Invention Grant
US08935394B2 Method and system for propagating statistics between federated contact center sites for use in event distribution
有权
用于在事件分发中使用的联合联络中心站点之间传播统计信息的方法和系统
- Patent Title: Method and system for propagating statistics between federated contact center sites for use in event distribution
- Patent Title (中): 用于在事件分发中使用的联合联络中心站点之间传播统计信息的方法和系统
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Application No.: US13734870Application Date: 2013-01-04
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Publication No.: US08935394B2Publication Date: 2015-01-13
- Inventor: Herbert Willi Artur Ristock , Sergey I. Federov
- Applicant: Genesys Telecommunications Laboratories, Inc.
- Applicant Address: US CA Daly City
- Assignee: Genesys Telecommunications Laboratories, Inc.
- Current Assignee: Genesys Telecommunications Laboratories, Inc.
- Current Assignee Address: US CA Daly City
- Agency: Christie, Parker & Hale, LLP
- Main IPC: G06F15/173
- IPC: G06F15/173 ; H04L12/751 ; H04L12/24 ; H04M3/523
Abstract:
A routing system includes a router, a statistics server (Stat Server) coupled to the router, receiving, processing and storing statistics related to event handling, and providing information regarding the statistics for use by routing intelligence in the router, and a first proxy data server coupled to the Stat Server and to a second proxy data server at a remote contact center over a network. The system is characterized in that the Stat Server receives event statistics regarding the local queue, and through the coupled first and second proxy data servers, event statistics regarding the remote queue, provides information related to the statistics to the router, and the router determines to route incoming events to local queue or to the remote queue based on the information provided.
Public/Granted literature
Information query
