DE10322634A1 - Control method for a communication event, especially a telephone call, message transfer or data transmission, whereby communication initiator and target resource profiles are defined and used when generating a communication link - Google Patents

Abstract

Method for controlling a communication event between a communication initiator and a multiplicity of targets has the following steps: definition of a profile for each target resource; generation of routing rules; definition of an expected profile for each communication initiator; for each new contact, comparison of the communication initiator profile with existing target resources and; as a result of the comparison, generation of a link between a communication initiator and a target resource that matches the initiator profile according to the routing rules. An independent claim is made for a device for controlling a communication event, especially a telephone call, message transfer or data transmission.

Description

0. area the invention

The The invention relates to a method and an apparatus method to control communication, especially a telephone call, a messaging and / or a data transfer, between at least one communication trigger and a plurality of Target resources, as well as a computer program to carry out a such procedure.

1. Aim of solution

The introduction the solution should take place gradually and from an economic point of view.

The solution should create the basis for a location-independent call distribution via a service number ensure and the individual numbers of individual locations through a prioritized task allocation using the solution in the long term abolish.

The solution should the contact requests using central intelligence to control communication requirements intelligent on all workplaces distribute with customer contact.

in the Framework of the solution coordinated processes to eliminate bottlenecks are implemented. Prerequisite for this is the processing of business transactions, regardless of one possible regional assignment of customers (everyone can edit everything; the ability (Skill) of the employee decides).

The individual communication systems and specialist applications are via interfaces to a System "integrated, to make each business transaction better to be able to edit.

1.1. Goals from an organizational perspective

• - increase in efficiency by using potential savings in the areas: - technology - organization - employee development - customer communication
• - integration in business applications (automated process analysis as a basis the skill-driven Processing of individual business processes).
• - The Development of a communication control system that is uniform Concept for 1 to> 2,000 locations with 1 to> 1,000 each Employees allowed.
• - Flexible Mixed jobs.
• - The solution should create the basis, the individual numbers of individual To be able to abolish locations in the long term. The location-independent call distribution is achieved as well as the optimization of processes through a prioritized distribution of tasks.
• - The Create the opportunity for one coordinated escalation in the event of regional bottlenecks. The prerequisite is Nationwide processing of all business transactions, regardless of regional assignments / origins (cancellation the regional allocation of customers to individual locations).

 flexibility

• - control communication based on the skills of the employee (Skill)
•  - control communication based on the strengths of the employee (weighting)
•  - control Communication based on the workload of an employee (contingent / amount of work).

1.2. Goals from a communication perspective

• - expansion from multimedia service center functions to the entire company (Extension of 'ACD functions' to all workplaces).
• - Intelligent Call distribution to all workplaces with customer contact processing the cross-media communications at all workplaces (Telephone, fax, email, memo and other communication channels such as Chat).
• - Low maintenance Technology at the individual locations. Communication control on Base of skills Strengthen and employee utilization (skill).
• - integration of communication systems and specialist applications to support the Customer advice (CTI).

1.3. Goals from a data perspective

• - Long term Use of the solution.
• - Flexibility (customization new conditions, framework conditions and developments).
• - As far as possible independence the solution of individual manufacturers through open control interfaces of the Systems.
• - One low-maintenance technology in the individual locations.
• - integration the telecommunication functions in the DV applications.
• - Transfer of status, administration and groove Information about telecommunications in the data network.
• - minimization the additional burden on network connections due to status and administration information from telecommunications.
• - backup the quality of service available in the network (response times).
• - integration administration into existing management tools.

2. Proposed solution

to Achievement of those listed above Goals become a procedure according to claim 1, a computer program according to claim 14 and an apparatus according to claim 15 suggested.

preferred versions of the invention are in the dependent claims specified.

In order to The goals set can be achieved, a central communication control be implemented. This is the heart of the overall concept a central rule engine.

• – Analyse
• – Regelerstellung
• – Status
• – Steuerung

This rule machine consists of the components:

• - analysis
• - Rule creation
• - status
• - control

It all communication media are considered (telephone, fax, email, Memos). Possible further electronic communication media / channels can be integrated become.

By the use of the rule machine in the control of communication requirements an increase in efficiency in the processing of business transactions is to be achieved become.

The Control area has the task of responding to every communication request (e.g. a call) the currently best destination with an alternative and an 'overflow group'. The Control functions must in the shortest Time is done with no delay to cause. The basic idea of the analysis is the central gathering of all Information from the communication processes and the data from the processed business processes / incidents. The one another belonging Values are then consolidated into one raw data record. The analysis of activities and processes gives the relationships on which the skills and rules are based put on. Based on the rules, tables are created with which the control works. This is creating the control tables not time critical. The intervals for creating / updating these Control tables are freely selectable. The transmission the status information is time-critical. Status changes are said to be within flow into the call control for one second.

The The present concept is more than 'skill based routing' because it takes skill based routing into account only the part of a business process that is directly related to a telephone call. By looking at the overall process and using it more dynamically Skills with automatic analysis, this system is a self-learning Communication control system.

The Concept leads the individual standard applications logically networked together and is therefore more than the mere Sum of connected standard applications. The concept creates a new whole.

2.1. consequences on the existing environment

• – das Anpassen der vorhandenen Netzstruktur
• – das Anpassen der Bandbreiten (CIR)
• – die Bereitstellung der Schnittstellen zum Netzwerkmanagement
• – die Entwicklung der zentralen Kommunikationssteuerung
• – das Erweitern des Communication Center Managements
• – die Durchführung der Administration
• – das zentrale Bereitstellen von Schnittstellen zu: – Kundenanwendungen – relevanten Produktionssystemen – Mailsystemen – Faxsystemen – IN-Betreibern
• – Möglichkeiten zur Restrukturierung eines Unternehmens gerade hinsichtlich der Verbesserung von Kundenbeziehungen können sein: – die einheitliche Außendarstellung (eine Telefonnummer für alle Kunden, keine Telefonzentrale) – die individuelle Gestaltung der Kommunikationstätigkeiten – eine variable Standort Be- und Entlastung – die Bildung virtueller Kompetenzzentren – die Entzerrung regionaler Problemzonen – das Senken von Verwaltungskosten – das Controlling von Service Standards – die Wirtschaftlichkeit (weniger Wartungskosten auf Technikseite)

The use of this technical solution for communication control offers considerable opportunities for restructuring a company, particularly with regard to improving customer relationships. Exemplary organizational potential can be:

• - adapting the existing network structure
• - adjusting the bandwidths (CIR)
• - the provision of interfaces to network management
• - the development of central communication control
• - the expansion of communication center management
• - carrying out the administration
• - the central provision of interfaces to: - customer applications - relevant production systems - mail systems - fax systems - IN operators
• - Opportunities for restructuring a company, especially with regard to improving customer relationships, can be: - the uniform external presentation (one telephone number for all customers, no telephone exchange) - the individual design of communication activities - a variable location loading and unloading - the formation of virtual competence centers - the Equalization of regional problem areas - lowering administration costs - controlling service standards - cost-effectiveness (less maintenance costs on the technical side)

3. Basic concept (see 1 )

• - On incoming call is put on hold in the telephone network (IN) and the customer is transmitted based on its Phone number recognized.
• - The The call is signaled and the rule machine sets the termination destination centrally determined.
• - caller information, Location and workload as well as the expected Requirements for the employee determine the routing decision. Inform statistical information from the workplace applications or the CTI the rule engine over the status of each job, including current skills.
• - The The termination destination is transmitted to the telephone network (IN). Be at the same time the CTI information (customer data: master data, history) about the Data network transmitted to the workplace.
• - To the conversation the call data about the Data network back sent to the central database.

3.1. Control, rule machine

The heart The new overall concept is the rule machine described. The Invention consists of the rule creation on the one hand and the control part on the other hand. In addition to using the rule engine for the one described here Telephone component, is also used when processing emails, Faxing and other electronic communication possible. Because the phone component is the time-critical application, it is described here as an example. For the The principle of operation is in other areas of application / communication components same, but without the high demands on the time factor.

3.1.1. call control

The The control area is responsible for every signaled call currently determine the best goal with an alternative and an 'overflow group' and to be transmitted to the telephone network (IN), so that the call is transferred there.

first The step of the routing decision is the prognosis of the expected ones Request the customer call. Because the caller's phone number is recognized the respective customer history is available with the call Available. About these becomes the expected call reason and also the last one with this customer concerned employees determined.

second The step of the routing decision is to address the expected Skill requirement for a specific goal. This control function is very time critical. On the one hand, it access-optimized Tables back, generated by the control module and on the other hand based on CTI data, the status reports as free or occupied.

• – frei ist,
• – die geforderte Skillanforderung (Expected Skill) am besten erfüllt,
• – sein Telefonkontingent nicht erschöpft hat und
• – regional möglichst nahe am Anrufursprung angesiedelt ist.

From a technical point of view, all workplaces are treated equally. It doesn't matter where the work place is (headquarters, branch, mobile work place, home work place, etc.). The goal is to route the call to a workplace that

• - free is,
• - best fulfills the required skill requirement (expected skill),
• - has not exhausted his telephone quota and
• - Regionally located as close as possible to the origin of the call.

3.2. rule creation

The In contrast to the control function, rule definition is not time-critical. The guided ones conversations are analyzed together with the completed business processes and summarized in an access-optimized table. Based the known history of the caller (previous call reasons, last competent Clerk etc.) and possibly open business processes becomes the expected skill requirement determined.

The Calls are made by merging those associated with a call Skill requirement and the skill profile of the employees controlled. Both information are generated dynamically.

The The expected skill requirement is based on the known customer history and possibly open business processes generated, in addition for one freely selectable The period of time also for the employee most recently concerned with this customer considered can be.

The Skill profile of employees is not, as with other solutions, specified manually, but also dynamically and automatically generated. With an automatic analysis and assessment of the business transactions carried out On the basis of database contents, the employees become one or more Skills assigned. Within these skills there is a ranking (Ranking) determines how good the respective skill is from the employee Fulfills becomes.

The So the focus is on the entire business process. By the chaining of individual activities these become business transactions overall assessed and flow so together in the call control. The rule creation module accesses existing CTI information, statistics process analysis and, if applicable, ACD registrations at the locations back.

4. The rule machine concept

The central component of the solution concept is the so-called rule machine. This is supposed to be the business process dependent communication control enable with the inclusion of information technology. The rule engine forms the specifications defined by management from. Represent these specifications the control function of the rule engine.

4.1. The rule engine in relation to other organizational units

• – Kunden
• – Organisation
• – Mitarbeiter/Personal
• – Technik

The rule engine is connected to the company's systems and units in various ways, for example through interfaces to technical systems or via user interfaces for entering the relevant information from communication with the customer. Basically, the business units can be divided into four areas:

• - Customers
• - organization
• - employees
• - technology

4.1.1. Customers

The Customer requirements are met by the relevant departments with contact in customer service and through marketing / sales displayed. Based on all information available in the company about a Customers (history, contractual situation, agreements, delivery times, open Business transactions) a so-called 'expected Skill 'generated. This expected skill describes in different forms, with what likelihood a customer will have on what topic next will contact the company. An expected skill is not one-dimensional, but in its skill description can be different the probability and composition of several topics and probabilities reflect the establishment of contact.

4.1.2. organization

The organizational aspects include all points of construction and Process organization.

4.1.3. technology

In the technical aspects include all systems of communication technology, as well as information technology including its applications, Databases and systems considered.

4.1.4. Employees / staff

In In this area all information is mapped that the staff concern (employee contracts, Working time models, attendance times, occupation and work assignment plans, training status and skills). In particular the skills of Employees are based on evaluations in so-called skills described. Because these skills change with every action or activity change the employee, one speaks of so-called dynamic employee skills.

5. Integration of the rule machine in a company) (see 2 )

• – Ebene 1 stellt die Kundenanforderungen dar.
• – Ebene 2 zeigt die unterschiedlichen Kommunikationskanäle.
• – Ebene 3 steht für die 'Delokation' und die entsprechenden (Stand)Orte, an denen ein Unternehmen präsent ist. Der Begriff 'Ort' ist hier abstrakt zu verstehen. Eine Filiale oder Niederlassung ist ebenso ein Ort wie ein Internetauftritt oder eine Produktionsstätte oder ein Vertriebsbüro.
• – Ebene 4 sind die einzelnen Organisationseinheiten eines Unternehmens.
• – Ebene 5 stellt die Geschäftsprozesse dar.
• – Ebene 6 präsentiert die Mitarbeiter.
• – Ebene 7 stellt die unternehmensrelevanten Themen im IT-Bereich dar.
• – Ebene 8 spiegelt die entsprechenden technischen Systeme der IT.
• – Ebene 9 fasst die Datenbanken der IT-Systeme zusammen.

The integration map can be divided into several levels:

• - Level 1 represents customer requirements.
• - Level 2 shows the different communication channels.
• - Level 3 stands for the 'delocation' and the corresponding (stand) locations where a company is present. The term 'place' is to be understood here abstractly. A branch or branch is just as much a place as an internet presence or a production facility or a sales office.
• - Level 4 are the individual organizational units of a company.
• - Level 5 represents the business processes.
• - Level 6 presents the employees.
• - Level 7 represents the company-relevant topics in the IT area.
• - Level 8 reflects the corresponding technical systems of IT.
• - Level 9 summarizes the databases of the IT systems.

5.1. communication channels

Around to understand what goes into the rule engine under the customer requirements the possible different communication channels Customers listed.

5.1.1. personal conversation

The technical illustration of a personal conversation can be done via a Visitor control or via the termination of the tool is done.

5.1.2. document management

For corresponding written communication such as letters or forms (order forms, Order forms etc.) can represent document management to be named.

5.1.3. telecommunications systems

Under the term 'telephone' or 'telecommunication systems' are all systems to understand about who or with whose help you can make calls. These are both Telephone systems, as well as voice mail systems, voice control systems (IBA) and CTI systems.

5.1.4. fax

All Fax systems, whether server-based or as a single device, can be controlled via the solution, or are possible Goals of a contact request.

5.1.5. Email as electronic communication request

The Recognizing an email content is done in the same way as in classic document management, through which scanned documents are managed become. Keywords are assigned to the content of an email via which such a contact request can be controlled.

5.1.6. Web Applications

As Web application becomes both chat communication and that so called 'guided surfing' (escorted browsing) Roger that.

Also mobile communication in the form of data communication (SMS) or other electronic messages can be in a separate communication channel being represented.

5.2. Communication request locations

• – Filiale
• – Vertriebsbüro
• – Unternehmenszentrale
• – Customer Care Center (Telefonservice Center)
• – Web Auftritte
• – Produktionsstätten
• – Vertriebspartner
• – Dienstleister
• – Lieferanten

Places of a communication request are both physical and organizational 'places' such as:

• - branch
• - sales office
• - Corporate Headquarters
• - Customer Care Center (telephone service center)
• - Web appearances
• - production facilities
• - sales partner
• - Service provider
• - Suppliers

• – Internationaler Verkauf
• – Nationaler Verkauf
• – Management
• – Marketing/Vertrieb
• – Forschung & Entwicklung
• – Produktion
• – Qualitätssicherung
• – Versand & Logistik
• – Zulieferer

Today, the locations are decisive for the technical structure of the telecommunications systems and form a central part of the organizational structure of a company. The individual organizational units of a company to which communication requirements are placed can be distinguished, for example, as follows:

• - International sales
• - National sales
• - management
• - Marketing & Distribution
• - Research & Development
• - production
• - Quality assurance
• - Shipping & logistics
• - suppliers

The Process organization is achieved through appropriate business processes displayed. Therefor there are separate systems that represent the technical mapping of business processes enable. If a company has such a system in operation, it can include all of them all information contained is linked to the rule engine become. Information about the employees also goes into the Functions and control of the rule engine. Are relevant here e.g. Time models, areas of responsibility, skills and individual activities. This subject area is based on the individual activities analyzed in reference to the corresponding overall process to determine and evaluate whether the activity, carried out by the employee has for the overall process was helpful or not. This one statistical evaluation of employee behavior, gained transparency offers opportunities for targeted control of contact requests. In peak times e.g. can an employee with contact requests and the resulting tasks that he is faced with finalize his skills faster than others. Conversely, the employee can in quieter times through contact requests and the resulting tasks are specifically developed by assigning mostly expected content to it by that he can develop his skill. So with the solution concept is both the quantitative as well as the qualitative control of the workload of employees possible.

5.3. IT systems

• – Customer Relationship Management (CRM)
• – Business Intelligence
• – Datawarehouse
• – Controlling
• – Billing
• – Reporting
• – Netzwerkmanagement
• – Anwendungsmanagement

All systems in the company that are not used for causal communication as described above are combined in the IT area. This includes all software applications, EDP, all hardware as well as other systems, databases, etc. Logically, these are differentiated in the connection to the rule machine in the following topics:

• - Customer Relationship Management (CRM)
• - Business intelligence
• - Data warehouse
• - controlling
• - Billing
• - reporting
• - network management
• - Application management

each each topic in turn contains its own technical system, that from a system integrator Interfaces to the rule engine. Behind all These systems contain databases with all the information they contain to the rule engine by means of a mediation process be connected.

5.3.1. mediation process

In In a mediation process, the data is individual, from each other independent Databases consolidated. Through information requests or through Logical summaries are the relevant data in one relational database summarized so that the rule machine over a only way (with one access) to the data different Systems can access.

6. Logical Communication solution levels

• – Personal Computer (PC)
• – Telefone
• – Handys
• – PDA's
• – Faxgeräte
• – ...
• – ...

The devices (hardware) used at the workplace can be divided into different types:

• - Personal computer (PC)
• - phones
• - cell phones
• - PDAs
• - fax machines
• - ...
• - ...

in the PC's area so-called 'fat and thin clients'. Fat clients are PC's on which software is installed locally. Enable thin clients only the display and use of software interfaces that The software itself is installed and available on a central server thus available to several employees.

6.1. Local systems

The local systems, i.e. the systems used by the employees at their jobs can also be used in communication and IT systems divide. They summarize the aforementioned devices accordingly and connect this level to the central rule engine.

6.2. nets

6.2.1. Public nets

• – Festnetz
• – Mobilfunknetz
• – GPS-/GPRS-/UMTS Netz

The following networks are to be understood as public networks:

• - Landline
• - cellular network
• - GPS / GPRS / UMTS network

6.2.2. data networks

• - data networks include:
• - Wide area networks (WAN)
• - Local Networks (MAN / Metropolitan Area Network)
• - Local Networks (LAN)

6.2.3. Intelligent networks (IN)

As Intelligent network (IN) are the service lines and services the network operator. As a rule, the network operators so-called intelligent machines on their networks, which then e.g. control the service numbers offered. But it can be also control data services or cellular services via an IN platform.

6.3. Central systems

Also Central systems can be divided into communication and IT systems. In the area of central systems, e.g. so - called host applications or Host systems or the central in a central server architecture Server to call about which the central systems are connected to the networks.

in the Communication area can e.g. the so-called 'Call Master' of a Voice over IP system as the central one Intelligence / system.

This central systems can be summarized according to the current state of the art. There are various projects in which individual systems are summarized become. So the topic 'Customer Relationship Management 'or the 'CTI Middleware' serve as examples, which then combine IT and communication technology.

6.4. Central intelligence

The Regulating machine is the new central link for the individual central systems. The solution concept provides for all systems to be combined in one project or solution concept that individual activities using predefined rules related to each other to a business process together and can be broken down onto employees. This however not in the sense of performance and behavioral control of employees, but in the sense of an optimized control of business processes. This gives the company the opportunity implement and control the work processes desired by management.

7. The rule engine (see 3 )

7.1. introduction

Around to understand the functions of the rule engine, it is necessary to understand the define appropriate definitions as the idea of the rule engine only in interaction with the systems available in the company works. The rule engine is the central control tool and can also be used as a central reporting tool in the company become.

It There are many systems on the market that contain individual components and functions of the rule engine. It is new to have all these functions in one system and control elements so that the previous systems continue exist and can be used. This guarantees the company investment security with regard to of the existing systems.

The The interesting thing about the rule engine is that not everyone Systems need to be integrated about functionality to secure the rule engine. Also the partial integration of central systems allows control functions and thus a higher one effectiveness of the overall processes.

The probably the most difficult area, because it is the most time sensitive, is the area of telecommunications control. We are used to that Establish voice connections very quickly. Therefore, the rule engine show a setup that allows her to make telephone contact requests correspondingly quickly assigned to a target resource. The present solution concept is the solution suitable for this requirement. Therefore, time-less critical communication requirements such as. Letters or faxes in a document management or unified Messaging System (UMS) is also not a problem.

7.2. Data structure of the rule engine

prerequisite for the The rule engine is a so-called 'middleware'. The rule engine functions in that the individual central systems are connected via interfaces become. The information and data contained in these systems are mediated and consolidated through a process of consolidation one for the rule machine translates readable language and into a central one Written database that the rule engine accesses. In order to the middleware is the link between the rule engine and the central system. Next of language translation it also serves to convey the control functions of the systems to the rule engine. The construction and setup of this middleware corresponds to the classic task of a system integrator. today be for such middleware mostly object-oriented levels of communication used. Even if this middleware is the basis for the function of the rule engine , it is already state of the art today and therefore not part of it the one to be protected Idea.

7.2.1. process data

• – Prozessdaten
• – Statusdaten

The individual information from the systems is written into a process database via the middleware. Their content can be divided as follows:

• - process data
• - status data

The Process data reflect the corresponding information about the individual process steps and are already complete business processes connected.

In The status database collects all status information as well possible alarm messages or conditions. To do this, the system states are checked using the Middleware in 'real time' in the tables the status database.

Possible status information are messages about the allocation of data or Voice channels, such as. 'free or busy'; 'logged in or not logged in'; 'on hold' or all states of a Telephone or a telephone system. In addition, the number the contact requirements to be conveyed in relation to the expected Topics included in the status database. Also deliver the individual systems status data such as 'in operation'; 'Not in operation '; 'failed' or 'working with delay'. For example, the Performance of a network or the network runtime is also a status be like the free or busy signal of a telephone. Also alarm messages of the systems can be stored in the corresponding tables.

7.2.2. Bug Tracking System

In In the error database, totalized values are managed, e.g. 'how many calls are on on a telephone or by an employee '; 'how the conversation is long each lasted '; 'how many processes are edited or still open '. This information about the Number of certain states are managed in the error database (these are not to 'online states', these are in the Area of the status database of the rule machine). Which Resulting sum information is then in the so-called counter or Value range of the database managed.

7.2.3. customer information

In The database also contains all information about a customer managed. Both can historical information on individual topics or inquiries, as well as information about the current status of a initiated business process. Furthermore the so-called 'Expected Skill of the customer stored in this database. The expected skill results from the complex evaluation of customer data by the rule engine. It is written back to this database after the calculation and dynamically adjusted for each contact (see also functions the rule engine).

7.2.4. employee information

How already mentioned will also provide all information about the employees are stored in the database. Collecting and saving Such data is subject to co-determination on the part of the staff representatives. An important aspect here is that the stored data is not be used for performance and behavior control, but exclusively used for control purposes and only by system programmers or system integrators viewed or used for setting purposes can be. The database area in which employee data is stored and managed must therefore be specially protected his.

saved e.g. Working hours, filling times, skills, activities the employee. These become what is known as an employee skill calculated. In parallel, the rule engine evaluates the individual activities the employee evaluates their effectiveness and uses this evaluation, the employee skill dynamically according to predefined rules adapt. That means while the employee has an activity executing, can be the result of this activity to an automatic skill change of the employee in the system. An employee's dynamic skiing results from the evaluation the process data as well as the status and meter data in connection with the employee data that are related to each other be brought and in their evaluation according to established rules be combined into skills.

7.3. Structure of the rule machine

The Rule machine itself can be divided into two areas. First, in the control section, which is described as 'online or real-time area' can and secondly in the 'offline Area 'in which All calculations and evaluations are made to change the expected skills of customers or the lead dynamic employee skills.

7.3.1. The control section (Online part) of the rule engine

The Control part of the rule machine can be segmented. For example, the area for controlling calls locally near one Be located in platform while the tax area for written or other electronic documents are more likely to be located in the 'offline area' of the rule engine.

• – Statusinformationen
• – Kundeninformationen
• – Historie
• – Expected Skill
• – Zusatzinformationen (z.B. Last Agent, präferierter Mitarbeiter usw.)
• – Mitarbeiter Skills

Wherever the control component of the control machine is located, the following information must be available in real time in the control module of the control machine:

• - status information
• - customer information
• - history
• - Expected skill
• - Additional information (e.g. last agent, preferred employee, etc.)
• - Employee skills

The Rules yourself be set according to company specifications. It is this programming in script form, usually the mechanisms using Bohl's algebra such as and or; Yes No, not, + (plus), - (minus), × (times), ./. (shared) etc. An update of the rules is possible at any time but only made when the conditions for the rules change. Usually the rules access and maintain the existing and consolidated 'online information' so their relation to the current situation and therefore do not have to be updated regularly become. But it may be that the correction of certain rules based on the information determined in the analysis part of the machine becomes necessary. To receive this 'message' you must a corresponding interface between the two areas of the rule engine be present about the overall scenarios, rules or sub-rules are switched on and off can be.

The 'offline part' of the rule machine generates the control rules as a result, which are then loaded into the 'online part' of the rule machine. These control rules are complex software that accesses the relevant information and functions. This means that in the area of rule creation, steps (which will be explained later) are generated by the rule machine through work steps which are combined to form an overall program. As a result, the rule engine creates a program that can be started in the control logic of the rule engine and activated accordingly. If such complex rule creation cannot be implemented due to the data material, individual control rules must be defined and then activated or deactivated based on the analysis results from the 'offline area'. The The exact development of a rule can be defined even more precisely within the scope of a development project. Basically, a rule is to be understood as a logical module.

Example:

If at least 50 employees of a company are assigned skill 35174, this skill is activated according to the expected skill of a customer and distributed as follows:
“Check whether the employee who has been dealing with this customer with the skill 35174 is available at the responsible location and forward this contact request exactly to this employee. If this employee is not available, check which other employees at this location have the required skill 35174 and can represent the unavailable employee and forward the contact request to the 'most suitable' of these employees. If there are no other employees with the required skill 35174 available at this location, route the call to an appropriate employee at another location. "

The Hierarchy of available Employee is based on the spatial Distance to customer formed, provided all employees are the same Have skill. The respective skill level of the employees can be via Status (available, not available) and about individual skills the employee (he can refine a certain job 'good'; 'very good' or 'if necessary').

The Problem this for complex rule is the sum of all the rules to simplify and in the program with quick access to Databases and database indexes that provide the overall tool is able to check many rules at the same time, calculate and the corresponding Assign customer request to a target resource. For this, the Computing power in the control part of the rule machine can be particularly high.

7.3.2. The analysis part (Offline part) of the rule engine

• – Nutzer zur Steuerung
• – Nutzeroberflächen
• – Nutzer für die Ein- und Ausgabe von Informationen
• – Administratoren für die Verwaltung des Gesamtsystems und der Rechte der Nutzer

The analysis part of the rule engine consists of the following logical components:

• - User for control
• - user interfaces
• - Users for the input and output of information
• - Administrators for the administration of the overall system and the rights of the users

The Analysis part of the rule machine is based on the structure of the and process organization of a company. Here is based on the Process data the relevant relevance and evaluation of individual activities determined in relation to the overall process. The results will be passed on to the interpretation part of the rule engine.

interpretation

7.3.2.1. interpretation

• – die manuelle Interpretation durch Menschen
• – die logische Interpretation auf Basis einzeln programmierter Logikbausteine wie z.B. einer 'Futzylogik'
• – die Interpretation durch eine neuronale Intelligenz
• – Abhängig von den Unternehmensvorstellungen oder -wünschen werden Interpretationsauswertungen zur Verfügung gestellt.

There are various methods for interpreting the analysis results:

• - manual interpretation by humans
• - the logical interpretation based on individually programmed logic modules such as a 'fine logic'
• - interpretation by neural intelligence
• - Depending on the company's ideas or wishes, interpretation evaluations are made available.

7.3.2.2. Display and processing of the data

The The data is processed and displayed using the so-called Reporting modules of the rule engine, which analyzed and interpreted Display data. Here you can graphic display tools are used. For example, the construction and process organization according to the business processes on a graphic user interface through appropriate coloring or data displays. It is also possible to get one geographically supported To make representation on a map basis.

7.3.2.3. Review / activation / setting of the rules

• – Regeln zur Erstellung des Expected Skills
• – Regeln zur Erstellung des dynamischen Mitarbeiter Skill
• – Regeln zur Erstellung gewisser Schnellwerte, Zähler oder Bewertungspunkte
• – Regeln, die auf den Ergebnissen der statistischen Analyse aufsetzen (wobei hier auch die Ergebnisse von Alarmingtools einfließen)

After analyzing, interpreting and displaying the information, the resulting rules are created, programmed and activated. These rules are divided into four logical areas:

• - Rules for creating the expected skill
• - Rules for creating the dynamic employee skill
• - Rules for creating certain quick values, counters or evaluation points
• - Rules based on the results of the statistical analysis (which also includes the results of alarming tools)

7.3.2.4. simulation tool

After the corresponding rules have been created, they are loaded into a so-called simulation tool. The simulation is able to replicate the chronological sequence of the information, since the data collected up to this point also reflect the chronological order of information (of the data flow). The flow of information is controlled by the Simulation is checked using an independent evaluation and result tool to determine whether the relevant rules achieve the effect desired by management. The simulation therefore forms both the offline part and the online part of the rule machine.

If the results of the simulation meet the desired requirements of the company correspond, the corresponding rules are approved by an authorized Employees from the offline part to the online part of the rule engine loaded and activated. At this stage, this employee poses also when a (sub) rule is activated and when not.

7.3.3. Distribution of regulate

• – Steuerregeln
• – Expected Skill Regeln
• – Mitarbeiter Skill Regeln
• – Aufbauorganisationsbedingte Regeln
• – Ablauforganisationsbedingte Regeln
• – Sonstige Regeln

The complexity of the individual areas requires the thematic division of the rules into the following sub-groups:

• - tax rules
• - Expected skill rules
• - Employee skill rules
• - Organizational rules
• - Rules related to process organization
• - Other rules

7.3.3.1. tax rules

The Control of customer communication requirements is based on meter information, Status information and the assignment to conditions and requirements.

7.3.3.2. Expected skill regulate

customer information are used to determine the customer's expected skill. Such information are e.g. contract, condition and other information from CRM Systems such as the customer segmentation, open business transactions, which The employee last looked after this customer, previous complaints of the customer (on which topics) etc. All of these factors are taken into account to assess the likelihood of a customer becoming what Subject contacts the company. The respective combination of the different possibilities and probabilities are converted to a logical counter. This numerical value then corresponds to the so-called expected skill of the customer.

The means that a numerical value shows the probability a customer on which topic contacts the company. This numerical value is stored in the rule engine database. Therefore seems it is necessary to use a so-called 'long integer' in the database area must, so the multiple possibility of a customer’s expected skill. It is Moreover important that the counter for the Expected skill is clear, so wrong instructions are excluded are.

7.3.3.3. Employee skill regulate

Analogous Employee skills are also calculated for the expected skills. That means the combination of skills of an employee as well as his personal preferences to lead together with the information from occupation plans etc. to the equally complex Calculation of employee skills.

The Employee skills are determined on the basis of data on employment contracts, activities, Times, training status, appointments, skills and wishes the employee. Because some of this data is constantly changing and these changes recorded in the systems, this creates a dynamic employee skill.

7.3.3.4. Organizational structure Conditional regulate

As The best example is georouting as it is today is common on intelligent network platforms. That is, a Customers who call from northern Germany are preferred to the next location mediated in northern Germany, provided there is an employee with the required skill available stands. In contrast, the request from a customer from Bavaria with first priority in Bavaria / Munich to be edited. This rule is a location related rule.

in the Can use a georouting but also departments or organizational units of a company be defined as locations.

The means in translation usually: "Try this conversation with first priority to an employee in sales and with second priority (if sales is not manned) to an employee in marketing and if nobody can be reached here either, direct the call to someone Clerk at corporate headquarters. "

7.3.3.5. Workflow management-related regulate

The technical mapping of business processes and the resulting desired processes also result in dependencies. For example, it may be required that a call from a certain customer is always routed to the same employee, because only that customer can deal with the customer. Or a customer's call should always be directed to the employee who is currently working on the respective incident within the respective business process. So that becomes a Switching through according to the classic 1 ^st -2 ^nd -3 ^rd level concept is possible without the customer having to find out for himself which employee is currently on the table.

7.3.3.6. Other rules

Certain Keep status information that alternative scenarios are started. This can be alarms be or the information that a main system has failed and a backup system works and thereby another control of the Communication request necessary will than normally.

Claims (27)

Communication control method, in particular a telephone call, a message transmission and / or a data transfer, between at least one communication trigger and a plurality of Target resources, with the steps - a profile for each target resource define, - routing rules to create, - for each communication trigger define an expected profile - with a new contact one communication shutter whose expected profile with the profiles of the available ones Compare target resources, and - as a result of this comparison a connection between the communication trigger and that target resource establish their profile to the expected profile of the communication trigger according to the routing rules essentially fits. The method of claim 1, wherein for each communication trigger whose previous communication behavior is analyzed in order to derive from it to define the expected profile. The method of claim 1 or 2, wherein the expected profile of the communication trigger depending on its during the Contact communication behavior shown updated accordingly becomes. Method according to at least one of the preceding Expectations, at which the expected profile of the communication trigger in Dependence on predetermined parameters such as in particular origin and / or status the communication trigger, History of contacts and / or business transactions, work processes, processing status of processes, expected and / or queried requirements or requirement profiles, environmental conditions, Products, dealers, Suppliers, contracts, Characteristics, preferences and / or conditions are defined. Method according to at least one of the preceding Expectations, where the profile of each target resource is dependent is updated by the respective circumstances. Method according to at least one of the preceding Expectations, where the profiles of the target resources are dependent of predetermined parameters such as in particular the states and / or Skills the corresponding target resource, status and / or availability the corresponding target resource, the history of the contacts and / or Business transactions, work processes, editing booths of operations, expected and / or queried requirements or requirement profiles, Environmental conditions, products, dealers, suppliers, contracts, properties, preferences and / or conditions are defined. Method according to at least one of the preceding Expectations, in which the routing rules depending on predetermined Parameters such as in particular the origin of the communication trigger, history of contacts and / or business transactions, work processes, editing booths of operations, expected and / or queried requirements or requirement profiles, Environmental conditions, products, dealers, suppliers, contracts, properties, preferences and / or conditions are generated. Method according to at least one of the preceding Expectations, where the routing rules depend on the respective Conditions are updated. Method according to at least one of the preceding Expectations, where the routing rules are static. Method according to at least one of the preceding Expectations, where the routing rules are variable. Method according to at least one of the preceding Expectations, where the routing rules are generated manually. Method according to at least one of the preceding Expectations, in which the routing rules are generated automatically. The method of claim 12, wherein the routing rules by analysis and / or simulation and / or on the basis of predetermined Logics and / or neural functions generated with and / or without restriction become. Computer program for performing a method according to at least one of the preceding claims. Device for controlling communication, in particular a phone call, messaging and / or one Data transmission, between at least one communication trigger and a plurality of Target resources, with - one Establishment of a profile for each target resource - one Rule engine for generating routing rules, - one Device for defining an expected profile of each communication trigger, - one Comparison device for comparing the expected profile of a Contact seeking communication trigger with the profiles of the Available Target resources and - one Control device for establishing a connection between the Communication triggers and the target resource whose profile matches the expected profile of the communication shutter according to the routing rules fits. Apparatus according to claim 15, with an analysis device to analyze the previous communication behavior of each communication trigger, whose Result the facility used to define the expected profile. The apparatus of claim 16, wherein the analyzer is designed to meet the expected profile of the communication trigger his while communication behavior shown updated accordingly. Device according to at least one of claims 15 to 17, in which the facility for defining the expected profile the expected profile of the communication trigger depending on predetermined ones Parameters such as in particular the origin and / or status of the communication trigger, history of contacts and / or business transactions, work processes, editing booths of operations, expected and / or queried requirements or requirement profiles, Environmental conditions, products, dealers, suppliers, contracts, properties, preferences and / or conditions defined. Device according to at least one of claims 15 to 18 in which the facility for defining a profile for each target resource the profile of each target resource depending on the particular one Conditions updated. Device according to at least one of claims 15 to 19, in which the device for defining a particular Profiles for each target resource the profile of target resources depending on predetermined parameters such as in particular the states and / or capabilities the target resources, status and / or availability of the target resources, the history of contacts and / or business transactions, work processes, processing status of operations expected and / or queried requirements or requirement profiles, Environmental conditions, products, dealers, suppliers, contracts, properties, Preferences and / or Conditions defined. Device according to at least one of claims 15 to 20, in which the rule engine depends on routing rules of predetermined parameters such as, in particular, origin of the communication trigger, history of contacts and / or business transactions, work processes, editing booths of operations, expected and / or queried requirements or requirement profiles, environmental conditions, Products, dealers, Suppliers, contracts, Properties and / or conditions created. Device according to at least one of claims 15 to 21, in which the rule engine depends on the routing rules updated by the respective circumstances. Device according to at least one of claims 15 to 22, in which the rule engine generates static routing rules. Device according to at least one of claims 15 to 23, in which the rule engine generates variable routing rules. Device according to at least one of claims 15 to 24, in which the control machine has an input device for manual Has entered routing rules. Device according to at least one of claims 15 to 25, in which the rule engine automatically generates the routing rules. The apparatus of claim 26, wherein the rule engine the routing rules through analysis and / or simulation and / or Based on predetermined logic and / or neural functions with and / or without restriction generated.