Invention Grant
- Patent Title: System and method for distributed dynamic resource commitment
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Application No.: US16185755Application Date: 2018-11-09
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Publication No.: US10432794B2Publication Date: 2019-10-01
- Inventor: Kevin McGraw , Derrick Gunter , Taras Mytropan , David Albert , Herbert Willi Artur Ristock
- Applicant: Genesys Telecommunications Laboratories, Inc.
- Main IPC: H04M3/523
- IPC: H04M3/523 ; H04M3/51

Abstract:
A system for managing resource commitment in a contact center includes: a processor; and a memory, wherein the memory stores instructions that cause the processor to: receive over a shared data communications channel a request for contact center resources, wherein the request is for handling activities for the contact center. having an activity type; transmit a signal to initiate a raise round according to the request over the data communications channel to a pool of resources registered to communicate on the data communications channel; receive a plurality of volunteer signals from a plurality of volunteering resources from the pool of resources; select one or more of the plurality of the volunteering resources for fulfilling the request; and transmit a message to the selected volunteering resources for committing the selected volunteering resources to the request, wherein the committed resources are selected for routing an activity having the activity type.
Public/Granted literature
- US20190082053A1 SYSTEM AND METHOD FOR DISTRIBUTED DYNAMIC RESOURCE COMMITMENT Public/Granted day:2019-03-14
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