Dynamic load balancing between multiple locations with different telephony system
First Claim
1. A computer-readable storage device comprising instructions that, when executed by a computer, cause the computer to perform operations comprising:
- 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 is configured to route a first percentage of a 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.
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Accused Products
Abstract
A method includes receiving a call from a primary interactive voice response (IVR) system at a load-balancing IVR system. The primary IVR system routes a first percentage of calls to routing logic and a second percentage of calls to the load-balancing IVR system. A telephony system is selected from among a plurality of telephony systems based on agent availability data associated with call center sites of the plurality of telephony systems. The method includes routing the call to a routing protocol component of the routing logic, where the routing protocol component routes the call to a call center of the selected telephony system.
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Citations
20 Claims
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1. A computer-readable storage device comprising instructions that, when executed by a computer, cause the computer to perform operations 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 is configured to route a first percentage of a 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 (2, 3, 4, 5, 6, 7, 8)
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9. A computer-readable storage device comprising instructions that, when executed by a computer, cause the computer to perform operations 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 received calls 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 (10, 11, 12)
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13. A system comprising:
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a processor; and a memory storing instructions executable by the processor to perform operations including; 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 is based on routing criteria; receiving agent availability data associated with a plurality of telephony systems; and dynamically routing the call based on the agent availability data. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20)
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Specification