System for scheduling routing rules in a contact center based on forcasted and actual interaction load and staffing requirements
US-9210033-B2 · Dec 8, 2015 · US
US9596123B2 · US · B2
| Field | Value |
|---|---|
| Publication number | US-9596123-B2 |
| Application number | US-201313781795-A |
| Country | US |
| Kind code | B2 |
| Filing date | Mar 1, 2013 |
| Priority date | Dec 3, 2010 |
| Publication date | Mar 14, 2017 |
| Grant date | Mar 14, 2017 |
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A proxy is integrated within an F-SSO environment and interacts with an external identity provider (IdP) instance discovery service. The proxy proxies IdP instance requests to the discovery service and receives responses that include the IdP instance assignments. The proxy maintains a cache of the instance assignment(s). As new instance requests are received, the cached assignment data is used to provide appropriate responses in lieu of proxying these requests to the discovery service, thereby reducing the time needed to identify the required IdP instance. The proxy dynamically maintains and manages its cache by subscribing to updates from the discovery service. The updates identify IdP instance changes (such as servers being taken offline for maintenance, new services being added, etc.) occurring within the set of geographically-distributed instances that comprise the IdP service. The updates are provided via a publication-subscription model such that the proxy receives change notifications proactively.
Opening claim text (preview).
The invention claimed is: 1. A method for providing identity provider services in association with an identity provider instance discovery service, the method carried out using an apparatus that is distinct from and external to the identity provider instance discovery service, comprising: as requests for identity provider instances are processed by the identity provider instance discovery service, receiving and storing at the apparatus data identifying the identity provider instances assigned by the identity provider instance discovery service; receiving at the apparatus an update concerning a resource associated with the identity provider instance discovery service, the update received at the apparatus from the identity provider instance discovery service via a topic-based publish-subscribe notification service supported on a hardware element; based on the update received at the apparatus, modifying the data; and upon receipt of a new request for an identity provider instance, and in lieu of forwarding the new request from the apparatus to the identity provider instance discovery service for handling, using the modified data to identify an identity provider instance for use in responding to the new request. 2. The method as described in claim 1 wherein the data is assignment data that associates a request and an identity provider instance selected by the identity provider instance discovery service to service the request. 3. The method as described in claim 1 wherein the update is received periodically or asynchronously. 4. The method as described in claim 1 wherein the notification service is a Web service provided by the identity provider instance discovery service. 5. The method as described in claim 1 further including subscribing to the update. 6. The method as described in claim 1 wherein the update includes one of: a load associated with one or more of the identity provider instances, availability of one or more identity provider instances, a performance metric associated with one or more identity provider instances, and an existing binding associated with one or more identity provider instances. 7. The method as described in claim 1 wherein the data is modified according to a policy or business logic.
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