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:
generating, by a first module executing on a first computing device, an event for a contact center resource device, identifying, by the first module, a resource identifier (ID) for the contact center resource device; identifying, by the first module, a second module responsible for the contact center resource device, wherein the identifying comprises:
providing the resource ID to a function called by the first module;receiving as an output, from the function, a module identifier (ID) for the second module; and sending, by the first module, the event to the second module based on the identified module ID for forwarding the event to the contact center resource device.