Dynamic load balancing between multiple locations with different telephony system
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United States of America Patent
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Feb 25, 2014
Grant Date -
Apr 19, 2012
app pub date -
Dec 16, 2011
filing date -
Oct 5, 2004
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Abstract
A method includes receiving a call from a primary interactive voice response (IVR) system at a load-balancing IVR system. The primary IVR system routes a first percentage of calls to routing logic and a second percentage of calls to the load-balancing IVR system. A telephony system is selected from among a plurality of telephony systems based on agent availability data associated with call center sites of the plurality of telephony systems. The method includes routing the call to a routing protocol component of the routing logic, where the routing protocol component routes the call to a call center of the selected telephony system.
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