Patent · US Active

Distributed agent reservation in SIP cluster

US10181974B2 · kind B2 · utility

0Cited by

28References

19Claims

0Family size

Inventors

Philippe Rais · Walnut Creek, US
Vyacheslav Sayko · Walnut Creek, US
Alexander Tikin · Pleasant Hill, US
Grygoriy Budilovsky · Concord, US

Key dates

Filing date	Mar 15, 2013
Grant date	Jan 15, 2019
Priority date	—
Expiry date	Aug 13, 2033

Classification

Technology area (CPC H)Electricity
CPC primaryH04M2203/402
WIPO fieldDigital communication
WIPO sectorElectrical engineering

Abstract

A method for reserving agents for handling calls in a distributed contact center environment. A first module identifies, through interactions with other modules, an agent suitable for handling the call. A second module executes a hash function to identify a third module responsible for the agent, makes a request to the third module, to reserve the agent, and routes the call to the third module if the request is granted.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.