Multi-tiered media services using cloud computing for globally interconnecting business and customers
AssigneeIncontact Inc.
InventorBrian Douglas Minert
Life of this patent
Estimating the term…
Abstract
A multi-tiered communication system for provisioning a cloud computing system to host a media server. The system includes a data center including one or more Interactive Voice Recognition (IVR) functions that are configured for use with a caller who initiates contact with the data center. The system also includes a media server implemented in a cloud computing system. The media server is configured to route an incoming call from one subscriber to another, or in the case of a caller to the data center, to route one or more IVR messages to the caller and to connect the caller with an agent for real-time communication.
Claims11
A method for provisioning a cloud computing system to provide media server functionality in a contact handling system or telephony system in response to an increase in demand, the method comprising:
- determining that demand for resources of an existing media server in a location has increased to a level where it is desirable for additional media server resources, the existing media server hosted by permanent computing infrastructure, the permanent computing infrastructure being computing infrastructure dedicated to the contact handling system or telephony system;
- contacting a cloud computing system, the cloud computing system being a pool of configurable computing resources configured to be shared between the contact handling system or telephony system and at least one other system;
- provisioning the cloud computing system to implement one or more media servers of the cloud computing system that include similar resources as the existing media server so as to remove demand from the existing media server;
- determining that a level of use of the cloud computing system warrants additional permanent computing infrastructure to be installed to host one or more additional media servers dedicated the contact handling system or telephony system;
- arranging for installation of the permanent computing infrastructure;
- and
- discontinuing use of the cloud computing system once the permanent computing infrastructure is installed and is hosting the one or more additional media servers dedicated to the contact handling system or telephony system.
Dependencies are inferred from the claim text.