Multi-tenant service

• US 9,661,143 B1
• Filed: 03/13/2014
• Issued: 05/23/2017
• Est. Priority Date: 03/13/2013
• Status: Active Grant

• Current Assignee: ShoreTel Incorporated (Mitel Networks Corporation)
• Original Assignee: ShoreTel Incorporated (Mitel Networks Corporation)
• Inventors: Pendleton, Amy S., Yin, Howard H., Okita, Glen K.
• Primary Examiner(s): Hoque, Nafiz E
• Application Number:
  US14/208,761
• Time in Patent Office: 1,167 Days
• Field of Search: 37926502, 37926509
• CPC Class Codes: H04M 2203/152 Temporary dial plan
• CPC Class Codes: H04M 3/42306 Number translation services, e.g. premium-rate, freephone or vanity number services
• CPC Class Codes: H04M 3/42331 Direct inward dialling
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A multi-tenant management service (MTMS) can be configured to receive a plurality of requests for a multi-tenant service from a plurality of tenants. A given and another of the plurality of tenants can have a resource object (RO) with the same dialable number (DN) assigned thereto. The MTMS can also be configured to generate a federated dial plan for each of the plurality of tenants. Each federated dial plan can include a system identifier (ID) and a corresponding DN for each RO associated a respective tenant. The MTMS can further be configured to provide a federated DN corresponding to the multi-tenant service to each of the plurality of tenants.

Claims

1. A non-transitory computer readable medium storing machine readable instructions comprising:

a multi-tenant management service configured to;

receive a plurality of requests for a multi-tenant service from a plurality of tenants, wherein a given and another of the plurality of tenants each have a resource object (RO) both with the same dialable number (DN) assigned thereto;

generate a federated dial plan for each of the plurality of tenants, wherein each federated dial plan includes a system identifier and a corresponding DN for each RO associated with a respective tenant, the federated dial plan to enable unique addressing of each RO and the multi-tenant service that are served by the multi-tenant management service, including where one or more of the same DNs are employed at multiple tenants; and

provide a federated DN corresponding to the multi-tenant service to each of the plurality of tenants to enable access to the multi-tenant service by at least one RO of more than one of the plurality of tenants.

2. The medium of claim 1, wherein the multi-tenant management service comprises a web portal configured to provide a graphical user interface (GUI) to facilitate selection of the multi-tenant service.

3. The medium of claim 2, wherein the GUI enables selection of a time frame to provide the multi-tenant service.

4. The medium of claim 1, wherein the multi-tenant management service is further configured to receive a dial plan from each of the plurality of tenants, wherein each dial plan includes a DN for each RO associated with a respective tenant and each respective federated dial plan is generated based on a corresponding dial plan received from each of the plurality of tenants.

5. The medium of claim 4, wherein each dial plan further includes rules for assigning DNs to ROs.

6. The medium of claim 4, wherein the multi-tenant service is further configured to:

uniquely identify a given RO associated with a given one of the plurality of tenants based on the system identifier and the DN of the given RO; and

uniquely identify another RO associated with another one of the plurality of tenants based on the system identifier and the DN of the other RO, wherein the given RO and the other RO have the same DN.

7. The medium of claim 1, wherein the multi-tenant service is further configured to provide the plurality of federated dial plans to a director of a multi-tenant private branch exchange (MT PBX), wherein the director of the MT PBX is configured to program a trunk switch of the MT PBX based on each of the federated dial plans and the multi-tenant service.

8. The medium of claim 7, wherein the trunk switch of the MT PBX is configured to control routing of incoming calls based the system identifier and the DNs of each of the federated dial plans.

9. The medium of claim 7, wherein the director of the MT PBX is further configured to provide the multi-tenant management service with a federated DN corresponding to the multi-tenant service, and wherein the multi-tenant management service is configured to provide a director of a private branch exchange (PBX) of each of the plurality of tenants with the federated DN corresponding to the multi-tenant service.

10. The medium of claim 1, wherein the multi-tenant service is a unified conference bridge.

11. The medium of claim 1, wherein the multi-tenant service is an instant messaging service.

12. The medium of claim 1, wherein the multi-tenant service is a connect service, and the connect service is configured to program a multi-tenant private branch exchange (MT PBX) to route an incoming call directed to a federated DN associated with a given RO implemented on a cloud computing environment to a switch associated with the given RO.

13. The medium of claim 1, wherein the multi-tenant service is an enterprise contact center.

14. The medium of claim 1, wherein the multi-tenant management service is configured to execute in a cloud computing environment.

15. A system comprising:

a multi-tenant management service configured to;

generate a federated dial plan for a tenant in response to a request for a selected service, wherein the federated dial plan includes a system identifier and a dialable number (DN) for each resource object (RO) associated with the tenant, the federated dial plan to enable unique addressing of each RO served by the multi-tenant management service, including where one or more of the same DNs are employed at multiple tenants;

provide the federated dial plan for the tenant to a multi-tenant private branch exchange (MT PBX); and

provide the federated DN for the selected service to a private branch exchange (PBX) of the tenant to enable access to the selected service by at least one RO of the tenant via the PBX of the tenant,

wherein the MT PBX comprises a multi-tenant director configured to program a trunk switch of the MT PBX such that a call to the federated DN of the selected service from the at least one RO of the tenant is routed to the selected service.

16. The system of claim 15, wherein the PBX of the tenant comprises a premise-based director configured to:

receive the federated DN of the selected service; and

program a trunk switch of the tenant such that calls directed to the federated DN of the selected service are routed to the MT PBX of the system.

17. The system of claim 16, wherein the PBX is associated with a given premises and the multi-tenant management service is configured to provide a federated dial plan for another premises to the PBX of the given premises.

18. The system of claim 16, wherein a connect service is configured to program the MT PBX such that an incoming call directed to a given RO associated with a remote site implemented in a cloud computing environment is routed to a switch associated with the given RO.

19. The system of claim 16, wherein the federated DN of the selected service is provided to the premises based director via a session initiation protocol (SIP) message.

20. The system of claim 15, wherein the selected service is a unified conference bridge.

21. The system of claim 15, wherein the multi-tenant management service further comprises a web portal configured to provide a graphical user interface (GUI) to enable a user to select the selected service.

22. The system of claim 21, wherein the web portal provides billing information for the selected service to the user.

23. The system of claim 15, further comprising a customer access router (CAR) configured to provide secure communications between the tenant and the multi-tenant management service residing in a data center.

24. A method comprising:

receiving a dial plan from a tenant in response to ordering a selected service, wherein the dial plan includes a dialable number (DN) for a plurality of resource objects (ROs) of the tenant;

generating a federated dial plan comprising federated DNs that include the DNs for each of the plurality of ROs at the tenant and a system identifier for the tenant and a federated DN for the selected service, such that unique addressing of each RO and the selected service is enabled, including where one or more of the same DNs are employed concurrently at multiple tenants; and

providing the federated DN for the selected service to a private branch exchange (PBX) of the tenant to enable access to the selected service by at least one RO of the tenant via the federated DN.

25. The method of claim 24, wherein the PBX of the tenant is deployed at a given premises of the tenant and the method further comprises providing a federated dial plan of the given tenant to a PBX of another premises of the tenant to facilitate deployment of a connect service shared by the given premises and the other premises.