HYBRID CLOUD ARCHITECTURE WITH OPTIMIZED LOCAL DELIVERY

• US 20140280720A1
• Filed: 10/31/2013
• Published: 09/18/2014
• 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 R., Huovinen, Donald, Islam, Tamal, Stocking, Terry, Anderson, David H., Kovalenko, Galina, Bretherton, Bernard, Sayko, Vyacheslav
• Granted Patent: US 9,948,782 B2
• Time in Patent Office: Days
• US Class Current: 709/217
• 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 identification of a location of the contact center resource;

retrieving from the message, by the processor, identification information associated with the first contact center resource;

identifying, by the processor, the location of the first contact center resource based on the retrieved identification information; and

selecting, by the processor, a second contact center resource based on the identified location of 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 or IP address.

3. The method of claim 1, wherein the identification information is metadata specific to the first contact center resource.

4. 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.

5. The method of claim 1 further comprising:

encoding, by the processor, the identification information contained in the message for preserving the information as the message traverses the edge device.

6. 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.

7. The method of claim 1, wherein the first contact center resource is located in the first operations environment.

8. The method of claim 1, wherein the first and second contact center resources are located in a third operations environment separate from the first and second operations environments.

9. The method of claim 8, 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.

10. The method of claim further comprising:

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

retrieving the mapping information for identifying the location of the first contact center resource.

11. 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 identification of a location of the contact center resource;

retrieve from the message identification information associated with the first contact center resource;

identify the location of the first contact center resource based on the retrieved identification information; and

select a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.

12. The system of claim 11, wherein the identification information is at least one of a telephone number or IP address.

13. The system of claim 11, wherein the identification information is metadata specific to the first contact center resource.

14. The system of claim 11, 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.

15. The system of claim 11, wherein the instructions further cause the processor to:

encode the identification information contained in the message for preserving the information as the message traverses the edge device.

16. The system of claim 11, 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.

17. The system of claim 11, wherein the first contact center resource is located in the first operations environment.

18. The system of claim 11, wherein the first and second contact center resources are located in a third operations environment separate from the first and second operations environments.

19. The system of claim 18, 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.

20. The system of claim 11, wherein the memory further stores mapping information of contact center resources and corresponding location information, wherein the instructions further cause the processor to:

retrieve the mapping information for identifying the location of the first contact center resource.