Method and system for propagating statistics between federated contact center sites for use in event distribution
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United States of America Patent
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Feb 5, 2013
Grant Date -
Jul 2, 2009
app pub date -
Dec 27, 2007
filing date -
Dec 27, 2007
priority date (Note) -
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status (Latency Note)
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Abstract
A routing system includes a router, a statistics server (Stat Server) coupled to the router, receiving, processing and storing statistics related to event handling, and providing information regarding the statistics for use by routing intelligence in the router, and a first proxy data server coupled to the Stat Server and to a second proxy data server at a remote contact center over a network. The system is characterized in that the Stat Server receives event statistics regarding the local queue, and through the coupled first and second proxy data servers, event statistics regarding the remote queue, provides information related to the statistics to the router, and the router determines to route incoming events to local queue or to the remote queue based on the information provided.
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