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

• US 9,553,755 B2
• Filed: 03/10/2011
• Issued: 01/24/2017
• 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, Makagon, Petr, Ristock, Herbert Willi Artur, Anderson, David, Leonard, Colin Michael, Zhang, Yi, Teryoshin, Vitaliy
• Primary Examiner(s): GAY, SONIA L
• Application Number:
  US13/045,220
• Publication Number:
  US 20110182418A1
• Time in Patent Office: 2,147 Days
• Field of Search: 379/265.01, 717/106, 717/114, 717/115, 717/136, 717/137
• US Class Current: 1/1
• 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 supplementing an interaction processing routine comprising:

identifying, by a processor, an attribute associated with an interaction;

executing, by the processor, the interaction processing routine for routing the interaction, the interaction processing routine including an embedded tag;

executing, by the processor, the embedded tag in the interaction processing routine;

invoking, by the processor, a rule in response to executing the embedded tag, wherein the rule is selected based on the identified attribute;

assembling, by the processor, a routing script based on the invoked rule; and

executing, by the processor, the routing script for controlling the routing of the interaction during the interaction processing routine, wherein the routing script is executed concurrently with the interaction processing routine.

2. The method of claim 1, wherein the interaction processing routine and the routing script are executed concurrently in run-time.

3. The method of claim 2, wherein the interaction processing routine adheres to a first programming language that is different from a second programming language of the routing script.

4. The method of claim 1, wherein the assembling operation comprises selecting an existing routing script according to the rule and the identified attribute.

5. The method of claim 1, wherein the assembling operation comprises dynamically assembling the routing script from primitive constructs according to the rule and an attribute associated with the interaction.

6. The method of claim 1, wherein the rule comprises a plurality of sub-rules.

7. The method of claim 1, wherein the attribute comprises a condition, timeout data, and forced routing data.

8. The method of claim 1, wherein the executing of the routing script includes executing the routing script as assembled without routing language conversion.

9. The method of claim 1 further comprising:

transforming, by the processor, the routing script from a first programming language to a second programming language to generate a transformed routing script; and

outputting, by the processor, the transformed routing script for execution.

17. The method of claim 1 further comprising:

receiving, by the processor, an output in response to executing the routing script; and

invoking, by the processor, a second routing script in response to the output, wherein the second routing script is executed concurrently with the executing of the interaction processing routine.

10. A system comprising:

a processor; and

a non-transitory memory, wherein the memory has stored thereon instructions that, when executed by the processor, causes the processor to;

receive information corresponding to an interaction;

execute a first routing script for routing the interaction, the first routing script including an embedded tag;

execute the embedded tag in the first routing script;

invoke a rule in response to executing the embedded tag, wherein the rule is selected based on the information corresponding to the interaction;

assemble a second routing script based on the invoked rule; and

execute the second routing script for controlling the routing of the interaction, wherein the second routing script is executed concurrently with the first routing script.

11. The system of claim 10, wherein the first routing script adheres to a first programming language and the second routing script adheres to a second programming language different from the first programming language.

12. The system of claim 11,

wherein the second programming language comprises an extensible markup language (XML), and

wherein the first programming language comprises at least one of voice extensible markup language (VXML), call control extensible markup language (CCXML), or interaction routing language (IRL).

13. The system of claim 12, wherein the second programming language comprises XStrategy extensible markup language constructs.

14. The system of claim 11, wherein the second routing script enables routing routines that are unavailable in the first programming language.

15. The system of claim 10, wherein the instructions further cause the processor to:

transform the second routing script from the second programming language to the first programming language; and

output the transformed routing script for execution.

16. The system of claim 10, wherein the instructions further cause the processor to:

receive an output in response to executing the second routing script; and

invoke a third routing script in response to the output, wherein the third routing script is executed concurrently with the executing of the interaction processing routine.