Other

Genesys Telecommunications Laboratories, Inc.

Grygoriy Budilovsky

Vyacheslav I Zhakov

Herbert W A Ristock

Vyacheslav V Sayko

Alexander Tikin

Philippe Rais

A method for reserving agents for handling calls in a distributed contact center environment. A first module identifies, through interactions with other modules, an agent suitable for handling the call. A second module executes a hash function to identify a third module responsible for the agent, makes a request to the third module, to reserve the agent, and routes the call to the third module if the request is granted.

Distributed agent reservation in SIP cluster

A system and method provide an indication by a calling device of a transfer preference for an interaction with a called device. The called device is enabled or restricted to transfer the interaction based on the transfer preference. The transfer preference is provided by a session initiation protocol or various other call topologies.

System and method for transferee controlled protocol transfers

Growing community of inventors

Concord, CA, United States of America

Grygoriy Budilovsky