Business rule web service

• US 20060147024A1
• Filed: 12/20/2004
• Published: 07/06/2006
• Est. Priority Date: 12/20/2004
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Rockwell Electronics Commerce Technologies LLC
• Inventors: Biggam, Sandy, Dezonno, Anthony J.
• Granted Patent: US 8,667,052 B2
• Time in Patent Office: Days
• US Class Current: 379/224
• CPC Class Codes: H04L 12/2854 Wide area networks, e.g. public data networks
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention

Abstract

A method and apparatus for providing transaction services to one of a plurality of organizations where such transaction services are provided for servicing contacts with clients of the organization through an independently operated contact processing system having a communication connection with the organization through the Internet. The method includes the steps of a contact controller of the organization providing contact control instructions for servicing the contacts to a control interface of the contact processing system and a web services publisher exchanging control information between the organization and contact controller through the Internet for the servicing the contacts with the clients of the organization.

Claims

1. A method of providing transaction services to an organization where such transaction services are provided for servicing contacts with clients of the organization through an independently operated contact processing system having a communication connection with the organization through the Internet, such method comprising the steps of:

a contact controller of the organization providing control instructions for servicing the contacts through a control interface of the contact processing system; and

a web services publisher exchanging control information between the organization and the contact controller through the Internet for the servicing of the contacts with the clients of the organization.

2. The method of providing transaction services as in claim 1 further comprising a real time controller of the organization collecting contact information about a client of the clients of the organization from the control interface of the contact processing system.

3. The method of providing transaction services as in claim 2 further comprising the web services publisher exchanging control information with the real time controller.

4. The method of providing transaction services as in claim 3 further comprising defining the exchanged control information as remote procedure calls.

5. The method of providing transaction services as in claim 4 further comprising sending the remote procedure calls to a web services engine containing the contact controller, real time controller and web services publisher.

6. The method of providing transaction services as in claim 5 further comprising the web services engine operating as a virtual private network of the organization.

7. The method of providing transaction services as in claim 1 further comprising a second organization receiving transaction services through the contact processing system through a respective second virtual private network.

8. The method of providing transaction services as in claim 1 further comprising the web services publisher exchanging information with the organization under one of the group consisting of a hypertext transfer protocol, a simple mail transfer protocol, a file transfer protocol and a blocks extensible exchange protocol.

9. The method of providing transaction services as in claim 1 further comprising the real time controller retrieving agent group information from the contact processing system.

10. The method of providing transaction services as in claim 1 further comprising the real time controller retrieving contact status information from the contact processing system.

11. The method of providing transaction services as in claim 1 further comprising the real time controller retrieving real time information from the contact processing system.

12. The method of providing transaction services as in claim 1 further comprising the real time controller retrieving queuing information from the contact processing system.

13. The method of providing transaction services as in claim 1 further comprising the organization transferring a make call instruction to the real time controller.

14. The method of providing transaction services as in claim 1 further comprising the organization transferring a contact type to the real time controller.

15. The method of providing transaction services as in claim 2 further comprising the real time controller collecting DNIS and ANI information from contacts detected on the real time control interface.

16. The method of providing transaction services as in claim 15 further comprising the real time controller comparing the collected DNIS information with a predetermined DNIS identifier and discarding any contact information with DNIS information that does not match the predetermined DNIS information.

17. The method of providing transaction services as in claim 2 further comprising the real time interface transferring the collected information of a contact to a host of the organization.

18. An apparatus for providing transaction services to an organization where such transaction services are provided for servicing contacts with clients of the organization through an independently operated contact processing system having a communication connection with the organization through the Internet, such apparatus comprising:

means for providing control instructions to a control interface of the contact processing system for servicing the contacts of the organization; and

means for exchanging control information between the organization and contact controller through the Internet for the servicing of the contacts with the clients of the organization.

19. The apparatus for providing transaction services as in claim 18 further comprising means for collecting contact information about a client of the clients of the organization from the control interface of the contact processing system.

20. The apparatus for providing transaction services as in claim 19 further comprising the means for exchanging control information exchanging control information with the real time controller.

21. The apparatus for providing transaction services as in claim 20 further comprising defining the exchanged control information as remote procedure calls.

22. An apparatus for providing transaction services to an organization where such transaction services are provided for servicing contacts with clients of the organization through an independently operated contact processing system having a communication connection with the organization through the Internet, such apparatus comprising:

a contact controller of the organization that provides contact control instructions for servicing the contacts to a control interface of the contact processing system; and

a web services publisher that exchanges control information between the organization and contact controller through the Internet for the servicing of the contacts with the clients of the organization.

23. The apparatus for providing transaction services as in claim 22 further comprising a real time controller of the organization collecting contact information about a client of the clients of the organization from the control interface of the contact processing system.

24. The apparatus for providing transaction services as in claim 23 further comprising the web services publisher exchanging control information with the real time controller.

25. The apparatus for providing transaction services as in claim 24 further comprising defining the exchanged control information as remote procedure calls.

26. The apparatus for providing transaction services as in claim 25 further comprising sending the remote procedure calls to a web services engine containing the contact interface, contact controller and web services publisher.

27. The apparatus for providing transaction services as in claim 26 further comprising the web services engine operating as a virtual private network of the organization.

28. The apparatus for providing transaction services as in claim 22 further comprising a second organization receiving transaction services through the contact processing system through a respective, second virtual private network.

29. The apparatus for providing transaction services as in claim 22 further comprising the web services publisher exchanging information with the organization under one of the group consisting of a hypertext transfer protocol, a simple mail transfer protocol, a file transfer protocol and a blocks extensible exchange protocol.

30. The apparatus for providing transaction services as in claim 22 further comprising agent group information retrieved by the real time controller from the contact processing system.

31. The apparatus for providing transaction services as in claim 22 further comprising contact status information retrieved by the real time controller from the contact processing system.

32. The apparatus for providing transaction services as in claim 22 further comprising real time information retrieved by the real time controller from the contact processing system.

33. The apparatus for providing transaction services as in claim 22 further comprising queuing information retrieved by the real time controller from the contact processing system.

34. The apparatus for providing transaction services as in claim 22 further comprising a make call instruction transferred by the organization to the real time controller.

35. The apparatus for providing transaction services as in claim 22 further comprising a contact type transferred by the organization to the real time controller.

36. The apparatus for providing transaction services as in claim 23 further comprising DNIS and ANI information collected by the real time controller from contacts detected on the real time control interface.

37. The apparatus for providing transaction services as in claim 36 wherein the real time controller further comprising programming features that compares the collected DNIS information with a predetermined DNIS identifier and discarding any contact information with DNIS information that does not match the predetermined DNIS information.

38. The apparatus for providing transaction services as in claim 23 wherein the real time controller further comprising programming features that transfer the collected information of a contact to a host of the organization.