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:
Apr. 30, 2019
Filed:
Mar. 15, 2013
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Brian Bischoff, Raleigh, NC (US);
Gregg Kerlin, Los Gatos, CA (US);
Henry Lum, Markham, CA;
Donald Huovinen, Jacksonville, FL (US);
Tamal Islam, London, GB;
Terry Stocking, San Ramon, CA (US);
Other;
Abstract
A system and method for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment. A controller in the first operations environment receives information on a call involving an end user device. A first media service is provided during a first portion of the call, and second media service is provided during a second portion of the call. The providing of the first media service includes transmitting by the controller a request for the first media service to a first media resource in the second operations environment. The first media resource transmits first media to the end user device in response. The providing of the second media service includes transmitting by the controller a request for the second media service to a second media resource in the first operations environment. The second media resource transmits second media to the end user device in response.