System and method of contact identification dissemination

• US 9,591,115 B2
• Filed: 05/31/2016
• Issued: 03/07/2017
• Est. Priority Date: 06/02/2015
• Status: Active Grant

• Current Assignee: Interactive Intelligence Group Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Interactive Intelligence Group Incorporated (Genesys Cloud Services Incorporated)
• Inventors: King, Kevin Elliott
• Primary Examiner(s): TIEU, BINH KIEN
• Application Number:
  US15/169,047
• Publication Number:
  US 20160360017A1
• Time in Patent Office: 280 Days
• Field of Search: 379/90.01, 379/92.03, 379/93.01, 379/93.17, 379/93.23, 379/142.01, 379/142.04, 379/142.06, 379/142.07, 379/142.09, 379/142.15, 379/142.17, 379/265.01, 379/265.02, 379/265.09, 379/265.11, 379/261, 379/267, 379/309, 370/352, 370/353, 370/355, 370/357
• US Class Current: 1/1
• CPC Class Codes: H04L 67/1097 for distributed storage of data in networks, e.g. transport arrangements for network file system [NFS], storage area networks [SAN] or network attached storage [NAS]
• CPC Class Codes: H04L 67/303 Terminal profiles
• CPC Class Codes: H04M 1/2757 by data transmission, e.g. downloading
• CPC Class Codes: H04M 2203/554 Data synchronization
• CPC Class Codes: H04M 3/42178 by downloading data to substation equipment
• CPC Class Codes: H04M 3/4931 Directory assistance systems

Abstract

A system and method are presented for contact identification dissemination among devices within a hybrid cloud distributed system. Information associated with a first party device is provided to a cloud managed telephony network appliance. The appliance communicates with a cloud application and is capable of communication with any other appliances which may be associated with a second party device, if that appliance is not already associated with the second party device. Information between the components in the system may be asynchronously updated in order to provide first party information and more granular matches.

Claims

1. A method for disseminating information associated with a first telecommunications device, wherein the first telecommunications device is associated with a first party in a telecommunications system, wherein the system further comprises a network coupling a plurality of cloud managed telephony network appliances, a cloud managed application, and a second telecommunications device associated with a second party, the method comprising the steps of:

a. providing, by a telephony device carrier associated with the first telecommunications device associated with the first party, information associated with the telecommunications device to a first cloud managed telephony network appliance;

b. notifying, by the first cloud managed telephony network appliance, the cloud application of the information;

c. relaying, by the first cloud managed telephony network appliance, the information to a second cloud managed telephony network appliance;

d. storing, by the second cloud managed telephony network appliance, the information provided by the first cloud managed telephony network appliance, and optionally notifying the cloud application;

e. relaying, by the second cloud managed telephony network appliance, the provided information to the second telecommunications device associated with the second party;

f. performing, by the Cloud application, a data store lookup on the provided information for existing records, wherein if there are existing records, confirming the provided information with existing records, and wherein, if information does not match, providing by the cloud application, an update to the first cloud managed telephony network appliance; and

g. sending, by the cloud application, information to a display associated with the second telecommunications device.

2. The method of claim 1, wherein the method further comprises the steps of:

a. receiving a subsequent communication from the first telecommunications device associated with the first party;

b. performing, by the first cloud managed telephony network appliance, a data store lookup for updates associated with the first telecommunications device, wherein if the information received from the telephony device carrier differs from the information found by the first cloud managed telephony network appliance in the data store lookup, using the information found by the first cloud managed telephony network appliance;

c. confirming with the cloud application, by the first cloud managed telephony network appliance, that the information found matches the information received, wherein if the information found does not match the information received, sending up to date information to the cloud application; and

d. sending, by the cloud application, an update to the second telecommunications device associated with the second party.

3. The method of claim 2, wherein the up to date information comprises most recent information associated with the first party.

4. The method of claim 1, wherein the information comprises at least a name and a phone number associated with the first telecommunications device associated with the first party.

5. The method of claim 3, wherein the information is capable of being altered.

6. The method of claim 1, wherein the data store comprises the first cloud managed telephony network appliance.

7. The data store of claim 6, wherein the data store comprises a cache of an update received from the cloud application.

8. The method of claim 1, wherein the notifying is performed asynchronously.

9. The method of claim 1, wherein the second cloud managed telephony network appliance comprises information associated with a second telecommunications device associated with a second party.

10. The method of claim 1, wherein step (f) further comprises the first cloud managed telephony network appliance providing an update to the second cloud managed telephony network appliance, wherein the second cloud managed telephony network appliance relays the update to the second telecommunications device.

11. A method for disseminating information associated with a first telecommunications device, wherein the first telecommunications device is associated with a first party in a telecommunications system, wherein the system further comprises a network coupling a cloud managed telephony network appliance, a cloud managed application, and a second telecommunications device associated with a second party, the method comprising the steps of:

a. providing, by a telephony device carrier associated with the first telecommunications device associated with the first party, information associated with the telecommunications device to a cloud managed telephony network appliance;

b. notifying, by the cloud managed telephony network appliance, the cloud application of the information;

c. storing, by the cloud managed telephony network appliance, the information;

d. relaying, by the cloud managed telephony network appliance, the provided information to the second telecommunications device associated with the second party;

e. performing, by the cloud managed telephony network appliance, a data store lookup on the provided information for existing records, wherein if there are existing records, confirming the provided information with the existing records, and wherein, if the information does not match the existing records, providing, by the cloud application, an update to the cloud managed telephony network appliance;

f. relaying, by the cloud managed telephony network appliance, the update to the second telecommunications device; and

g. sending, by the cloud application, information to a display associated with the second telecommunications device.

12. The method of claim 11, wherein the method further comprises the steps of:

a. receiving a subsequent communication from the first telecommunications device associated with the first party;

b. performing, by the cloud managed telephony network appliance, a data store lookup for updates associated with the first telecommunications device, wherein if the information received from the telephony device carrier differs from the information found by the cloud managed telephony network appliance in the data store lookup, using the information found by the cloud managed telephony network appliance;

c. confirming with the cloud application, by the cloud managed telephony network appliance, that the information found matches the information received, wherein if the information found does not match the information received, sending up to date to the cloud application; and

d. sending, by the cloud application, an update to the second telecommunications device associated with the second party.

13. The method of claim 12, wherein the up to date information comprises most recent information associated with the first party.

14. The method of claim 11, wherein the information comprises at least a name and a phone number associated with the first telecommunications device associated with the first party.

15. The method of claim 14, wherein the information is capable of being altered.

16. The method of claim 11, wherein the data store comprises the cloud managed telephony network appliance.

17. The data store of claim 16, wherein the data store comprises a cache of an update received from the cloud application.

18. The method of claim 11, wherein the notifying is performed asynchronously.

19. The method of claim 11, wherein the cloud managed telephony network appliance comprises information associated with a second telecommunications device associated with a second party.