System and method for transmitting signaling and media from a hybrid contact center operations environment

• US 10,277,741 B2
• Filed: 03/15/2013
• Issued: 04/30/2019
• Est. Priority Date: 03/15/2013
• Status: Active Grant

• Current Assignee: 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
• Primary Examiner(s): Bezuayehu, Solomon G
• Application Number:
  US13/843,737
• Publication Number:
  US 20140277598A1
• Time in Patent Office: 2,237 Days
• Field of Search: 379 8801- 8817
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 2203/406 Rerouting calls between call centers
• CPC Class Codes: H04M 3/523 with call distribution or queueing

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.

Claims

1. A method for providing contact center services in a hybrid operations environment including a first operations environment of a contact center and a second operations environment of the contact center, wherein the second operations environment is located in a remote geographic location with respect to the first operations environment, the method comprising:

receiving by an electronic controller in the first operations environment of the contact center information on a call involving an end user device;

selecting, by a processor based on a load balancing calculation, a media control platform from among a plurality of media control platforms, the media control platform being configured to provide media services;

providing via a switch, by the processor, first media service from a first electronic media controller using the media control platform in the second operations environment of the contact center during a first portion of the call, wherein the providing the first media service includes transmitting, by the electronic controller in the first operations environment, a request for the first media service to the first electronic media controller in the second operations environment, wherein the first electronic media controller transmits first media to the end user device in response;

providing by the switch, with the processor, second media service from a second electronic media controller in the first operations environment of the contact center during a second portion of the call, wherein the providing the second media service includes transmitting, by the electronic controller in the first operations environment, a request for the second media service to the second media controller in the first operations environment, wherein the second electronic media controller in the first operations environment transmits second media to the end user device in response;

identifying, by the processor, one of a plurality of contact centers associated with the call involving the end user device, wherein a media session is established for the call involving the end user device; and

identifying, by the processor, a profile for the one of the plurality of contact centers, wherein a parameter for providing media is based on the identified profile.

2. The method of claim 1, wherein the second operations environment includes an edge device for bridging a first media path from the end user device to the first media controller in the second operations environment during the first media service, and for bridging a second media path from the end user device to the second media controller in the first operations environment during the second media service.

3. The method of claim 1, wherein the electronic controller transmits a first control signal for providing the first media service and a second control signal for providing the second media service.

4. The method of claim 1, wherein the first media service comprises an interactive voice response service.

5. The method of claim 1, wherein the second media service comprises a music on hold service.

6. The method of claim 1, wherein the second operations environment is a remote operations environment relative to the first operations environment.

7. The method of claim 1, further comprising:

identifying, by the electronic controller in the first operations environment, a location of the first media controller in the second operations environment; and

establishing, by an edge device in the second operations environment, a first call leg during the first portion of the call between the edge device and the first media controller.

8. The method of claim 1, further comprising establishing, by the edge device in the second operations environment, a second call leg during the second portion of the call between the edge device and the second media controller.

9. The method of claim 1, further comprising identifying, by the electronic controller in the first operations environment, the first media controller in the second operations environment based on a contact parameter stored in a memory coupled to the electronic controller.

10. A system for providing contact center services in a hybrid operations environment including a first operations environment of a contact center and a second operations environment of the contact center, wherein the second operations environment is located in a remote geographic location with respect to the first operations environment, the system comprising:

a first electronic media controller in the second operations environment;

a second electronic media controller in the first operations environment;

a processor in the first operations environment; and

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

receive information on a call involving an end user device;

select, based on a load balancing calculation, a media control platform from among a plurality of media control platforms, the media control platform being configured to provide media services;

transmit a first signal to a switch to provide first media service from the first electronic media controller using the media control platform in the second operations environment of the contact center during a first portion of the call, wherein providing the first media service includes transmitting, by the electronic controller in the first operations environment, a request for the first media service to the first electronic media controller in the second operations environment, wherein the first media controller transmits first media to the end user device in response;

transmit a second signal to the switch to provide second media service from the second electronic media controller in the first operations environment of the contact center during a second portion of the call, wherein providing the second media service includes transmitting, by the electronic controller in the first operations environment, a request for the second media service to the second media controller in the first operations environment, wherein the second electronic media controller in the first operations environment transmits second media to the end user device in response;

identify one of a plurality of contact centers associated with the call involving the end user device, wherein a media session is established for the call involving the end user device; and

identify a profile for the one of the plurality of contact centers, wherein a parameter for providing media is based on the identified profile.

11. The system of claim 10, wherein the second operations environment includes an edge device for bridging a first media path from the end user device to the first media controller in the second operations environment during the first media service, and for bridging a second media path from the end user device to the second media controller in the first operations environment during the second media service.

12. The system of claim 10, wherein the electronic controller transmits a first control signal for providing the first media service and a second control signal for providing the second media service.

13. The system of claim 10, wherein the first media service comprises an interactive voice response service.

14. The system of claim 10, wherein the second media service comprises a music on hold service.

15. The system of claim 10, wherein the second operations environment is a remote operations environment relative to the first operations environment.

16. The system of claim 10, wherein the instructions further cause the processor to:

transmit, by the processor, a third signal to identify, by the electronic controller in the first operations environment, a location of the first media controller in the second operations environment; and

transmit, by the processor, a fourth signal to establish, by an edge device in the second operations environment, a first call leg during the first portion of the call between the edge device and the first media controller.

17. The system of claim 10, wherein the instructions further cause the processor to transmit, by the processor, a third signal to establish, by the edge device in the second operations environment, a second call leg during the second portion of the call between the edge device and the second media controller.

18. The system of claim 10, wherein the instructions further cause the processor to transmit, by the processor, a third signal to identify, by the electronic controller in the first operations environment, the first media controller in the second operations environment based on a contact parameter stored in a memory coupled to the electronic controller.