发明授权
- 专利标题： Method and system for integrating an interaction management system with a business rules management system
- 专利标题（中）： 将交互管理系统与业务规则管理系统集成的方法和系统
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申请号： US14149789申请日： 2014-01-07
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公开(公告)号： US09083802B2公开(公告)日： 2015-07-14
- 发明人: Nikolay Anisimov , Yevgeniy Petrovykh , Mark Scott
- 申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- 申请人地址： US CA Daly City
- 专利权人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- 当前专利权人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- 当前专利权人地址： US CA Daly City
- 代理机构： Christie, Parker & Hale, LLP
- 主分类号： H04M3/523
- IPC分类号： H04M3/523 ; H04M7/00 ; H04M3/51
摘要：
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.
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