Patent ID: 9661137
Date: 2017-05-23
CPC Classifications: H04M

Claim:
1. A method for routing communications in a contact center environment, wherein the environment comprises a cloud-based solution which hosts an assignment service and an on-premises device which is capable of communicating with the cloud-based solution, wherein the method comprises: a. receiving at least one communication in a wait queue, wherein the at least one communication undergoes initial processing by the assignment service, wherein the assignment service is hosted by the cloud-based solution; b. determining, by the assignment service, if at least one agent is available to handle communications wherein, c. communicating via a communication path, by the on-premises device, with the assignment service to determine if there is a communication path failure, wherein, d. after the detection of communication path failure, determining, by the on-premises device, a number of agents available to route the at least one communication to; e. transferring the at least one communication, by the on-premises device, to available agents; and f. determining if the wait queue is empty, by the on-premises device, wherein: