SYSTEM AND METHOD FOR HANDLING RESOURCE FAILURE IN A HYBRID CONTACT CENTER OPERATIONS ENVIRONMENT

摘要

A system for providing failover capabilities in a hybrid operations environment including a first operations environment and a second operations environment includes a first controller in a first operations environment configured to receive registration information for an agent device, and a second controller in a second operations environment configured to receive the registration information from the first controller. The first controller is a stand-by controller and the second controller is a primary controller. In response to determining that the second controller is not available for routing an inbound call, a media gateway is configured to transmit a request to the first controller in the first operations environment for routing the call to the agent device.

主权项

1. A method for providing failover capabilities in a hybrid operations environment including a first operations environment and a second operations environment, the method comprising:
receiving registration information for an agent device at a first controller in a first operations environment, wherein the first controller is a standby controller; transmitting the registration information to a second controller in a second operations environment, wherein the second controller is a primary controller; receiving at a media gateway an inbound call; determining whether the second controller is available; and in response to determining that the second controller is not available, transmitting a request to the first controller in the first operations environment for routing the call to the agent device.