# US 2021/0240531 A1 · Techniques for pairing in a task assignment system with an external pairing system > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2021/0240531 A1 - Document ID: US20210240531A1 - Status: Published application - Kind: A1 - Application number: 17/167,429 - Filed: 2021-02-04 - Published: 2021-08-05 - Earliest claimed: 2020-02-05 - Assignees: Afiniti, Ltd. - Applicants: Afiniti, Ltd. - Inventors: Ain CHISHTY - Web page: https://patentgrep.com/patent/US20210240531A1 ## CPC - G06F 9/4887: {involving deadlines, e.g. rate based, periodic} - H04M 3/5232: {Call distribution algorithms} - G06F 9/541: {via adapters, e.g. between incompatible applications} - H04M 2201/14: Delay circuits; Timers - H04M 2201/16: Sequence circuits - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract Techniques for pairing in a task assignment system with an external pairing system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a task assignment system with an external pairing system comprising transmitting first information that identifies one or more tasks waiting for assignment and one or more agents available for assignment; transmitting a pairing request; determining an initial timeout window to wait for the external pairing system to respond to the pairing request; receiving at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window; extending the initial timeout window in response to the receiving the extension request; and receiving at a second time within the extended timeout window, a pairing response that includes a selected pairing between the one or more tasks and the one or more agents. ## Claims ### Claim 1 A method for pairing in a task assignment system with an external pairing system, the method comprising: transmitting, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, to the external pairing system over an application programming interface, first information that identifies one or more tasks waiting for assignment and one or more agents available for assignment; transmitting, by the at least one computer processor, to the external pairing system over the application programming interface, a pairing request; determining, by the at least one computer processor, an initial timeout window to wait for the external pairing system to respond to the pairing request; receiving, by the at least one computer processor, from the external pairing system, at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window; extending, by the at least one computer processor, the initial timeout window in response to the receiving the extension request; and receiving, by the at least one computer processor, from the external pairing system, at a second time within the extended timeout window, a pairing response that includes a selected pairing between the one or more tasks and the one or more agents. ### Claim 2 (depends on 1) The method of claim 1, wherein the task assignment system is a contact center system. ### Claim 3 (depends on 1) The method of claim 1, wherein the selected pairing is selected according to a behavioral pairing strategy. ### Claim 4 (depends on 1) The method of claim 1, wherein the initial timeout window is extended by a predetermined duration of time. ### Claim 5 (depends on 1) The method of claim 1, wherein the initial timeout window is extended until a number of pairing choices exceeds a predetermined threshold. ### Claim 6 (depends on 1) The method of claim 1, wherein the initial timeout window is extended until the task assignment system transitions to an L3 environment. ### Claim 7 (depends on 1) The method of claim 1, wherein the initial timeout window is extended based on information included in the extension request. ### Claim 8 (depends on 1) The method of claim 1, further comprising transmitting, by the at least one computer processor, to the external pairing system, during the extended timeout window, updated information identifying the one or more tasks and the one or more agents, the updated information identifying a greater number of tasks, a greater number of agents, or a greater number of tasks and a greater number of agents than the first information. ### Claim 9 (depends on 1) The method of claim 1, further comprising routing a task among the one or more tasks to an agent among the one or more agents in accordance with the selected pairing. ### Claim 10 A system for pairing in a task assignment system with an external pairing system comprising: at least one computer processor communicatively coupled to and configured to operate in the task assignment system, wherein the at least one computer processor is further configured to: transmit, to the external pairing system over an application programming interface, first information that identifies one or more tasks waiting for assignment and one or more agents available for assignment; transmit, to the external pairing system over the application programming interface, a pairing request; determine an initial timeout window to wait for the external pairing system to respond to the pairing request; receive, from the external pairing system, at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window; extend the initial timeout window in response to the receiving the extension request; and receive, from the external pairing system, at a second time within the extended timeout window, a pairing response that includes a selected pairing between the one or more tasks and the one or more agents. ### Claim 11 (depends on 10) The system of claim 10, wherein the task assignment system is a contact center system. ### Claim 12 (depends on 10) The system of claim 10, wherein the selected pairing is selected according to a behavioral pairing strategy. ### Claim 13 (depends on 10) The system of claim 10, wherein the initial timeout window is extended by a predetermined duration of time. ### Claim 14 (depends on 10) The system of claim 10, wherein the initial timeout window is extended until a number of pairing choices exceeds a predetermined threshold. ### Claim 15 (depends on 10) The system of claim 10, wherein the initial timeout window is extended until the task assignment system transitions to an L3 environment. ### Claim 16 (depends on 10) The system of claim 10, wherein the initial timeout window is extended based on information included in the extension request. ### Claim 17 (depends on 10) The system of claim 10, wherein the at least one computer processor is further configured to transmit, to the external pairing system, during the extended timeout window, updated information identifying the one or more tasks and the one or more agents, the updated information identifying a greater number of tasks, a greater number of agents, or a greater number of tasks and a greater number of agents than the first information. ### Claim 18 (depends on 10) The system of claim 10, wherein the at least one computer processor is further configured to route a task among the one or more tasks to an agent among the one or more agents in accordance with the selected pairing. ### Claim 19 An article of manufacture for pairing in a task assignment system with an external pairing system comprising: a non-transitory processor readable medium; and instructions stored on the medium; wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the task assignment system and thereby cause the at least one computer processor to operate so as to: transmit, to the external pairing system over an application programming interface, first information that identifies one or more tasks waiting for assignment and one or more agents available for assignment; transmit, to the external pairing system over the application programming interface, a pairing request; determine an initial timeout window to wait for the external pairing system to respond to the pairing request; receive, from the external pairing system, at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window; extend the initial timeout window in response to the receiving the extension request; and receive, from the external pairing system, at a second time within the extended timeout window, a pairing response that includes a selected pairing between the one or more tasks and the one or more agents. ### Claim 20 (depends on 19) The article of manufacture of claim 19, wherein the task assignment system is a contact center system. ### Claim 21 (depends on 19) The article of manufacture of claim 19, wherein the selected pairing is selected according to a behavioral pairing strategy. ### Claim 22 (depends on 19) The article of manufacture of claim 19, wherein the initial timeout window is extended by a predetermined duration of time. ### Claim 23 (depends on 19) The article of manufacture of claim 19, wherein the initial timeout window is extended until a number of pairing choices exceeds a predetermined threshold. ### Claim 24 (depends on 19) The article of manufacture of claim 19, wherein the initial timeout window is extended until the task assignment system transitions to an L3 environment. ### Claim 25 (depends on 19) The article of manufacture of claim 19, wherein the initial timeout window is extended based on information included in the extension request. ### Claim 26 (depends on 19) The article of manufacture of claim 19, wherein the instructions are further configured to cause the at least one computer processor to operate so as to transmit, to the external pairing system, during the extended timeout window, updated information identifying the one or more tasks and the one or more agents, the updated information identifying a greater number of tasks, a greater number of agents, or a greater number of tasks and a greater number of agents than the first information. ### Claim 27 (depends on 19) The article of manufacture of claim 19, wherein the instructions are further configured to cause the at least one computer processor to operate so as to route a task among the one or more tasks to an agent among the one or more agents in accordance with the selected pairing. ### Claim 28 A method for pairing in an external pairing system communicatively coupled to a task assignment system, the method comprising: receiving, by at least one computer processor communicatively coupled to and configured to operate in the external pairing system, from the task assignment system over an application programming interface, information that identifies one or more tasks waiting for assignment and one or more agents available for assignment; receiving, by the at least one computer processor, from the task assignment system, a pairing request that is associated with an initial timeout window; determining, by the at least one computer processor, to postpone selecting a pairing between the one or more tasks and the one or more agents; transmitting, by the at least one computer processor, to the task assignment system, at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window; selecting, by the at least one computer processor, the pairing between the one or more tasks and the one or more agents; and transmitting, by the at least one computer processor, to the task assignment system, at a second time within the extended timeout window, a pairing response that identifies the selected pairing. ### Claim 29 (depends on 28) The method of claim 28, wherein the task assignment system is a contact center system. ### Claim 30 (depends on 28) The method of claim 28, wherein the selected pairing is selected according to a behavioral pairing strategy. ### Claim 31 (depends on 28) The method of claim 28, wherein the initial timeout window is extended by a predetermined duration of time. ### Claim 32 (depends on 28) The method of claim 28, wherein the initial timeout window is extended until a number of pairing choices exceeds a predetermined threshold. ### Claim 33 (depends on 28) The method of claim 28, wherein the initial timeout window is extended until the task assignment system transitions to an L3 environment. ### Claim 34 (depends on 28) The method of claim 28, wherein the initial timeout window is extended based on information included in the extension request. ### Claim 35 (depends on 28) The method of claim 28, further comprising receiving, by the at least one computer processor, from the task assignment system, during the extended timeout window, updated information identifying the one or more tasks and the one or more agents, the updated information identifying a greater number of tasks, a greater number of agents, or a greater number of tasks and a greater number of agents than the first information. ### Claim 36 (depends on 28) The method of claim 28, further comprising routing a task among the one or more tasks to an agent among the one or more agents in accordance with the selected pairing. ### Claim 37 A system for pairing in an external pairing system communicatively coupled to a task assignment system comprising: at least one computer processor communicatively coupled to and configured to operate in the external pairing system, wherein the at least one computer processor is further configured to: receive, from the task assignment system over an application programming interface, information that identifies one or more tasks waiting for assignment and one or more agents available for assignment; receive, from the task assignment system, a pairing request that is associated with an initial timeout window; determine to postpone selecting a pairing between the one or more tasks and the one or more agents; transmit, to the task assignment system, at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window; select the pairing between the one or more tasks and the one or more agents; and transmit, to the task assignment system, at a second time within the extended timeout window, a pairing response that identifies the selected pairing. ### Claim 38 (depends on 37) The system of claim 37, wherein the task assignment system is a contact center system. ### Claim 39 (depends on 37) The system of claim 37, wherein the selected pairing is selected according to a behavioral pairing strategy. ### Claim 40 (depends on 37) The system of claim 37, wherein the initial timeout window is extended by a predetermined duration of time. ### Claim 41 (depends on 37) The system of claim 37, wherein the initial timeout window is extended until a number of pairing choices exceeds a predetermined threshold. ### Claim 42 (depends on 37) The system of claim 37, wherein the initial timeout window is extended until the task assignment system transitions to an L3 environment. ### Claim 43 (depends on 37) The system of claim 37, wherein the initial timeout window is extended based on information included in the extension request. ### Claim 44 (depends on 37) The system of claim 37, wherein the at least one computer processor is further configured to receive, from the task assignment system, during the extended timeout window, updated information identifying the one or more tasks and the one or more agents, the updated information identifying a greater number of tasks, a greater number of agents, or a greater number of tasks and a greater number of agents than the first information. ### Claim 45 (depends on 37) The system of claim 37, wherein the at least one computer processor is further configured to route a task among the one or more tasks to an agent among the one or more agents in accordance with the selected pairing. ### Claim 46 An article of manufacture for pairing in an external pairing system communicatively coupled to a task assignment system comprising: a non-transitory processor readable medium; and instructions stored on the medium; wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the external pairing system and thereby cause the at least one computer processor to operate so as to: receive, from the task assignment system over an application programming interface, information that identifies one or more tasks waiting for assignment and one or more agents available for assignment; receive, from the task assignment system, a pairing request that is associated with an initial timeout window; determine to postpone selecting a pairing between the one or more tasks and the one or more agents; transmit, to the task assignment system, at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window; select the pairing between the one or more tasks and the one or more agents; and transmit, to the task assignment system, at a second time within the extended timeout window, a pairing response that identifies the selected pairing. ### Claim 47 (depends on 46) The article of manufacture of claim 46, wherein the task assignment system is a contact center system. ### Claim 48 (depends on 46) The article of manufacture of claim 46, wherein the selected pairing is selected according to a behavioral pairing strategy. ### Claim 49 (depends on 46) The article of manufacture of claim 46, wherein the initial timeout window is extended by a predetermined duration of time. ### Claim 50 (depends on 46) The article of manufacture of claim 46, wherein the initial timeout window is extended until a number of pairing choices exceeds a predetermined threshold. ### Claim 51 (depends on 46) The article of manufacture of claim 46, wherein the initial timeout window is extended until the task assignment system transitions to an L3 environment. ### Claim 52 (depends on 46) The article of manufacture of claim 46, wherein the initial timeout window is extended based on information included in the extension request. ### Claim 53 (depends on 46) The article of manufacture of claim 46, wherein the instructions are further configured to cause the at least one computer processor to operate so as to receive, from the task assignment system, during the extended timeout window, updated information identifying the one or more tasks and the one or more agents, the updated information identifying a greater number of tasks, a greater number of agents, or a greater number of tasks and a greater number of agents than the first information. ### Claim 54 (depends on 46) The article of manufacture of claim 46, wherein the instructions are further configured to cause the at least one computer processor to operate so as to route a task among the one or more tasks to an agent among the one or more agents in accordance with the selected pairing.