SYSTEM AND METHOD FOR TRANSMITTING SIGNALING AND MEDIA FROM A HYBRID CONTACT CENTER OPERATIONS ENVIRONMENT

摘要

A system and method for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment. A controller in the first operations environment receives information on a call involving an end user device. A first media service is provided during a first portion of the call, and second media service is provided during a second portion of the call. The providing of the first media service includes transmitting by the controller a request for the first media service to a first media resource in the second operations environment. The first media resource transmits first media to the end user device in response. The providing of the second media service includes transmitting by the controller a request for the second media service to a second media resource in the first operations environment. The second media resource transmits second media to the end user device in response.

主权项

1. A method for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment, the method comprising:
receiving by a first controller in a first operations environment, a request for routing an inbound call to a contact center resource; receiving by the first controller an indication of no available contact center resources for handling the inbound call; in response to receiving the indication, transmitting by the first controller to a media controller in a second operations environment, a request for media service for the call; monitoring for availability of the contact center resource and generating an output in response; forwarding the output to the media controller; and in response to identifying availability of the contact center resource, transmitting by the first controller to the media controller in the second operations environment, a request for ending the media service.