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US 2017/0366669 A1Published application
System and method of distributed maintenance of contact center state
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorVitaly Y. Barinov
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Abstract
A system and/or a method of distributed maintenance of contact center state including the state of contact center objects which may include directory numbers and agents. Device controllers and call controllers are used to monitor device and call information. Data aggregation nodes are connected to the device controllers and call controllers. The data aggregation nodes share directory number state information and agent state information via a publish-subscribe bus, and aggregate state information to form full state information.
Claims21
A system, comprising:
- a plurality of controllers configured to generate data updates for a plurality of contact center objects, the contact center objects comprising a plurality of directory numbers and a plurality of agents;
- a plurality of data aggregation nodes;
- each data aggregation node in a first subset of the plurality of data aggregation nodes being configured to:
- monitor one or more of the plurality of controllers;
- and
- maintain partial directory number state information received from the controllers monitored by the data aggregation node;
- and
- each data aggregation node in a second subset of the plurality of data aggregation nodes being configured to:
- merge partial directory number state information obtained from data aggregation nodes of the first subset of the plurality of data aggregation nodes to form aggregated directory number state information.
6 more elements
21-22. (canceled)
Dependencies are inferred from the claim text.