Method and system for integrating an interaction management system with a business rules management system
First Claim
1. A system for processing communication events for a contact center, the system comprising:
- a processor;
a memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to;
receive, during execution of a routing strategy for routing a communication event, a request for rule execution;
identify, in response to the request, a set of facts associated with the communication event and with contact center state;
identify a rule based on the set of facts;
execute the identified rule based on the set of facts, the identified rule including a condition for updating the contact center state;
determine, in response to executing the identified rule, that the condition is satisfied; and
transmit, in response to the condition being satisfied, a signal for updating the contact center state; and
an electronic switch coupled to the processor, the electronic switch configured to distribute the communication event according to the updated contact center state.
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Accused Products
Abstract
In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.
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Citations
20 Claims
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1. A system for processing communication events for a contact center, the system comprising:
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a processor; a memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to; receive, during execution of a routing strategy for routing a communication event, a request for rule execution; identify, in response to the request, a set of facts associated with the communication event and with contact center state; identify a rule based on the set of facts; execute the identified rule based on the set of facts, the identified rule including a condition for updating the contact center state; determine, in response to executing the identified rule, that the condition is satisfied; and transmit, in response to the condition being satisfied, a signal for updating the contact center state; and an electronic switch coupled to the processor, the electronic switch configured to distribute the communication event according to the updated contact center state. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method for processing communication events for a contact center, the method comprising:
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receiving, by a processor, during execution of a routing strategy for routing a communication event, a request for rule execution; identifying, by the processor, in response to the request, a set of facts associated with the communication event and with contact center state; identifying, by the processor, a rule based on the set of facts; executing, by the processor, the identified rule based on the set of facts, the identified rule including a condition for updating the contact center state; determining, by the processor, in response to executing the identified rule, that the condition is satisfied; and transmitting, by the processor, in response to the condition being satisfied, a signal for updating the contact center state; and distributing, by an electronic switch coupled to the processor, the communication event according to the updated contact center state. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification