Patent · US Active

Dynamic load balancing between multiple locations with different telephony system

US8660256B2 · kind B2 · utility

0Cited by

150References

20Claims

0Family size

Assignee

AT&T Intellectual Property I, L.P. · US

Inventors

Jonathan Paden · Austin, US
Bobby Sams · Austin, US
Jon Harris · Little Elm, US

Key dates

Filing date	Dec 16, 2011
Grant date	Feb 25, 2014
Priority date	—
Expiry date	Dec 16, 2031

Classification

Technology area (CPC H)Electricity
CPC primaryH04M3/5237
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

A method includes receiving a call from a primary interactive voice response (IVR) system at a load-balancing IVR system. The primary IVR system routes a first percentage of calls to routing logic and a second percentage of calls to the load-balancing IVR system. A telephony system is selected from among a plurality of telephony systems based on agent availability data associated with call center sites of the plurality of telephony systems. The method includes routing the call to a routing protocol component of the routing logic, where the routing protocol component routes the call to a call center of the selected telephony system.

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