System and methods for improving interaction routing performance

• US 9,008,075 B2
• Filed: 12/22/2008
• Issued: 04/14/2015
• Est. Priority Date: 12/22/2005
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Anisimov, Nikolay, Sayko, Vyacheslav, Teryoshin, Vitaliy
• Primary Examiner(s): RENNER, BRANDON M
• Application Number:
  US12/340,937
• Publication Number:
  US 20100157979A1
• Time in Patent Office: 2,304 Days
• Field of Search: 370352-356
• US Class Current: 370/352
• CPC Class Codes: H04L 45/34 Source routing
• CPC Class Codes: H04L 65/1043 Gateway controllers, e.g. media gateway control protocol [MGCP] controllers
• CPC Class Codes: H04L 65/1096 Supplementary features, e.g. call forwarding or call holding systems providing special services or facilities to telephony subscribers H04M3/42

Abstract

An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.

Claims

1. An interaction router, comprising:

a first interface for receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed;

second interface coupled to a wide area network (WAN); and

a machine-readable medium storing instructions configured to be executed by a processor, the instructions including;

receiving via the first interface a request for routing the interaction;

executing a routing strategy in response to the request, the routing strategy including a link to a business process hosted by a remote server coupled to the interaction router over the wide area network;

transmitting, in response to the link in the routing strategy, a request to the remote server over the second interface for executing the business process associated with the link, wherein in executing the business process, the remote server is configured to perform a lookup of one or more business rules from a first database and retrieve data from a second database, and process the retrieved data against the one or more business rules for dynamically generating one or more executable routing instructions;

receiving the executable routing instructions from the remote server over the wide area network; and

executing the executable instructions as part of the routing strategy for routing the interaction to a routing destination.

2. The interaction router of claim 1 wherein the link is a universal resource locator (URL).

3. The interaction router of claim 1 wherein the URL points to one of different portions of business logic at the remote server.

4. The interaction router of claim 1 wherein the executable routing instructions are expressed in an extensible markup language (XML).

5. The interaction router of claim 4 wherein the instructions for executing the executable instructions further include instructions for parsing the XML instructions.

6. The router of claim 1, wherein the business process is defined via a first programming language different from a language defining the executable instructions.

7. The router of claim 6, wherein the executable instructions are expressed in an extensible markup language.

8. The router of claim 1, wherein the routing instructions are generated dynamically in response to the processing of the data against the one or more business rules.

9. The router of claim 1, wherein the business process relates to a current call campaign for a customer contact center.

10. The router of claim 1, wherein the request to the remote server is transmitted through an internet protocol.

11. The router of claim 1, wherein the remote server comprises a Web-based application server.

12. The router of claim 1, wherein the data comprises at least one of business data, customer data, or payment information.

13. The router of claim 1, wherein the business process includes tasks for manipulating at least one of customer data or business data.

14. A method for routing an interaction received at an interaction switching element comprising:

receiving by a routing device a request for routing the interaction;

executing by the routing device a routing strategy in response to the request, the routing strategy including a link to a business process hosted by a remote server coupled to the routing device over a wide area network;

transmitting by the routing device, in response to the link in the routing strategy, a request to the remote server for executing the business process associated with the link, wherein in executing the business process, the remote server is configured to perform a lookup of one or more business rules from a first database and retrieve data from a second database, and process the retrieved data against the one or more business rules for dynamically generating one or more executable routing instructions;

receiving by the routing device the executable routing instructions from the remote server over the wide area network; and

executing by the routing device the executable instructions as part of the routing strategy for routing the interaction to a routing destination.

15. The method of claim 14 wherein the wide area network is the Internet network.

16. The method of claim 14 executed according to interactive voice response result.

17. The method of claim 14, wherein the business process is defined via a first programming language different from a language defining the executable instructions.

18. The method of claim 17, wherein the executable instructions are expressed in an extensible markup language.