Invention Application
- Patent Title: RESOURCE SHARING IN A PEER-TO-PEER NETWORK OF CONTACT CENTER NODES
-
Application No.: US15714869Application Date: 2017-09-25
-
Publication No.: US20180013892A1Publication Date: 2018-01-11
- Inventor: Paul SEGRE , Gordon BELL , Brian BISCHOFF , Donald HUOVINEN , Herbert Willi Artur RISTOCK
- Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Main IPC: H04M3/523
- IPC: H04M3/523 ; H04L29/08

Abstract:
A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node. According to one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.
Public/Granted literature
- US10567587B2 Resource sharing in a peer-to-peer network of contact center nodes Public/Granted day:2020-02-18
Information query