Patent ID: 7519626
Filing Date: 2009-04-14
Classification: G06Q,Y10S

Abstract:
1. A network comprising a plurality of contact centers each contact center comprising: (i) a contact object memory storing a plurality of contact objects each representing a different contact in the network of contact centers; and (ii) an agent object memory storing a plurality of agent objects each representing a different agent in the network of contact centers, each of said plurality of agent objects comprising information representing a respective agent and its availability status; said plurality of contact centers being arranged to replicate and synchronize said contact objects and agent objects at each of the plurality of contact centers whereby the network comprising said plurality of contact centers does not require a central controller and said plurality of contact centers is further arranged such that, if there a fault or a change of mode of operation at one of said plurality of contact centers, remaining ones of said plurality of contact centers continue to replicate and synchronize said contact objects and agent objects at each of said remaining ones of the plurality of contact centers.