Networked contact center

摘要

This document discusses, among other things, a networked contact center that includes multiple platforms to host multiple tenants. Example embodiments include receiving a message associated with one of the tenants and identifying one or more of the platforms associated with the message. For some example embodiments, the networked contact center may allow the platform to access a data location that is both associated with the tenant and shared by two or more of the multiple tenants.

主权项

1. A method for use with a networked contact center that includes data-communicative computers operable by respective agents of a plurality of tenants and includes a plurality of platforms configured to host the plurality of tenants, wherein the platforms are communication layers of one or more server computers, the method comprising:
receiving, at a computer of the networked contact center, a data message associated with a particular tenant of the plurality of tenants; identifying, using the computer and based upon the particular tenant, a primary platform of the plurality of platforms and a secondary platform of the plurality of tenants; identifying, based upon the particular tenant, at least one data location; providing, for the primary platform and in response to identifying the at least one data location, access to a computer server storing data at the at least one data location; providing, using the primary platform, communications between a data-communicative computer operated by an agent associated with the particular tenant and an entity targeted by a telephone number; determining that the primary platform is unavailable; providing, for the secondary platform and in response to determining that the primary platform is unavailable, access to the data stored at the at least one data location; and providing, using the secondary platform, communications between the data-communicative computer operated by the agent associated with the particular tenant and the entity.