Invention Grant
- Patent Title: System and method of distributed maintenance of contact center state
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Application No.: US13672594Application Date: 2012-11-08
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Publication No.: US09756184B2Publication Date: 2017-09-05
- Inventor: Vitaly Y. Barinov
- Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Applicant Address: US CA Daly City
- Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee Address: US CA Daly City
- Agency: Lewis Roca Rothgerber Christie LLP
- Main IPC: G06F15/173
- IPC: G06F15/173 ; H04M3/51
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.
Public/Granted literature
- US20140126711A1 SYSTEM AND METHOD OF DISTRIBUTED MAINTENANCE OF CONTACT CENTER STATE Public/Granted day:2014-05-08
Information query
