
Cited
US5703943A
Cited
US5757904A
Cited
US5881146A
Cited
US5832196A
Cited
US5901138A
Cited
US5940496A
Cited
US6011792A
Cited
USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2003-08-15 | 2004-02-14 | 2004-08-15 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2007-08-15 | 2008-02-14 | 2008-08-15 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2011-08-15 | 2012-02-14 | 2012-08-15 | $7700.00 | Window Closed / Lapsed |