Method for implementing and executing communication center routing strategies represented in extensible markup language

US9553755B2 · kind B2 · utility

Assignee

• Genesys Telecommunications Laboratories, Inc. · US

Inventors

• Nikolay Anisimov · Concord, US
• Petr Makagon · San Francisco, US
• Herbert Willi Artur Ristock · Walnut Creek, US
• David M. Anderson · Temecula, US
• Colin Leonard · Raleigh, US
• Yi Zhang · Sammamish, US
• Vitaliy Teryoshin · Daly City, US

Key dates

• Filing date: Mar 10, 2011
• Grant date: Jan 24, 2017
• Expiry date: Jan 25, 2032

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04Q2213/13389
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A method is provided for supplementing existing interaction routines in a contact center with added capability including acts for (a) creating at least one rule having at least one rule attribute; (b) creating one or more processes, the processes integral to the rule; (c) defining the at least one rule and integral processes as a strategy; and (d) linking the strategy to the interaction routine, the link serving to cause execution of the strategy during an interaction between an entity and the routine, execution thereof promoting further interaction defined in the strategy.