Method and system for enabling automated and real-time discovery of skills available to agents and systems in a multimedia communications network
First Claim
1. A system for routing an interaction request based on skill presence reporting comprising:
- a routing application for determining best routing for the interaction request;
a data store for storing and reporting skills data; and
an object-oriented interface for presenting skills views including state information of those skills;
characterized in that the system determines any skills requirements of the interaction request to be routed and determines which skills of considered routing destinations are available at the time of routing, and routes the interaction according to the available skills matching the skills requirement, the available skills intrinsic to one or more than one routing destination selected to process the interaction.
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0 Petitions
Accused Products
Abstract
A system for routing an interaction request based on skill presence reporting has a routing application for determining best routing for the interaction request, a data store for storing and reporting skills data, and an object-oriented interface for presenting skills views including state information of those skills. The system is characterized in that it determines any skills requirements of the interaction request to be routed and discovers which skills of considered routing destinations are available at the time of routing, and routes the interaction according to the available skills discovered and matching the skills requirement, the available skills intrinsic to one or more than one routing destination selected to process the interaction.
233 Citations
32 Claims
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1. A system for routing an interaction request based on skill presence reporting comprising:
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a routing application for determining best routing for the interaction request;
a data store for storing and reporting skills data; and
an object-oriented interface for presenting skills views including state information of those skills;
characterized in that the system determines any skills requirements of the interaction request to be routed and determines which skills of considered routing destinations are available at the time of routing, and routes the interaction according to the available skills matching the skills requirement, the available skills intrinsic to one or more than one routing destination selected to process the interaction. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method for identifying and maintaining for future use, information related to skills that are non-intrinsic to an enterprise but are accessible through connection path to certain personnel of the enterprise comprising steps of:
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(a) periodically discovering the existence of new skills and the skill contact and connection path data of those skills;
(b) building a map holding at least a skill summary, host identification, contact data, and connection path information for each discovered skill;
(c) rendering the map searchable through network connection; and
(d) periodically updating the mapped information with new information as it is discovered. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23)
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24. A method for searching a network for and receiving data about personnel and systems including skills capabilities and skills rating information attributed to those personnel and systems comprising steps of:
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(a) accessing an interface on the network from a network-capable device, the interface adapted to search skills data and generate object-oriented views representing retrieved data;
(b) submitting a query identifying one or more desired skills to the interface;
(c) searching matching skills data and related host identification data from data storage;
(d) generating skills presence views for each of the identified hosts;
(e) prioritizing the generated views according to a pre-set rule; and
(f) returning the prioritized data in a fashion useable on the requesting device. - View Dependent Claims (25, 26, 27, 28, 29, 30, 31, 32)
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Specification