Method for implementing and executing communication center routing strategies represented in extensible markup language
First Claim
1. A method for supplementing existing interaction routines in a contact center with added capability including acts for:
- (a) creating at least one rule having at least one rule attribute;
(b) creating one or more processes, the processes integral to the rule;
(c) defining the at least one rule and integral processes as a strategy; and
(d) linking the strategy to the interaction routine, the link serving to cause execution of the strategy during an interaction between an entity and the routine, execution thereof promoting further interaction defined in the strategy.
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Abstract
A method is provided for supplementing existing interaction routines in a contact center with added capability including acts for (a) creating at least one rule having at least one rule attribute; (b) creating one or more processes, the processes integral to the rule; (c) defining the at least one rule and integral processes as a strategy; and (d) linking the strategy to the interaction routine, the link serving to cause execution of the strategy during an interaction between an entity and the routine, execution thereof promoting further interaction defined in the strategy.
122 Citations
16 Claims
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1. A method for supplementing existing interaction routines in a contact center with added capability including acts for:
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(a) creating at least one rule having at least one rule attribute;
(b) creating one or more processes, the processes integral to the rule;
(c) defining the at least one rule and integral processes as a strategy; and
(d) linking the strategy to the interaction routine, the link serving to cause execution of the strategy during an interaction between an entity and the routine, execution thereof promoting further interaction defined in the strategy. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 10, 11, 12, 13, 14, 15, 16)
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9. A software module for generating an interaction strategy from constructs according to rule including at least one script enabling the strategy, the at least one script transformed by the module into at least one script of an alternate language readable by one or more machines cooperating to serve an interaction leveraging the routine, the module including:
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a first interface to a first server containing constructs of a first language used to build the strategy;
a generator to script the strategy from the constructs;
a transformation module to transform the generated script into the alternate language;
a second interface to a second server containing constructs used in the alternate language; and
a second generator to script the strategy in a form representing the alternate language.
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Specification