Intermediary device for data message network routing

• US 10,367,766 B2
• Filed: 01/20/2017
• Issued: 07/30/2019
• Est. Priority Date: 01/20/2017
• Status: Active Grant

• Current Assignee: Virtual Hold Technology Solutions, LLC
• Original Assignee: TEN DIGIT Communications LLC
• Inventors: McCarthy-Howe, Thomas Spencer, Brandt, Gary George
• Primary Examiner(s): Tang, Karen C
• Application Number:
  US15/411,424
• Publication Number:
  US 20180212909A1
• Time in Patent Office: 921 Days
• Field of Search: 709207
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04L 51/58 Message adaptation for wireless communication

Abstract

An intermediary device disposed in a contact center environment is provided. The intermediary device can receive a first data message. A lobby assignment mechanism can assign the first data message to a default lobby construct, and can obtain, from a contact center agent computing device, an indication of assignment of the first data message to a destination lobby construct that is different than the default lobby construct. The lobby assignment mechanism can link the first data message with the destination lobby construct based on a characteristic of the first data message. The intermediary device can receive a second data message, and can bypass the default lobby construct to assign the second data message to the destination lobby construct based on a characteristic of the second data message and the characteristic of the first data message.

Claims

1. An intermediary device to route data messages in a contact center environment, comprising:

an intermediary device disposed in a data communication path between an electronic communications network and a client computing device, the intermediary device including at least one of a lobby assignment mechanism, a session storage unit, a default lobby construct, and a destination lobby construct, the default lobby construct and the destination lobby construct each constructed to include a plurality of data messages for sessions between contact center agent computing devices and client computing devices;

the intermediary device disposed to receive, via the electronic communications network, a first data message, the first data message having a characteristic;

the lobby assignment mechanism to assign the first data message to the default lobby construct;

the lobby assignment mechanism to obtain, from a contact center agent computing device, an indication of transfer of the first data message to the destination lobby construct that is a different lobby construct than the default lobby construct, the indication of the transfer identifying the first data message;

the lobby assignment mechanism to link, responsive to the indication of the transfer of the first data message to the destination lobby construct, the first data message with the destination lobby construct based on the characteristic of the first data message;

the intermediary device disposed to receive, via the electronic communications network, a second data message having a characteristic;

the intermediary device to identify a correlation between the first data message and the second data message based on the characteristic of the first data message and the characteristic of the second data message; and

the lobby assignment mechanism to bypass the default lobby construct to assign the second data message to the destination lobby construct based on the identification of the correlation between the second data message and the first data message assigned to destination lobby construct.

2. The system of claim 1, comprising:

subsequent to assignment of the first data message to the default lobby construct, the intermediary device to allow the contact center agent computing device to access to the first data message in the default lobby construct.

3. The system of claim 1, wherein the contact center agent computing device is a first contact center agent computing device, comprising:

the lobby assignment mechanism to receive from a second contact center agent computing device, an indication that the destination lobby construct is a correct lobby construct for the first data message.

4. The system of claim 1, wherein the contact center agent computing device is a first contact center agent computing device, comprising:

the intermediary device disposed to receive, via the electronic communications network, a third data message;

the lobby assignment mechanism to assign the third data message to the default lobby construct; and

the lobby assignment mechanism to obtain, from one of the first contact center agent computing device and a second contact center agent computing device, an indication that the default lobby construct is a correct lobby construct for the third data message.

5. The system of claim 4, comprising:

the lobby assignment mechanism to link, responsive to the indication that the default lobby construct is the correct lobby construct for the third data message, the third data message with the default lobby construct.

6. The system of claim 1, comprising:

the lobby assignment mechanism to obtain, from the contact center agent computing device, an indication of incorrect assignment of the first data message to the default lobby construct.

7. The system of claim 1, comprising:

the lobby assignment mechanism to provide an indication of the data message in the default lobby construct to the contact center agent computing device.

8. The system of claim 1, comprising:

the lobby assignment mechanism to affirmatively provide an indication of the data message in the default lobby construct to the contact center agent computing device without receipt from the contact center agent computing device of a prior query for the indication of the data message.

9. The system of claim 1, comprising:

the intermediary device to determine, based on the characteristic of the first data message, a tuple corresponding to the first data message; and

the intermediary device to determine, based on the characteristic of the second data message, a tuple corresponding to the second data message.

10. The system of claim 9, comprising:

the lobby assignment mechanism to assign the second data message to the destination lobby construct based on the tuple corresponding to the first data message and the tuple corresponding to the second data message.

11. The system of claim 9, comprising:

the intermediary device to identify the correlation between the first data message and the second data message based on the tuple corresponding to the first data message and the tuple corresponding to the second data message.

12. The system of claim 1, wherein the contact center agent computing device transfers the first data message from the default lobby construct to the destination lobby construct.

13. The system of claim 1, wherein the first data message is routed to an intermediary lobby construct subsequent to assignment of the first data message to the default lobby construct and prior to assignment to the destination lobby construct.

14. The system of claim 1, comprising a live interaction component of the contact center agent computing device to:

access the first data message in the default lobby construct; and

transfer the first data message to the destination lobby construct.

15. The system of claim 1, comprising:

the lobby assignment mechanism to remove the first data message from the default lobby construct.

16. The system of claim 1, wherein the session storage unit includes the default lobby construct and the destination lobby construct.

17. The system of claim 1, wherein the intermediary device includes a plurality of computing devices, comprising:

a first computing device of the plurality of computing devices that includes the lobby assignment mechanism; and

a second computing device of the plurality of computing devices that includes the default lobby construct.

18. A method of data message routing in a contact center environment, comprising:

providing an intermediary device to dispose in a data communication path between an electronic communications network and a client computing device, the intermediary device including at least one of a lobby assignment mechanism, a session storage unit, a default lobby construct, and a destination lobby construct, the default lobby construct and the destination lobby construct each configured to hold a plurality of data messages for sessions between contact center agent computing devices and client computing devices;

receiving, by the intermediary device, via the electronic communications network, a first data message, the first data message having a characteristic;

assigning, by the lobby assignment mechanism, the first data message to the default lobby construct;

obtaining, by the lobby assignment mechanism, from a contact center agent computing device, an indication of a transfer of the first data message to the destination lobby construct that is a different lobby construct than the default lobby construct, the indication of the transfer identifying the first data message;

linking, by the lobby assignment mechanism, responsive to the indication of the transfer of the first data message to the destination lobby construct, the first data message with the destination lobby construct based on the characteristic of the first data message;

receiving, by the intermediary device, via the electronic communications network, a second data message having a characteristic;

identifying, by the intermediary device, a correlation between the first data message and the second data message based on the characteristic of the first data message and the characteristic of the second data message; and

assigning, by the lobby assignment mechanism, and bypassing the default lobby construct, the second data message to the destination lobby construct based on identifying the correlation between the second data message and the first data message assigned to destination lobby construct.

19. The method of claim 18, comprising:

subsequent to assignment of the first data message to the default lobby construct, providing the contact center agent computing device with access to the first data message in the default lobby construct.

20. The method of claim 18, wherein the contact center agent computing device is a first contact center agent computing device, comprising:

receiving, by the lobby assignment mechanism, from a second contact center agent computing device, an indication that the destination lobby construct is a correct lobby construct for the first data message.