System and methods for improving interaction routing performance

• US 9,854,006 B2
• Filed: 09/04/2014
• Issued: 12/26/2017
• Est. Priority Date: 12/22/2005
• 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, Sayko, Vyacheslav, Teryoshin, Vitaliy
• Primary Examiner(s): RENNER, BRANDON M
• Application Number:
  US14/477,792
• Publication Number:
  US 20140379936A1
• Time in Patent Office: 1,209 Days
• Field of Search: None
• CPC Class Codes: H04L 45/34 Source routing
• CPC Class Codes: H04L 65/1043 Gateway controllers, e.g. media gateway control protocol [MGCP] controllers
• CPC Class Codes: H04L 65/1096 Supplementary features, e.g. call forwarding or call holding systems providing special services or facilities to telephony subscribers H04M3/42

Abstract

An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.

Claims

1. An interaction router, comprising:

a processor; and

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

receive a request for routing an interaction via a first interface for receiving information from an interaction switching element, the information regarding the interaction at the switching element;

execute a routing strategy in response to the request, the routing strategy including a link to a server coupled to the interaction router over a second interface coupled to a data communication network, wherein executing the routing strategy comprises executing the link;

in response to executing the link, transmit a request to the server over the data communication network, the request instructing the server to execute a business process associated with the link, wherein the business process includes tasks for manipulating at least one of customer data and business data, and wherein in executing the business process, the server is configured to dynamically generate one or more executable routing instructions;

receive the executable routing instructions from the server over the data communication network; and

execute the executable routing instructions as part of the routing strategy for routing the interaction to a routing destination.

2. The interaction router of claim 1 wherein the data communication network is a wide area network (WAN), and the link is a universal resource locator (URL).

3. The interaction router of claim 2 wherein the URL points to one of different portions of business logic at the server.

4. The interaction router of claim 1, wherein the business process is defined via a first programming language different from a language defining the executable instructions.

5. The interaction router of claim 1, wherein the business process relates to a current call campaign for a customer contact center.

6. The interaction router of claim 1, wherein the request to the server is transmitted through an internet protocol.

7. The interaction router of claim 1, wherein the server comprises a Web-based application server.

8. The interaction router of claim 4, wherein the first programming language is an application programming language.

9. The interaction router of claim 8, wherein the first programming language is selected from the group consisting of C, C++, C# and Java.

10. A method for routing an interaction received at an interaction switching element comprising:

receiving, by a processor, a request for routing the interaction;

executing, by the processor, a routing strategy in response to the request, the routing strategy including a link to a server coupled to the processor over a data communication network, wherein executing the routing strategy comprises executing the link;

in response to executing the link, transmitting, by the processor, a request to the server over the data communication network, the request instructing the server to execute a business process associated with the link, wherein the business process includes tasks for manipulating at least one of customer data and business data, and wherein in executing the business process, the server is configured to dynamically generate one or more executable routing instructions;

receiving, by the processor, the executable routing instructions from the server over the data communication network; and

executing, by the processor, the executable routing instructions as part of the routing strategy for routing the interaction to a routing destination.

11. The method of claim 10 wherein the data communication network is a wide area network (WAN), and the link is a universal resource locator (URL).

12. The method of claim 11, wherein the URL points to one of different portions of business logic at the server.

13. The method of claim 10, wherein the business process is defined via a first programming language different from a language defining the executable instructions.

14. The method of claim 10 executed according to interactive voice response result.

15. The method of claim 10, wherein the server comprises a Web-based application server.

16. The method of claim 13, wherein the first programming language is an application programming language.

17. An interaction router, comprising:

a processor; and

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

receive a request for routing an interaction via a first interface for receiving information from an interaction switching element, the information regarding the interaction at the switching element;

execute a routing strategy in response to the request, the routing strategy including a link to a server coupled to the interaction router over a second interface coupled to a data communication network, wherein executing the routing strategy comprises executing the link;

in response to executing the link, transmit a request to the server over the data communication network, the request instructing the server to execute a business process associated with the link, wherein the business process includes tasks for manipulating at least one of customer data and business data, and wherein in executing the business process, the server is configured to dynamically generate one or more executable routing instructions;

receive the executable routing instructions from the server over the data communication network; and

execute the executable routing instructions as part of the routing strategy for routing the interaction to a routing destination,

wherein the interaction router is configured to process pure routing logic and the server is configured to process business oriented logic.