PRESENCE-BASED RESOURCE LOCATOR

• US 20080021998A1
• Filed: 07/20/2006
• Published: 01/24/2008
• Est. Priority Date: 07/20/2006
• Status: Abandoned Application

• Current Assignee: Interactive Intelligence Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Interactive Intelligence Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Wentink, Rachel
• Application Number:
  US11/458,876
• Publication Number:
  US 20080021998A1
• Time in Patent Office: Days
• US Class Current: 709/226
• CPC Class Codes: H04L 65/1094 Inter-user-equipment sessions transfer or sharing
• CPC Class Codes: H04L 65/1096 Supplementary features, e.g. call forwarding or call holding systems providing special services or facilities to telephony subscribers H04M3/42
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

Various technologies and techniques are disclosed for locating resources. A resource locator server is coupled to a call center server over a network. The system uses the resource locator server to allow users, such as call center agents, to access a list of resources available for answering a particular question and/or solving a particular problem. Users can access the resource locator server to search a ranked list of resources based on predefined levels of subject matter expertise and their desire to be contacted, and determine the availability of the resource through presence management. Resource profiles are created for each resource to specify desire to be contacted, expertise, and location. User profiles are created for each resource to specify permission levels for which resources can be contacted.

Claims

1. A method comprising:

receiving a communication that raises a question to be answered by another resource;

receiving a selection of an option to view a list of possible resources to help answer the question; and

presenting a ranked list of resources suitable for answering the question, wherein the ranked list is determined based upon an expertise level of each of a plurality of possible resources, a desire of each of the resources to be contacted, a location of each of the resources, and an availability of each of the resources.

2. The method of claim 1 further comprising:

receiving a selection to initiate a communication with a particular one of the possible resources.

3. The method of claim 2 further comprising:

opening a communication channel with the particular one of the possible resources.

4. The method of claim 3 further comprising:

setting a callback request with the particular one resource if the particular one resource is not available.

5. The method of claim 1, wherein the incoming communication is a voice call.

6. The method of claim 1, wherein the incoming communication is a web chat.

7. The method of claim 1, wherein the incoming communication is an instant message.

8. The method of claim 1, wherein the possible resources presented on the ranked list are determined at least in part by reviewing a permissions level specified in a profile associated with a user that selected the option to view the list.

9. A computer-readable medium having computer-executable instructions for causing a computer to perform the steps recited in claim 1.

11. The computer readable medium of claim 1, wherein the score is calculated for each possible resource based at least in part upon a desire to be contacted, expertise, availability, and location.

12. The computer readable medium of claim 1, wherein the ordered list includes an availability indicator for each possible resource.

13. The computer readable medium of claim 1, wherein a particular one of the possible resources can be selected by the user to open a line of communication.

14. The computer readable medium of claim 13, wherein a callback request can be placed with the particular one of the possible resources if the particular one is not available when selected by the user.

10. A computer-readable medium having computer-executable instructions for causing a computer to perform steps comprising:

receiving a request from a user to view a frequently asked questions page;

displaying the frequently asked question page with a plurality of question and answer pairs, with each question and answer pair having a resource link to allow the user to identify a resource to contact for more information if needed;

receiving a selection from the user to select a particular one resource link;

calculating a score for each possible resource; and

generating an ordered list of possible resources based upon the score.

15. A system comprising:

at least one call center server, the call center server including means for queuing communications;

a resource locator server coupled to the call center server over a network, the resource locator server including means for receiving a selection of an option to view a list of possible resources to help answer a particular question raised during an incoming communication, and means for presenting a ranked list of resources suitable for answering the question; and

wherein the resource locator server determines the ranked list of resources based upon an expertise level of each of a plurality of possible resources, a desire of each of the resources to be contacted, a location of each of the resources, and an availability of each of the resources.

16. The system of claim 15, further comprising:

means for receiving a selection from a user of a particular one resource on the ranked list of resources.

17. The system of claim 16, further comprising:

means for initiating a communication with the particular one resource.

18. The system of claim 17, further comprising:

means for setting a callback request with the particular one resource if the particular one resource is not available.