System and method for providing contact center services in a hybrid operations environment

• US 9,591,137 B2
• Filed: 03/15/2013
• Issued: 03/07/2017
• Est. Priority Date: 03/15/2013
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Islam, Tamal, Bischoff, Brian, Kerlin, Gregg, Lum, Henry, Huovinen, Donald, Stocking, Terry
• Primary Examiner(s): BEZUAYEHU, SOLOMON G
• Application Number:
  US13/842,208
• Publication Number:
  US 20140270119A1
• Time in Patent Office: 1,453 Days
• Field of Search: 379 8801- 8819, 37926501-26609
• US Class Current: 1/1
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04L 65/1096 Supplementary features, e.g. call forwarding or call holding systems providing special services or facilities to telephony subscribers H04M3/42
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A system and method for providing contact center services in a hybrid operations environment. A first controller in a first operations environment is configured to receive a first message for establishing a media session, and transmit a request for media service. A media controller in a second operations environment is configured to provide media to a target device during the media session in response to the request; receive during the media session a second message from the first controller; and control the media based on the second message from the first controller.

Claims

1. A method for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment, the method comprising:

receiving by a first electronic controller in the first operations environment, a first message from a requesting device for establishing a communication session, wherein the first operations environment is a contact center premise;

transmitting by the first electronic controller over a wide area network, a request for media service to an electronic media controller in the second operations environment geographically remote from the first operations environment;

in response to the request, providing media by the electronic media controller to the requesting device during the communication session;

receiving by the electronic media controller, during the communication session, a second message from the first electronic controller;

controlling by the electronic media controller the media based on the second message from the first electronic controller;

transmitting by the first electronic controller control messages to and from the requesting device and a contact center resource device for setting up and terminating the communication session between the requesting device and the contact center resource device;

identifying one of a plurality of contact centers associated with an inbound call, wherein the media session is established for the inbound call; and

identifying a profile for the identified contact center, wherein a parameter for providing the media is based on the identified profile.

2. The method of claim 1, wherein the media service is a call parking service, and the media is music played by the electronic media controller.

3. The method of claim 2, wherein the second message is for ending the call parking service, and the controlling by the electronic media controller ends the music played by the electronic media controller.

4. The method of claim 1, wherein the media service is for call recording, and the media provided to the requesting device is media to be recorded by the requesting device.

5. The method of claim 4, wherein the second message is for ending the call recording, and the controlling by the media controller ends the call recording by the requesting device.

6. The method of claim 1, wherein the electronic media controller in the second operations environment provides the media service to the plurality of contact centers sharing the electronic media controller.

7. A system for providing contact center services in a hybrid operations environment, the system comprising:

a first electronic controller in a first operations environment, wherein the first operations environment is a contact center premise, configured to;

receive from a requesting device a first message for establishing a communication session;

transmit a request for media service;

transmit control messages to and from the requesting device and a contact center resource device for setting up and terminating the communication session between the requesting device and the contact center resource device,

an electronic media controller in a second operations environment geographically remote from the first operations environment, the media controller being coupled to the first electronic controller over a wide area network, the media controller being configured to;

provide media to the requesting device during the communication session in response to the request;

receive during the communication session a second message from the first electronic controller; and

control the media based on the second message from the first electronic controller;

identify one of a plurality of contact centers associated with an inbound call, wherein the media session is established for the inbound call; and

identify a profile for the identified contact center, wherein a parameter for providing the media is based on the identified profile.

8. The system of claim 7, wherein the media service is a call parking service, and the media is music played by the electronic media controller.

9. The system of claim 8, wherein the second message is for ending the call parking service, and the controlling by the electronic media controller ends the music played by the electronic media controller.

10. The system of claim 7, wherein the media service is for call recording, and the media provided to the requesting device is media to be recorded by the requesting device.

11. The system of claim 10, wherein the second message is for ending the call recording, and the controlling by the media controller ends the recording by the electronic device.

12. The system of claim 7, wherein the electronic media controller in the second operations environment is configured to provide the media service to a plurality of contact centers sharing the electronic media controller.

13. The system of claim 7 wherein the electronic media controller includes a resource manager for managing resources for each of the plurality of contact centers.

14. A system for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment, the system comprising:

a first electronic controller in a first operations environment, wherein the first operations environment is a contact center premise, configured to;

receive from a requesting device a first message for establishing a media session;

transmit over a wide area network a request for media service to an electronic media controller in a second operations environment geographically remote from the first operations environment, wherein in response to the request, the electronic media controller is configured to provide media to the requesting device during the media session;

transmit over the wide area network a second message to the electronic media controller during the media session, wherein the electronic media controller is configured to control the media based on the second message;

transmit control messages to and from the requesting device and a contact center resource device for setting up and terminating the media session between the requesting device and the contact center resource;

identify one of a plurality of contact centers associated with an inbound call, wherein the media session is established for the inbound call; and

identify a profile for the identified contact center, wherein a parameter for providing the media is based on the identified profile.