Invention Grant
- Patent Title: Method and system for enabling automated and real-time discovery of skills available to agents and systems in a multimedia communications network
- Patent Title (中): 实现多媒体通信网络中代理和系统可用技术的自动化和实时发现的方法和系统
-
Application No.: US10455971Application Date: 2003-06-05
-
Publication No.: US07792773B2Publication Date: 2010-09-07
- Inventor: Alan Wayne McCord , Colin Michael Leonard
- Applicant: Alan Wayne McCord , Colin Michael Leonard
- Applicant Address: US CA Daly City
- Assignee: Genesys Telecommunications Laboratories, Inc.
- Current Assignee: Genesys Telecommunications Laboratories, Inc.
- Current Assignee Address: US CA Daly City
- Agency: Central Coast Patent Agency, Inc.
- Main IPC: G06F17/00
- IPC: G06F17/00 ; G06N5/02
Abstract:
A system for routing an interaction request based on skill presence reporting has a routing application for determining best routing for the interaction request, a data store for storing and reporting skills data, and an object-oriented interface for presenting skills views including state information of those skills. The system is characterized in that it determines any skills requirements of the interaction request to be routed and discovers which skills of considered routing destinations are available at the time of routing, and routes the interaction according to the available skills discovered and matching the skills requirement, the available skills intrinsic to one or more than one routing destination selected to process the interaction.
Public/Granted literature
Information query
