System and method for providing a callback cloud
A system for providing a callback cloud, comprising an application server operated by a callback cloud service provider, a media server, a session management server, an interaction manager, and an intent analysis engine. The application server receives registrations from callback providers unaffiliated with the callback service provider. The application server is adapted to receive callback requests from users, comprising a specific callback provider from whom a callback is requested, when a requested callback should be made, and allowable media types. The application server directs the callback request to the interaction manager, and the interaction manager sends data elements pertaining to the request to the intent analysis engine and receives therefrom data elements pertaining to the callback request determined based on an analysis of the requester's intent. The interaction manager directs the session management server to initiate a callback, and the session management server provides signaling to the media server to conduct the callback.
1. A system for providing a callback cloud, comprising:
an application server software module operating on a network-attached computer and operated by a callback cloud service provider;
a media server accessible via a network by the application server;
a session management server operating on a network-attached computer and coupled to the media server;
an interaction manager software module operating on a network-attached server;
an intent analysis engine software module operating on a network-attached server; and
a callback cloud database operating on a network-attached computer;
wherein the application server is adapted to receive registrations from participating callback providers unaffiliated with the callback service provider, the registrations providing at least a plurality of channels and endpoints from which callbacks may be placed and a plurality of rules regarding when callbacks may be made;
wherein the application server is adapted to receive a callback request from a first user, the callback request comprising at least an indicia of a specific callback provider from whom a callback is requested, an indicia of when a requested callback should be made, and an indicia of allowable media types for a requested callback;
further wherein, upon receiving a callback request, the application server directs the callback request to the interaction manager, and the interaction manager sends at least a first plurality of data elements pertaining to the callback request to the intent analysis engine and receives from the intent analysis engine a second plurality of data elements pertaining to the callback request, the second plurality of data elements being determined based at least on an analysis of the intent of the callback request; and
wherein the interaction manager directs the session management server to initiate a first callback at a specific time and using a specific channel and resource based at least on the second plurality of data elements, and the session management server provides signaling to the media server to conduct the first callback using the specific channel and resource specified by the interaction manager.
2. A method for providing a callback cloud, the method comprising the steps of:
(a) receiving, at an application server software module operating on a network-attached computer and operated by a callback cloud service provider, a registration from a participating callback provider unaffiliated with the callback service provider, the registration providing at least a plurality of channels and endpoints from which callbacks may be placed and a plurality of rules regarding when callbacks may be made;
(b) receiving, at the application server software module, a callback request from a first user, the callback request comprising at least an indicia of a specific callback provider from whom a callback is requested, an indicia of when a requested callback should be made, and an indicia of allowable media types for a requested callback;
(c) directing the callback request to an interaction manager software module operating on a network-attached server;
(d) sending, using the interaction manager, at least a first plurality of data elements pertaining to the callback request to an intent analysis engine software module operating on a network-attached server;
(e) receiving, from the intent analysis engine, a second plurality of data elements pertaining to the callback request, the second plurality of data elements being determined based at least on an analysis of the intent of the callback request;
(f) directing a session management server operating on a network-attached computer and coupled to the media server to initiate a first callback at a specific time and using a specific channel and resource based at least on the second plurality of data elements;
(g) providing signaling, using the session management server, to a media server accessible via a network, to conduct the first callback using the specific channel and resource specified by the interaction manager; and
(h) conducting the first callback as specified.