Method for implementing and executing communication center routing strategies represented in extensible markup language

• US 7,907,598 B2
• Filed: 12/22/2005
• Issued: 03/15/2011
• Est. Priority Date: 02/17/1998
• Status: Expired due to Fees

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Anisimov, Nikolay, Leonard, Colin Michael, Teryoshin, Vitaliy, Anderson, David, Zhang, Yi, Makagon, Petr, Ristock, Herbert Willi Artur
• Primary Examiner(s): Matar; Ahmad F
• Assistant Examiner(s): Le; Karen L
• Application Number:
  US11/317,105
• Publication Number:
  US 20060209797A1
• Time in Patent Office: 1,909 Days
• Field of Search: 370/352, 370/401, 370/395, 370/396, 370/389, 379/93.09, 379/93.15
• US Class Current: 370/352
• CPC Class Codes: H04L 2012/6443 Network Node Interface, e.g. Routing, Path finding
• CPC Class Codes: H04L 65/104 in the network
• CPC Class Codes: H04L 65/1043 Gateway controllers, e.g. media gateway control protocol [MGCP] controllers
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/1106 Call signalling protocols; H.323 and related
• CPC Class Codes: H04L 9/40 Network security protocols
• 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 3/523 with call distribution or queueing
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04M 7/1255 where the switching fabric and the switching logic are decomposed such as in Media Gateway Control
• CPC Class Codes: H04Q 2213/13034 A/D conversion, code compression/expansion
• CPC Class Codes: H04Q 2213/1307 Call setup
• CPC Class Codes: H04Q 2213/13097 Numbering, addressing
• CPC Class Codes: H04Q 2213/13196 Connection circuit/link/trunk/junction, bridge, router, gateway
• CPC Class Codes: H04Q 2213/13204 Protocols
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/13389 LAN, internet
• CPC Class Codes: H04Q 3/64 Distributing or queueing

Abstract

A method is provided for supplementing existing interaction routines in a contact center with added capability including acts for (a) creating at least one rule having at least one rule attribute; (b) creating one or more processes, the processes integral to the rule; (c) defining the at least one rule and integral processes as a strategy; and (d) linking the strategy to the interaction routine, the link serving to cause execution of the strategy during an interaction between an entity and the routine, execution thereof promoting further interaction defined in the strategy.

Claims

1. A method for applying a common routing strategy to a first router employing a first routing language and to a second router employing a second routing language in a communication center, comprising the steps of:

(a) providing a generic server in the communication center, the server comprising a callable routine in an abstract language, the routine comprising a routing strategy needed by the first and by the second router at a point in processing where a common condition occurs;

(b) inserting a tag in the script of the first router and in the script of the second router at the point where the common condition is met; and

(c) upon encountering the tag by either the first or the second router in trying to route an event, invoking the callable routine by one or more attributes of the tag;

(d) translating the abstract language of the callable routine into the routing language of the calling router; and

(e) executing the translated routine by the calling router.

2. The method of claim 1, wherein in step (e), the callable routine comprises an interaction routing rule including the one or more of attributes of condition, timeout, and forced routing.

3. The method of claim 2, wherein the interaction routing rule may further include one or more sub rules, each having at least one attribute.

4. The method of claim 1, wherein in step (b), the tag is an XML tag that may be executed by machine interaction to call the callable routine.

5. The method of claim 1, wherein in act (d), the callable routine is one of a call control extensible markup language routine or a voice extensible markup language routine.

6. A system providing routing strategy to routers in a communication center, comprising:

a generic router comprising a callable routine in an abstract language, the routine providing a routing strategy;

a first router having a first script in a first routing language for routing interactions of a first media type, and a tag at a point in the script where the routing strategy is required; and

a second router having a second script in a second routing language for routing interactions of a second media type, and a tag at a point in the script where the routing strategy is required;

wherein the first and the second router, encountering the tag, calls the generic router for the callable routing, the generic router translates the callable routine into the language of the requesting router, sends the callable routine, and wherein the requesting router executes the callable routine to accomplish the strategy.

7. The system of claim 6, wherein the callable routine comprises an interaction routing rule including one or more of attributes of condition, timeout, and forced routing.

8. The system of claim 7, wherein the interaction routing rule may further include one or more sub rules, each having at least one attribute.

9. The system of claim 6 wherein the tag is an XML tag that may be executed by machine interaction to call the callable routine.

10. The system of claim 6, wherein the callable routine is one of a call control extensible markup language routine or a voice extensible markup language routine.