The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jan. 15, 2019
Filed:
Mar. 15, 2013
Applicant:
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Inventors:
Philippe Rais, Walnut Creek, CA (US);
Vyacheslav Sayko, Wanut Creek, CA (US);
Alexander Tikin, Pleasant Hill, CA (US);
Grygoriy Budilovsky, Pleasant Hill, CA (US);
Assignee:
Other;
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
G06F 9/50 (2006.01); H04M 3/42 (2006.01); H04M 3/51 (2006.01); G06F 17/27 (2006.01); G06Q 10/06 (2012.01); H04L 12/24 (2006.01); H04L 29/06 (2006.01); H04L 29/08 (2006.01); H04L 29/12 (2006.01); H04M 3/523 (2006.01); H04L 12/721 (2013.01);
U.S. Cl.
CPC ...
H04L 41/04 (2013.01); G06F 9/50 (2013.01); G06F 17/2705 (2013.01); G06Q 10/063114 (2013.01); H04L 41/12 (2013.01); H04L 65/105 (2013.01); H04L 65/1006 (2013.01); H04L 65/1069 (2013.01); H04L 65/4007 (2013.01); H04L 67/1002 (2013.01); H04M 3/42306 (2013.01); H04M 3/5191 (2013.01); H04M 3/5232 (2013.01); H04L 45/26 (2013.01); H04L 61/106 (2013.01); H04L 61/157 (2013.01); H04L 61/1541 (2013.01); H04M 2203/402 (2013.01);
Abstract
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.