公开(公告)号：US10009463B2

公开(公告)日：2018-06-26

申请号：US15289910

申请日：2016-10-10

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Ahmed Tewfik Bouzid ,  Praphul Kumar ,  Michael T. Mateer ,  David James Rennyson

IPC: H04M3/00 ,  H04M3/51

CPC classification number: H04M3/5166 ,  G06F8/34 ,  G06F9/44 ,  H04M1/72552 ,  H04M3/493 ,  H04M3/5141 ,  H04M3/5191 ,  H04M7/006 ,  H04M2203/2066 ,  H04W88/06

Abstract: A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor. The interaction site is identified based on the request. An interaction flow document is accessed for the identified interaction site, the interaction flow document including code for initiating the interaction site between a user device and the multi-channel communications system using any one of multiple different communications channels including an interactive voice response channel. A communications channel used by the user device to contact the multi-channel communications system is determined. Based on the determined communications channel, the code of the interaction flow document is translated to code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over the determined communications channel. A response is transmitted to the multi-channel communications system.

公开(公告)号：US20170118338A1

公开(公告)日：2017-04-27

申请号：US15289910

申请日：2016-10-10

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Ahmed Tewfik Bouzid ,  Praphul Kumar ,  Michael T. Mateer ,  David James Rennyson

IPC: H04M3/51

CPC classification number: H04M3/5166 ,  G06F8/34 ,  G06F9/44 ,  H04M1/72552 ,  H04M3/493 ,  H04M3/5141 ,  H04M3/5191 ,  H04M7/006 ,  H04M2203/2066 ,  H04W88/06

Abstract: A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor. The interaction site is identified based on the request. An interaction flow document is accessed for the identified interaction site, the interaction flow document including code for initiating the interaction site between a user device and the multi-channel communications system using any one of multiple different communications channels including an interactive voice response channel. A communications channel used by the user device to contact the multi-channel communications system is determined. Based on the determined communications channel, the code of the interaction flow document is translated to code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over the determined communications channel. A response is transmitted to the multi-channel communications system.