Method and apparatus for routing calls by proxy using virtual transaction servers in a multi-tennant communication center

• US 7,277,536 B2
• Filed: 07/11/2006
• Issued: 10/02/2007
• Est. Priority Date: 07/24/2001
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Ostapchuk, Yuri
• Primary Examiner(s): Hong; Harry S.
• Application Number:
  US11/456,796
• Publication Number:
  US 20060245421A1
• Time in Patent Office: 448 Days
• Field of Search: 379/88.01, 379/88.02, 379/88.17, 379/88.18, 379/201.02, 379/265.02, 379/265.09
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

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.

Claims

1. A system for routing and processing transactions in a multiple-tenant communication facility, comprising:

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.

2. The system of claim 1 wherein the routing point is a telephony switch hosted in a telephony network.

3. The server system of claim 1 wherein the routing point is a telephony switch hosted within the multi-tenant communication center.

4. The system of claim 1 wherein the routing point is an Internet protocol router hosted in the Internet network.

5. The system of claim 1 wherein the routing point is an Internet protocol router hosted within the multi-tenant communication center and connected to the Internet.

6. The system of claim 1 wherein the application sets are tenant-dedicated hardware resources coupled to an interactive voice response (IVR) system coupled to the routing point.

7. The system of claim 1 wherein the application sets are tenant-dedicated software resources executable by an interactive voice response (IVR) system coupled to the routing point.

8. The system of claim 1 wherein the multi-tenant communication center handles connection-oriented-switched-telephony (COST) transactions.

9. The system of claim 1 wherein the multi-tenant communication center handles Internet-protocol-network-telephony IPNT transactions.

10. The system of claim 1 wherein the multi-tenant communication center handles both COST and IPNT transactions.

11. The system of claim 1 wherein the application sets are configurable.

12. A method for sharing communication center resources in a multi-tenant communication center comprising steps of:

(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.

13. The method of claim 12 wherein in step (a) the application sets are implemented in hardware coupled to an Interactive Voice Response (IVR) system in a connection-oriented-switched-telephony (COST) center.

14. The method of claim 12 wherein in step (a) the application sets are software resources coupled to an Interactive Voice Response (IVR) system in a connection-oriented-switched-telephony (COST) center.

15. The method of claim 12 wherein in step (a) the application sets are implemented in hardware coupled to an Interactive Voice Response (IVR) system in an Internet Protocol Network Telephony (IPNT) center.