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Method and system for integrating an interaction management system with a business rules management system

  • US 9,924,038 B2
  • Filed: 01/03/2017
  • Issued: 03/20/2018
  • Est. Priority Date: 12/19/2008
  • Status: Active Grant
First Claim
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1. A system for processing communication events for a contact center, the system comprising:

  • a processor;

    memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to;

    receive, during execution of a routing strategy for routing a communication event, a set of facts associated with the communication event;

    execute a rule associated with the set of facts, the rule including a condition for performing an action;

    determine, in response to executing the rule, that the condition is satisfied; and

    implement, in response to the condition being satisfied, the action, wherein the action includes updating the routing strategy for the routing of the communication event; and

    an electronic switch coupled to the processor, the electronic switch configured to distribute the communication event according to the updated routing strategy.

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