Distributed call-routing systems

• US 8,059,812 B1
• Filed: 04/13/2007
• Issued: 11/15/2011
• Est. Priority Date: 04/13/2007
• Status: Active Grant

• Current Assignee: Serenova LLC (Lifesize Communications Incorporated)
• Original Assignee: Liveops Incorporated
• Inventors: Bundy, Bruce
• Primary Examiner(s): NGUYEN, PHUNG HOANG JOSEPH
• Application Number:
  US11/787,000
• Time in Patent Office: 1,677 Days
• Field of Search: 379/265.02, 379/265.05, 37926511-26514
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

An exemplary method for selecting a resource for handling a call in a distributed call-routing system comprises obtaining, at a local call-routing proxy, a request for a resource to handle a call from a local automatic call director, distributing the request to a plurality of remote call-routing proxies, each remote call-routing proxy being configured to obtain responses to the request from a plurality of servers storing data relating to a plurality of resources, process the responses from the servers to produce a first reduced number of responses and send the first reduced number of responses to the local call-routing proxy, processing responses from remote call-routing proxies at the local call-routing proxy, enabling the local automatic call director to obtain a second reduced number of responses, and enabling the local automatic call director to select a resource to handle the call.

Claims

1. A method for selecting a resource for handling a call in a distributed call-routing system, comprising:

(a) obtaining, at a local call-routing proxy, a resource request for handling a call from a local automatic call director;

(b) distributing the request to a plurality of remote call-routing proxies, each remote call-routing proxy being configured to;

(1) obtain responses to the request from a plurality of servers storing data relating to a plurality of resources;

(2) process the responses from the servers to produce a first reduced number of responses; and

(3) send the first reduced number of responses to the local call-routing proxy;

(c) processing responses from remote call-routing proxies at the local call-routing proxy;

(d) enabling the local automatic call director to obtain a second reduced number of responses based on the processing in (c); and

(e) enabling the local automatic call director to select the resource from among the plurality of resources to handle the call based at least on the second reduced number of responses.

2. The method of claim 1, wherein said distributing is performed in parallel to said plurality of remote call-routing proxies.

3. The method of claim 1, wherein said processing of responses from the servers includes:

(i) aggregating responses from said servers;

(ii) evaluating said aggregated responses; and

(iii) generating said first reduced number of responses based on said evaluating.

4. The method of claim 3, wherein said evaluating includes:

ranking resources associated with said responses from said servers; and

selecting one or more resources based on said ranking.

5. The method of claim 3, wherein said evaluating includes applying a resource selection algorithm such that probability of selecting a resource is proportional to a weighted value assigned to that resource.

6. The method of claim 1, wherein said processing of responses from remote call-routing proxies includes:

(i) aggregating responses from said remote call-routing proxies;

(ii) evaluating said aggregated responses; and

(iii) generating said second reduced number of responses based on said evaluating.

7. The method of claim 6, wherein said evaluating includes:

ranking resources associated with said responses from said remote call-routing proxies; and

selecting one or more resources based on said ranking.

8. The method of claim 6, wherein said evaluating includes applying a resource selection algorithm such that the probability of selecting a resource is proportional to a weighted value assigned to that resource.

9. The method of claim 1, wherein said enabling in (e) includes applying a resource selection algorithm such that the probability of selecting a resource is proportional to a weighted value assigned to that resource.

10. A distributed call-routing system, comprising:

a plurality of clusters of computing devices, at least some of said clusters including an automatic call director, a set of resource servers, and a call-routing proxy, said call-routing proxy being configured to;

(a) obtain a resource request for handling a call from a local automatic call director;

(b) distribute the request to a plurality of remote call-routing proxies at remote clusters of computing devices, each remote call-routing proxy being configured to;

(1) obtain responses to the request from a plurality of servers storing data relating to a plurality of resources;

(2) process the responses from the servers to produce a first reduced number of responses; and

(3) send the first reduced number of responses to the call-routing proxy;

(c) process responses from remote call-routing proxies;

(d) enable the local automatic call director to obtain a second reduced number of responses based on the processing in (c); and

(e) enabling the local automatic call director to select a resource from among the plurality of resources to handle the call.

11. The system of claim 10, wherein said remote call-routing proxy is further configured to:

(i) aggregate responses from said servers;

(ii) evaluate said aggregated responses; and

(iii) generate said first reduced number of responses based on said evaluation in (ii).

12. The system of claim 11, wherein said evaluating includes:

ranking resources associated with said responses from said servers; and

selecting one or more resources based on said ranking.

13. The system of claim 11, wherein said evaluating includes applying a resource selection algorithm such that probability of selecting a resource is proportional to a weighted value assigned to that resource.

14. The system of claim 10, wherein said call-routing proxy is further configured to:

(i) aggregate responses from said remote call-routing proxies;

(ii) evaluate said aggregated responses; and

(iii) generate said second reduced number of responses based on said evaluation in (ii).

15. A non-transitory computer-readable storage medium for selecting a resource for handling a call in a distributed call-routing system comprising logic instructions that, when executed:

(a) obtain, at a local call-routing proxy, a resource request for handling a call from a local automatic call director;

(b) distribute the request to a plurality of remote call-routing proxies, each remote call-routing proxy being configured to;

(1) obtain responses to the request from a plurality of servers storing data relating to a plurality of resources;

(2) process the responses from the servers to produce a first reduced number of responses; and

(3) send the first reduced number of responses to the local call-routing proxy;

(c) process responses from remote call-routing proxies at the local call-routing proxy;

(d) enable the local automatic call director to obtain a second reduced number of responses based on the processing in (c); and

(e) enable the local automatic call director to select the resource from among the plurality of resources to handle the call.

16. The computer-readable storage medium of claim 15, wherein said remote call-routing proxy is further configured to:

(i) aggregate responses from said servers;

(ii) evaluate said aggregated responses; and

(iii) generate said first reduced number of responses based on said evaluation in (ii).

17. The computer-readable storage medium of claim 16, wherein said evaluate includes:

ranking resources associated with said responses from said servers; and

selecting one or more resources based on said ranking.

18. The computer-readable storage medium of claim 16, wherein said evaluate includes applying a resource selection algorithm such that the probability of selecting a resource is proportional to a weighted value assigned to that resource.

19. The computer-readable storage medium of claim 15, further comprising logic instructions that, when executed cause the local call-routing proxy to:

(i) aggregate responses from said remote call-routing proxies;

(ii) evaluate said aggregated responses; and

(iii) generate said second reduced number of responses based on said evaluation in (ii).

20. A distributed call-routing system, comprising:

(a) means for receiving, at a local call-routing proxy, a resource request for handling a call from a local automatic call director;

(b) means for distributing the request to a plurality of remote call-routing proxies, each remote call-routing proxy being configured to;

(1) obtain responses to the request from a plurality of servers storing data relating to a plurality of resources;

(2) process the responses from the servers to produce a first reduced number of responses; and

(3) send the first reduced number of responses to the local call-routing proxy;

(c) means for processing responses from remote call-routing proxies at the local call-routing proxy;

(d) means for enabling the local automatic call director to obtain a second reduced number of responses based on the processing in (c); and

(e) means for enabling the local automatic call director to select a resource from among the plurality of resources to handle the call.