Dynamic load balancing between multiple locations with different telephony system
First Claim
1. A load-balancing interactive voice response system comprising:
- an input configured to receive a call from a primary interactive voice response system, wherein the primary interactive voice response system receives a plurality of calls and is configured to route a percentage of the plurality of calls to the load-balancing interactive voice response system;
logic to select a telephony system from among a plurality of telephony systems based on agent availability data of the plurality of telephony systems; and
at least one output to route the received call to a routing protocol component associated with a call center site of the selected telephony system based on a routing protocol associated with the selected telephony system.
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Accused Products
Abstract
A system and method for dynamic load balancing between telephony systems are provided. The system includes an input to receive a call from a primary interactive voice response (IVR) system. The system also includes an IVR unit responsive to the call to receive input from a caller. The system also includes logic to select a telephony system from among a plurality of telephony systems based on the input from the caller and based on agent availability data of the plurality of telephony systems. The system further includes at least one output to send the received call for allocation to a call center site of the selected telephony system based on a routing protocol associated with the selected telephony system.
226 Citations
22 Claims
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1. A load-balancing interactive voice response system comprising:
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an input configured to receive a call from a primary interactive voice response system, wherein the primary interactive voice response system receives a plurality of calls and is configured to route a percentage of the plurality of calls to the load-balancing interactive voice response system; logic to select a telephony system from among a plurality of telephony systems based on agent availability data of the plurality of telephony systems; and at least one output to route the received call to a routing protocol component associated with a call center site of the selected telephony system based on a routing protocol associated with the selected telephony system. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A method comprising:
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receiving a call from a primary interactive voice response system at a load-balancing interactive voice response system, wherein the primary interactive voice response system receives a plurality of calls and is configured to route a first percentage of the plurality of calls to routing logic and to route a second percentage of the plurality of calls to the load-balancing interactive voice response system; selecting a telephony system from among a plurality of telephony systems based on agent availability data associated with call center sites of the plurality telephony systems; and routing the call to a routing protocol component of the routing logic, wherein the routing protocol component routes the call to a call center of the selected telephony system. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19)
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20. A method comprising:
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receiving, at routing logic, a call directed to a primary interactive voice response system, wherein the primary interactive voice response system is configured to route a first percentage of received calls to the routing logic and to route a second percentage of the received calls to a load-balancing interactive voice response system, wherein the first percentage of calls received at the routing logic is based at least partially on routing criteria; receiving agent availability data associated with a plurality of telephony systems; and dynamically routing the call based at least partially on the agent availability data. - View Dependent Claims (21, 22)
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Specification