US 9,553,755 B2Granted

Method for implementing and executing communication center routing strategies represented in extensible markup language

AssigneeGenesys Telecommunications Laboratories, Inc.

InventorsNikolay Anisimov, Petr Makagon, Herbert Willi Artur Ristock, David Anderson, Colin Michael Leonard, Yi Zhang, Vitaliy Teryoshin

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Abstract

A method is provided for supplementing existing interaction routines in a contact center with added capability including acts for (a) creating at least one rule having at least one rule attribute; (b) creating one or more processes, the processes integral to the rule; (c) defining the at least one rule and integral processes as a strategy; and (d) linking the strategy to the interaction routine, the link serving to cause execution of the strategy during an interaction between an entity and the routine, execution thereof promoting further interaction defined in the strategy.

Claims17

Dependent claims

A method for supplementing an interaction processing routine comprising:

identifying, by a processor, an attribute associated with an interaction;
executing, by the processor, the interaction processing routine for routing the interaction, the interaction processing routine including an embedded tag;
executing, by the processor, the embedded tag in the interaction processing routine;
invoking, by the processor, a rule in response to executing the embedded tag, wherein the rule is selected based on the identified attribute;
assembling, by the processor, a routing script based on the invoked rule;
and
executing, by the processor, the routing script for controlling the routing of the interaction during the interaction processing routine, wherein the routing script is executed concurrently with the interaction processing routine.

4 more elements

Dependencies are inferred from the claim text.

Facts

Application: 13/045,220Filed 10 Mar 2011 · continuation
Priority: 17 Feb 1998
Published: US 2011/0182418 A128 Jul 2011
Granted: 24 Jan 2017
Term ends: Not estimatedThe source records don’t support an estimate.

Classification21 codes

H04M 3/51
Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised…:…
H04L 65/104
Signalling gateways: in the network
H04L 65/1043
Gateways: gateway controllers, e.g. media gateway control protocol [MGCP] controllers
H04L 65/1106
Session protocols: call signalling protocols; H.323 and related

Family

Application09/024,923Parent of this continuation-in-part · filed 17 Feb 1998
Application60/267,294Us provisional application · filed 7 Feb 2001
Application09/827,608Parent of this continuation-in-part · filed 6 Apr 2001
Application11/317,105Parent of this continuation · filed 22 Dec 2005
US 2011/0182418 A1Pre-grant publication · published 28 Jul 2011
US 7,907,598 B2Parent of this continuation
US 6,985,478 B2Parent of this continuation-in-part
Application11/317,105Parent of this continuation-in-part
US 8,130,749 B2Parent of this continuation-in-part
US 2001/0028649 A1Published application
US 2001/0043589 A1Published application
US 2006/0209797 A1Published application
US 9,553,755 B2This patent

From the US filing history. Foreign family members aren’t listed.