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

• US 10,250,750 B2
• Filed: 02/08/2018
• Issued: 04/02/2019
• Est. Priority Date: 12/19/2008
• 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, Petrovykh, Yevgeniy, Scott, Mark
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US15/892,364
• Publication Number:
  US 20180167509A1
• Time in Patent Office: 418 Days
• Field of Search: 709223, 709226, 379219, 37922001, 37922101, 37922105, 37922106, 37922107, 37926501, 37926601
• 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;

a 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 request for rule execution;

identify, in response to the request, a set of facts associated with the communication event and with contact center state;

identify a rule based on the set of facts;

execute the identified rule based on the set of facts, the identified rule including a condition for updating the contact center state;

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

transmit, in response to the condition being satisfied, a signal for updating the contact center state; and

an electronic switch coupled to the processor, the electronic switch configured to distribute the communication event according to the updated contact center state.

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 1, wherein the set of facts include contact center statistics and resource allocation configuration.

4. 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.

5. 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.

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

7. The system of claim 1, wherein the signal for updating the contact center state includes a signal for updating parameters of an interaction object generated for the communication event.

8. The system of claim 7, wherein one of the parameters reflects priority of the communication event.

9. The system of claim 1, wherein the signal for updating the contact center state includes a signal for updating resource allocations of the contact center.

10. The system of claim 1, wherein the signal for updating the contact center state includes a signal for escalating the communication event to a live agent.

11. 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 request for rule execution;

identifying, by the processor, in response to the request, a set of facts associated with the communication event and with contact center state;

identifying, by the processor, a rule based on the set of facts;

executing, by the processor, the identified rule based on the set of facts, the identified rule including a condition for updating the contact center state;

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

transmitting, by the processor, in response to the condition being satisfied, a signal for updating the contact center state; and

distributing, by an electronic switch coupled to the processor, the communication event according to the updated contact center state.

12. The method of claim 11, 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.

13. The method of claim 11, wherein the set of facts include contact center statistics and resource allocation configuration.

14. The method of claim 11, 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 11, 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 11, wherein the condition includes an importance of the communication event exceeding a threshold value.

17. The method of claim 11, wherein the signal for updating the contact center state includes a signal for updating parameters of an interaction object generated for the communication event.

18. The method of claim 17, wherein one of the parameters reflects priority of the communication event.

19. The method of claim 11, wherein the signal for updating the contact center state includes a signal for updating resource allocations of the contact center.

20. The method of claim 11, wherein the signal for updating the contact center state includes a signal for escalating the communication event to a live agent.