Queue prioritization based on competitive user input

• US 20020131399A1
• Filed: 04/03/2002
• Published: 09/19/2002
• Est. Priority Date: 02/17/1998
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Philonenko, Laurent
• Granted Patent: US 6,801,520 B2
• Time in Patent Office: Days
• US Class Current: 370/351
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 2201/50 Telephonic communication in combination with video communication
• CPC Class Codes: H04M 2207/12 intelligent networks
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components
• CPC Class Codes: H04M 7/0033 Notification or handling of incoming calls by a computer
• CPC Class Codes: H04M 7/0054 where the data service is an electronic mail service
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: H04M 7/126 Interworking of session control protocols

Abstract

A routing system is disclosed for routing communication events. The system comprises at least one data queue for queuing incoming events; at least one interaction mechanism for enabling bi-directional communication with authors of events in queue; and a processor for processing events in queue according to routing rules. In a preferred embodiment authors of the communication events are solicited through the at least one interaction mechanism to make a value contribution in exchange for advancement in the data queue.

Claims

1. A routing system for routing communication events comprising:

at least one data queue for queuing incoming events;

at least one interaction mechanism for enabling bi-directional communication with authors of events in queue; and

a processor for processing events in queue according to routing rules;

characterized in that authors of the communication events are solicited through the at least one interaction mechanism to make a value contribution in exchange for advancement in the data queue.

2. The system of claim 1 wherein the communication events are telephony events and the interaction mechanism is an IVR.

3. The system of claim 1 wherein the communication events are instant messages and interaction mechanism is a Web form.

4. The system of claim 1 wherein the communication events are e-mails and interaction mechanism is a Web form.

5. The system of claim 1 wherein the communication events are data network telephony events and interaction mechanism is a digital IVR.

6. The system of claim 1 wherein the data queue has at least two levels of priority.

7. The system of claim 1 when a processor is a CTI processor.

8. The system of claim 1 wherein the value contribution is financial.

9. The system of claim 1 wherein the value contribution is attention for a period of time.

10. The system of claim 1 wherein the value contribution is transacted prior to routing.

11. The system of claim 1 wherein the value contribution is transacted after routing.

13. The method of claim 12 wherein the communication events are telephony events and in step (a) interaction is through an IVR.

14. The method of claim 12 wherein the communication events are instant messages and in step (a) interaction is through a Web form.

15. The method of claim 12 wherein the communication events are e-mails and in step (a) interaction is through Web form.

16. The method of claim 12 wherein the communication events are data network telephony events and in step (a) interaction is through digital IVR.

17. The method of claim 12 wherein the data queue has at least two levels of priority.

18. The method of claim 12 wherein processing of queued events is performed by a CTI processor.

19. The method of claim 12 wherein in steps (a) and (b) the value contribution is financial.

20. The method of claim 12 wherein in steps (a) and (b) the value contribution is attention for a period of time.

21. The method of claim 12 wherein in steps (a) and (b) the value contribution is the submission of information.

12. A method for processing communication events in a queue according to priority assigned per event in exchange for a value contribution per event comprising steps of:

(a) interacting with the author of each event to establish a value contribution promise or not;

(b) upon receiving a promise of a value contribution, transacting the value contribution on behalf of the author; and

(c) advancing the queue position of the message of the author according to the rules of transaction.

22. A method for processing communication events in a queue according to priority assigned per event in exchange for a value contribution per event comprising steps of:

(a) interacting with the author of each event to establish a value contribution promise or not;

(b) upon receiving promise of a value contribution, advancing the queue position according to transaction rules associated with the value contribution; and

(c) after routing to final destination according to enhanced priority transacting the value contribution to the satisfaction of both parties.

23. The method of claim 22 wherein the communication events are telephony events and in step (a) interaction is through an IVR.

24. The method of claim 22 wherein the communication events are instant messages and in step (a) interaction is through a Web form.

25. The method of claim 22 wherein the communication events are e-mails and in step (a) interaction is through Web form.

26. The method of claim 22 wherein the communication events are data network telephony events and in step (a) interaction is through digital IVR.

27. The method of claim 22 wherein the data queue has at least two levels of priority.

28. The method of claim 22 wherein processing of queued events is performed by a CTI processor.

29. The method of claim 22 wherein in steps (a) and (b) the value contribution is financial.

30. The method of claim 22 wherein in steps (a) and (b) the value contribution is attention for a period of time.

31. The method of claim 22 wherein in steps (a) and (b) the value contribution is the submission of information.