Systems and methods for selection of a communication path
First Claim
1. A system for selecting a communication path related to a networked contact center, the system comprising:
- a communication module configurable to receive data that includes control data facilitated by a signaling protocol and that indicates that a customer of a tenant is seeking to initiate a communication with the tenant; and
a path selection module configurable to;
register a first location, the first location being a geographical location of an agent associated with the tenant,determine a second location, the second location being a geographical location of the customer of the tenant, andbased on the first location and the second location, establish the communication between the agent and the customer by selecting a communication path having low communication latency as a function of the first location and the second location.
4 Assignments
0 Petitions
Accused Products
Abstract
Embodiments of systems for selecting a communication path related to a networked contact center comprise a communication module configurable to receive data indicating that a customer of a tenant is seeking to initiate a communication with the tenant, and a path selection module configurable to register a first location, the first location being a geographical location of an agent associated with the tenant, determine a second location, the second location being a geographical location of the customer of the tenant, and based on the first location and the second location, establish the communication between the agent and the customer using a communication path having low communication latency.
86 Citations
23 Claims
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1. A system for selecting a communication path related to a networked contact center, the system comprising:
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a communication module configurable to receive data that includes control data facilitated by a signaling protocol and that indicates that a customer of a tenant is seeking to initiate a communication with the tenant; and a path selection module configurable to; register a first location, the first location being a geographical location of an agent associated with the tenant, determine a second location, the second location being a geographical location of the customer of the tenant, and based on the first location and the second location, establish the communication between the agent and the customer by selecting a communication path having low communication latency as a function of the first location and the second location. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A computer-implemented method for selection of a communication path related to a networked contact center, the method comprising:
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registering a first location, the first location being a geographical location of an agent associated with a tenant; receiving data, that includes control data facilitated by a signaling protocol and that indicates that a customer is seeking to initiate a communication concerning the tenant; determining a second location, the second location being a geographical location of the customer of the tenant; and based on the first location and the second location, establishing a communication between the agent and the customer by selecting a communication path having low communication latency as a function of the first location and the second location. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. A non-transitory computer-readable medium comprising instructions, which when implemented by one or more processors, perform the following operations:
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register a first location, the first location being a geographical location of an agent associated with a tenant; receive data that includes control data facilitated by a signaling protocol and that indicates that a customer is seeking to initiate a communication concerning the tenant; determine a second location, the second location being a geographical location of the customer of the tenant; and based on the first location and the second location, establish a communication between the agent and the customer by selecting a communication path having low communication latency as a function of the first location and the second location. - View Dependent Claims (20, 21)
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22. A computer-implemented apparatus for selection of a path in media communications related to a networked contact center, said apparatus comprising:
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means for registering a first location, the first location being a geographical location of an agent associated with a tenant; means for receiving data that includes control data facilitated by a signaling protocol and that indicates that a customer is seeking to initiate a communication concerning the tenant; means for determining a second location, the second location being a geographical location of the customer of the tenant; and means for establish a communication between the agent and the customer using a communication path having low communication latency and selected based on the first location and the second location. - View Dependent Claims (23)
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Specification