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US 2014/0156330 A1Published application
Distributed agent reservation in sip cluster
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorsPhilippe Rais, Vyacheslav Sayko, Alexander Tikin, Grygoriy Budilovsky
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Abstract
A method for reserving agents for handling calls in a distributed contact center environment. A first module identifies, through interactions with other modules, an agent suitable for handling the call. A second module executes a hash function to identify a third module responsible for the agent, makes a request to the third module, to reserve the agent, and routes the call to the third module if the request is granted.
Claims13
A method for reserving distributed contact center resources, comprising:
- identifying, by a first module executing on a computing device, a resource identifier (ID) for a contact center 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 a request for the resource to the second module based on the identified module ID.
4 more elements
Dependencies are inferred from the claim text.