06295353 is referenced by 149 patents and cites 12 patents.

Call centers (

143-145

) use an event-driven scheme (

207

) with a filter (

366

) to send status updates to an associated network call-routing system (

150

). The filter ensures that only minimal status changes are not reported to the network call-routing system. Each call center records (

310

) the status values (

360-365

) of different splits that it last sent to the call-routing system, and sends a new status update only when a status value of a split has changed (

306

) by the split's corresponding threshold amount (

380-385

). On the one hand, in large splits, the number of status-impacting events (such as call arrival, call serviced, call abandon, agent login/logout, etc.) is typically high, but the scale of the change in status effected by each of these events is minimal. On the other hand, in small splits, the number of status-impacting events is typically small but the scale of the change in status effected by each of these events is significant. Therefore, substantially each event at a small split with a small volume of events results in a status update being sent, whereas only a small minority of events at a large split with a high volume of events results in a status update being sent.

Title
Arrangement for efficiently updating status information of a network call-routing system
Application Number
9/167852
Publication Number
6295353 (B1)
Application Date
October 7, 1998
Publication Date
September 25, 2001
Inventor
Eugene P Mathews
Barrington
IL, US
Andrew D Flockhart
Thornton
CO, US
Agent
David Volejnicek
US
Assignee
Avaya Technology
NJ, US
IPC
H04M 3/00
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