Patent ID: 9723147
Date: 2017-08-01
CPC Classifications: G06F,G06Q,H04M

Claim:
1. A computer-implemented method for enabling a call agent to login to one or more call agent profiles across several independent systems within a computer-telephony integration (CTI) system, the method executed by one or more processors programmed to perform the method, the method comprising: from each of a plurality of independent computing systems and for each of a plurality of call agents, receiving, via one or more processors in a CTI system, one or more sets of call agent login information, each set of call agent login information for enabling the respective call agent to login to a call agent profile via a server from a plurality of servers included in the respective independent computing system, and an associated indication of the server for enabling the respective call agent to login to the call agent profile, each independent computing system within the CTI system corresponding to a subdivision within the CTI system, wherein the subdivision includes the plurality of servers for the respective independent computing system communicating over a subnetwork; storing, via the one or more processors, the received one or more sets of call agent login information in a database, wherein each of the received one or more sets of call agent login information is stored with a reference to the associated indication of a server in the database; receiving, via the one or more processors, call agent login information from a call agent of the plurality of call agents; comparing, via the one or more processors, the call agent login information from the call agent to the one or more sets of call agent login information stored in the database; determining, via the one or more processors, that the call agent login information from the call agent matches one of the one or more sets of call agent login information stored in the database; retrieving, via the one or more processors, an indication of a server associated with the matching call agent login information from the database; and establishing, via the one or more processors, a communication link between a contact center device for the call agent and the associated server for enabling the call agent to access a call agent profile associated with the call agent login information to dynamically route call agents to servers corresponding to received call agent login information for the call agents.