Patent ID: 9307088
Filing Date: 2016-04-05
CPC Classification: G06F,H04M

Claim Text:
1. A method for use with a networked contact center that includes data-communicative computers operable by respective agents of a plurality of tenants and includes a plurality of platforms configured to host the plurality of tenants, wherein the platforms are communication layers of one or more server computers, the method comprising: receiving, at a computer of the networked contact center, a data message associated with a particular tenant of the plurality of tenants; identifying, using the computer and based upon the particular tenant, a primary platform of the plurality of platforms and a secondary platform of the plurality of tenants; identifying, based upon the particular tenant, at least one data location; providing, for the primary platform and in response to identifying the at least one data location, access to a computer server storing data at the at least one data location; providing, using the primary platform, communications between a data-communicative computer operated by an agent associated with the particular tenant and an entity targeted by a telephone number; determining that the primary platform is unavailable; providing, for the secondary platform and in response to determining that the primary platform is unavailable, access to the data stored at the at least one data location; and providing, using the secondary platform, communications between the data-communicative computer operated by the agent associated with the particular tenant and the entity.