Determining presence for interaction routing

Assignee: Genesys Telecommunications Laboratories, Inc.

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Quick Facts

Patent No.: US 7,619,996
App. No.: 11/741,178
Granted: Nov 17, 2009
Kind: B2

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Abstract

An Internet Protocol Network Telephony call center having a plurality of agents for serving clients also processes e-mails addresses to the call center, but not to specific agents. An e-mail server receives and routes the e-mail, and includes a router and a database storing skill set information regarding agents. The router extracts information from the e-mails, matches key words in the extracted information with key words from the skill sets, and routes the e-mails to appropriate agents having the necessary skills to respond to the service requirements in the e-mails.

Claims (12)

1. A system for aiding interaction routing, comprising:

a data repository storing information about potential destinations for routing an interaction, including at least identity and availability; and

an interaction routing application;

wherein the interaction routing application, in response to a single request for routing an interaction, compiles a list of available destinations, based on the information stored in the data repository, the list compiled after the request and before routing the interaction to any destination in the list.

2. A system as in claim 1 wherein the interactions are one or more of telephone calls, text, and email.

3. A system as in claim 1 wherein potential destinations are either email clients or telephones.

4. A method for interaction routing, comprising steps of:

(a) storing information regarding potential destinations for an interaction in a data repository, the information including at least identity and availability;

(b) receiving a request for an interaction;

(c) compiling a list of available destinations for the interaction, based on the information in the data repository, after receiving the request for routing and before routing the request to any one of the destinations on the list.

5. The method of claim 4 wherein the interactions are one or more of telephone calls, text, and email.

6. The method of claim 4 wherein the available destinations are either email clients or telephones.

Assignments (8)

NOTICE OF SUCCESSION OF SECURITY INTERESTS AT REEL/FRAME 040815/0001 Recorded Feb 3, 2025

From: BANK OF AMERICA, N.A., AS RESIGNING AGENT

To: GOLDMAN SACHS BANK USA, AS SUCCESSOR AGENT

Reel/Frame 070498/0001 →

CORRECTIVE RELEASE FOR SECURITY INTEREST IN PATENTS ORIGINALLY RECORDED AT REEL/FRAME (029778/0939) Recorded Feb 27, 2017

From: JPMORGAN CHASE BANK, N.A., AS SUCCESSOR TO THE ORIGINAL COLLATERAL AGENT GOLDMAN SACHS BANK USA

To: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.; ANGEL.COM INCORPORATED; UTOPY, INC.; SOUNDBITE COMMUNICATIONS, INC.

Reel/Frame 041821/0209 →

SECURITY AGREEMENT Recorded Dec 5, 2016

From: GENESYS TELECOMMUNICATIONS LABORATORIES, INC., AS GRANTOR; ECHOPASS CORPORATION; INTERACTIVE INTELLIGENCE GROUP, INC.; BAY BRIDGE DECISION TECHNOLOGIES, INC.

To: BANK OF AMERICA, N.A., AS COLLATERAL AGENT

Reel/Frame 040815/0001 →

PATENT RELEASE (REEL:031644/FRAME:0814) Recorded Dec 2, 2016

From: JPMORGAN CHASE BANK, N.A., AS COLLATERAL AGENT

To: GENESYS TELECOMMUNICATIONS LABORATORIES, INC., AS GRANTOR; ANGEL.COM INCORPORATED; UTOPY, INC.; SOUNDBITE COMMUNICATIONS, INC.

Reel/Frame 040798/0428 →

SECURITY AGREEMENT Recorded Nov 15, 2013

From: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.; ANGEL.COM INCORPORATED; UTOPY, INC.; SOUNDBITE COMMUNICATIONS, INC.

To: JPMORGAN CHASE BANK, N.A., AS COLLATERAL AGENT

Reel/Frame 031644/0814 →

RELEASE OF SECURITY INTEREST Recorded Feb 8, 2013

From: GOLDMAN SACHS LENDING PARTNERS LLC