Patent ID: 9559939
Date: 2017-01-31
CPC Classifications: H04L

Claim:
1. A method for providing failover capabilities in a hybrid operations environment including a first operations environment and a second operations environment, the method comprising: receiving registration information for an agent device at a first controller in a first operations environment, wherein the first controller is a standby controller; transmitting, by the first controller, the registration information to a second controller in a second operations environment, wherein the second controller is a primary controller, wherein the first operations environment is a contact center premise and the second operations environment is geographically remote from the contact center premise; receiving at a media gateway an inbound call; determining whether the second controller, which is geographically remote from the agent device, is available; in response to determining that the second controller is available, signaling the media gateway to route the inbound call to the agent device based on the registration information stored in the second controller; and in response to determining that the second controller is not available, transmitting a request to the first controller in the first operations environment for routing the call to the agent device.