Distributed event delivery

• US 9,590,840 B2
• Filed: 11/09/2015
• Issued: 03/07/2017
• Est. Priority Date: 12/04/2012
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Glagolev, Anatoliy, Tikin, Alexander
• Primary Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US14/936,630
• Publication Number:
  US 20160105561A1
• Time in Patent Office: 484 Days
• Field of Search: 37926501-26502, 379/266.01
• US Class Current: 1/1
• CPC Class Codes: G06F 40/205 Parsing
• CPC Class Codes: G06F 9/50 Allocation of resources, e.g. of the central processing unit [CPU]
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: H04L 41/04 Network management architectures or arrangements
• CPC Class Codes: H04L 41/12 Discovery or management of network topologies
• CPC Class Codes: H04L 45/26 Route discovery packet
• CPC Class Codes: H04L 61/106 across networks, e.g. mapping telephone numbers to data network addresses
• CPC Class Codes: H04L 61/4541 Directories for service discovery
• CPC Class Codes: H04L 61/4557 Directories for hybrid networks, e.g. including telephone numbers
• CPC Class Codes: H04L 65/1045 Proxies, e.g. for session initiation protocol [SIP]
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04L 67/1001 for accessing one among a plurality of replicated servers
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/42306 Number translation services, e.g. premium-rate, freephone or vanity number services
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A distributed method of delivering events to agent devices. A first software module generates an event, e.g., a screen pop event or a ringing event, for delivery to a second module responsible for an agent device. A third module, which may be the same module as the first module, evaluates a hash function to determine an identifier for the second module from an identifier for the agent device. The first module delivers the event to the second module, which responds to the event, e.g., by causing an agent device to generate a ringing alert or to display a screen pop.

Claims

1. A method for distributed event delivery, comprising:

identifying, by a first module executing on a first computing device, data associated with an interaction;

identifying, by the first module, a resource identifier of a contact center resource to which the interaction is to be routed;

generating, by the first module, an event for the contact center resource,

identifying a second module associated with the contact center resource, wherein the identifying includes outputting a module identifier for the second module as a function of the resource identifier for the contact center resource; and

sending the event to the second module based on the output module identifier.

2. The method of claim 1 further comprising:

forwarding the event to the contact center resource identified by the resource identifier, wherein the resource generates an output in response to the event.

3. The method of claim 2, wherein the event is a ringing event.

4. The method of claim 3, comprising:

receiving, by the contact center resource, the ringing event; and

generating, by the contact center resource, a ringing alert.

5. The method of claim 2, comprising routing a call to an agent device associated with the resource identifier.

6. The method of claim 2, wherein the event is a screen pop event.

7. The method of claim 6, comprising:

receiving, by an agent device associated with the contact center resource, the screen pop event; and

generating, by the agent device, a screen pop.

8. The method of claim 1, wherein the function is a hash function taking as an input the resource identifier of the contact center resource.

9. The method of claim 8, wherein the hash function is a consistent hash function.

10. The method of claim 9, wherein the hash function comprises:

a first basic hash function configured to map resource identifiers into a range; and

a second basic hash function configured to map module identifiers into the range.

11. The method of claim 10, wherein the second basic hash function is further configured to map a replica of each module identifier into the range.

12. The method of claim 8, wherein the hash function is configured to map resource identifiers corresponding to resources in a geographic region into module identifiers corresponding to modules executing on computing devices in the geographic region.

13. The method of claim 1, wherein the second module executes on a second computing device.

14. The method of claim 13, wherein the second computing device is the same computing device as the first computing device.

15. The method of claim 1, wherein the resource identifier is a directory number associated with the contact center resource.

16. The system of claim 15, wherein the resource identifier is a directory number associated with the contact center resource.

17. A system for distributed event delivery, the system comprising:

a first computing device; and

a first memory hosting a first module, wherein the first memory has stored thereon instructions that, when executed by the first computing device, cause the first computing device to;

identify data associated with an interaction;

identify a resource identifier of a contact center resource to which the interaction is to be routed;

generate an event for the contact center resource;

identify a second module associated with the contact center resource, wherein the instructions that cause the first computing device to identify the second module include instructions that cause the first computing device to output a module identifier for the second module as a function of the resource identifier for the contact center resource; and

send the event to the second module based on the output module identifier.

18. The system of claim 17, wherein the event is a ringing event, and a voice connection is established with a communication device associated with the contact center resource in response to answering the ringing event.

19. The system of claim 18 further comprising:

an electronic switch for establishing the voice connection with the communication device.

20. The system of claim 17, wherein the event is a screen pop event for invoking a display of the data on a display device associated with the contact center resource.