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Systems and methods for an omni-channel routing broker

  • US 9,641,685 B2
  • Filed: 08/08/2016
  • Issued: 05/02/2017
  • Est. Priority Date: 08/18/2015
  • Status: Active Grant
First Claim
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1. A method of routing of service requests in a large, distributed service center, the method including:

  • across multiple nodes having disjoint memory spaces, tracking presence and status of agents and publishing update events to at least one event queue;

    a node-based database used to track agent presence and status, processing selected update and request events, including;

    updating the node-based database from the selected update events; and

    publishing the selected request events to at least one node-based routing queue;

    on a single thread per organization running on a processor having access to the node-based database;

    making routing decisions on the requests events using the node-based database and updating the node-based database accordingly; and

    publishing routing decision events to the event queue; and

    implementing the routing decision events.

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