Using business rules for determining presence

• US 9,398,152 B2
• Filed: 02/25/2004
• Issued: 07/19/2016
• Est. Priority Date: 02/25/2004
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Christensen, Tore L.
• Primary Examiner(s): Nguyen, Phuoc
• Assistant Examiner(s): Belani, Kishin G
• Application Number:
  US10/787,922
• Publication Number:
  US 20050187781A1
• Time in Patent Office: 4,528 Days
• Field of Search: 709/207
• US Class Current: 1/1
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

The present invention provides various contact center embodiments for interacting with customers using instant messaging. In one embodiment, the contact center is configured to receive instant message notifications from a customer when the customer is available for contact by instant messaging. In another embodiment, the contact center is configured to route sessionless instant messages only to a selected agent for a specified period of time. In another embodiment, the contact center is configured to provide to customers presence information for administered instant message addresses before the customers contact the contact center. In another embodiment, the contact center is configured to perform an outbound instant messaging campaign or alert with customers.

Claims

1. A method for interacting with a customer in an interaction center, comprising:

maintaining, by a gateway, a list of blocked instant message handles of different customers such that, when a blocked instant message handle is received as part of an instant message by the gateway, the instant message is dropped by the gateway without being routed to an interaction center resource;

receiving, by the gateway, an instant message notification from an instant messaging service associated with a customer that the customer is available to receive instant messages at a customer communication device before the customer attempts contacting the interaction center;

in response to the instant message notification, forwarding, by the gateway, to the customer communication device an instant message containing an invitation to the customer to interact with the interaction center before the customer attempts contacting the interaction center; and

providing, by a server, selected presence information to the customer communication device, wherein the selected presence information is determined by applying business rules that require different presence information to be provided to a selected customer for different interaction center states.

2. An interaction center, comprising:

a gateway, and an interaction server comprising memory and a processor, where instructions are stored in the memory that, when executed by the processor, enable the interaction center to;

maintain a list of blocked instant message handles of different customers such that, when a blocked instant message handle is received as part of an instant message by the gateway, the instant message is dropped by the interaction center without being routed to an interaction center resource;

receive, an instant message notification from an instant messaging service associated with a customer that the customer is available to receive instant messages at a customer communication device; and

in response to receiving the instant message notification, forward to the customer communication device an instant message containing an invitation to the customer to interact with the interaction center, wherein the instant message containing the invitation comprises presence information associated with an interaction center agent that is different from actual presence information for the agent, wherein the difference between presence information provided in the instant message and the actual presence information for the agent is based on at least one of an agent skill and a customer value, and wherein the invitation is sent in the absence of an attempt by the customer to contact the interaction center using an instant message.

3. A method, comprising:

maintaining, by an interaction center gateway, a list of blocked instant message handles of different customers such that, when a blocked instant message handle is received as part of an instant message by the gateway, the instant message is dropped by the interaction center without being routed to an interaction center resource;

receiving, by the gateway, an instant message comprising an instant message handle;

determining whether the instant message is on the list of blocked instant message handles; and

when the instant message is on the list of blocked instant message handles, not servicing the instant message by an interaction center resource.

4. The method of claim 3, further comprising:

when the instant message is not on the list of blocked instant message handles, forwarding, by the gateway, to the customer communication device an instant message comprising selected presence information, wherein the selected presence information is determined by applying business rules that require different presence information to be provided to a selected customer for different interaction center states.

5. The method of claim 4, further comprising:

initiating, for an instant message handle of the customer, a workflow for the instant message notification to determine an interaction center resource to perform the forwarding step, wherein, according to the business rules and for a first interaction center state, a higher value customer requiring a first skill receives different presence information than a lower value customer also requiring the first skill.

6. The method of claim 4, wherein the interaction center administers a plurality of instant message handles, wherein the interaction center has a first interaction center state, the first interaction center state including at least one of interaction center staffing level for a skill, interaction center staffing level for a queue, a queue length, a queue population, an actual wait time for service, and an estimated wait time for service, and further comprising:

applying, by a workflow server, the business rules to the first interaction center state to determine pertinent presence information to be provided for each administered instant message handle;

for each administered instant message handle, selecting, by the workflow server, from among a plurality of different predetermined presence information messages, wherein at least two of the administered instant message handles have different corresponding presence information messages for the first interaction center state.

7. The method of claim 4, wherein the business rules are based on at least one of the following attributes:

customer value, skill requested, contact history, customer entitlement, customer language, and customer preference.