Dynamic load balancing between multiple locations with different telephony system
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United States of America Patent
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Jan 24, 2012
Grant Date -
Jul 19, 2007
app pub date -
Feb 12, 2007
filing date -
Oct 5, 2004
priority date (Note) -
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status (Latency Note)
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Abstract
A system and method for dynamic load balancing between telephony systems are provided. The system includes an input to receive a call from a primary interactive voice response (IVR) system. The system also includes an IVR unit responsive to the call to receive input from a caller. The system also includes logic to select a telephony system from among a plurality of telephony systems based on the input from the caller and based on agent availability data of the plurality of telephony systems. The system further includes at least one output to send the received call for allocation to a call center site of the selected telephony system based on a routing protocol associated with the selected telephony system.
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