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

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Anisimov, Nikolay, Petrovykh, Yevgeniy, Scott, Mark
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US15/397,661
• Publication Number:
  US 20170118343A1
• Time in Patent Office: 441 Days
• Field of Search: None
• CPC Class Codes: G06Q 10/067 Enterprise or organisation modelling
• CPC Class Codes: H04M 2201/16 Sequence circuits
• 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 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.

Claims

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.

2. The system of claim 1, wherein the communication event is selected from a group consisting of a telephony call, email message, short message service (SMS) message, instant message, Web interaction, chat request voice browser session, multimedia message and service (MMS) message.

3. The system of claim 2, wherein the telephony call is a voice-over-IP call.

4. The system of claim 1, wherein the set of facts include a priority ranking indicative of priority of the communication event.

5. The system of claim 1, wherein the set of facts includes at least one of navigation data, customer segment, payment history, and customer loyalty rating associated with the communication event.

6. The system of claim 1, wherein the condition includes a wait time for a resource of the contact center being less than a threshold value.

7. The system of claim 1, wherein the condition includes an importance of the communication event exceeding a threshold value.

8. The system of claim 1, wherein the update to the routing strategy includes changing a priority ranking of the communication event.

9. The system of claim 1, wherein the rule is a business rule.

10. A method for processing communication events for a contact center, the method comprising:

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

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

determining, by the processor, in response to executing the rule, that the condition is satisfied; and

implementing, by the processor, 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

distributing, by an electronic switch coupled to the processor, the communication event according to the updated routing strategy.

11. The method of claim 10, wherein the communication event is selected from a group consisting of a telephony call, email message, short message service (SMS) message, instant message, Web interaction, chat request, voice browser session, multimedia message and service (MMS) message.

12. The method of claim 11, wherein the telephony call is a voice-over-IP call.

13. The method of claim 10, wherein the set of facts include a priority ranking indicative of priority of the communication event.

14. The method of claim 10, wherein the set of facts includes at least one of navigation data, customer segment, payment history, and customer loyalty rating associated with the communication event.

15. The method of claim 10, wherein the condition includes a wait time for a resource of the contact center being less than a threshold value.

16. The method of claim 10, wherein the condition includes an importance of the communication event exceeding a threshold value.

17. The method of claim 10, wherein the update to the routing strategy includes changing a priority ranking of the communication event.

18. The method of claim 10, wherein the rule is a business rule.