Adaptive communication application programming interface
First Claim
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1. A system comprising:
- a communication server configured toprovide a media-agnostic interface to a plurality of communication channels, wherein each communication channel of the plurality of communication channels is of a unique media type,provide a connection between a selected communication channel and a selected client of a plurality of clients, andreceive a request for connection to a requested agent associated with a client of the plurality of clients, wherein the requested agent is authorized to communicate using a media type of a communication channel corresponding to the request;
a queuing system configured toqueue the request in one of a plurality of queues, whereineach queue of the plurality of queues is correlated to a media type, andthe request is queued in a queue corresponding to the media type of the communication channel corresponding to the request; and
a business service, coupled to the communication server and the queuing system, and configured toprovide communication between the queuing system and the communication server by converting information received from the queuing system into a format usable by the communication server,retrieve one or more rules from a data table, andupload the one or more rules to the queuing system, whereinthe one or more rules are one or more of route rules and escalation rules.
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Abstract
An apparatus and method for maintaining data for multi-channel communication queuing associated with different media formats such as telephone, email, and fax. A list of agent data includes information related to types of communication media an agent can access. The data can further include information related to an agent'"'"'s skills, a list of media routes, statistics for communication channels of specified media types, statistics for an agent, and journals for work items. Priority values for the media routes, the maximum number of queued items for the media routes, and times for escalating a work item can also be included.
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Citations
18 Claims
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1. A system comprising:
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a communication server configured to provide a media-agnostic interface to a plurality of communication channels, wherein each communication channel of the plurality of communication channels is of a unique media type, provide a connection between a selected communication channel and a selected client of a plurality of clients, and receive a request for connection to a requested agent associated with a client of the plurality of clients, wherein the requested agent is authorized to communicate using a media type of a communication channel corresponding to the request; a queuing system configured to queue the request in one of a plurality of queues, wherein each queue of the plurality of queues is correlated to a media type, and the request is queued in a queue corresponding to the media type of the communication channel corresponding to the request; and a business service, coupled to the communication server and the queuing system, and configured to provide communication between the queuing system and the communication server by converting information received from the queuing system into a format usable by the communication server, retrieve one or more rules from a data table, and upload the one or more rules to the queuing system, wherein the one or more rules are one or more of route rules and escalation rules. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system comprising:
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a communication server configured to provide a media-agnostic interface to a plurality of communication channels, wherein each communication channel of the plurality of communication channels is of a unique media type, provide a connection between a selected communication channel and a selected client of a plurality of clients, and receive a request for connection to a requested agent associated with a client of the plurality of clients, wherein the requested agent is authorized to communicate using a media type of a communication channel corresponding to the request; a queuing system configured to queue the request in one of a plurality of queues, wherein each queue of the plurality of queues is correlated to a media type, and the request is queued in a queue corresponding to the media type of the communication channel corresponding to the request, assign a queued first request to a first agent, wherein the first agent is authorized to respond to requests associated with the media type of the communication channel of the queued first request, transmit a first message to the communication server to connect the queued first request to a first client of the plurality of clients, wherein the first client is associated with the first agent, remove the queued first request from an associated queue, and update a state corresponding to the first agent and the queued first request reflecting an acceptance communication that the queued first request is accepted, in response to the acceptance communication; and a business service, coupled to the communication server and the queuing system, and configured to provide communication between the queuing system and the communication server by converting information received from the queuing system into a format usable by the communication server, and provide the acceptance communication to the queuing system from the first client associated with the first agent. - View Dependent Claims (11)
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12. A method comprising:
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converting information received from a queuing system into a format usable by a communication server; providing communication between the queuing system and the communication server by transmitting the converted information to the communication server, wherein the communication server provides a media-agnostic interface to a plurality of communication channels each associated with a unique media type, the communication server receives a request for connection to an agent of a plurality of agents, wherein the agent is authorized to communicate using a media type of a communication channel corresponding to the request, and the queuing system queues the request in one of a plurality of queues, wherein each queue of the plurality of queues is correlated to a media type, and the request is queued in a queue corresponding to the media type of the communication channel corresponding to the request; retrieving one or more rules from a data table; and uploading the one or more rules to the queuing system, wherein the one or more rules are one or more of route rules and escalation rules. - View Dependent Claims (13, 14, 15, 16, 17, 18)
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Specification