Genesys Telecommunications Laboratories, Inc.

Other

Genesys Cloud Services, Inc.

Greeneden U.S. Holdings Ii, LLC

Bernard Bretherton

Galina Kovalenko

Victor Kolesov

Vyacheslav V Sayko

Henry Lum

David H Anderson

Brian Bischoff

Donald Huovinen

Terry Stocking

Gregg Kerlin

Tamal Islam

Henry R Lum

A redundant Session Initiation Protocol (SIP) call center system has two data centers each having a first and a second SIP server cooperating as a first SIP-server high availability (HA) pair, a set of SW applications executable at each data center, and a plurality of agent stations each comprising a SIP telephone and a computerized appliance executing a desktop application at each agent station. The HA pairs operate as SIP server peers, the agent SIP phones are configured to maintain simultaneous registration with both SIP server peers, and Agent Desktop applications log in to only one SIP server peer, wherein the SIP Server peers collaborate to deliver calls to individual agent SIP phones via the SIP server peer where the agent is logged in, and wherein, upon failure of either data center agent's desktop applications log in to the other data center, allowing the associated agent to continue working.

System to deploy a disaster-proof geographically-distributed call center

A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.

Hybrid cloud architecture with optimized local delivery

Growing community of inventors

Phoenix, AZ, United States of America

Bernard Bretherton