Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tenant communication center
First Claim
1. A server system for routing and processing telephony events in a multiple-tenant communication facility, comprising:
- a routing point having multiple venues for receiving and notifying of telephony events according to venue;
a plurality of application sets associated one each per venue; and
an intermediary server disposed between and connected to the routing point and to the plurality of application sets;
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 application sets and wherein each application set functions on behalf of at least one tenant of the multiple-tenant communication facility.
10 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.
28 Citations
33 Claims
-
1. A server system for routing and processing telephony events in a multiple-tenant communication facility, comprising:
-
a routing point having multiple venues for receiving and notifying of telephony events according to venue; a plurality of application sets associated one each per venue; and an intermediary server disposed between and connected to the routing point and to the plurality of application sets; 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 application sets and wherein each application set functions on behalf of at least one tenant of the multiple-tenant communication facility. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 19)
-
-
12. A mapping server for mapping and establishing communication paths between multiple tenant-dedicated venues and multiple tenant-dedicated transaction server application sets in a multi-tenant communication facility 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 application sets; and a software table running on the server for updating and keeping track of the mapping assignments between the dedicated venues and the application sets. - View Dependent Claims (13, 14, 15, 16, 17, 18)
-
-
20. A software application for emulating server function in a communication facility, 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. - View Dependent Claims (21, 22, 23, 24)
-
-
25. A method for sharing resources in a multi-tenant communication facility, comprising steps of:
-
(a) dividing the resources into separate venues assigned and dedicated one per tenant; (b) providing individually assigned and dedicated tenant application sets; (c) providing an intermediary mapping application for connecting individual ones of the venues associated with the resources to individual ones of the tenant application sets for communication of notifications of events and call-disposal instructions. - View Dependent Claims (26, 27, 28, 29, 30, 31, 32, 33)
-
Specification