Dynamic Call Connection Distributor for Flexible Agent Routing

The patent implements dynamic connection establishment where call agents can register and unregister endpoints at will, and the system dynamically updates connection routes without predefined constraints. The agent pool and distributor adapt their connection configurations in real-time based on agent availability and registration status, transforming the static connection model into a dynamic one that maintains stability through standardized protocols while achieving adaptability through flexible registration and routing mechanisms.

The system changes the connection parameter model from fixed predefined endpoints to dynamic registered endpoints. Call agents can register multiple endpoints (phone numbers, email addresses, instant messaging handles) with the system, and the distributor dynamically selects appropriate endpoints based on current agent status. This parameter change enables the system to adapt to different communication channels and agent locations while maintaining stable connection management through centralized registration.

The patent extracts the connection management functionality from expensive fixed equipment at agent premises and consolidates it into a centralized distributor system. Agents only need minimal registration capabilities (web interface or simple client) to register their endpoints, while the distributor handles all connection establishment, routing, and status management centrally. This extraction eliminates the need for costly local switches or dedicated hardware at each agent location while maintaining reliable connections through centralized control.

The distributor acts as an intermediary between call agents and the call distribution system. Instead of requiring direct reliable connections from each agent to the central system, the distributor mediates all connections by establishing routes through registered endpoints. This intermediary approach allows agents to use various communication channels (phone, email, instant messaging) with different reliability characteristics, while the distributor ensures reliable call delivery through its centralized routing and status monitoring capabilities.

The patent implements self-service capabilities where call agents independently register their own endpoints, update their availability status, and manage their own connection preferences through a web interface or simple client. The system automatically processes these self-service registrations and updates the agent pool accordingly. This self-service approach maintains centralized coordination through automatic database updates and routing adjustments while granting agents operational flexibility to manage their own configurations without administrative intervention.

The system performs preliminary registration of agent endpoints and preferences before actual call distribution begins. Agents pre-register their available endpoints (phone numbers, email addresses, instant messaging handles) and availability preferences in advance. The distributor stores this preliminary information in the agent pool and uses it to automatically establish appropriate connections when calls are received, eliminating the need for real-time configuration during call handling and providing both coordination and flexibility.