Bidding work assignment on conference/subscribe RTP clearing house
First Claim
Patent Images
1. A communication method, comprising:
- receiving a contact at a work item distribution mechanism in a contact center, the contact center further comprising at least first and second remote sites in communication with the work item distribution mechanism;
generating a work item corresponding to the contact;
receiving a first bid and second bid from the first and second remote sites, respectively, the first and second bids comprising bid parameters defining each site'"'"'s ability or desire to process the work item, wherein the first bid is provided to the work item distribution mechanism via a first RTP stream established between the first remote site and the work item distribution mechanism;
analyzing, at the work item distribution mechanism, the bid parameters of the first and second bids;
determining, based on the analysis, that the bid parameters of the first bid satisfy a set of bid requirements associated with the contact more completely than the bid parameters of the second bid; and
forwarding the work item to the first remote site for processing by the first remote site.
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Abstract
A distributed contact center and method of managing tasks within such a contact center is provided. The various sites of the distributed contact center are adapted to bid on contacts by transmitting bids to a work item distribution mechanism via RTP streams, thereby enabling the work item distribution mechanism to analyze the bids in real-time and route the contact accordingly.
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Citations
18 Claims
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1. A communication method, comprising:
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receiving a contact at a work item distribution mechanism in a contact center, the contact center further comprising at least first and second remote sites in communication with the work item distribution mechanism; generating a work item corresponding to the contact; receiving a first bid and second bid from the first and second remote sites, respectively, the first and second bids comprising bid parameters defining each site'"'"'s ability or desire to process the work item, wherein the first bid is provided to the work item distribution mechanism via a first RTP stream established between the first remote site and the work item distribution mechanism; analyzing, at the work item distribution mechanism, the bid parameters of the first and second bids; determining, based on the analysis, that the bid parameters of the first bid satisfy a set of bid requirements associated with the contact more completely than the bid parameters of the second bid; and forwarding the work item to the first remote site for processing by the first remote site. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A contact center, comprising:
a work item distribution mechanism in communication with at least a first remote site and second remote site, the work item distribution mechanism being adapted to receive a contact and generate a work item for that contact, the work item distribution mechanism also adapted to receive a first bid and second bid from the first and second remote sites, respectively, the first and second bids comprising bid parameters defining each site'"'"'s ability or desire to process the work item, wherein the first bid is provided to the work item distribution mechanism via a first RTP stream established between the first remote site and the work item distribution mechanism, wherein the work item distribution mechanism is further adapted to analyze the bid parameters of the first and second bids, determine, based on the analysis, that the bid parameters of the first bid satisfy a set of bid requirements associated with the work item more completely than the bid parameters of the second bid, and route the work item to the first remote site for processing by the first remote site. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17)
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18. A non-transitory computer program product comprising computer executable instructions stored onto a computer readable medium which, when executed by a processor of a computer, cause the processor to execute a method, the method comprising:
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receiving a first bid and second bid from first and second remote sites, respectively, the first and second bids comprising bid parameters defining each site'"'"'s ability or desire to process one or more work items, wherein the first bid is received via a first RTP stream established with the first remote site; analyzing the bid parameters of the first and second bids; determining that the first bid is a winning bid; and routing one or more work items to the first remote site for processing by the first remote site.
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Specification