公开(公告)号：US09509847B2

公开(公告)日：2016-11-29

申请号：US14580547

申请日：2014-12-23

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： Richard M. Neidermyer ,  David Johnston Lynch

IPC: H04M1/64 ,  H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04M3/493

CPC classification number: H04M3/5233 ,  H04M3/493 ,  H04M3/5166 ,  H04M2203/2061 ,  H04M2203/408 ,  H04M2242/12

Abstract: A system and method are presented for language specific routing. Language assignment may be used to efficiently route inbound interactions in a contact center. The inbound interaction's original location may be determined and assigned a language based on the location of the interaction. The interaction is assigned a language tag that can be referenced throughout routing. The interaction may be routed to the appropriate endpoints within the system based on the language tag.

Abstract translation: 提出了一种用于语言特定路由的系统和方法。 语言分配可用于有效地路由联络中心中的入站交互。 入站互动的原始位置可以根据交互的位置确定并分配一种语言。 交互被分配一个可以在整个路由中引用的语言标签。 可以基于语言标签将交互路由到系统内的适当端点。

公开(公告)号：US20160182722A1

公开(公告)日：2016-06-23

申请号：US14580547

申请日：2014-12-23

Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.

Inventor： Richard M. Neidermyer ,  David Johnston Lynch

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/493 ,  H04M3/5166 ,  H04M2203/2061 ,  H04M2203/408 ,  H04M2242/12

Abstract: A system and method are presented for language specific routing. Language assignment may be used to efficiently route inbound interactions in a contact center. The inbound interaction's original location may be determined and assigned a language based on the location of the interaction. The interaction is assigned a language tag that can be referenced throughout routing. The interaction may be routed to the appropriate endpoints within the system based on the language tag.

Abstract translation: 提出了一种用于语言特定路由的系统和方法。 语言分配可用于有效地路由联络中心中的入站交互。 入站互动的原始位置可以根据交互的位置确定并分配一种语言。 交互被分配一个可以在整个路由中引用的语言标签。 可以基于语言标签将交互路由到系统内的适当端点。