Method and Apparatus for Routing Calls by Proxy Using Virtual Transaction Servers in a Multi-Tennant Communication Center
7 Assignments
0 Petitions
Accused Products
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.
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Citations
48 Claims
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1-33. -33. (canceled)
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34. A system for routing and processing transactions in a multiple-tenant communication facility, comprising:
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a routing point enabled to receive transactions destined for individual ones of the tenants and to notify an intermediary server system regarding the received transactions; and
a plurality of application sets with one set associated with each tenant and accessible to the intermediary server;
wherein the intermediary server, notified of a transaction destined for a particular tenant by the routing point, causes that transaction to be processed and routed according to the application set associated with the particular tenant. - View Dependent Claims (35, 36, 37, 38, 39, 40, 41, 42, 43, 44)
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45. A method for sharing communication center resources in a multi-tenant communication center comprising steps of:
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(a) associating a set of service applications with individual ones of the tenants;
(b) receiving a transaction and associating the transaction with one of the tenants; and
(c) utilizing resources of the communication center for processing the transaction according to the set of service applications associated with that one of the tenants. - View Dependent Claims (46, 47, 48)
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Specification