Invention Grant
US09559939B2 System and method for handling resource failure in a hybrid contact center operations environment
有权
在混合联络中心操作环境中处理资源故障的系统和方法
- Patent Title: System and method for handling resource failure in a hybrid contact center operations environment
- Patent Title (中): 在混合联络中心操作环境中处理资源故障的系统和方法
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Application No.: US13843238Application Date: 2013-03-15
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Publication No.: US09559939B2Publication Date: 2017-01-31
- Inventor: Brian Bischoff , Gregg Kerlin , Henry Lum , Donald Huovinen , Tamal Islam , Terry Stocking
- 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: Lewis Roca Rothgerber Christie LLP
- Main IPC: G01R31/08
- IPC: G01R31/08 ; H04L12/707 ; H04L12/703
Abstract:
A system for providing failover capabilities in a hybrid operations environment including a first operations environment and a second operations environment includes a first controller in a first operations environment configured to receive registration information for an agent device, and a second controller in a second operations environment configured to receive the registration information from the first controller. The first controller is a stand-by controller and the second controller is a primary controller. In response to determining that the second controller is not available for routing an inbound call, a media gateway is configured to transmit a request to the first controller in the first operations environment for routing the call to the agent device.
Public/Granted literature
- US20140269258A1 SYSTEM AND METHOD FOR HANDLING RESOURCE FAILURE IN A HYBRID CONTACT CENTER OPERATIONS ENVIRONMENT Public/Granted day:2014-09-18
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