System, method, and computer readable medium for routing an agent to a preferred communications platform
View Patent ↗A system, method, and computer readable medium for routing an agent to a preferred communications platform comprises accessing a server comprising a routing strategy, wherein the routing strategy consists of a site value, a project identification value, a project load value, and an attribute value of the agent, and wherein the site value takes precedent over the project identification value which takes precedent over the project load value which takes precedent over the attribute value of the agent, and routing the agent to the preferred environment based on a result of the routing strategy.
1. A method for routing an agent to a preferred communications platform, comprising:
accessing a working environment via a domain name server (DNS) by an agent;
accessing a server comprising a routing capability via the DNS;
performing, by the routing capability, at least one of: password validation, agent ID lookup, and project ID lookup;
based on the performing, validating, by the routing capability, a schedule of work for the agent with a home agent database;
performing, by the routing capability, a preferred environment lookup with the home agent database, wherein the preferred environment lookup comprises selecting a preferred environment based on a site value, a project identification value, a project load value, and an attribute value of the agent, and the site value takes precedent over the project identification value which takes precedent over the project load value which takes precedent over the attribute value of the agent; and
routing the agent to the preferred environment.
2. The method of claim 1 comprising returning by the DNS one of many possible IP address entries used for connection services.
3. The method of claim 1 comprising accessing the server comprising the routing capability via a content services switch (CSS).
4. The method of claim 1 comprising routing the agent to the preferred environment via a secure gateway.
5. The method of claim 1 comprising forming a login string combining selected environment, username, password, and agent ID information.
6. The method of claim 5 comprising passing the formed login string back to the agent.
7. The method of claim 6 comprising posting the login string to the preferred environment and logging the agent in to start working.
8. The method of claim 7 comprising accessing the working environment via at least one of: a wired connection and a wireless connection.
9. The method of claim 1 comprising routing a plurality of agents to a plurality of preferred environments.
10. The method of claim 1 comprising routing a plurality of agents to a same one of a preferred environment.
11. A method for routing an agent to a preferred communications platform, comprising:
accessing a server comprising a routing strategy, wherein the routing strategy consists of a site value, a project identification value, a project load value, and an attribute value of the agent, and wherein the site value takes precedent over the project identification value which takes precedent over the project load value which takes precedent over the attribute value of the agent; and
routing the agent to a preferred environment based on a result of the routing strategy.
12. The method of claim 11 , wherein the site value is a multi-bit variable that describes a state of a communications platform.
13. The method of claim 12 , wherein a first bit is a binary indicating at least one of: Site Available, and Site Not Available.
14. The method of claim 12 , wherein a second bit is a binary indicating at least one of: Site Accepting Connections and Site Not Accepting Connections.
15. The method of claim 12 , wherein a third bit and any additional bits are binaries indicating site load capabilities, wherein a higher numeric value describes a lesser loaded site.
16. The method of claim 11 , wherein the project identification value is a variable that defines a unique project identification for a particular customer.
17. The method of claim 16 , wherein a first bit is a binary indicating at least one of: Project Available and Project Not Available.
18. The method of claim 16 , wherein a second bit is a binary indicating at least one of: Project Accepting Connections and Project Not Accepting Connections.
19. The method of claim 16 , wherein a third bit and any additional bits are binaries identifying a project to be used for individual clients.
20. The method of claim 11 , wherein the project load value is a variable that defines a current system load of a particular project.
21. The method of claim 11 , wherein the attribute value of the agent is a variable that defines a current system load of the agent's attributes.
22. A non-transitory computer readable medium comprising instructions for: routing an agent to a preferred environment based on a routing strategy comprising a site value, a project identification value, a project load value, and an attribute value of the agent, wherein the site value takes precedent over the project identification value which takes precedent over the project load value which takes precedent over the attribute value of the agent.