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AssigneeGenesys Telecommunications Laboratories, Inc.
InventorsNikolay Anisimov, Petr Makagon, Andriy Ryabchun, Mark Scott
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In a contact center, a routing interface for enabling redirection of interactions from one scripted resource type to another includes a language transformation engine executable from a browser application resident on a digital medium installed on or accessible to a computing appliance, and an interactive panel accessible through the browser application the panel containing selectable modality options. The language transformation engine has network access to a language server, and a routing strategy server, and wherein VXML scripts downloaded to the browser are transformed into scripts expressed in another markup language for presentation and wherein the transformed scripts are used at an end resource that the interaction is redirected to.
In a contact center, a routing interface for enabling redirection of interactions from one scripted resource type to another comprising:
A method for dynamically transforming a voice extensible markup language script into a script expressed in another compatible markup language, selection thereof triggered by required modality at the time of transformation comprising the steps:
In a contact center, a method for routing an interaction between one or more scripted resources comprising the steps:
Dependencies are inferred from the claim text.