Dynamic load balancing between multiple locations with different telephony system
First Claim
1. A system comprising:
- routing logic which comprises an allocation component to allocate its received calls among a plurality of telephony systems including a first telephony system and a second telephony system, the routing logic comprising a first routing protocol (RP) component to distribute those of the calls allocated to the first telephony system among a first plurality of call center sites of the first telephopy system, the routing logic further comprising a second RP component to distribute those of the calls allocated to the second telephony system among a second plurality of call center sites of the second telephony system;
a load-balancing Interactive Voice Response (IVR) system which dynamically distributes its received calls between the plurality of telephony systems based on agent availability data associated with the first plurality of call center sites and the second plurality of call center sites; and
a primary IVR system to receive a plurality of calls and to route a first percentage thereof to the routing logic and a second percentage thereof to the load-balancing IVR system.
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Accused Products
Abstract
An allocation component allocates its received calls among a plurality of telephony systems including a first telephony system and a second telephony system. A first routing protocol (RP) component distributes those of the calls allocated to the first telephony system among a first plurality of call center sites. A second RP component distributes those of the calls allocated to the second telephony system among a second plurality of call center sites. A load-balancing Interactive Voice Response (IVR) system dynamically distributes its received calls between the plurality of telephony systems based on agent availability data associated with the first and second plurality of call center sites and the second plurality of call center sites. A primary IVR receives a plurality of calls and routes a first percentage thereof to the allocation component and a second percentage thereof to the load-balancing IVR system.
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Citations
20 Claims
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1. A system comprising:
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routing logic which comprises an allocation component to allocate its received calls among a plurality of telephony systems including a first telephony system and a second telephony system, the routing logic comprising a first routing protocol (RP) component to distribute those of the calls allocated to the first telephony system among a first plurality of call center sites of the first telephopy system, the routing logic further comprising a second RP component to distribute those of the calls allocated to the second telephony system among a second plurality of call center sites of the second telephony system; a load-balancing Interactive Voice Response (IVR) system which dynamically distributes its received calls between the plurality of telephony systems based on agent availability data associated with the first plurality of call center sites and the second plurality of call center sites; and a primary IVR system to receive a plurality of calls and to route a first percentage thereof to the routing logic and a second percentage thereof to the load-balancing IVR system. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method comprising:
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distributing a first percentage of calls received by a primary Interactive Voice Response (IVR) system to a routing logic component and a second percentage of the calls to a load-balancing IVR system; allocating the calls received by the routing logic component among a plurality of telephony systems including a first telephony system and a second telephony system, the first telephony system having a first plurality of call center sites, the second telephony system having a second plurality of call center sites; dynamically distributing the calls received by the load-balancing IVR system between the plurality of telephony systems based on agent availability data associated with the first plurality of call center sites and the second plurality of call center sites; distributing those of the calls allocated to the first telephony system among a first plurality of call center sites of the first telephony system by a first routing protocol (RP) component; and distributing those of the calls allocated to the second telephony system among a second plurality of call center sites of the second telephony system by a second RP component. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification