Distributed event delivery

摘要

A distributed method of delivering events to agent devices. A first software module generates an event, e.g., a screen pop event or a ringing event, for delivery to a second module responsible for an agent device. A third module, which may be the same module as the first module, evaluates a hash function to determine an identifier for the second module from an identifier for the agent device. The first module delivers the event to the second module, which responds to the event, e.g., by causing an agent device to generate a ringing alert or to display a screen pop.

主权项

1. A method for distributed event delivery, comprising:
identifying, by a first module executing on a first computing device, data associated with an interaction; transmitting, by the first module, a request based on the identified data; receiving, by the first module, in response to the request, a resource identifier of a contact center resource to which the interaction is to be routed; generating, by the first module, an event for the contact center, resource; identifying a second module associated with the contact center resource, wherein the identifying includes outputting a module identifier for the second module as a function of the resource identifier for the contact center resource; and sending the event to the second module based on the output module identifier.