Patent application number | Description | Published |
20100158239 | Method and System for Integrating an Interaction Management System with a Business Rules Management System - In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event. | 06-24-2010 |
20100161540 | Method for Monitoring and Ranking Web Visitors and Soliciting Higher Ranked Visitors to Engage in Live Assistance - A ranking system ranks visitors to a Web site using one or more instances of machine-readable code executable from a digital medium accessible to a Web server. The code tracks visitor behavior while browsing the web site, and a visitor ranking module resident on the digital medium accepts information documented by the one or more instances of machine readable code and assigns rank values to one or more of the visitors. The ranking module ranks visitors at the Web-site based on logic and rules for interpreting visitor behavior and for applies a value to the visitor in real time based on that interpretation, and values applied at or above a preprogrammed level trigger solicitation of the visitor so ranked to engage in interaction including live assistance. | 06-24-2010 |
20100162101 | Method for Dynamically Converting Voice XML Scripts into other Compatible Markup Language Scripts Based on Required Modality - In a contact center, a routing interface for enabling redirection of interactions from one scripted resource type to another includes a language transformation engine executable from a browser application resident on a digital medium installed on or accessible to a computing appliance, and an interactive panel accessible through the browser application the panel containing selectable modality options. The language transformation engine has network access to a language server, and a routing strategy server, and wherein VXML scripts downloaded to the browser are transformed into scripts expressed in another markup language for presentation and wherein the transformed scripts are used at an end resource that the interaction is redirected to. | 06-24-2010 |
20100317376 | System and Methods for Integrating Short Message Service Messaging with Contact Center Applications - A system for routing short message service (SMS) messages to endpoints in a contact center includes a first node for receiving SMS message streams from multiple sources operating variant protocols and for multiplexing the multiple streams into a single message stream following a universal protocol, a media gateway server connected to the first node for receiving the single message stream and for forwarding individual ones of the messages therein to individual ones of a plurality of connected servers, and a router connected to at least one of the connected servers for routing individual messages represented therein to individual ones of a plurality of network-supported endpoint devices. | 12-16-2010 |
20110010173 | System for Analyzing Interactions and Reporting Analytic Results to Human-Operated and System Interfaces in Real Time - A computerized system for advising one communicant in electronic communication between two or more communicants has apparatus monitoring and recording interaction between the communicants, software executing from a machine-readable medium and providing analytics, the software functions including rendering speech into text, and analyzing the rendered text for topics, performing communicant verification, and detecting changes in communicant emotion. Advice is offered to the one communicant during the interaction, based on results of the analytics. | 01-13-2011 |
20110185293 | Interaction Management System and Methods of Use - A communication transaction management system has a computerized appliance executing software from a digital medium for a particular enterprise, a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents, and a monitoring function for determining behavior of the persons associated with individual transactions on hold relative to an interactive presentation. Individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function. | 07-28-2011 |
20120270580 | System and Methods for Integrating Short Message Service Messaging with Contact Center Applications - A system for routing short message service (SMS) messages to endpoints in a contact center includes a first node for receiving SMS message streams from multiple sources operating variant protocols and for multiplexing the multiple streams into a single message stream following a universal protocol, a media gateway server connected to the first node for receiving the single message stream and for forwarding individual ones of the messages therein to individual ones of a plurality of connected servers, and a router connected to at least one of the connected servers for routing individual messages represented therein to individual ones of a plurality of network-supported endpoint devices. | 10-25-2012 |
20130124641 | System for Interacting with a Web Visitor - A system for interacting with a person browsing a web site has an Internet-connected server and a connected data repository, and software executing on the server from a non-transitory physical medium. The software provides an identity function identifying the person, a selection function checking the data repository for stored information regarding the identified person, including any tracking rules associated with the identified person, and one or more tracking functions monitoring and recording behavior of the person browsing the web site. The one or more tracking functions follow the tracking rules, if any, associated with the identified person in monitoring and recording behavior of the browsing person. | 05-16-2013 |
20130246053 | SYSTEM FOR ANALYZING INTERACTIONS AND REPORTING ANALYTIC RESULTS TO HUMAN OPERATED AND SYSTEM INTERFACES IN REAL TIME - A computerized system for advising one communicant in electronic communication between two or more communicants has apparatus monitoring and recording interaction between the communicants, software executing from a machine-readable medium and providing analytics, the software functions including rendering speech into text, and analyzing the rendered text for topics, performing communicant verification, and detecting changes in communicant emotion. Advice is offered to the one communicant during the interaction, based on results of the analytics. | 09-19-2013 |
Patent application number | Description | Published |
20090245236 | Method, System, and Computer Program Product for Managing Routing Servers and Services - A method, system, and computer program product for routing network traffic (calls in a Voice over Internet Protocol (VoIP)), which expands the capabilities of existing systems by providing faster and more efficient direction of network traffic, is disclosed. A routing management system includes a routing manager which maintains a list of local routes, establishes and manages connections to the routing server(s), exports routes to the routing server(s), imports disseminated routes from the routing server(s), obtains static global and dynamic routes from the routing server(s), caches those routes for future use, finds all matching routes for a particular number dialed by the user, and prioritizing those routes based on timing, access and ordering information. An additional embodiment contains at least one routing server which provides look-up services for gateway server(s), allows export of local routes from gateway server(s), and distributes translation data; and at least one gateway server which handles calls received on either the Internet protocol (IP) or traditional telephony networks. The gateway server bridges calls between the different kinds of networks, interacts with users, interfaces with the routing system. | 10-01-2009 |