ARTIFACTS FOR COMMUNICATIONS SYSTEMS
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0 Petitions
Accused Products
Abstract
An application development platform transmits to a content provider system instructions that provide a user interface for developing an application that specifies a first multi-step communication flow between a communications device and a communications system. The platform receives from parameters of a program functionality for inclusion in the application, and selects one or more recommended program modules based on the parameters. The platform transmits instructions that provide a user interface for displaying the one or more recommended program modules. The platform receives data indicating a user selection of a particular program module. In response, the platform transmits instructions that provide a user interface for enabling user configuration of the particular program module. The platform receives modified parameters of the particular program module and determines a second multi-step communication flow between the communications device and the communications system based on the first multi-step communication flow and the modified parameters.
85 Citations
42 Claims
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1-22. -22. (canceled)
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23. A method, comprising:
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transmitting, by a processor, a signal to a communication device associated with a contact center for displaying a plurality of modules for generating an interaction flow of a communication between a customer device and a contact center resource; receiving, by the processor, an indication of a selection of one or more of the modules to include in the interaction flow; receiving, by the processor, a modification to a parameter of the one or more of the modules; transmitting, by the processor, a signal to the communication device associated with the contact center for displaying a recommended module based on the selection of the one or more of the modules; generating, by the processor, the interaction flow based on the one or more modules, including the modification to the parameter and the recommended module; and transmitting, by the processor, a signal to a switch to route the communication to the contact center resource according to the interaction flow. - View Dependent Claims (24, 25, 26, 27, 28, 29, 30, 31, 32)
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33. A system, comprising:
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a switch configured to receive a plurality of communications for routing to one or more communication devices; a processor coupled to the switch; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to; transmit a signal to a communication device associated with a contact center for displaying a plurality of modules for generating an interaction flow of a communication between a customer device and a contact center resource; receive an indication of a selection of one or more of the modules to include in the interaction flow; receive a modification to a parameter of the one or more of the modules; transmit a signal to the communication device associated with the contact center for displaying a recommended module based on the selection of the one or more of the modules; generate the interaction flow based on the one or more modules, including the modification to the parameter and the recommended module; and transmit a signal to the switch to route the communication to the contact center resource according to the interaction flow. - View Dependent Claims (34, 35, 36, 37, 38, 39, 40, 41, 42)
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Specification