Method and system for integrating an interaction management system with a business rules management system
View Patent ↗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.
1. A method for processing communication events, comprising:
receiving, by a processor, an incoming interaction event to be routed, the interaction event arriving at a call center from networks external to the call center;
sending, by the processor, interaction parameters for the interaction event;
determining a routing strategy for the interaction event based on the interaction parameters;
sending a request to a gateway server in response to determining the routing strategy, wherein the gateway server is configured to identify a set of facts associated with the interaction event;
executing by a routing engine a rule appropriate to the set of facts for outputting routing information in response; and
routing the interaction event based on the routing information.
2. The method of claim 1 , wherein the network is a wide area network (WAN) integrated by a computer telephone integration processor to a telephone switching facility.
3. The method of claim 2 , wherein the WAN is the Internet network.
4. The method of claim 1 , wherein the interaction events are represented in an interaction server using an abstract markup language.
5. The method of claim 1 , wherein the interaction events represent one or a combination of telephone calls, voice over Internet protocol calls, emails, text messages, or interactive chat requests.
6. The method of claim 1 , wherein the set of facts are pre-defined facts or dynamically assembled facts.
7. The method of claim 1 , wherein the interaction event is routed in the call center.
8. In a contact center, a system for processing and routing communication events, comprising:
an interaction server for managing incoming interaction events waiting to be routed, the events arriving at a call center from parties on networks external to the contact center;
a routing server for routing the events;
a rules engine; and
a gateway server having a processor and memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to:
track incoming events; and
transmit a routing request to the routing server for one of the incoming events, wherein the routing server is configured to transmit a request to the gateway server for identifying a set of facts associated with the one of the incoming events, wherein the rules engine is configured to execute rules appropriate to the facts, resulting in routing direction for the routing server for routing the event.
9. The system of claim 8 , wherein the network is a wide area network (WAN) integrated by a computer telephone integration processor to a telephone switching facility.
10. The system of claim 9 , wherein the WAN is the Internet network.
11. The system of claim 8 , wherein the interaction events are represented in the interaction server using an abstract markup language.
12. The system of claim 8 , wherein the interaction events represent one or a combination of telephone calls, voice over Internet protocol calls, emails, text messages, or interactive chat requests.
13. The system of claim 8 , wherein the gateway server has network access to a contact center configuration server and a contact center statistics server for gathering the facts.