INTERACTION REQUEST PROCESSING ACCORDING TO CLIENT PRE-CONFIGURED SCHEDULE

• US 20150049869A1
• Filed: 08/16/2013
• Published: 02/19/2015
• Est. Priority Date: 08/16/2013
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Petrovykh, Yevgeniy, Ristock, Herbert Willi Artur, Placiakis, Vidas, Petrov, Alex
• Granted Patent: US 9,444,936 B2
• Time in Patent Office: Days
• US Class Current: 379/265.09
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 2242/28 Services making use of subscriber schedule information
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5231 with call back arrangements

Abstract

An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.

Claims

1. An apparatus comprising:

a processor and a memory, the memory storing instructions executing from a non-transitory physical medium that when executed by the processor cause the processor to;

detect when a request for interaction that is configured for scheduled processing is received or otherwise registered at a service access point associated with a contact center;

identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application;

consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed; and

route or cause processing of the interaction request based on the schedule data.

2. The apparatus of claim 1, wherein the request for interaction is a voice request in the form of plain old telephony service (POTS) or a voice over Internet protocol (VoIP).

3. The apparatus of claim 1, wherein the request for interaction is an email, a short message service (SMS), or a multimedia message service (MMS) request.

4. The apparatus of claim 1, wherein the request for interaction is a video mail, a video call, or a Web request supported by any applicable Internet protocols.

5. The apparatus of claim 1, wherein the communications appliance is a telephone, a cellular phone, an android device, an electronic reader, or a tethered or un-tethered computer.

6. The apparatus of claim 1, wherein the service access point is a telephone switch, a call distributor, or a network-connected server.

7. The apparatus of claim 1, wherein the scheduling and reporting application is a work force management application having access to workforce availability and schedule data.

8. The apparatus of claim 1, wherein the routing system is one of a message routing system, a voice call routing system, or an integrated system adapted to route text, voice, and multimedia requests for interaction.

9. The apparatus of claim 1, wherein the schedule data includes a plurality of times to process the request or a plurality of media types for transmitting a response, wherein a particular media type is selected from the plurality of media types based on a particular one of the plurality of times selected to process the request.

10. An apparatus comprising:

a processor and a memory, the memory storing instructions executing from a non-transitory medium that when executed by the processor cause the processor to;

distribute to or serve to a communications appliance, an executable interface for associating a schedule for processing to a request for interaction;

detect when a request for interaction is initiated on a communications appliance; and

execute or otherwise present the interface to facilitate configuration of the schedule for processing relative to the request for interaction.

11. The apparatus of claim 10, wherein the request for interaction is a voice request in the form of plain old telephony service (POTS) or a voice over Internet protocol (VoIP).

12. The apparatus of claim 10, wherein the request for interaction is an email, a short message service (SMS), or a multimedia message service (MMS) request.

13. The apparatus of claim 10, wherein the request for interaction is a video mail, a video call, or a Web request supported by any applicable Internet protocols.

14. The apparatus of claim 10, wherein the communications appliance is a telephone, a cellular phone, an android device, an electronic reader, or a tethered or un-tethered computer.

15. The apparatus of claim 10, wherein the schedule data includes a plurality of times to process the request or a plurality of media types for transmitting a response, wherein a particular media type is selected from the plurality of media types based on a particular one of the plurality of times selected to process the request.

16. A method comprising acts:

detecting by a processor executing coded instructions from a non-transitory physical medium when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center;

identifying schedule data from the request and adding the schedule data along with a request identification and a location identifier to a scheduling and reporting application;

consulting a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed; and

routing or causing processing of the interaction request based on the schedule data.

17. The method of claim 16, wherein the service access point is a telephone switch, a call distributor, or a network-connected server.

18. The method of claim 16, wherein the scheduling and reporting application is a work force management application having access to workforce availability and schedule data.

19. The method of claim 16, wherein the routing system is one of a message routing system, a voice call routing system, or an integrated system adapted to route text, voice, and multimedia requests for interaction.

20. The method of claim 16, wherein, the schedule data includes a plurality of times to process the request or a plurality of media types for transmitting a response, wherein a particular media type is selected from the plurality of media types based on a particular one of the plurality of times selected to process the request.