Patent ID: 9137287
Filing Date: 2015-09-15
Classification: G06F,H04L,H04M

Abstract:
1. A method, comprising: connecting a first contact, wherein the first contact is a real-time communication that warrants service from a human contact center agent at an agent communication device, with at least a first external communication device through a switch, wherein the first contact is a voice or video call between the human agent and a customer; the switch forwarding first control data associated with the first contact to first and second servers and to the agent communication device, wherein the first control data associated with the first contact is forwarded to the first and second server and the agent communication device simultaneously, wherein the first server and the second server and the agent communication device are registered, by the switch, with a single common endpoint identifier, and wherein the first and second servers are registered with the switch upon receipt of the first contact; sending, by the switch, a single data stream associated with the first contact to each of the first and second servers and the agent communication device, wherein the single data stream is a voice or video data stream for the voice or video call between the human agent and the customer; receiving, by a media application, on each of the first and second servers, the single data stream; the media application, on each of the first and second servers, processing simultaneously the single data stream to produce second data, wherein the processing is performed on each of the first and second servers; and the first server providing the second data back to the first communication device.