Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tennant communication center
First Claim
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 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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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
33 Claims
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1. A transaction server system for routing and processing telephony events in a multi-tenant communication center comprising:
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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 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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 19)
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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:
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at least one bi-directional port for establishing communication wit 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 sever applications. - View Dependent Claims (13, 14, 15, 16, 17, 18)
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20. A software application for emulating transaction server function in a CTI-enabled communication center comprising:
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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. - View Dependent Claims (21, 22, 23, 24)
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25. A method for sharing communication center resources in a multi-tenant communication center comprising steps of:
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(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 in 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. - View Dependent Claims (26, 27, 28, 29, 30, 31, 32, 33)
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Specification