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1. (WO2018064178) SYSTEM AND METHOD FOR DISTRIBUTED DYNAMIC RESOURCE COMMITMENT

Pub. No.:    WO/2018/064178    International Application No.:    PCT/US2017/053744
Publication Date: Fri Apr 06 01:59:59 CEST 2018 International Filing Date: Thu Sep 28 01:59:59 CEST 2017
IPC: G06F 9/50
Applicants: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
Inventors: MCGRAW, Kevin
GUNTER, Derrick
MYTROPAN, Taras
ALBERT, David
RISTOCK, Herbert Willi Artur
Title: SYSTEM AND METHOD FOR DISTRIBUTED DYNAMIC RESOURCE COMMITMENT
Abstract:
A system for managing resource commitment in a contact center includes: a processor; and a memory, wherein the memory stores instructions that cause the processor to: receive over a shared data communications channel a request for contact center resources, wherein the request is for handling activities for the contact center having an activity type; transmit a signal to initiate a raise round according to the request over the data communications channel to a pool of resources registered to communicate on the data communications channel; receive a plurality of volunteer signals from a plurality of volunteering resources from the pool of resources; select one or more of the plurality of the volunteering resources for fulfilling the request; and transmit a message to the selected volunteering resources for committing the selected volunteering resources to the request, wherein the committed resources are selected for routing an activity having the activity type.