Intelligent information routing system and method

• US 6,539,538 B1
• Filed: 08/24/1998
• Issued: 03/25/2003
• Est. Priority Date: 11/13/1995
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Concerto Software Incorporated (Alvaria Incorporated)
• Inventors: Subramanian, Srikanth, Brannick, Gary L., Hite, Thomas D., Lee, Gene W., Brewster, James A.
• Primary Examiner(s): Morse, Gregory
• Assistant Examiner(s): DAS, CHAMELI
• Application Number:
  US09/138,973
• Time in Patent Office: 1,674 Days
• Field of Search: 717/2, 717/3, 717/115, 717/100, 717/101, 711/100, 711/113, 711/112, 711/118, 379/219, 379/266.07, 379/10.03, 707/103, 707/530
• US Class Current: 717/115
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention

Abstract

An intelligent information router system comprising a telephony controller coupled to a private branch exchange through a link interface. The telephony controller may communicate with a handle manager and a script interpreter engine. The telephony controller may receive information from the link interface regarding telephone calls being placed to the private branch exchange. The telephony controller may initiate actions with the script interpreter engine that access information stored in a database through a database controller. In response to action of the script interpreter engine, the telephony controller may instruct the private branch exchange to route the call to an appropriate location within a company depending on the information received by the private branch exchange through automatic transmission of data or interaction with the calling party.

Claims

1. A method of storing scripts, comprising the steps of:

creating or retrieving a script hadndle for a script;

associating a reference count with the script handle;

adjusting the references count to indicate a status of the script; and

automatically deleting the script from a script storage when a predefined reference count is reached.

2. The method of claim 1, further comprising the steps of:

incrementing the reference count upon creation of the script handle;

incrementing the reference count for each activation of the script;

decrementing the reference count for each deactivation of the script; and

decrementing the reference count when the script becomes outdated.

3. The method of claim 1, further comprising the steps of:

incrementing the reference count by one upon creation of the script handle;

incrementing the reference count by one for each activation of the script;

decrementing the reference count by one for each deactivation of the script;

decrementing the reference count by one when the script becomes outdated; and

deleting the script when the reference count is zero.

4. A method of executing a script, comprising the steps of:

binding a function to the script;

placing parameters of the function onto a hardware stack;

calling the function without any of the parameters; and

executing the function on the parameters of the stack.

5. The method of claim 4, further comprising the steps of:

marking a position of the hardware stack after placing the parameters on the hardware stack; and

clearing the stack to the marked position.