Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tennant communication center

• US 20030021406A1
• Filed: 07/24/2001
• Published: 01/30/2003
• Est. Priority Date: 07/24/2001
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Ostapchuck, Yuri
• Granted Patent: US 6,788,779 B2
• Time in Patent Office: Days
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Abstract

A transaction server system is provided for routing and processing telephony events in a multi-tenant communication center. The transaction server system comprises a CTI-enabled routing point having transaction server software and multiple venues for receiving and notifying of telephony events according to venue, a plurality of virtual transaction server applications associated one each per venue for disposing of pending telephony events according to established protocols and an intermediary server disposed between and connected to the routing point and to the plurality of virtual transaction applications. The intermediary server maps communication paths between individual ones of the multiple venues of the routing point to individual ones of the virtual transaction applications and wherein each virtual transaction application functions on behalf of at least one tenant of the multi-tenant communication center to process events.

Claims

1. A transaction server system for routing and processing telephony events in a multi-tenant communication center comprising:

a CTI-enabled routing point having transaction server software and multiple venues for receiving and notifying of telephony events according to venue;

a plurality of virtual transaction server applications associated one each per venue for disposing of pending telephony events according to established protocols; and

an intermediary server disposed between and connected to the routing point and to the plurality of virtual transaction applications,

characterized in that the intermediary server maps communication paths between individual ones of the multiple venues of the routing point to individual ones of the virtual transaction applications and wherein each virtual transaction application functions on behalf of at least one tenant of the multi-tenant communication center to process events.

2. The transaction server system of claim 1 wherein the CTI-enabled routing point is a telephony switch hosted in a telephony network.

3. The transaction server system of claim 1 wherein the CTI-enabled routing point is a telephony switch hosted within the multi-tenant communication center.

4. The transaction server system of claim 1 wherein the CTI-enabled routing point is an Internet protocol router hosted on Internet network.

5. The transaction server system of claim 1 wherein the CTI-enabled routing point is an Internet protocol router hosted within the multi-tenant communication center and connected to the Internet.

6. The transaction server system of claim 1 wherein the multiple venues are tenant-dedicated hardware ports of an interactive voice response resource associated with the routing point.

7. The transaction server system of claim 1 wherein the multiple venues are tenant-dedicated software channels of an interactive voice response resource associated with the routing point.

8. The transaction server system of claim 1 wherein the multi-tenant communication center handles connection-oriented-switched-telephony.

9. The transaction server system of claim 1 wherein the multi-tenant communication center handles Internet-protocol-network-telephony.

10. The transaction server system of claim 1 wherein the multi-tenant communication center handles both connection-oriented-switched-telephony and Internet-protocol-network-telephony.

11. The transaction server system of claim 1 wherein the virtual transaction server applications are configurable wherein configurations depend upon the main transaction server software structure for successful function.

19. The transaction server system of claim 11 wherein the virtual transaction server applications are configurable using individual desktop software applications established on computers enabled by LAN technology.

12. A mapping server for mapping and establishing appropriate communication paths between multiple tenant-dedicated venues and multiple tenant-dedicated transaction server applications in a multi-tenant communication center environment comprising:

at least one bi-directional port for establishing communication with at least one machine hosting the multiple venues;

at least one bi-directional port for establishing communication with at least one machine hosting the multiple transaction server applications; and

a software table running on the server for updating and keeping track of the mapping assignments between the dedicated venues and the transaction server applications.

13. The mapping server of claim 12 connected to a CTI-enabled routing point comprising a telephony switch hosted in a telephony network.

14. The mapping server of claim 12 connected to a CTI-enabled routing point comprising a telephony switch hosted within the multi-tenant communication center.

15. The mapping server of claim 12 connected to a CTI-enabled routing point comprising an Internet protocol router hosted on Internet network.

16. The mapping server of claim 12 connected to a CTI-enabled routing point comprising an Internet protocol router hosted within the multi-tenant communication center and connected to the Internet.

17. The mapping server of claim 12 wherein the multiple venues are tenant-dedicated hardware ports of an interactive voice response resource associated with a routing point.

18. The mapping server of claim 12 wherein the multiple venues are tenant-dedicated software channels of an interactive voice response resource associated with a routing point.

20. A software application for emulating transaction server function in a CTI-enabled communication center comprising:

a portion thereof for receiving communication event notification and for consulting main transaction protocols;

a portion thereof for formulating and establishing a further-defined set of transaction protocols based on the main transaction protocols;

a portion thereof for formulating and executing transaction orders based on the further-defined set of transaction protocols; and

a portion thereof for enabling modification of the further-defined set of transaction protocols.

21. The software application of claim 20 wherein all of the portions reside on a single machine.

22. The software application of claim 20 wherein the portions are divided and strategically distributed to execute on more than one machine.

23. The software application of claim 20 wherein one of the machines is a personal computer having LAN and TCP/IP capability hosted within the communication center.

24. The software application of claim 20 wherein one of the machines is a personal computer remote from the communication center having connection capability thereto using the Internet network.

25. A method for sharing communication center resources in a multi-tenant communication center comprising steps of:

(a) dividing the resources into separate venues assigned and dedicated one per tenant;

(b) providing individually assigned and dedicated tenant applications capable of utilizing the resources;

(c) providing an intermediary mapping application for connecting individual ones of the venues associated with the resources to individual ones of the tenant applications for communication of notifications of events and call-disposal instructions.

26. The method of claim 25 wherein in step (a) the resources are IVR resources and the multi-tenant communication center is a connection-oriented-switched-telephony center.

27. The method of claim 25 wherein in step (a) the resources are a combination of transaction server and IVR resources and the multi-tenant communication center is a connection-oriented-switched-telephone center.

28. The method of claim 25 wherein in step (a) the venues are hardware IVR ports.

29. The method of claim 25 wherein in step (a) the venues are software IVR channels.

30. The method of claim 25 wherein in step (a) the resources are IVR resources and the multi-tenant communication center is an Internet-protocol-network-telephony center.

31. The method of claim 30 wherein in step (a) the multiple venues are software IVR channels.

32. The method of claim 25 wherein in step (b) the tenant applications are virtual transaction server applications depended from a main transaction server application.

33. The method of claim 25 wherein in step (c) the communication comprises at least sending notification of telephony events and parameters to be handled by the tenant applications according to call disposal rules.