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:
May. 23, 2017
Filed:
Dec. 07, 2015
Interactive Intelligence Group, Inc., Indianapolis, IN (US);
Kevin Elliott King, Bargersville, IN (US);
Interactive Intelligence Group, Inc., Indianapolis, IN (US);
Abstract
A system and method are presented for automatic communication distribution local assignment. An on-premises device, in a contact center environment using a cloud-based solution, communicates with the solution to determine if there is a service interruption. When an interruption is determined, the on-premises device steps in to perform local assignment of communications for the solution until communication has been restored with the cloud-based solution. The on-premises device comprises a module that monitors all ACD communication flows. The module may also manage the logic of when to intervene and how to assign communications in queue to available agents during outages.