Abstract: A system and method are provided for tracking connections in a network bundle including a plurality of network links. The method comprises: receiving packet fragments in a plurality of sampling rounds; for a current sampling round, recording which links have supplied a packet fragment; and, advancing a record of the received packet fragments in response a packet fragment on each link. Typically, the packet fragments are received with a corresponding first plurality of sequence numbers. Then, the lowest sequence number in the completed current sampling round is recorded. Some aspects of the method additionally comprise: for the current sampling round, establishing a flag register with a flag for each link; establishing a next lowest sequence number (Mn) register; and, establishing a current lowest sequence number (Mc) register. Then, a flag register flag is toggled in response to receiving a packet fragment on a corresponding link.

Abstract: A system and method are provided for initiating the reassembly of received packet fragments in a multilink communication network. The method comprises: receiving packet fragments with corresponding sequence numbers; counting the number of fragments received since the initiation of a pervious packet fragment reassembly; and, initiating packet fragment reassembly in response to the fragment count. Some aspects of the method further comprise: establishing a threshold; and, comparing the fragment count to the threshold. Then, initiating packet fragment reassembly includes initiating packet fragment reassembly when the fragment count equals the threshold. Other aspects of the method comprise tracking a RFC-1990 M value. Then, establishing a threshold includes establishing a WITH_M_UPDATE threshold.

Abstract: The present invention finds particular applicability for use with large call centers. Force managers are continuously searching for ways to increase the efficiency of their agents. In response to this need, the present invention provides a method of dynamically adjusting work force configuration, such as number of call teams, number of call agents in each call team, and identity of the agents in the call teams, to maintain a desired level of performance and efficiency, as determined by the force managers. To perform this task, an apparatus according to the present invention includes a methodology for monitoring call data, force management variables and performance data, throughout operation of the call center. In addition, the apparatus includes a method for adjusting the workforce configuration in response to the results of the monitoring.

Abstract: A method of evaluating call agent efficiency is disclosed that includes the step of collecting agent call handling data for at least one call agent. Agent cost data for the at least one call agent is then collected. A cost based performance indicator for the at least one call agent is determined, at least in part as a function of the agent call handling data and the agent cost data.