Scalable approach to agent-group state maintenance in a contact center

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United States of America Patent

PATENT NO 9900432
SERIAL NO

13672572

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Abstract

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A system and method for aggregating state information in a contact center. Agent-owner nodes aggregate state information for the agents they own, and, upon request from a client-side adapter, provide partial agent-group state information to the client side adapter. The client-side adapter aggregates the partial agent-group state information to form full agent-group state information and provides this full agent-group state information to clients upon request.

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Patent Owner(s)

  • GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Barinov, Vitaly Y Clayton, US 19 422

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Fee Large entity fee small entity fee micro entity fee due date
7.5 Year Payment $3600.00 $1800.00 $900.00 Aug 20, 2025
11.5 Year Payment $7400.00 $3700.00 $1850.00 Aug 20, 2029
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