LOCAL SURVIVABILITY IN A DISTRIBUTED CONTACT CENTER ENVIRONMENT

摘要

Local survivability in a distributed contact center environment includes a processor in a first contact center node receiving a first request for interaction. The processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The processor monitors connection with the second contact center node. The processor receives a second request for interaction, and further determines lack of connection with the second contact center node. If there is lack of connection with the second contact center node, the processor refrains from transmitting a second message to the second contact center node. In one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.