Invention Grant
US09553755B2 Method for implementing and executing communication center routing strategies represented in extensible markup language
有权
用于实现和执行以可扩展标记语言表示的通信中心路由策略的方法
- Patent Title: Method for implementing and executing communication center routing strategies represented in extensible markup language
- Patent Title (中): 用于实现和执行以可扩展标记语言表示的通信中心路由策略的方法
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Application No.: US13045220Application Date: 2011-03-10
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Publication No.: US09553755B2Publication Date: 2017-01-24
- Inventor: Nikolay Anisimov , Petr Makagon , Herbert Willi Artur Ristock , David Anderson , Colin Michael Leonard , Yi Zhang , Vitaliy Teryoshin
- Applicant: Nikolay Anisimov , Petr Makagon , Herbert Willi Artur Ristock , David Anderson , Colin Michael Leonard , Yi Zhang , Vitaliy Teryoshin
- 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: Lewis Roca Rothgerber Christie LLP
- Main IPC: H04M3/51
- IPC: H04M3/51 ; H04M3/523 ; H04M3/42 ; H04L29/06 ; H04L12/64 ; H04M7/00 ; H04M7/12 ; H04Q3/64
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.
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