US 9,628,624 B2Granted

System and method for a work distribution service

AssigneeTwilio Inc.

InventorsJohn Wolthuis, Robert Brazier

Life of this patent

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Abstract

Systems and methods for a work distribution service. At a multi-tenant platform that provides a work distribution service for a plurality of external systems, a priority is assigned to a first work item of a first external system. The work item is received via a RESTful work item API call request. The priority is assigned based on work item attributes of the work item and a workflow instruction corresponding to workflow information specified by the work item. The workflow instruction is provided by the external system via a RESTful Workflow API. A worker is assigned to the work item based on: the priority of the work item, the workflow information, and worker state managed by the first external system via a RESTful Worker API. The worker state includes worker attributes. The work item is generated by the external system, and the workflow instruction is managed by the external system.

Claims20

Dependent claims

A method comprising:

at a multi-tenant work distribution system:
responsive to a first work item API request provided by a first external application server system of a first account of a plurality of accounts of the multi-tenant work distribution system, determining a first worker identifier of a plurality of worker identifiers configured for the first account to be assigned to a first work item corresponding to the first work item API request;
providing first assignment information to the first external application server system via a first callback configured for the first account,
wherein the first assignment information specifies at least the first worker identifier and work item attributes of the first work item,
wherein the work distribution system receives the first work item API request from the first external application server system via an application protocol communication,
wherein the work distribution system provides the first assignment information to the first external application server system via an application protocol communication.

3 more elements

Dependencies are inferred from the claim text.

Facts

Application: 15/099,931Filed 15 Apr 2016 · continuation
Priority: 14 Mar 2014
Published: US 2016/0234391 A111 Aug 2016
Granted: 18 Apr 2017
Term ends: Not estimatedThe source records don’t support an estimate.

Classification10 codes

H04M 3/5235
Call distribution algorithms: dependent on call type or called number [DNIS]
G06Q 10/063114
Scheduling, planning or task assignment for a person or group: status monitoring or status determination for a person or group
G06Q 10/0633
Operations research, analysis or management: workflow analysis
H04M 3/5175
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: call or contact centers…

Family

Application61/953,562Us provisional application · filed 14 Mar 2014
Application14/659,332Parent of this continuation · filed 16 Mar 2015
US 2016/0234391 A1Pre-grant publication · published 11 Aug 2016
US 9,344,573 B2Parent of this continuation
US 2015/0264180 A1Published application
US 9,628,624 B2This patent

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