Resource sharing in a peer-to-peer network of contact center nodes

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United States of America Patent

PATENT NO 9774739
SERIAL NO

14221202

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Abstract

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A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node. According to one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.

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Patent Owner(s)

  • GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Bell, Gordon San Mateo, US 21 166
Bischoff, Brian Raleigh, US 15 351
Huovinen, Donald Jacksonville, US 10 105
Ristock, Herbert Willi Artur Walnut Creek, US 134 4026
Segre, Paul Sonoma, US 8 455

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