# US 2014/0153710 A1 · Distributed event delivery

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- Number: US 2014/0153710 A1
- Document ID: US20140153710A1
- Status: Published application
- Kind: A1
- Application number: 13/844,099
- Filed: 2013-03-15
- Published: 2014-06-05
- Earliest claimed: 2012-12-04
- Assignees: Genesys Telecommunications Laboratories, Inc.
- Applicants: Genesys Telecommunications Laboratories, Inc.
- Inventors: Anatoliy Glagolev; Alexander Tikin
- Web page: https://patentgrep.com/patent/US20140153710A1

## CPC

- G06Q 10/063114: {Status monitoring or status determination for a person or group}
- G06F 9/50: Allocation of resources, e.g. of the central processing unit [CPU]
- G06F 40/205: Parsing
- H04L 65/1045: Proxies, e.g. for session initiation protocol [SIP]
- H04L 65/1069: Session establishment or de-establishment
- H04L 65/1104: Session initiation protocol [SIP]
- H04L 65/401: wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
- H04L 67/1001: for accessing one among a plurality of replicated servers
- H04M 3/42306: {Number translation services, e.g. premium-rate, freephone or vanity number services}
- H04M 3/5191: {interacting with the Internet}
- H04M 3/5232: {Call distribution algorithms}
- H04L 45/26: {Route discovery packet}
- H04L 61/106: across networks, e.g. mapping telephone numbers to data network addresses
- H04L 61/4541: Directories for service discovery
- H04L 61/4557: Directories for hybrid networks, e.g. including telephone numbers
- H04M 2203/402: Agent or workforce management
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N)
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)

## Abstract

A distributed method of delivering events to agent devices. A first software module generates an event, e.g., a screen pop event or a ringing event, for delivery to a second module responsible for an agent device. A third module, which may be the same module as the first module, evaluates a hash function to determine an identifier for the second module from an identifier for the agent device. The first module delivers the event to the second module, which responds to the event, e.g., by causing an agent device to generate a ringing alert or to display a screen pop.

## Claims

### Claim 1

A method for distributed event delivery, comprising:
generating, by a first module executing on a computing device, an event for a resource,
identifying, by the first module, a resource identifier (ID) for the resource;
identifying a second module responsible for the resource, wherein the identifying comprises:
providing the resource ID to a function; and
receiving as an output from the function a module identifier (ID) for the second module; and
sending the event to the second module based on the identified module ID.

### Claim 2 (depends on 1)

The method of claim 1 further comprising:
forwarding the event to a resource identified by the resource ID, wherein the resource generates an output in response to the event.

### Claim 3 (depends on 2)

The method of claim 2, wherein the event is a ringing event.

### Claim 4 (depends on 3)

The method of claim 3, comprising:
receiving, by the resource, the ringing event; and
generating, by the resource, a ringing alert.

### Claim 5 (depends on 2)

The method of claim 2, comprising routing a call to an agent device associated with the resource ID.

### Claim 6 (depends on 2)

The method of claim 2, wherein the event is a screen pop event.

### Claim 7 (depends on 6)

The method of claim 6, comprising:
receiving, by the resource, the screen pop event; and
generating, by the resource, a screen pop.

### Claim 8 (depends on 1)

The method of claim 1, wherein the function is a hash function.

### Claim 9 (depends on 8)

The method of claim 8, wherein the hash function is a consistent hash function.

### Claim 10 (depends on 9)

The method of claim 9, wherein the hash function comprises:
a first basic hash function configured to map resource identifiers into a range; and
a second basic hash function configured to map module identifiers into the range.

### Claim 11 (depends on 10)

The method of claim 10, wherein the second basic hash function is further configured to map a replica of each module identifier into the range.

### Claim 12 (depends on 8)

The method of claim 8, wherein the hash function is configured to map resource identifiers corresponding to resources in a geographic region into module identifiers corresponding to modules executing on computing devices in the geographic region.