Mechanism for multisite service state description
First Claim
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1. A method, comprising:
- determining a state of a first skill at a first site in a contact center;
determining a state of a second skill at the first site in the contact center;
generating a message comprising state information, the state information comprising the state of the first skill at the first site and the state of the second skill at the first site; and
transmitting the message to a second site in the contact center,wherein the message comprises a maximum transmission unit in bytes and wherein the number of skills having a respective state described in the state information is greater than or equal to the maximum transmission unit of the message.
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Abstract
A distributed contact center is described and systems, methods, and devices for sharing state information between the various parts of the contact center are provided. Skill state information is condensed into one or several bits such that a message describing the state of multiple skills can be generated and shared with other parts of the contact center. This provides the ability to convey a large amount of state information for a particular site in a multi-site system without consuming a large amount of bandwidth or utilizing a large amount of processing capabilities.
213 Citations
19 Claims
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1. A method, comprising:
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determining a state of a first skill at a first site in a contact center; determining a state of a second skill at the first site in the contact center; generating a message comprising state information, the state information comprising the state of the first skill at the first site and the state of the second skill at the first site; and transmitting the message to a second site in the contact center, wherein the message comprises a maximum transmission unit in bytes and wherein the number of skills having a respective state described in the state information is greater than or equal to the maximum transmission unit of the message. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A method, comprising:
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determining a state of a first skill at a first site in a contact center; determining a state of a second skill at the first site in the contact center; generating a message comprising state information, the state information representing the state of at least the first and second skills; and transmitting the message to a second site in the contact center; wherein the determining, generating, and transmitting steps are performed at a predetermined rate that is less than once every 5 seconds, wherein the message comprises a maximum transmission unit in bytes and wherein the number of skills having their state described in the state information is greater than or equal to the maximum transmission unit of the message. - View Dependent Claims (8, 9)
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10. An automated contact distributor configured to distribute contacts among a plurality of resources in a contact center, wherein the contact center comprises at least two sites and wherein the automated contact distributor is located at a first of the at least two sites, the automated contact distributor comprising:
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a work item queue comprising a plurality of queue positions for assignment to one or more work items received at the automated contact distributor; a status module adapted to determine a state for each of a plurality of skills associated with the first site; and a messaging module adapted to generate a message comprising state information, wherein the state information represents a state for each of two or more skills determined by the status module, wherein the message comprises a maximum transmission unit in bytes and wherein the number of skills having a respective state described in the state information is greater than or equal to the maximum transmission unit of the message. - View Dependent Claims (11, 12, 13, 14)
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15. An automated contact distributor configured to distribute contacts among a plurality of resources in a contact center, wherein the contact center comprises at least two sites and wherein the automated contact distributor is located at a first of the at least two sites, the automated contact distributor comprising:
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a work item queue comprising a plurality of queue positions for assignment to one or more work items received at the automated contact distributor; a status module adapted to determine a state for each of a plurality of skills associated with the first site; and a messaging module adapted to generate a message comprising state information, wherein the state information represents a state for each of two or more skills determined by the status module, wherein the message comprises a maximum transmission unit in bytes and wherein the number of skills having a respective state described in the state information is greater than or equal to the maximum transmission unit of the message. - View Dependent Claims (16)
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17. A message generated by or received at an automated contact distributor, the message representing state information for two or more skills associated with a resource, wherein the state information is the status of the state of each of the two or more skills,
wherein the message comprises a maximum transmission unit in bytes and wherein the number of skills having a respective state described in the state information is greater than or equal to the maximum transmission unit of the message.
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19. A message generated by or received at an automated contact distributor, the message representing state information for two or more skills associated with a resource, further comprising a maximum transmission unit in bytes and wherein the number of skills having a corresponding state described in the state information is greater than or equal to the maximum transmission unit of the message.
Specification