# US 12,010,269 B1 · Call center load balancing and routing management > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 12,010,269 B1 - Document ID: US12010269B1 - Status: Granted - Kind: B1 - Application number: 18/321,981 - Filed: 2023-05-23 - Granted: 2024-06-11 - Earliest claimed: 2017-07-06 - Assignees: United Services Automobile Association (USAA) - Applicants: Uipco, LLC - Inventors: John Michael Lombard; Lambros Petropoulos - Web page: https://patentgrep.com/patent/US12010269B1 ## CPC - H04M 3/5234: {Uniform load distribution} - H04M 3/523: with call distribution or queueing - H04M 3/5175: {Call or contact centers supervision arrangements} - H04M 3/5232: {Call distribution algorithms} - H04M 3/5237: {Interconnection arrangements between ACD systems} - H04M 2203/556: Statistical analysis and interpretation - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract Systems and methods are provided for modeling call center networks. Models are employed to run a simulation of the call center network based on call center network architecture data. The models are used to generate solution parameters for a call center network, and the solution parameters can be automatically implemented in at least a portion of the call center network. ## Claims ### Claim 1 A method, comprising: receiving call center network architecture data associated with a call center network, wherein the call center architecture data represents two or more call center network components and one or more links between the two or more call center network components, wherein the call center network components include one or more load balancers, routers, gateways, servers, or databases; utilizing the call center network architecture data to create a model of the call center network; employing the model to run a simulation of the call center network based on the call center network architecture data; using the model to generate solution parameters for the call center network, wherein the solution parameters include a routing algorithm configured to adjust at least one routing parameter based on traffic in the call center network; and automatically implementing the solution parameters including the routing algorithm in at least a portion of the call center network. ### Claim 2 (depends on 1) The method of claim 1, wherein the portion of the call center network includes at least one router, and wherein the routing algorithm is automatically implemented in the at least one router. ### Claim 3 (depends on 1) The method of claim 1, wherein the portion of the call center network includes at least one load balancer, and wherein the routing algorithm is automatically implemented in the at least one load balancer. ### Claim 4 (depends on 1) The method of claim 1, wherein employing the model comprises: using the call center architecture data to generate loading parameters for the model. ### Claim 5 (depends on 1) The method of claim 1, wherein the call center network components comprise a representation of member service representative (MSR) resources. ### Claim 6 (depends on 1) The method of claim 1, wherein the call center network architecture data comprises representations of physical or logical locations of call center network elements. ### Claim 7 (depends on 1) The method of claim 1, comprising generating one or more of a load balancing function, a routing function, and/or a penalty function for the model. ### Claim 8 A system, comprising: a call data module configured to receive call center network architecture data associated with a call center network, wherein the call center architecture data represents two or more call center network components and one or more links between the two or more call center network components, wherein the call center network components include one or more load balancers, routers, gateways, servers, or databases; a model execution module communicatively coupled with the call data module configured to create a model of the call center network based on the call center network architecture data, wherein the model execution module is further configured to run a simulation of the call center network based on the call center network architecture data; a solver module communicatively coupled with the model execution module configured to create solution parameters for the call center network, wherein the solution parameters include a routing algorithm configured to adjust at least one routing parameter based on traffic in the call center network; and an input/output module communicatively coupled with the solver module configured to implement the solution parameters including the routing algorithm in at least one call center network element. ### Claim 9 (depends on 8) The system of claim 8, wherein the call center network components comprise a representation of member service representative (MSR) resources. ### Claim 10 (depends on 8) The system of claim 8, wherein the call center network architecture data comprises representations of physical or logical locations of call center network elements. ### Claim 11 (depends on 8) The system of claim 8, comprising: a load module configured to generate a plurality of simulated call loads to the model of the call center network, wherein the model execution module utilizes the load module to run the simulation. ### Claim 12 (depends on 8) The system of claim 8, wherein the solution parameters are inputs to at least one of a load balancing algorithm or a routing algorithm. ### Claim 13 (depends on 8) The system of claim 8, comprising: a function module configured to generate one or more of a load balancing function, a routing function, and/or a penalty function for the model. ### Claim 14 (depends on 8) The system of claim 8, wherein the at least one call center network element includes at least one load balancer, and wherein the routing algorithm is automatically implemented in the at least one load balancer. ### Claim 15 (depends on 8) The system of claim 8, wherein the at least one call center network element includes at least one router, and wherein the routing algorithm is automatically implemented in the at least one router. ### Claim 16 A non-transitory computer-readable medium storing instructions that when executed by a processor are configured to effectuate: receiving call center network architecture data associated with a call center network, wherein the call center architecture data represents two or more call center network components and one or more links between the two or more call center network components, wherein the call center network components include one or more load balancers, routers, gateways, servers, or databases; utilizing the call center network architecture data to create a model of the call center network; employing the model to run a simulation of the call center network based on the call center network architecture data; using the model to generate solution parameters for the call center network, wherein the solution parameters include a routing algorithm configured to adjust at least one routing parameter based on traffic in the call center network; and automatically implementing the solution parameters including the routing algorithm in at least a portion of the call center network. ### Claim 17 (depends on 16) The non-transitory computer-readable medium of claim 16, wherein the portion of the call center network includes at least one router, and wherein the routing algorithm is automatically implemented in the at least one router. ### Claim 18 (depends on 16) The non-transitory computer-readable medium of claim 16, wherein the portion of the call center network includes at least one load balancer, and wherein the routing algorithm is automatically implemented in the at least one load balancer. ### Claim 19 (depends on 16) The non-transitory computer-readable medium of claim 16, wherein the call center network components comprise a representation of member service representative (MSR) resources. ### Claim 20 (depends on 16) The non-transitory computer-readable medium of claim 16, wherein the call center network architecture data comprises representations of physical or logical locations of call center network elements.