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Method and system for a scalable computer-telephony integration system

  • US 10,306,065 B1
  • Filed: 07/12/2018
  • Issued: 05/28/2019
  • Est. Priority Date: 03/25/2015
  • Status: Active Grant
First Claim
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1. A computer-implemented method for enabling a call agent to login to one or more call agent profiles within a computer-telephony integration (CTI) system, the method executed by one or more processors programmed to perform the method, the method comprising:

  • receiving, via the one or more processors, identification information from a call agent;

    determining, via the one or more processors, that the identification information from the call agent corresponds to one of a plurality of call agent profiles,retrieving, via the one or more processors, an indication of a server associated with the call agent profile, andestablishing, via the one or more processors, a communication link between a contact center device for the call agent and the associated server for enabling the call agent to access the call agent profile to dynamically route call agents to servers corresponding to received identification information for the call agents.

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