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

  • US 9,538,010 B2
  • Filed: 07/10/2015
  • Issued: 01/03/2017
  • 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 request for rule invocation;

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

    generate a model appropriate to the set of facts and the data;

    execute a rule associated with the model for determining whether an update should be performed with respect to allocation of the resources of the contact center;

    determine, in response to executing the rule, an update to the allocation of the resources; and

    transmit the update to an update management device for applying the update; and

    an electronic switch coupled to the processor, the electronic switch configured to distribute the communication event according to a routing parameter.

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