System and method for offline survivability

• US 10,432,487 B2
• Filed: 08/05/2018
• Issued: 10/01/2019
• Est. Priority Date: 03/31/2015
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Neidermyer, Richard M., King, Kevin Elliott, Wyss, Felix Immanuel
• Primary Examiner(s): Coulter, Kenneth R
• Application Number:
  US16/055,118
• Publication Number:
  US 20180343180A1
• Time in Patent Office: 422 Days
• Field of Search: 709238, 709203, 714 43
• CPC Class Codes: H04L 43/0811 by checking connectivity
• CPC Class Codes: H04L 63/0428 wherein the data content is protected, e.g. by encrypting or encapsulating the payload
• CPC Class Codes: H04L 67/568 Storing data temporarily at an intermediate stage, e.g. caching
• CPC Class Codes: H04L 69/40 for recovering from a failure of a protocol instance or entity, e.g. service redundancy protocols, protocol state redundancy or protocol service redirection management of faults, events, alarms or notifications in data switching networks H04L41/06

Abstract

A system and method are presented for on premises and offline survivability of an interactive voice response system in a cloud telephony system. Voice interaction control may be divided from the media resources. Survivability is invoked when the communication technology between the Cloud and the voice interaction'"'"'s resource provider is degraded or disrupted. The system is capable of recovering after a disruption event such that a seamless transition between failure and non-failure states is provided for a limited impact to a user'"'"'s experience. When communication paths or Cloud control is re-established, the user resumes normal processing and full functionality as if the failure had not occurred.

Claims

1. A physical media server, operatively coupled to a communication path, executing instructions stored on a non-transitory computer medium, wherein the media server is capable of responding to a disruption of the communication path, comprising:

a processor; and

a memory in communication with the processor, the memory storing instructions that,

when executed by the processor, causes the processor to respond to the disruption by;

continuing to receive and process input during the disruption;

retaining the input in a local delivery queue with time sequence for future delivery to a cloud application via the communication path;

determining whether the communication path has been restored; and

delivering the retained input to the cloud application in response to determining that the communication path has been restored with the time sequence intact, wherein the cloud application disambiguates live activity from historical activity occurring during the disruption based on the time sequence.

2. The media server of claim 1, wherein the media server is capable of completing the response without a communication roundtrip to the cloud application.

3. The media server of claim 2, wherein the media server capability comprises providing at least one of:

a media server resource cache, host route operations, and load distribution.

4. The media server resource cache of claim 3, wherein the media server resource cache is capable of access when a download path of the cloud application fails.

5. The host route operations of claim 3, wherein the host route operations comprise:

leveraging local resource caches and including caller route information;

referencing local route data; and

directing the communication to an interactive voice response system.

6. The load distribution of claim 3, wherein the load distribution comprises routing a user to different media servers within a grouping of a plurality of media servers, wherein the grouping of the plurality of media servers is directed by the cloud application to service a specific grouping of users, and wherein a balanced load is maintained across the grouping of a plurality of media servers.

7. The media server of claim 1, wherein the media server comprises an interactive voice response system.

8. The delivery of claim 1, wherein said delivery is performed via the delivery queue for retained input, wherein the retained input comprises communication events.

9. The retained input of claim 8, wherein the retained input further comprises data.

10. The data of claim 9, wherein the data has been stored on the media server during the communication path disruption.

11. The data of claim 10, wherein the data is encrypted while being stored on the physical media server during the communication path disruption.

12. The data of claim 11, wherein the data comprises at least one of:

communication recordings, voicemail, faxes, communication information, DTMF, speech input, and interaction details.