System and method for transmitting signaling and media from a hybrid contact center operations environment

Abstract

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.

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 the 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 the 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.   
     
     
         2 . The method of  claim 1 , wherein the media controller in the second operations environment provides the media service to a plurality of contact centers sharing the media controller. 
     
     
         3 - 18 . (canceled) 
     
     
         19 . The method of  claim 2 , wherein the media controller includes a resource manager for managing resources for each of the plurality of contact centers. 
     
     
         20 . The method of  claim 1 , wherein the first controller is a controller configured to set up and tear down the inbound call. 
     
     
         21 . The method of  claim 1 , wherein the media service is a call parking service, wherein music is played by the media controller during the call parking service, and wherein the request for ending the media service ends the music played by the media controller. 
     
     
         22 . The method of  claim 1 , wherein the media service is for call recording, and wherein the request for ending the media service ends the call recording. 
     
     
         23 . The method of  claim 1 , wherein the output is an indication of availability of at least one of the contact center resources. 
     
     
         24 . The method of  claim 1 , wherein the contact center resources are agents of the contact center. 
     
     
         25 . The method of  claim 1 , wherein the first operations environment is a local contact center environment, and the second operations environment is a remote cloud environment. 
     
     
         26 . A system for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment, the system comprising:
 a processor in the first operations environment; and   a memory coupled to the processor, wherein the memory includes instructions that, when executed by the processor, cause the processor to:
 receive a request for routing an inbound call to a contact center resource; 
 receive an indication of no available contact center resources for handling the inbound call; 
 in response to receiving the indication, transmit to a media controller in the second operations environment, a request for media service for the call; 
 monitor for availability of the contact center resource and generate an output in response; 
 forward the output to the media controller; and 
 in response to identifying availability of the contact center resource, transmit to the media controller in the second operations environment, a request for ending the media service. 
   
     
     
         27 . The system of  claim 26 , wherein the media controller in the second operations environment is configured to provide the media service to a plurality of contact centers sharing the media controller. 
     
     
         28 . The system of  claim 27 , wherein the media controller includes a resource manager for managing resources for each of the plurality of contact centers. 
     
     
         29 . The system of  claim 26 , wherein the first controller is a controller configured to set up and tear down the inbound call. 
     
     
         30 . The system of  claim 26 , wherein the media service is a call parking service, wherein the media controller is configured to play music during the call parking service, and wherein the request for ending the media service is configured to end the music played by the media controller. 
     
     
         31 . The system of  claim 26 , wherein the media service is for call recording, and wherein the request for ending the media service ends the call recording. 
     
     
         32 . The system of  claim 26 , wherein the contact center resources are agents of the contact center. 
     
     
         33 . The system of  claim 26 , wherein the first operations environment is a local contact center environment, and the second operations environment is a remote cloud environment. 
     
     
         34 . The system of  claim 1 , wherein the output is an indication of availability of at least one of the contact center resources.