EP-4736402-A1 - SYSTEMS AND METHODS FOR INTEGRATING ON-PREMISES SYSTEMS AND CLOUD-BASED SYSTEMS

Abstract

A method of integrating an on-premises contact center with a cloud-based contact center according to an embodiment includes communicating resource data stored by the on-premises contact center to the cloud-based contact center, and synchronizing the resource data between the on-premises contact center and the cloud-based contact center to maintain consistency between the resource data stored by the on-premises contact center and the resource data stored by the cloud-based contact center.

Inventors

• Gopal, Ravikumar
• ASOKAN, Anantha

Assignees

• Genesys Cloud Services, Inc.

Dates

Publication Date

20260506

Application Date

20240430

Claims (20)

1. 1. A connector for integrating an on-premises contact center with a cloud-based system contact center, the connector comprising: at least one processor; and at least one memory having a plurality of instructions stored therein that, in response to execution by the at least one processor, causes the connector to: communicate resource data stored by the on-premises contact center to the cloudbased contact center, and synchronize the resource data between the on-premises contact center and the cloud-based contact center to maintain consistency between the resource data stored by the on-premises contact center and the resource data stored by the cloud-based contact center, wherein to synchronize the resource data between the on-premises contact center and the cloud-based contact center comprises to: create at least one first object identifier associated with one or more objects of the resource data stored by the on-premises contact center, create at least one second object identifier associated with one or more objects of the resource data stored by the cloud-based contact center, and map the at least one first object identifier to the at least one second object identifier to establish a mapped correspondence between the one or more objects of the resource data stored by the on-premises contact center and the one or more objects of the resource data stored by the cloud-based contact center.
2. 2. The connector of claim 1, wherein to synchronize the resource data between the on-premises contact center and the cloud-based contact center comprises to: detect changes to the one or more objects of the resource data stored by the on-premises contact center; and update the one or more objects of the resource data stored by the cloud-based contact center such that the one or more objects of the resource data stored by the cloud-based contact center reflect the changes to the one or more objects of the resource data stored by the onpremises contact center.
3. 3. The connector of claim 2, wherein to update the one or more objects of the resource data stored by the cloud-based contact center comprises to update the one or more objects of the resource data stored by the cloud-based contact center based on the mapped correspondence.
4. 4. The connector of claim 1, wherein to synchronize the resource data between the on-premises contact center and the cloud-based contact center comprises to: query one object identifier associated with the one or more objects of the resource data stored by the cloud-based contact center, determine the one object identifier based on another object identifier associated with the one or more objects of the resource data stored by the on-premises contact center that corresponds to the one object identifier according to the mapped correspondence.
5. 5. The connector of claim 4, wherein to synchronize the resource data between the on-premises contact center and the cloud-based contact center comprises to: maintain at least one cache to store the mapped correspondence between the one object identifier and the another object identifier; detect changes to the one or more objects of the resource data stored by the on-premises contact center; update the one or more objects of the resource data stored by the cloud-based contact center such that the one or more objects of the resource data stored by the cloud-based contact center reflect the changes to the one or more objects of the resource data stored by the onpremises contact center; and store the updates to the one or more objects of the resource data stored by the cloud-based contact center in the at least one cache.
6. 6. The connector of claim 1 , wherein to communicate resource data stored by the onpremises contact center to the cloud-based contact center comprises to: transmit resource data indicative of a voice interaction to be routed to a contact center agent to the cloud-based contact center, send agent availability data associated with the transmitted resource data to the cloudbased contact center, and communicate routing status data associated with the transmitted resource data to the cloud-based contact center.
7. 7. The connector of claim 6, wherein to synchronize the resource data between the on-premises contact center and the cloud-based contact center comprises to: detect changes to the transmitted resource data, the agent availability data, and/or the routing status data, and update the resource data transmitted to the cloud-based contact center, the agent availability data, and/or the routing status data to reflect the changes.
8. 8. The connector of claim 1, wherein to communicate resource data stored by the onpremises contact center to the cloud-based contact center comprises to transmit resource data indicative of a voice interaction to be routed to a contact center agent to the cloud-based contact center, and wherein to synchronize the resource data between the on-premises contact center and the cloud-based contact center comprises to detect changes to the transmitted resource data and to update the resource data transmitted to the cloud-based contact center to reflect the changes.
9. 9. The connector of claim 8, wherein the resource data transmitted to the cloudbased contact center comprises at least one of the following: event data corresponding to a monitored voice interaction, event data corresponding to one or more distinguished name (DN) extensions, and event data corresponding to one more distinguished name (DN) virtual queues.
10. 10. The connector of claim 8, wherein to communicate resource data stored by the onpremises contact center to the cloud-based contact center comprises to send recording data indicative of a recording of the voice interaction to the cloud-based contact center, and wherein to synchronize the resource data between the on-premises contact center and the cloud-based contact center comprises to detect changes in the recording data and to update the recording data sent to the cloud-based contact center to reflect the changes.
11. 11. The connector of claim 1, wherein the connector is implemented in an environment established by the on-premises contact center.
12. 12. A method of integrating an on-premises contact center with a cloud-based contact center, the method comprising: communicating resource data stored by the on-premises contact center to the cloud-based contact center, and synchronizing the resource data between the on-premises contact center and the cloudbased contact center to maintain consistency between the resource data stored by the on-premises contact center and the resource data stored by the cloud-based contact center, wherein synchronizing the resource data between the on-premises contact center and the cloud-based contact center comprises: creating at least one first object identifier associated with one or more objects of the resource data stored by the on-premises contact center, creating at least one second object identifier associated with one or more objects of the resource data stored by the cloud-based contact center, and mapping the at least one first object identifier to the at least one second object identifier to establish a mapped correspondence between the one or more objects of the resource data stored by the on-premises contact center and the one or more objects of the resource data stored by the cloud-based contact center.
13. 13. The method of claim 12, wherein synchronizing the resource data between the onpremises contact center and the cloud-based contact center comprises: detecting changes to the one or more objects of the resource data stored by the onpremises contact center, and updating the one or more objects of the resource data stored by the cloud-based contact center such that the one or more objects of the resource data stored by the cloud-based contact center reflect the changes to the one or more objects of the resource data stored by the onpremises contact center, wherein updating the one or more objects of the resource data stored by the cloud-based contact center comprises updating the one or more objects of the resource data stored by the cloud-based contact center based on the mapped correspondence.
14. 14. The method of claim 12, wherein synchronizing the resource data between the onpremises contact center and the cloud-based contact center comprises: querying one object identifier associated with the one or more objects of the resource data stored by the cloud-based contact center, and determining the one object identifier based on another object identifier associated with the one or more objects of the resource data stored by the on-premises contact center that corresponds to the one object identifier according to the mapped correspondence.
15. 15. The method of claim 14, wherein synchronizing the resource data between the onpremises contact center and the cloud-based contact center comprises: maintaining at least one cache to store the mapped correspondence between the one object identifier and the another object identifier, detecting changes to the one or more objects of the resource data stored by the onpremises contact center, updating the one or more objects of the resource data stored by the cloud-based contact center such that the one or more objects of the resource data stored by the cloud-based contact center reflect the changes to the one or more objects of the resource data stored by the onpremises contact center, and storing the updates to the one or more objects of the resource data stored by the cloudbased contact center in the at least one cache.
16. 16. The method of claim 12, wherein communicating resource data stored by the onpremises contact center to the cloud-based contact center comprises: transmitting resource data indicative of a voice interaction to be routed to a contact center agent to the cloud-based contact center, sending agent availability data associated with the transmitted resource data to the cloudbased contact center, and communicating routing status data associated with the transmitted resource data to the cloud-based contact center.
17. 17. The method of claim 16, wherein synchronizing the resource data between the onpremises contact center and the cloud-based contact center comprises: detecting changes to the transmitted resource data, the agent availability data, and/or the routing status data, and updating the resource data transmitted to the cloud-based contact center, the agent availability data, and/or the routing status data to reflect the changes.
18. 18. The method of claim 12, wherein: communicating resource data stored by the on-premises contact center to the cloud-based contact center comprises (i) transmitting resource data indicative of a voice interaction to be routed to a contact center agent to the cloud-based contact center and (ii) sending recording data indicative of a recording of the voice interaction to the cloud-based contact center, synchronizing the resource data between the on-premises contact center and the cloudbased contact center comprises (i) detecting changes to the transmitted resource data, (ii) detecting changes in the recording data, (iii) updating the resource data transmitted to the cloudbased contact center to reflect the changes in the transmitted resource data, and (iv) updating the recording data sent to the cloud-based contact center to reflect the changes in the recording data.
19. 19. One or more non-transitory machine readable storage media comprising a plurality of instructions stored thereon that, in response to execution by a connector, causes the connector to: communicate resource data stored by an on-premises contact center to a cloud-based contact center, and synchronize the resource data between the on-premises contact center and the cloudbased contact center to maintain consistency between the resource data stored by the on-premises contact center and the resource data stored by the cloud-based contact center, wherein to synchronize the resource data between the on-premises contact center and the cloud-based contact center comprises to: create at least one first object identifier associated with one or more objects of the resource data stored by the on-premises contact center, create at least one second object identifier associated with one or more objects of the resource data stored by the cloud-based contact center, and map the at least one first object identifier to the at least one second object identifier to establish a mapped correspondence between the one or more objects of the resource data stored by the on-premises contact center and the one or more objects of the resource data stored by the cloud-based contact center.
20. 20. The one or more non-transitory machine readable storage media of claim 19, wherein to synchronize the resource data between the on-premises contact center and the cloudbased contact center comprises to: detect changes to the one or more objects of the resource data stored by the on-premises contact center, and update the one or more objects of the resource data stored by the cloud-based contact center such that the one or more objects of the resource data stored by the cloud-based contact center reflect the changes to the one or more objects of the resource data stored by the onpremises contact center.

Description

SYSTEMS AND METHODS FOR INTEGRATING ON-PREMISES SYSTEMS AND CLOUD-BASED SYSTEMS CLAIM OF PRIORITY [0001] This application claims priority to U.S. Patent Application 18/345,612, filed June 30, 2023, titled “SYSTEMS AND METHODS FOR INTEGRATING ON-PREMISES SYSTEMS AND CLOUD-BASED SYSTEMS” BACKGROUND [0002] Call centers and other contact centers are used by many organizations to provide technical and other support to their end users. The end user may interact with human and/or virtual agents of the contact center by establishing electronic communications via one or more communication technologies including, for example, telephone, email, web chat, Short Message Service (SMS), dedicated software application(s), and/or other technologies. Contact centers may be employed in local computing environments (e.g., customer environments) or remote to such environments (e.g., cloud-based). SUMMARY [0003] One embodiment is directed to a unique system, components, and methods for integrating an on-premises contact center with a cloud-based contact center. Other embodiments are directed to apparatuses, systems, devices, hardware, methods, and combinations thereof for integrating on-premises contact centers with cloud-based contact centers. [0004] According to an embodiment, a connector for integrating an on-premises contact center with a cloud-based contact center may include at least one processor and at least one memory comprising a plurality of instructions stored therein that, in response to execution by the at least one processor, causes the connector to communicate resource data stored by the onpremises contact center to the cloud-based contact center, and to synchronize the resource data between the on-premises contact center and the cloud-based contact center to maintain consistency between the resource data stored by the on-premises contact center and the resource data stored by the cloud-based contact center, and to synchronize the resource data between the on-premises contact center and the cloud-based contact center includes to create at least one first object identifier associated with one or more objects of the resource data stored by the onpremises contact center, to create at least one second object identifier associated with one or more objects of the resource data stored by the cloud-based contact center, and to map the at least one first object identifier to the at least one second object identifier to establish a mapped correspondence between the one or more objects of the resource data stored by the on-premises contact center and the one or more objects of the resource data stored by the cloud-based contact center. [0005] In some embodiments, to synchronize the resource data between the on-premises contact center and the cloud-based contact center may include to detect changes to the one or more objects of the resource data stored by the on-premises contact center and to update the one or more objects of the resource data stored by the cloud-based contact center such that the one or more objects of the resource data stored by the cloud-based contact center reflect the changes to the one or more objects of the resource data stored by the on-premises contact center. [0006] In some embodiments, to update the one or more objects of the resource data stored by the cloud-based contact center may include to update the one or more objects of the resource data stored by the cloud-based contact center based on the mapped correspondence. [0007] In some embodiments, to synchronize the resource data between the on-premises contact center and the cloud-based contact center may include to query one object identifier associated with the one or more objects of the resource data stored by the cloud-based contact center and to determine the one object identifier based on another object identifier associated with the one or more objects of the resource data stored by the on-premises contact center that corresponds to the one object identifier according to the mapped correspondence. [0008] In some embodiments, to synchronize the resource data between the on-premises contact center and the cloud-based contact center may include to maintain at least one cache to store the mapped correspondence between the one object identifier and the another object identifier, to detect changes to the one or more objects of the resource data stored by the onpremises contact center, to update the one or more objects of the resource data stored by the cloud-based contact center such that the one or more objects of the resource data stored by the cloud-based contact center reflect the changes to the one or more objects of the resource data stored by the on-premises contact center, and to store the updates to the one or more objects of the resource data stored by the cloud-based contact center in the at least one cache. [0009] In some embodiments, to communicate resource data stored by the on-premises contact center to the cloud-based contac