US6449646B1
Expired / Lapsed
US
⏱️ 0.0 years remaining
Method and apparatus for allocating mixed transaction type messages to resources via an integrated queuing mechanism
Assignee: Aspect Communications Corp
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Filing: 1998-10-13
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Granted: 2002-09-10
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Expires: 2018-10-13
Abstract
Abstract An apparatus for routing a transaction message, such as for example a telephone call, e-mail, web chat request, video conferencing session, or non-call event, includes a queue engine and a transaction message router. The queue engine provides an integrated mechanism for queuing transaction messages of varying transaction types within a number of queues according to transaction type. Each queue within the queue engine may be dedicated to queuing transaction messages of a specific transaction type. The transaction message router functions to identify a queue within the queue engine within which a transaction message is to be stored. The identification of a queue by the router may be performed with reference to the transaction type of a transaction message, and with reference to context or addressing information associated with a transaction message. Transaction messages of all transaction types are serviced by a single resource allocator that distributes transaction messages from the queues of the queue engine 44 to a resource, such as an agent.
Inventors
- 👤 Scott E. Sikora
- 👤 Nakul M. Lele
- 👤 Rajnish Tahiliani
- 👤 Ben L. Yip
- 👤 Henry Mingkeung Yeung
- 👤 Timothy Merrell
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-08 07:20
CPC Classifications
H; H04; H04Q; H04Q3/00; H04Q3/0016; H04Q3/0029; H04Q3/0045; G; G06; G06F; G06F16/00; G06F16/20; G06F16/24; G06F16/245; G06F16/2453; G06F16/24534; G06F16/24539; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/523; H04M3/5232
Claims Analysis
Total Claims: 22
Claim 1
Independent Claim
208 words
A method of routing multi-media transactions message, the method including: storing a first transaction message of a first media type at a first transaction processing system, and storing a second transaction message of a second media at a second transaction processing system; generating a first queue request, representative of the first transaction message, upon receipt of the first transaction message at the first transaction processing system; generating a second queue request, representative of the second transaction message, upon receipt of the second transaction message at the second transaction processing system; and queuing the first and second queue requests within a queuing mechanism; and allocating each of the first and second transaction messages to a resource, wherein the allocating of the first and second transaction messages to the resource comprises issuing the first and second transaction messages from the first and second transaction processing systems to the resource upon respective allocations of the first and queue requests to the resource, wherein the resource comprises first and second resource agents, and wherein the allocating includes allocating the first and second transaction messages from the queuing mechanism to the first and second resource agents according to respective first and second sets of rules associated with the first and second resource agents.
Claim 2
Independent Claim
208 words
A method of routing multi-media transactions message, the method including: storing a first transaction message of a first media type at a first transaction processing system, and storing a second transaction message of a second media at a second transaction processing system; generating a first queue request, representative of the first transaction message, upon receipt of the first transaction message at the first transaction processing system; generating a second queue request, representative of the second transaction message, upon receipt of the second transaction message at the second transaction processing system; and queuing the first and second queue requests within a queuing mechanism; and allocating each of the first and second transaction messages to a resource, wherein the allocating of the first and second transaction messages to the resource comprises issuing the first and second transaction messages from the first and second transaction processing systems to the resource upon respective allocations of the first and queue requests to the resource, wherein the resource comprises first and second resource agents, and wherein the allocating includes allocating the first and second transaction messages from the queuing mechanism to the first and second resource agents according to respective first and second sets of rules associated with the first and second resource agents.
Claim 3
Dependent Claim
38 words
The method of claim 1 wherein the allocating of the first transaction message to the resource comprises retrieving the first transaction message from the first transaction processing system upon allocation of the first queue request to the resource.
Claim 4
Dependent Claim
27 words
The method of claim 1 wherein the allocating includes allocating each of the first and second transaction messages to the resource according to availability of the resource.
Claim 5
Dependent Claim
24 words
The method of claim 3 including maintaining an indication of the availability of the resource at a first location distinct from the queuing mechanism.
Claim 6
Dependent Claim
21 words
The method of claim 4 wherein the first location comprises an Automatic Call Distributor that is distinct from the queuing mechanism.
Claim 7
Dependent Claim
53 words
The method of claim 1 wherein the queuing mechanism includes first and second queues to queue queue requests representative of transactions of the first and second media types respectively, and wherein the queuing comprises routing the first queue request to the first queue and routing the second queue request to the second queue.
Claim 8
Dependent Claim
25 words
The method of claim 6 wherein the queuing comprises routing the first and second queue requests according to the first and second transaction media types.
Claim 9
Dependent Claim
21 words
The method of claim 6 wherein the queuing comprises routing the first and second queue requests according to transaction message content.
Claim 10
Dependent Claim
30 words
The method of claim 8 wherein the queuing comprises routing the first and second queue requests according to source information identifying respective sources of the first and second transaction messages.
Claim 11
Dependent Claim
30 words
The method of claim 8 wherein the queuing comprises routing the first and second queue requests according to destination information identifying respective destinations for the first and second transaction messages.
Claim 12
Dependent Claim
53 words
The method of claim 1 wherein the queuing includes receiving the first transaction message at a first transaction processing system, issuing a routing request, representative of the first transaction message, from the first transaction processing system to a routing mechanism responsive to the receipt of the first transaction message at the first server.
Claim 13
Dependent Claim
46 words
The method of claim 11 wherein the queuing includes issuing a queue request, representative of the first transaction message, from the routing mechanism to a first queue of a plurality of queues maintained within the queuing mechanism, the first queue being identified by the routing mechanism.
Claim 14
Dependent Claim
45 words
The method of claim 12 wherein the allocating includes allocating the first queue request, representative of the first transaction message, from the first queue to a first agent of a plurality of agents comprising the resource according to rules associated with the plurality of agents.
Claim 15
Dependent Claim
33 words
The method of claim 13 wherein the allocating includes retrieving the first transaction message from the first transaction processing system responsive to the allocation of the first queue request to the first agent.
Claim 16
Dependent Claim
37 words
The method of claim 13 wherein the allocating includes propagating the first transaction message from the first transaction processing system to the first agent responsive to the allocation of the first queue request to the first agent.
Claim 17
Dependent Claim
58 words
The method of claim 12 wherein the allocating includes allocating the first queue request, representative of the first transaction message, from the first queue to the first agent of a plurality of agents upon the first agent becoming available, the availability of the first agent being recorded at either one of the first or second transaction processing systems.
Claim 18
Dependent Claim
216 words
A machine-readable medium storing a sequence of instructions that, when executed by a machine, cause the machine to: store a first transaction message of a first media type at a first transaction processing system, and store second transaction message of a second media at a second transaction processing system; generate a first queue request, representative of the first transaction message, upon receipt of the first transaction message at the first transaction processing system; generate a second queue request, representative of the second transaction message, upon receipt of the second transaction message at the second transaction processing system; and queue the first and second queue requests within a queuing mechanism; and allocate each of the first and second transaction messages to a resource, wherein the allocating of the first and second transaction messages to the resource comprises issuing the first and second transaction messages from the first and second transaction processing systems to the resource upon respective allocations of the first and second queue requests to the resource, wherein the resource comprises first and second resource agents, and wherein the allocating includes allocating the first and second transaction messages from the queuing mechanism to the first and second resource agents according to respective first and second sets of rules associated with the first and second resource agents.
Claim 19
Dependent Claim
216 words
A machine-readable medium storing a sequence of instructions that, when executed by a machine, cause the machine to: store a first transaction message of a first media type at a first transaction processing system, and store second transaction message of a second media at a second transaction processing system; generate a first queue request, representative of the first transaction message, upon receipt of the first transaction message at the first transaction processing system; generate a second queue request, representative of the second transaction message, upon receipt of the second transaction message at the second transaction processing system; and queue the first and second queue requests within a queuing mechanism; and allocate each of the first and second transaction messages to a resource, wherein the allocating of the first and second transaction messages to the resource comprises issuing the first and second transaction messages from the first and second transaction processing systems to the resource upon respective allocations of the first and second queue requests to the resource, wherein the resource comprises first and second resource agents, and wherein the allocating includes allocating the first and second transaction messages from the queuing mechanism to the first and second resource agents according to respective first and second sets of rules associated with the first and second resource agents.
Claim 20
Dependent Claim
52 words
A machine-readable medium of claim 17 wherein a sequence of instructions when executed by a machine, cause the machine to allocate the first transaction message to the resource, said allocation comprising retrieving the first transaction message from the first transaction processing system upon allocation of the first queue request to the resource.
Claim 21
Dependent Claim
79 words
A machine-readable medium of claim 17 wherein a sequence of instructions when executed by a machine, cause the machine to queue the first and second queue requests within a queuing mechanism wherein the queuing mechanism includes the first and second queues to queue queue requests representative transactions of the first and second media types respectively, and wherein the queuing comprises routing the first queue request to the first queue and routing the second queue request to the second queue.
Claim 22
Dependent Claim
80 words
A machine-readable medium of claim 17 wherein a sequence of instructions when executed by a machine, cause the machine to queue the first and second queue requests within a queuing mechanism wherein the queuing mechanism includes receiving the first transaction message at a first transaction processing system, issuing a routing request representative of the first transaction message, from the first transaction processing system to a routing mechanism responsive to the receipt of the first transaction message at the first server.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2005-09-09 | 2006-03-11 | 2006-09-10 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2009-09-09 | 2010-03-11 | 2010-09-10 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2013-09-09 | 2014-03-11 | 2014-09-10 | $7700.00 | Window Closed / Lapsed |