Active dynamic rule engine
First Claim
1. A system for routing a request in a contact center, the system comprising:
- at least one workstation for transmitting a request;
a server, responsive to said at least one workstation, and having a servlet container and filter portion, for receiving and routing the request and for automatically generating a response to the request;
wherein the servlet container creates a response object when the request from the workstation is received, and for associating the response objects with the response and the request;
wherein the filter portion parses the request for one or more request objects to determine a routing destination and modifies the response objects based on the routing destination.
2 Assignments
0 Petitions
Accused Products
Abstract
A system, method, and device for routing a request in a contact center are disclosed. The exemplary system may have a workstation for transmitting a request and a server responsive to said at least one workstation. The server may have a servlet container and filter portion for receiving and routing the request and for automatically generating a response to the request. The servlet container may create a response object when the request from the workstation is received, and associates the response objects with the response and the request. The filter portion may parse the request for one or more request objects to determine a routing destination and modify the response objects based on the routing destination.
26 Citations
20 Claims
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1. A system for routing a request in a contact center, the system comprising:
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at least one workstation for transmitting a request;
a server, responsive to said at least one workstation, and having a servlet container and filter portion, for receiving and routing the request and for automatically generating a response to the request;
wherein the servlet container creates a response object when the request from the workstation is received, and for associating the response objects with the response and the request;
wherein the filter portion parses the request for one or more request objects to determine a routing destination and modifies the response objects based on the routing destination. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method for routing a request in a contact center, the method comprising the acts of:
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initiating a request from a workstation;
communicating the request from the workstation to a server;
responsive to said communicating act, automatically generating a response to the request by the server to the workstation;
responsive to said initiating and generating acts, automatically producing a response object with a servlet container of the server, and associating the response object with the response and the request;
responsive to said generating act, automatically parsing the request for one or more request objects to determine a routing destination and modify the response objects based on the routing destination with a filter portion of the servlet container. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A computer program product, tangibly embodied in an information carrier, for routing a request in a contact center, the computer program product being operable to cause a machine to:
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receive a request from a workstation to a server;
responsive to said receiving the request, automatically generate a response to the request by the server to the workstation;
responsive to said generating a response, automatically produce a response object with a servlet container of the server, and associate the response object with the response and the request; and
responsive to said generating a response, automatically parse the request for one or more request objects to determine a routing destination and modify the response objects based on the routing destination with a filter portion of the servlet container. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification