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Systems and methods for managing multi-tenant callback services

  • US 10,129,404 B2
  • Filed: 03/20/2017
  • Issued: 11/13/2018
  • Est. Priority Date: 05/25/2011
  • Status: Active Grant
First Claim
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1. A system for managing multi-tenant callback services for customer contact centers comprising:

  • a processor;

    a memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to;

    receive configuration data for first and second contact center tenants;

    associate the configuration data with a contact center application, wherein the contact center application is configured to support the first and second contact center tenants via a shared installation of the contact center application, wherein each tenant has a virtual partition on which instances of the shared installation of the contact center application is run;

    receive first and second requests from first and second customers for respectively first and second resources of the first and second contact center tenants;

    monitor position of the first customer in a first queue instance associated with the first tenant, and position of the second customer in a second queue instance associated with a second tenant, the first and second queue instances each running in the virtual partition provided for respectively the first and second tenants; and

    provide via one of the instances of the contact center application, a first command to contact the first customer in response to the monitoring of the position of the first customer in the first queue instance;

    provide via another one of the instances of the contact center application, a second command to contact the second customer in response to the monitoring of the position of the second customer in the second queue instance; and

    a communication device coupled to the processor and adapted to contact the first and second customers in response to respectively the first and second commands.

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