Hybrid cloud architecture with optimized local delivery

• US 10,264,129 B2
• Filed: 03/16/2018
• Issued: 04/16/2019
• Est. Priority Date: 03/15/2013
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Bischoff, Brian, Kerlin, Gregg, Lum, Henry, Huovinen, Donald, Islam, Tamal, Stocking, Terry, Anderson, David H., Kovalenko, Galina, Bretherton, Bernard, Sayko, Vyacheslav
• Primary Examiner(s): Bezuayehu, Solomon G
• Application Number:
  US15/923,908
• Publication Number:
  US 20180205829A1
• Time in Patent Office: 396 Days
• Field of Search: 379 8801- 8819, 37926503
• CPC Class Codes: G06F 9/5072 Grid computing
• CPC Class Codes: H04L 65/1036 at the edge
• CPC Class Codes: H04L 65/1046 Call controllers; Call servers
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1073 Registration or de-registration
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04M 3/42008 Systems for anonymous communication between parties, e.g. by use of disposal contact identifiers
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.

Claims

1. A method for optimized rendering of contact center services in a hybrid operations environment comprising:

receiving over a wide area network by a processor in a first operations environment, a message transmitted by a first contact center resource relating to a contact center service, wherein the message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment, the edge device being configured to hide, from the message, network topology information associated with the first contact center resource;

retrieving from the message, by the processor, identification information associated with the first contact center resource, the identification information being preserved in the message by the edge device when the message passes through the edge device;

identifying, by the processor, at least a portion of the network topology information of the first contact center resource hidden from the message based on the retrieved identification information; and

selecting, by the processor, a second contact center resource based on the identified network topology information associated with the first contact center resource for providing the contact center service.

2. The method of claim 1, wherein the identification information is at least one of a telephone number, IP address, or metadata specific to the first contact center resource.

3. The method of claim 1, wherein the contact center service is at least one of delivery of real-time media to a target, or recording real-time media exchanged with a target.

4. The method of claim 1, wherein the identification information is encoded in a preset field of the message for preserving the information as the message traverses the edge device.

5. The method of claim 1, wherein the first contact center resource is an end device of a contact center agent, and the second contact center resource is a media server configured to provide media services for the contact center.

6. The method of claim 1, wherein the first contact center resource and the selected second contact center resource are located in the first operations environment.

7. The method of claim 1, wherein the first and second contact center resources are associated with a third operations environment separate from the first and second operations environments.

8. The method of claim 7, wherein the edge device in the second operations environment is invoked to forward the message transmitted by the first contact center resource in response to a second edge device in the third operations environment being non-responsive.

9. The method of claim 1 further comprising:

maintaining, by the processor, mapping information of contact center resources and corresponding network topology information; and

retrieving the mapping information for identifying the at least a portion of the network topology information of the first contact center resource.

19. The method of claim 1, wherein the network topology information of the first contact center resource hidden from the message includes information for determining a location of the first contact center resource.

10. A system for optimized rendering of contact center services in a hybrid operations environment comprising:

processor in a first operations environment; and

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

receive over a wide area network a message transmitted by a first contact center resource relating to a contact center service, wherein the message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment, the edge device being configured to hide, from the message, network topology information associated with the first contact center resource;

retrieve from the message identification information associated with the first contact center resource, the identification information being preserved in the message by the edge device when the message passes through the edge device;

identify at least a portion of the network topology information of the first contact center resource hidden from the message based on the retrieved identification information; and

select a second contact center resource based on the identified network topology information associated with the first contact center resource for providing the contact center service.

11. The system of claim 10, wherein the identification information is at least one of a telephone number, IP address, or metadata specific to the first contact center resource.

12. The system of claim 10, wherein the contact center service is at least one of delivery of real-time media to a target, or recording real-time media exchanged with a target.

13. The system of claim 10, wherein the identification information is for being encoded in a preset field of the message for preserving the information as the message traverses the edge device.

14. The system of claim 10, wherein the first contact center resource is an end device of a contact center agent, and the second contact center resource is a media server configured to provide media services for the contact center.

15. The system of claim 10, wherein the first contact center resource and the selected second contact center resource are located in the first operations environment.

16. The system of claim 10, wherein the first and second contact center resources are associated with a third operations environment separate from the first and second operations environments.

17. The system of claim 16, wherein the edge device in the second operations environment is invoked to forward the message transmitted by the first contact center resource in response to a second edge device in the third operations environment being non-responsive.

18. The system of claim 10, wherein the memory further stores mapping information of contact center resources and corresponding network topology information, wherein the instructions further cause the processor to:

retrieve the mapping information for identifying the at least a portion of the network topology information of the first contact center resource.

20. The system of claim 10, wherein the network topology information of the first contact center resource hidden from the message includes information for determining a location of the first contact center resource.