Patent ID: 8315373

Claim:
A method of dynamically determining a poll subsequent to an event, wherein the event comprises an arrival of a call or expiry of a polling interval, the method comprising: a) maintaining at least a first parameter for each of one or more queues; b) conducting a poll for each queue based upon an initial polling mode corresponding to each of the one or more queues, wherein the initial polling mode comprises one of a scheduled poll and an on-demand poll; c) determining at least a second parameter for each queue based on the poll; d) scheduling a subsequent poll for each queue based on a comparison between the first parameter and the second parameter corresponding to each queue, wherein the subsequent poll is either a different one of the scheduled poll and the on-demand poll, or the scheduled poll having a different polling interval than the initial polling mode, wherein the initial polling mode is also the scheduled poll; and wherein the scheduling further comprises: e) determining whether the second parameter is greater than or equal to the first parameter, wherein the first parameter is a polling interval indicative of how frequently the scheduled poll is conducted and the second parameter is a weighted advance time providing a measure of an exponential moving average time it takes a call to advance one position within a corresponding queue; f) switching the initial polling mode to the on-demand poll if the second parameter is equal to or greater than the first parameter and the corresponding queue is in the scheduled poll mode; g) switching the initial polling mode to the scheduled poll if the second parameter is less than the first parameter by a second threshold and the corresponding queue is in the on-demand poll mode; and h) maintaining the initial polling mode if neither (f) nor (g) exists.