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US 9,756,184 B2Granted
System and method of distributed maintenance of contact center state
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorVitaly Y. Barinov
Life of this patent
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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.
Claims16
A system, comprising:
- one or more processors and associated memory devices, wherein the associated memory devices store instructions that, when executed by the one or more processors, cause the one or more processors to respectively:
- transmit first signals to a plurality of first computing nodes to publish, to a communication bus, first and second partial state information of a first directory number;
- transmit a second signal to a second computing node to:
- receive, from the communication bus, the first and second partial state information of the first directory number;
- and
- aggregate the first and second partial state information of the first directory number to generate first aggregated directory number state information;
- transmit a third signal to a third computing node to:
- receive, from the communication bus, the first aggregated directory number state information of the first directory number and aggregated state information for each of a plurality of other directory numbers corresponding to an agent;
- and
- determine state information for the agent based on the first aggregated directory number state information and the aggregated state information for each of the plurality of other directory numbers corresponding to the agent;
- output the state information for the agent for routing an interaction to the agent;
- and
- an electronic switch coupled to the one or more processors and configured to establish a communication session with a communication device of the agent in response to the routing of the interaction.
10 more elements
A method comprising:
- transmitting, by one or more processors, first signals to a plurality of first computing nodes to publish, to a communication bus, first and second partial state information of a first directory number;
- transmitting, by the one or more processors, a second signal to a second computing node to:
- receive, from the communication bus, the first and second partial state information of the first directory number;
- and
- aggregate the first and second partial state information of the first directory number to generate first aggregated directory number state information;
- transmitting, by the one or more processors, a third signal to a third computing node to:
- receive, from the communication bus, the first aggregated directory number state information of the first directory number and aggregated state information for each of a plurality of other directory numbers corresponding to an agent;
- and
- determine state information for the agent based on the first aggregated directory number state information and the aggregated state information for each of the plurality of other directory numbers corresponding to the agent;
- outputting, by the one or more processors, the state information for the agent for routing an interaction to the agent;
- and
- transmitting, by the one or more processors, a fourth signal to an electronic switch to establish a communication session with a communication device of the agent in response to the routing of the interaction.
9 more elements
Dependencies are inferred from the claim text.