Cloud computing call centers

摘要

Embodiments of the present invention generally relate to a cloud computing call center that may provide a multi-tenanted platform for scalable, dynamic allocation of telephony, PBX, and call center capabilities. Embodiments of the invention include implementations of a software telephony switch in a cloud computing environment that may dynamically allocate software based PBXes, virtual interactive voice responses (IVRs), and other system components to particular calls.

主权项

1. At least one non-transitory computer readable medium encoded with instructions that, when executed, cause at least one processing unit to perform actions comprising:
receiving a call, including a number called; routing the call to a call flow service, wherein the call flow service is selected, based at least in part, on a load of the call flow service; after receipt of the call at the call flow service, temporarily loading into a memory accessible to the call flow service at least one dialplan stored remotely from the call flow service, wherein the dialplan is selected based, at least in part, by the number called; and accessing the at least one temporarily loaded dialplan and processing the call using the at least one temporarily loaded dialplan.