SYSTEM AND METHOD FOR AUTOMATIC COMMUNICATION DISTRIBUTION LOCAL ASSIGNMENT

摘要

A system and method are presented for automatic communication distribution local assignment. An on-premises device, in a contact center environment using a cloud-based solution, communicates with the solution to determine if there is a service interruption. When an interruption is determined, the on-premises device steps in to perform local assignment of communications for the solution until communication has been restored with the cloud-based solution. The on-premises device comprises a module that monitors all ACD communication flows. The module may also manage the logic of when to intervene and how to assign communications in queue to available agents during outages.

主权项

1. A method for routing communications in a contact center environment, wherein the environment comprises a cloud-based solution which hosts an assignment service and an on-premises device which is capable of communicating with the cloud-based solution, wherein the method comprises:
a. receiving at least one communication in a wait queue, wherein the at least one communication undergoes initial processing by the assignment service; b. determining, by the assignment service, if at least one agent is available to handle communications wherein,
i. if an agent is available, proceeding to the next step, andii. if an agent is not available, re-assigning an assignment timer and repeating step (b); c. communicating via a communication path, by the on-premises device, with the assignment service to determine if there is a communication path failure, wherein,
i. if the communication path failure is detected by the on-premises device, the on-premises device triggers a local assignment process on the device; andii. if the communication path failure is not detected by the on-premises device, taking no additional action by the on-premises device until a communication path failure is detected, d. after the detection of communication path failure, determining, by the on-premises device, a number of agents available to route the at least one communication to; e. transferring the at least one communication, by the on-premises device, to available agents; and f. determining if the wait queue is empty, by the on-premises device, wherein:
i. if the wait queue is empty, taking no further action by the on-premises device; andii. if the wait queue is not empty, continuing the process from step (a) until an event occurs.