Invention Grant
- Patent Title: Local survivability in a distributed contact center environment
- Patent Title (中): 分布式联络中心环境中的本地生存能力
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Application No.: US14221121Application Date: 2014-03-20
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Publication No.: US09588830B2Publication Date: 2017-03-07
- Inventor: Paul Segre , Gordon Bell , Brian Bischoff , Donald Huovinen , Herbert Willi Artur Ristock
- 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: G06F9/46
- IPC: G06F9/46 ; G06F9/50 ; H04L12/26 ; H04M11/00 ; G06F11/00 ; H04L29/14 ; H04M3/51 ; H04M3/22 ; H04M3/523 ; H04L12/707 ; H04L29/06

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
- US20150271249A1 LOCAL SURVIVABILITY IN A DISTRIBUTED CONTACT CENTER ENVIRONMENT Public/Granted day:2015-09-24
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