Dynamic call control

• US 9,866,698 B2
• Filed: 03/31/2016
• Issued: 01/09/2018
• Est. Priority Date: 09/27/2013
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Fernandez, Alberto, Snitkovsky, Vadim
• Primary Examiner(s): BEZUAYEHU, SOLOMON G
• Application Number:
  US15/088,076
• Publication Number:
  US 20160219152A1
• Time in Patent Office: 649 Days
• Field of Search: 379 8801- 8819, 379 2601-265145
• CPC Class Codes: H04L 41/5019 Ensuring fulfilment of SLA
• CPC Class Codes: H04L 67/1012 based on compliance of requirements or conditions with available server resources
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/367 Traffic or load control
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention

Abstract

A request to establish a voice communications session between a user of a telephonic device and an interactive voice response (IVR) system of a call handling system is received by a dynamic call control engine. A resource requirement for the voice communications session is determined. Resource usage data for multiple call handling systems is accessed by the dynamic call control engine. A particular call handling system from among the multiple call handling systems is selected based on the resource usage data and the resource requirement. A connection to be set up between the telephonic device and the particular call handling system to allow the user of the telephonic device to participate in the voice communications session with an IVR system of the particular call handling system is enabled.

Claims

1. A method comprising:

receiving, by a processor, a request to establish a voice communications session between a user of a telephonic device and one of a plurality of interactive voice response (IVR) systems, each of the IVR systems corresponding to one of a plurality of call handling systems;

determining, by the processor, a resource requirement for the voice communications session;

accessing, by the processor, resource usage data for the plurality of call handling systems;

selecting, by the processor, a particular call handling system from among the call handling systems based on the resource usage data and the resource requirement;

selecting, by the processor, an interaction flow document associated with the voice communications session using metadata indicating the resource requirement;

enabling, by the processor, a connection to be set up between the telephonic device and the particular call handling system to allow the user of the telephonic device to participate in the voice communications session with a particular IVR system corresponding to the particular call handling system; and

accessing, by the particular IVR system corresponding to the particular call handling system, a resource associated with the resource requirement.

2. The method of claim 1, further comprising:

accessing a service level agreement associated with the voice communications session; and

determining an additional resource requirement for the voice communications session based on the service level agreement.

3. The method of claim 1, further comprising:

allocating, by the processor, the resource requirement for the voice communications session;

setting up the connection between the telephonic device and the particular call handling system, and

after setting up the connection between the telephonic device and the particular call handling system, accessing, by the IVR system of the particular call handling system, the resource requirement.

4. The method of claim 3, wherein allocating the resource requirement for the voice communications session comprises adding metadata indicating the resource requirement to an interaction flow document associated with the voice communications session.

5. The method of claim 1, wherein the plurality of call handling systems are associated with a first data center.

6. The method of claim 5, further comprising:

determining that the resource usage data of the multiple call handling systems do not satisfy the resource requirement for the voice communications session; and

in response to determining that the resource usage data of the multiple call handling systems do not satisfy the resource requirement, forwarding the request to a second data center.

7. The method of claim 6, wherein forwarding the request to the second data center further comprises:

determining that a call handling system of the second data center satisfies the resource requirement before forwarding the request.

8. The method of claim 1, wherein the resource requirement comprises one or more of a CPU usage, a memory usage, an average handle time, one or more speech resources, a throughput, a network congestion, and a concurrency.

9. The method of claim 8, wherein the one or more speech resources comprise one or more of an automated speech recognition (ASR) engine, a text to speech (TTS) engine, a noise reduction engine, a voice recording engine, and an answering machine detection engine.

10. The method of claim 1, further comprising:

monitoring, by a resource monitoring system, the resource usage data; and

storing the resource usage data in a resource usage database.

11. The method of claim 10, wherein monitoring the resource usage data comprises monitoring the resource usage data for the call handling systems associated with a data center.

12. The method of claim 10, wherein monitoring the resource usage data comprises monitoring the resource usage data for the call handling systems associated with multiple data centers.

13. The method of claim 1, wherein the particular call handling system includes multiple IVR systems, and

wherein selecting the particular call handling system further comprises selecting an IVR system of the multiple IVR systems.

14. The method of claim 1, wherein selecting a particular call handling system from among the multiple call handling systems further comprises:

for each respective call handling system of the multiple call handling systems, determining a respective score for the respective call handling system based on the resource usage data associated with the respective call handling system; and

selecting the particular call handling system based on the determined scores for the multiple call handling systems.

15. A system comprising:

one or more call handling systems, each of the call handling systems comprising one or more interactive voice response (IVR) systems;

a processor;

memory having instructions stored thereon that, when executed by the processor, cause the processor to;

receive a request to establish a voice communications session between a user of a telephonic device and one of a plurality of interactive voice response (IVR) systems, each of the IVR systems corresponding to one of a plurality of call handling systems;

determine a resource requirement for the voice communications session;

access resource usage data for the plurality of call handling systems;

select a particular call handling system from among the call handling systems based on the resource usage data and the resource requirement;

select an interaction flow document associated with the voice communications session using metadata indicating the resource requirement;

enable a connection to be set up between the telephonic device and the particular call handling system to allow the user of the telephonic device to participate in the voice communications session with a particular IVR system corresponding to the particular call handling system; and

access, by the particular IVR system corresponding to the particular call handling system, a resource associated with the resource requirement.

16. The system of claim 15, further comprising a resource monitoring system configured to monitor the resource usage data;

and a resource usage database configured to store the resource usage data.

17. The system of claim 15, wherein the memory further stores instructions that, when executed by the processor, cause the processor to:

access a service level agreement associated with the voice communications session; and

determine an additional resource requirement for the voice communications session based on the service level agreement.

18. The system of claim 15, wherein the memory further stores instructions that, when executed by the processor, cause the processor to allocate the resource requirement for the voice communications session and to set up the connection between the telephonic device and the particular call handling system, and

wherein the particular IVR system is configured to access the resource requirement after the connection between the telephonic device and the particular call handling system is set up.

19. The system of claim 15, wherein the plurality of call handling systems are associated with a first data center.

20. The system of claim 19, wherein the memory further stores instructions that, when executed by the processor, cause the processor to:

determine that the resource usage data of the multiple call handling systems do not satisfy the resource requirement for the voice communications session; and

in response to determining that the resource usage data of the multiple call handling systems do not satisfy the resource requirement, forward the request to a second data center.