System and method for handling resource failure in a hybrid contact center operations environment

• US 9,559,939 B2
• Filed: 03/15/2013
• Issued: 01/31/2017
• Est. Priority Date: 03/15/2013
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Bischoff, Brian, Kerlin, Gregg, Lum, Henry, Huovinen, Donald, Islam, Tamal, Stocking, Terry
• Primary Examiner(s): SMARTH, GERALD A
• Application Number:
  US13/843,238
• Publication Number:
  US 20140269258A1
• Time in Patent Office: 1,418 Days
• Field of Search: 370/221
• US Class Current: 1/1
• CPC Class Codes: H04L 45/22 Alternate routing
• CPC Class Codes: H04L 45/28 using route fault recovery

Abstract

A system for providing failover capabilities in a hybrid operations environment including a first operations environment and a second operations environment includes a first controller in a first operations environment configured to receive registration information for an agent device, and a second controller in a second operations environment configured to receive the registration information from the first controller. The first controller is a stand-by controller and the second controller is a primary controller. In response to determining that the second controller is not available for routing an inbound call, a media gateway is configured to transmit a request to the first controller in the first operations environment for routing the call to the agent device.

Claims

1. A method for providing failover capabilities in a hybrid operations environment including a first operations environment and a second operations environment, the method comprising:

receiving registration information for an agent device at a first controller in a first operations environment, wherein the first controller is a standby controller;

transmitting, by the first controller, the registration information to a second controller in a second operations environment, wherein the second controller is a primary controller, wherein the first operations environment is a contact center premise and the second operations environment is geographically remote from the contact center premise;

receiving at a media gateway an inbound call;

determining whether the second controller, which is geographically remote from the agent device, is available;

in response to determining that the second controller is available, signaling the media gateway to route the inbound call to the agent device based on the registration information stored in the second controller; and

in response to determining that the second controller is not available, transmitting a request to the first controller in the first operations environment for routing the call to the agent device.

2. The method of claim 1, wherein the registration information is associated with a telephone number.

3. The method of claim 1, wherein the first and second controllers are servers for providing voice-over-IP signaling.

4. The method of claim 1, wherein the determining that the second controller is not available is based on a lack of response, within a particular time period, to a request for routing a call.

5. The method of claim 1, further comprising:

detecting by a control device loss of connection with a device associated with an agent;

identifying by the control device a second device associated with the agent; and

routing a call to be handled by the agent to the second agent device instead of the first agent device in response to detecting the loss of connection.

6. The method of claim 1, wherein the second operations environment is a cloud computing environment.

7. The method of claim 1, wherein the first controller transmits the registration information to the second controller over a wide area network.

8. The method of claim 1, wherein the second controller receives the registration information from the first controller without receiving the registration information from the agent device.

9. The method of claim 1, wherein the first and second controllers are servers for setting up and tearing down telephony communication sessions.

10. A system for providing failover capabilities in a hybrid operations environment including a first operations environment and a second operations environment, the system comprising:

a first controller in a first operations environment configured to receive registration information for an agent device, wherein the first controller is a standby controller;

a second controller in a second operations environment configured to receive the registration information from the first controller, wherein the second controller is a primary controller, wherein the first operations environment is a contact center premise and the second operations environment is geographically remote from the contact center premise,

wherein in response to determining that the second controller is available, signaling a media gateway to route the inbound call to the agent device based on the registration information stored in the second controller,

wherein, in response to determining that the second controller, which is geographically remote from the agent device, is not available for routing an inbound call, the media gateway is configured to transmit a request to the first controller in the first operations environment for routing the call to the agent device.

11. The system of claim 10, wherein the registration information is associated with a telephone number.

12. The system of claim 10, wherein the first and second controllers are servers for providing voice-over-IP signaling.

13. The system of claim 10, wherein the determining that the second controller is not available is based on a lack of response, within a particular time period, to a request for routing a call.