KR101298062B1 - 인터랙션 라우팅 수행을 개선하기 위한 시스템 및 방법들 - Google Patents

인터랙션 라우팅 수행을 개선하기 위한 시스템 및 방법들 Download PDF

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KR101298062B1
KR101298062B1 KR1020117017067A KR20117017067A KR101298062B1 KR 101298062 B1 KR101298062 B1 KR 101298062B1 KR 1020117017067 A KR1020117017067 A KR 1020117017067A KR 20117017067 A KR20117017067 A KR 20117017067A KR 101298062 B1 KR101298062 B1 KR 101298062B1
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routing
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니코레이 아니시모프
비아체슬라프 세이코
비탈리 테리오신
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제네시스 텔레커뮤니케이션즈 래버러토리즈 인코포레이티드
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/10—Architectures or entities
    • H04L65/102—Gateways
    • H04L65/1043—Gateway controllers, e.g. media gateway control protocol [MGCP] controllers
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00—Data switching networks
    • H04L12/28—Data switching networks characterised by path configuration, e.g. LAN [Local Area Networks] or WAN [Wide Area Networks]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L45/00—Routing or path finding of packets in data switching networks
    • H04L45/34—Source routing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1096—Supplementary features, e.g. call forwarding or call holding

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Abstract

인터랙션 라우터는, 기계-판독가능 매체 상에 저장된 라우팅 엔진을 실행하는 컴퓨터화된 서버, 인터랙션 스위칭 소자로부터 정보를 수신하는 서버에서의 인터페이스로서, 정보는 라우팅될 스위칭 소자에서 수신된 인터랙션에 관한 것인, 상기 인터페이스, WAN에 대한 서버에서의 인터페이스, 인터랙션을 위한 라우팅 목적지를 선택하도록 하나 이상의 비지니스-논리 결정들이 내려졌는지 여부를 판정하는 라우팅 엔진의 기능; 및 인터랙션을 라우팅하도록 스위치를 제어하기 위한 기능을 포함한다. 하나 이상의 비지니스-논리 결정들이 내려지면, 라우팅 엔진은 WAN을 통해 원격 서버로부터의 비지니스-논리 결정을 요구하고, 원격 서버로부터 결정을 수신하면, 인터랙션을 라우팅하기 위해 스위칭 소자를 제어하는데 결정을 사용한다.

Description

인터랙션 라우팅 수행을 개선하기 위한 시스템 및 방법들{SYSTEM AND METHODS FOR IMPROVING INTERACTION ROUTING PERFORMANCE}
2005년 12월 22일에 출원된 미국 특허 출원 11/317,105는 관련 출원으로서 본 명세서에서 참조된다.
본원 발명은 인터넷 프로토콜 네트워크 전화(IPNT; Internet Protocol Network Telephony) 시스템들을 포함하는 컴퓨터-전화-통합(CTI; computer-telephony-integrated) 전화 시스템들의 영역 내에 있으며, 특히 통신 센터 내의 복잡한 인터랙션 라우팅의 수행을 개선하기 위한 시스템 및 방법들을 포함한다.
컴퓨터 전화 통합(CTI)은 전화 분야에서 잘 알려져 있으며 그 분야에서 정착되었다. 최신식 통신 기술들을 사용하는 콘택트 센터들은 전형적으로 라우팅 전략들로 불리는 잘 개발된 소프트웨어 루틴들에 따른 인터랙션 라우팅을 실행한다.
순수한 전화 시스템들과 컴퓨터 네트워크들의 통합은, 몇몇은 대중에 잘 알려진 표준들이고 몇몇은 발명자에게 알려져 있고 발명자에 액세스가능한 변환(transformation) 언어들의 진보를 이끌어냈다. 통신 센터 확장형 마크업 언어(CCXML; Communication center extensible markup language) 및 음성 확장형 마크업 언어(VXML; Voice Extensible Markup Language)는 기본 콜 제어 기능들의 표현을 포함하는 라우팅 전략을 표현하는데 사용되는 언어들의 잘 알려진 예들이다.
발명자는 최신식 통신 센터들(CC) 내에서 인터랙션 라우팅 전략들을 표현 및 실행하기 위해 사용되는 다른 XML-기반 언어들을 잘 알고 있으며, 전형적인 CC 애플리케이션은 음성 자동 응답(IVR) 스크립트들, 지능적인 라우팅 전략들, 다양한 콜 제어 시나리오들, 에이전트 스크립팅(agent scripting), 통계 보고, 인터랙션 작업 흐름 처리, 에이전트 레벨 라우팅, 고객 프로파일-관련 라우팅, 발신 콜 지원, 멀티미디어 인터랙션들을 포함할 수 있다. XST(XStrategy)는 발명자에게 알려져 있으며, 기존의 XML-기반 구조들을 포함하지만, 이 기존의 XML-기반 구조들은 보다 복잡한 인터랙션 라우팅 환경들을 위해 개발된 보다 새로운 구조들을 추가함으로써 개선된다.
XST 구조들로 개선된 XML 문서는 .sxml의 파일 확장자를 가지며, 일반적으로 SXML 문서로 규정될 수 있다. XST는 콜 처리들, 우선순위들, 대기 시간, 타임 아웃들, 및 많은 다른 인터랙션 상태들, 변수들, 조건들, 및 명령어들을 특정하기 위해 사용된다. XST는 XML 기본들 또는 다른 저레벨 기술자 언어들로 표현되는 콜 모델들을 전달하기 위한, 발명자들에게 알려진 간단한 매체 제어 프로토콜(SMCP)의 확장으로서 구현될 수 있다.
XST는, 웹 서비스 기술 언어(WSDL) 또는 웹 서비스 흐름 언어(WSFL)로 규정되는 웹 서비스뿐만 아니라 백 엔드 데이터 서비스들(back end data services)과 조합하여 단순 객체 애플리케이션 프로토콜(SOAP) 또는 Xpath 전송 메커니즘들과 함께 사용될 수 있다. 그것은 웹 서비스들용 비지니스 처리 실행 언어(BPEL4WS) 및 XPDL(XML Process Definition Language)와 같은 작업 흐름 관리 언어들로 통합될 수 있다. 기존의 스크립트들에 XST 시작 태그를 닮으로써, 미리규정된 루틴이 실행될 수 있다.
발명자에게 인터랙티브 라우팅 디자이너(interactive routing designer; IRD)로 알려진 툴(tool)은, 일반적으로 또한 발명자에게 알려진 보다 추상적인 인터랙션 라우팅 언어(interaction routing language; IRL)로 변환되는 XML-기반 라우팅 전략들을 그래픽적으로 구성하기 위해 사용된다. XSLT(Extensible Style sheet Language Transformation)는 XST를 바로 추상적인 IRL 또는 IRD XML의 유효한 하위 세트로 변환하기 위해 사용될 수 있다. 예시적인 XST 샘플 스크립트들은 2005.12.22일에 제출된 특허 번호 11/317,105의 발명의 명칭이 "확장형 마크업 언어로 표현된 통신 센터 라우팅 전략들을 구현 및 실행하는 방법"인 미국 출원의 명세서에 설명되어 있다.
고객 인터랙션들을 고객 서비스 대리인들에 라우팅하는 것은 모든 최신의 콘택트 센터의 매우 중요한 기능이다. 전형적인 인터랙션 라우팅은 실행가능한 전략으로 표현되는 라우팅 논리(logic)에 따라 CC 라우터 내에서 실행된다. 라우팅 전략의 흐름은 고객 데이터, 서비스 유형, 콘택트 센터의 동작 상황, 비지니스 정보 등에 관련된 기존의 상태들 및 규칙들에 의해 형성되거나 그들의 영향을 받을 수 있다.
보다 복잡한 전략들은 데이터베이스들로부터의 데이터에 액세스하고 액세스된 데이터를 조작 또는 처리하기 위한 정교한 루틴들을 포함한다. 보다 복잡하고 지능적인 루틴들의 부산물은 이들의 루틴들의 디자인 및 구현에 대한 어려움이 증가한다는 것이다. 이러한 보다 복잡한 라우팅 전략들의 배치 및 실제 런타임 실행이 또한 문제점들 및 해결과제들을 제시한다. 예를 들어, 전형적인 지능적인 라우팅 전략은 수백장의 종이에 복잡한 스파게티 같은 그래픽 형태로 표현될 수 있다. 이들의 루틴들은 매우 에러를 발생시키고, 개발자들로부터의 엄청난 자격 요구사항들에 직면한다.
앞에 언급된 IRD 툴은 그래픽 사용자 인터페이스(GUI) 및 그래픽 체제에 의해 도움을 받는 정교한 라우팅 전략들을 생성하게 한다. IRD 툴은 애플리케이션 및 비지니스 데이터를 포함하는 데이터베이스들과 함께 작업하기 위한 유틸리티들을 포함한다. 그러나, 툴의 언어 능력은 C, C++, C#, 자바 등과 같은 전형적인 애플리케이션 프로그래밍 언어들에 비해 약하다. C#(또는 C-샵)은 마이크로소프트사에 의해 개발된 보다 최근의 C-기반 객체 지향 프로그래밍 언어이다. 현재의 최신식의 라우팅 전략들의 복잡성은 호스트 라우터가, 라우터가 수행하도록 디자인된 순수한 라우팅 기능들로부터 실질적으로 벗어나는 처리들의 영향을 받게 한다. 라우터에 의한 복잡한 비지니스 계산들의 실행은 시스템 오버로드를 일으키고, 결함들을 발생시킨다.
따라서 본 분야에서 필요한 것은 통신 센터 내에서의 인터랙션 라우팅의 수행을 개선하기 위한 시스템 및 방법이다.
앞서 언급된 문제점은, 정교하고 지능적인 라우팅 전략들이 콘택트 센터 내에서의 인터랙션들을 라우팅하는데 바람직하지만, 콘택트 센터 인터랙션들을 라우팅하기 위해 생성된 종래의 체제들은 설계 및 실행하기 어렵고 또한 처리 오버로드들 또는 라우팅 수행에 결함들을 발생시킨다. 따라서 발명자들은 정교하고 지능적인 라우팅을 제공하기 위해 해로울 수 있지만 프로그래밍 에러들, 처리 오버로드들, 또는 결함들에 기여하지 않을 방법으로, 처리 문제점들을 생성하지 않으면서 복잡성을 나타내는 요소들을 찾아내는 라우팅 시스템의 기능 소자들을 생각했었다.
모든 디지털 인터랙션 라우팅 시스템은, 그것의 한 부산물이 특별히 서비스를 위해 큐잉된(queued) 상대적으로 많은 수의 콜들에 대한 라우팅 활동의 고정 흄(hum)인, 라우팅 전략을 포함하는 애플리케이션에 의해 구동된다. 대부분의 이러한 시스템들은 프로세서를 갖는 노드 상에서 실행되는 몇몇의 인터랙티브 콘택트 센터 애플리케이션 및 콜들을 라우팅하기 위한 라우팅 전략들을 동작시키는 라우터 애플리케이션을 사용한다.
발명자들은 발명의 순간에, 상이한 전용 처리 자원들(resources) 및 상이한 디자인 언어들이 특정 이벤트를 라우팅할 목적지 자원에 대한 가장 적합한 결정의 공통적인 목표를 이루기 위해 사용될 수 있도록, 비지니스-지향 논리 및 처리와 순수한 라우팅 논리 및 처리가 분리되면, 보다 효율적으로 실행되고 수행되는 보다 정교하고 지능적인 전반적 전략들이 나타날 수 있다는 것을 깨달았다.
따라서 발명자는 애플리케이션 서버 상에서 수행될 라우팅에서의 결정 및 자원 할당 또는 목적지 매칭을 위한 비지니스 논리 처리에 관련된 보다 복잡하고 정교한 태스크들이 허용된 사용가능한 자원들에 콘택트 센터 이벤트들을 라우팅하기 위한 고유 라우팅 시스템을 구성했고, 오직 순수한 라우팅 논리만을 포함하는 서버에 의해 생성된 동적인 라우팅 전략들을 실행 및 처리하도록 라우터 애플리케이션을 제약했다. 라우터에서의 처리 효율에 장애 없이, 기밀을 라우팅하는 레벨에 상당한 개선이 이루어졌다.
이에 따라, 본원 발명의 한 실시예에서, 기계-판독가능 매체 상에 저장된 라우팅 엔진을 실행하는 컴퓨터화된 서버, 인터랙션 스위칭 소자로부터 정보를 수신하는 서버에서의 인터페이스, 라우팅될 스위칭 소자에서 수신된 인터랙션에 관한 정보, WAN(wide area network)에 대한 서버에서의 인터페이스, 인터랙션에 대한 라우팅 목적지를 선택하도록 하나 이상의 비지니스-논리 결정이 내려졌는지 여부를 판정하는 라우팅 엔진의 기능(function), 및 인터랙션을 라우팅하도록 스위치를 제어하기 위한 기능을 포함하는 인터랙션 라우터가 제공된다. 하나 이상의 비지니스-논리 결정이 내려지면, 라우팅 엔진은 WAN을 통해 원격 서버로부터의 비지니스-논리 결정을 요구하고, 원격 서버로부터 결정을 수신하면, 인터랙션을 라우팅하기 위해 스위칭 소자를 제어하는데 그 결정을 사용한다.
본원 발명의 일 실시예에서, URL(universal resource locator)의 어써션(assertion)을 통해 비지니스 논리 결정이 요구된다. 또한, 일 실시예에서, 하나 이상의 URL이 어써션을 위해 사용가능할 수 있으며, 각각의 URL은 원격 서버에의 비지니스 논리의 서로 다른 부분을 가리킨다. 또한, 몇몇의 실시예들에서, 결정은 확장형 마크업 언어(XML)로 표현된 실행가능한 전략일 수 있다. 이 실시예에서, XML 전략은 인터랙션 라우터에서 파싱(parsing)되고 실행된다.
몇몇의 실시예에서, 인터랙션 스위칭 소자는 컴퓨터 전화 통합(CTI) 콜 스위치일 수 있다. WAN은 본원 발명의 여러 실시예들에서 인터넷일 수 있다. 라우팅 목적지는 라이브 에이전트(live agent), 라이브 에이전트들의 그룹, 또는 자동화된 처리 시스템일 수 있다.
본원 발명의 다른 양태에서, 인터랙션 스위칭 소자들에서 수신된 인터랙션들을 라우팅하는 방법이 제공되고, 이 방법은 단계들 (a) 비지니스 논리 결정을 위한 요청 메시지를 원격 서버에 송신하는 단계; (b) 원격 서버에서, 비지니스 논리 결정을 생성하기 위해 적어도 하나의 규칙에 대하여 수신된 임의의 콜 데이터를 처리하는 단계; (c) 비지니스 논리 결정을 인터랙션 라우터에 다시 송신하는 단계; 및 (d) 인터랙션 라우터에서, 인터랙션을 라우팅하기 위해 비지니스 논리 결정을 파싱하고 실행하는 단계를 포함한다.
본원 발명의 일 실시예에서, 단계 (a)에서, 원격 서버는 WAN에 의해 액세스가능한 애플리케이션 서버이다. 또한, 일 실시예에서, WAN은 인터넷 네트워크일 수 있다. 몇몇의 경우들에서, 비지니스 논리 결정은 기계 판독가능 및 실행가능 XML 전략일 수 있다. 또한, 일 실시예에서, 요청은, 라우팅 전략의 실행 동안 라우터가 URL을 인보킹(invoking)한 결과로서 송신될 수 있다. XML 전략은 XST(Xstrategy), 인터랙티브 라우팅 디자이너(IRD) XML, 또는 인터랙션 라우팅 언어(IRL) 중 하나일 수 있다.
도 1은 이벤트 라우팅에서의 비지니스 및 순수한 라우팅 논리의 통합을 지원하는 원격통신 네트워크의 구조적인 개략도.
도 2는 본원 발명의 실시예에 따른 이벤트 라우팅에서 노드들 간의 인터랙션을 나타내는 인터랙션 흐름도.
도 3은 본원 발명의 실시예에 따른 인입(incoming) 이벤트를 라우팅하는 단계들을 나타내는 처리 흐름도.
발명자들은 통신 센터 내에서의 인터랙션 라우팅의 수행을 개선하기 위한 시스템 및 방법을 제공한다. 이 시스템은, 전용 이벤트 라우터에 의한 처리를 위한 순수한 라우팅 논리를 남기는, 보다 복잡한 비지니스 논리 처리를 돕기 위해 외부 애플리케이션 서버 자원을 사용한다. 본원 발명의 시스템 및 방법들은 다음의 실시예들에서 설명된다.
도 1은 이벤트 라우팅에서의 비지니스 및 순수한 라우팅 논리의 통합을 지원하는 원격통신 네트워크(100)의 구조적인 개략도이다. 원격통신 네트워크(100)는 잘 알려진 공중 교환 전화망(PSTN; 101), 이 예에서 인터넷 네트워크로 라벨링된 WAN(102), 및 이 명세서에서 통신 센터로 또한 불리는 콘택트 센터(CC; 103)를 포함한다.
이 예에서, PSTN(101)이 높은 공중 액세스 특성 및 지리학적인 접근성 때문에 사용된다. 사설 네트워크들 및 무선 네트워크들과 같은 다른 전화 네트워크들이 또한 본원 발명의 취지 및 범위로부터 벗어나지 않으면서 나타내질 수 있다. 전화 스위치(107)는 네트워크 레벨에서 PSTN(101) 내에 도시되며, CTI 링크(104)를 통해 스위치에 접속된 CTI 서버(105)에 의해 컴퓨터 전화 통합(CTI)을 위해 향상된다. 전화 스위치(107)는 이 실시예에서 사설 교환기(private branch exchange switch)이지만, 자동 콜 분배기(automatic call distributer; ACD) 또는 본원 발명의 취지 및 영역으로부터 벗어나지 않는 몇몇의 다른 전화 스위칭 유닛과 같은 몇몇의 다른 스위치 유형일 수 있다.
CTI 서버(105)는 트랜젝션 서비스들(TS) 및 인터랙티브 음성 응답(IVR) 서비스들과 같은 지능적인 주변 서비스들(106)을 스위치(107)에 제공한다. 지능적인 라우팅은 네트워크 레벨의 스위치(107)의 CTI 향상을 통해 네트워크 레벨에서 수행될 수 있다. PBX(107)는 전화 트렁크(telephone trunk; 108)에 의해 통신 센터(103) 내의 전화국 전화 스위치(109)에 접속된다. 이 실시예에서, 스위치(109)는 또한 PBX 스위치이다. PBX(109)는 에이전트 스테이션들(113)(1-n)에 속하는 다수의 에이전트 컴퓨터들이 또한 접속된 LAN(112)으로의 접속을 갖는다.
PBX는 또한 여기서 에이전트 스테이션들(113)(1-n)로 도시된 에이전트 스테이션들에 제공된 복수의 에이전트 전화들로의, 내부 전화 배선(110)을 통한, 접속을 갖는다. 스테이션들(113)(1-n)로부터 동작하는 에이전트들은 각각의 에이전트 컴퓨터들 상에 있는 COST 전화들 또는 인터넷 프로토콜(IP) 전화 애플리케이션들을 사용하여 PBX(109)에 인입하는 전화 콜들에 대답할 수 있다. IP 핸드(hand) 또는 헤드셋(headset) 전화기들이 또한 음성 통신을 위해 제공되고 사용될 수 있다.
PSTN(101) 내의 PBX(107)와 같은 PBX(109)는 CTI 링크(117)에 의해 콜 센터 내의 스위치에 접속된 CTI 서버(114)에 의해 CTI 향상된다. PSTN 내의 CTI 서버(105) 및 콘택트 센터(103) 내의 CTI 서버(114)는 개별적인 데이터 네트워크(111)에 의해 접속된다. CTI 서버(114)는 LAN(112)에 직접적으로 접속된다. CTI 네트워킹을 위한 한가지 목적은, 인입 콜 이벤트들에 대한 데이터가 네트워크 내의 스위치(107)에서 요청되어, 실제 전화 콜 이벤트 전에 에이전트들에게 라우팅될 수 있어, 에이전트들에게 인터랙션들에 대하여 준비할 시간을 주는 것이다. 콘택트 센터 내에 유지되는 다른 현재의 데이터도 또한 전화 콜 이전에 또는 적어도 전화 콜 시간에 액세스되고 에이전트들에게 표현될 수 있는데, 그 현재의 데이터는 비지니스 논리 실행을 요구할 수 있는 몇몇의 라우팅 전략에 따라 검색 및 제공된다. CTI 서버(114)는 TS/IVR(106) 및 네트워크 레벨은 아니지만 센터에서 사용되는 다른 에이전트 레벨 라우팅(ALR) 루틴들의 객체(instance)들을 동작시킬 수 있다.
CTI 라우터(115)는 이 예에서 논리적으로 도시되어 있으며, LAN(112)에 접속된다. 라우터(115)는 예를 들어 컴퓨터 상에서 실행되는 라우터 애플리케이션과 같은, 노드 상에서 실행되는 디지털 애플리케이션일 수 있다. CTI 라우터(115)는 개별적인 기계 상에서 실행되는 대신 CTI 서버(114) 상에서 실행되는 애플리케이션일 수 있다. 설명을 위해, 라우터(115)는 데이터 링크에 의해 LAN(112) 및 CTI 서버(114)에 접속된 전용 노드로 도시된다. 라우터(115)는 CTI 확장 네트워크를 통해 스위치(109)에서 인입하는 모든 콜들 및 몇몇의 경우에는 스위치(107)에서 기다리는 콜들에 대하여 라우팅 전략을 실행하고 라우팅 목적지들을 결정할 책임이 있다.
콘택트 센터 애플리케이션(CC/APP)은 인입 이벤트들을 자동으로 처리하고, 라이브 어시스턴스(live assistance)를 포함하는 사용가능한 콘택트 센터 자원들을, 큐에서 기다리고 있는 발신자들(callers)에 할당한다. 이 예에서, 하나 이상의 CC/APPS가 센터 내의 서로 다른 처리 자원들에 분배된다. 이 예에서, 주요 CC/APP(118a)는 CTI 서버(114) 상에 도시된다. CC/APP(118a)는 예를 들어 스위치(109)에서의 큐에서 기다리고 있는 발신자들과 인터페이스하는 애플리케이션의 주요 부분을 포함한다.
최신식 콘택트 센터에 대하여 작성된 CC/APP는 전형적으로 데이터, 비지니스 상태, 발신자 상태, 또는 센터 내의 규칙들에 연관된 다른 변수들 또는 조건들에 대한 몇몇의 처리에 따라 선택되고 실행될 수 있는 지능적인 라우팅 전략들을 전형적으로 포함한다. 이 예에서, 라우터(115)는 CC/APP(118a)를 실행시키는 CTI 서버(114)에 의해 그것에 송신되는 요청 메시지 또는 라우팅 요청 메시지에 따라 센터 내에서 단지 이벤트들의 순수한 라우팅만을 수행하고, 따라서 단지 순수한 라우팅 논리들(PRL)만을 포함하는 CC/APP(118b)를 포함한다.
바람직한 실시예에서, 라우터(115)는 여기서는 인터넷 백본(123)으로 예시된 인터넷 네트워크(102)로의 네트워크 접속(116)을 갖는다. 인터넷(102)은 고속 네트워크를 통한 강력한 비지니스 처리 및 트랜젝션 능력들을 제공할 목적을 위해 콘택트 센터에 의해 유지되는 사설 인터넷 세그먼트 또는 VPN일 수 있다. 이런 취지로, 애플리케이션/웹 서버(119)가 인터넷 네트워크 백본(123) 상에 제공되고, HTTP(Hypertext Transfer Protocol)을 통해 CC 애플리케이션들을 실행하도록 적응된다. 서버(119)는 CC 데이터를 결과를 내도록 처리하고 결과에 따라 라우팅 전략을 결정하기 위한 비지니스 지향 논리 및 태스크 규정들을 포함하는 CC/APP(BOL)(118c)를 포함한다.
APP 서버(119)는 룰 베이스(rules base; RB; 121) 및 데이터 저장 설비 또는 데이터베이스(DB; 122)를 지원하는 데이터 네트워크(120)에 접속된다. DB(122)는 비지니스 데이터, 고객 데이터, 지불 정보, 또는 다른 비지니스-형 정보를 포함할 수 있고, 서버(119)에 액세스가능하게 유지된다. APP 서버(119)는 비지니스 지향 논리를 CC/APP(1183)의 일부로서 실행하도록 적응된다. 여기서, CC/APP(118a) 및 CC/APP(118b)는 인터랙티브 라우트 디자이너(IRD) 툴과 같은 동일한 툴로 디자인되는 반면, CC/APP(118c)는 C/C++, C#과 같은 보다 정교하고 장기간 사용으로 보증된 서버 애플리케이션 프로그래밍 언어를 사용하여 디자인된다는 것에 주목하는 것이 중요하다.
라우터(115)는 인터넷 프로토콜(IP) 인에이블되고, 서버(119)에 HTTP GET 또는 POST를 발행할 수 있는데, 여기서 서버(119)는 그 후 라우터에 의해 송신되는 요청들에 대응하는 CC/APP BOL(118b)의 자신만의 부분을 실행할 수 있다. 서버(119)는 서버로 하여금 서버에서 실행된 컴퓨팅에 기초한 실행가능한 라우팅 전략들을 동적으로 생성하게 하기 위해 XML 구조의 적절한 단어 및 언어 생성기(도시되지 않음)를 포함한다.
일반적으로 콜이 스위치(109)에 도착하면, CTI 서버(114)는 발신자와 인터랙션하기 위해 주요 CC/APP의 객체를 실행한다. 실행된 CC/APP(주요 부분)(118a)가 라우팅 결정이 내려진, 처리 내의 한 곳으로 오면, 그것은 라우팅 요청을 전용 라우터(115)에 전달한다. 라우터(115)는 오직 순수한 라우팅 논리(PRL)와 거래하는 CC/APP(118b)의 부분을 실행 및 동작시킨다. 순수한 라우팅 논리는 어떠한 복잡한 데이터 처리 또는 데이터베이스들 내에 있는 데이터의 복잡한 액세스 또는 규칙-기반 조작도 포함하지 않는다. 그것은 오직 이벤트를 목적지로 라우팅하기 위한 전략들만을 포함한다. 몇몇의 경우에, 그것은 자동화된 시스템, 또는 라이브 에이전트이고, 이벤트를 성공적으로 라우팅하기 위해 보다 복잡한 처리가 요구되지 않는다.
CTI 라우터(115)는 CC/APP의 순수한 라우팅 논리부를 실행시키는 동안, 이벤트(이 경우에는 콜)에 대한 최종 목적지를 보다 잘 결정하기 위해 보다 더욱 복잡한 처리에 대한 필요성을 규정하는 지점이 PRL 전략 내에서 발생할 수 있다. 처리 중 이러한 지점에, CC/APP(118c)를 시작시키고, DB(122)로부터의 데이터의 검색, RB(121) 내의 협의, 및 출력 또는 결과들을 결정하기 위한 액세스된 데이터의 처리를 요청할 수 있는 몇몇의 규정된 루틴 또는 일련의 태스크들을 수행하기 위해, 라우터(115)는 APP 서버(119)에 HTTP 요청을 송신할 수 있다. 전체 라우팅 전략의 연관된 비지니스 처리 부분에 애플리케이션(웹) 서버(119)에서의 URL이 제공된다. 올바른 URL은 라우터에서 실행되는 전략 내에 포함되고, URL의 인보킹은 HTTP 채널이 라우터와 웹서버 사이를 오픈한다.
서버(119)는 현재의 콜 캠페인 규칙들에 관련된 충분한 정보를 얻기 위한 미리규정된 비지니스 처리 작업흐름과 규정, 및 XML-기반 마크업으로 생성되고 라우터(115)에 다시 송신될 수 있는 XML-기반 실행가능 명령어로 형성된 지능적인 라우팅 전략을 "대충 그때 그때 봐가며(on the fly)" 생성하기 위한 정해진 필요에 따라 적응된다. 발명자들에 의해 전략으로 또한 불리는 실행가능한 명령어는 라우터 상에서 실행되는 CC/APP(118b)로 플러그(plug)되고, 또한 "대충 그때 그때 봐가며" 수신 즉시 파싱되고 실행된다.
선호되는 실시예에서, 서버(119) 상에 있는 CC/APP(118c)는 C/C++, C#, 자바와 같은 표준 프로그래밍 애플리케이션 언어를 사용하여 구성된다. 이 방법에서, 미리결정된 비지니스 논리들에 따른 데이터의 복잡한 실행 및 조작의 처리들은 상이한 처리 시스템 상에서 그 후 이벤트 라우팅에 전용인 것 상에서 수행된다. CC/APP는 상이한 처리 환경들, 다시 말해, 발신자 인터랙션 및 이벤트 라우팅 환경 및 비지니스 처리 환경에 대해서 생성된다.
애플리케이션 서버(119)는 인터랙션을 처리할 최종 목적지 에이전트, 에이전트 그룹 등의 ID(identification)를 포함하는 XML-기반 라우팅 전략을 생성하기 위해 앞에서 더욱 설명한 것처럼 적응된다. 발신자가 큐에서 기다리는 동안, 라우터는 이 전략을 수신하고 즉시 실시간으로 그 전략을 파싱하고 실행한다. 일 실시예에서, 큐 내의 이벤트 마다, 라우터(115)에서 서버(119)로 송신되는 2 이상의 HTTP 요청 및 서버에서 다시 라우터로의 순수한 라우팅 전략들을 포함하는 HTTP 응답들이 있을 수 있다. 그 작업 흐름이 합리적인 것 이상으로 라우터 프로세서에 부담을 줄 수 있는 잘 모르는 데이터 처리가 아니라 라우팅과 관련이 있는 한, 복수의 라우팅 전략들을 포함하는 작업 흐름은 CC 애플리케이션 처리에 통합될 수 있다.
CC(103)는 한쪽 상에서는 LAN(112)에 접속되고 네트워크 측 상에서는 인터넷 백본(123)에 접속된 인터넷 프로토콜 라우터(IPR; 124)를 포함한다. IPR은 센터로 도착하고 센터로부터 송신되어 나오는 멀티미디어 통신들에 대한 게이트웨이로서 동작할 수 있다. CTI 라우터(115)는 또한 인터넷 백본(123)으로의 네트워크 측 접속 및 LAN(112)으로의 센터-측 접속을 가지며, 이메일 라우팅, 메시지 발송, 및 다른 유사한 이벤트들을 위한 디지털 라우터로서 동작할 수 있다. 이 예에서, CC 관리되는 데이터 및 규칙들은 서버(119)에 직접적으로 네트워킹된 인터넷 클라우드 내의 DB(122) 및 RB(121) 내에 포함된다. 그러나, 로컬 서버(LS; 125)는 LAN(112)에 제공 및 접속될 수 있고, DB(126)는 서버에 직접적으로 접속될 수 있다. 일 실시예에서, 서버(119)는 LS(125) 및 DB(126)에 저장된 데이터에 액세스하기 위한 허락(permission)을 가질 수 있다. 비지니스 데이터, 고객 데이터, 규칙들, 및 다른 중요한 데이터들은 센터에 국부적으로 저장될 수 있지만, 웹-기반 애플리케이션 서버에 액세스가능해질 수 있다.
일 실시예에서, 본원 발명의 시스템은, 콘택트 센터 측에서의 인터랙션 라우팅을 보다 효율적이게 하는, 실행가능한 라우팅 전략들을 생성하고 전달하기 위해, 애플리케이션 서버 및 언어 생성기의 추가적인 처리 전력을 제공하는 온라인 제3 공급자에 의해 인에이블된다. 전략들을 생성하기 위해 요구되는 중요한 비지니스 데이터는 국부적으로 저장되고 보다 빠른 액세스를 위해 서비스 네트워크(온라인)에 미러링(mirror)될 수 있다. 제3자 애플리케이션 서버는 또한 본원 발명의 취지 및 영역으로부터 벗어나지 않으면서 국부적으로 데이터에 액세스할 수 있다.
CTI 라우터(115)가 라우팅 전략을 수신하고 실행한 후, 그것은 CTI 서버(114)에 사용된 라우팅 경로를 송신할 수 있는데, 여기서 콜 이벤트가 PBX(109) 대신 PBX(107)의 지점으로부터 라우팅되면, CTI 서버(105)에 경로를 송신할 수 있다.
도 2는 본원 발명의 실시예에 따른 이벤트 라우팅에서 노드들 간의 인터랙션을 도시하는 인터랙션 흐름 차트(200)이다. 차트(200)는 PBX, CTI 서버, 라우터, 애플리케이션 서버, 및 데이터베이스/룰 베이스를 포함하는 라우팅 시스템을 나타낸다.
단계(201)에서, 인입 이벤트 통보가 PBX에서 CTI-서버로 송신된다. CTI-서버는 CC 애플리케이션을 실행하고 발신자(202)와의 인터랙션은 예를 들어 이러한 IVR 처리를 따른다. 처리 포인트(203)는, CTI 서버가 할 수 있는 것 이상의 몇몇 유형의 라우팅이 요구되는 실행되는 애플리케이션 내의 CTI 서버로 온다. CTI 서버는 라우터에 라우트 요청 메시지를 송신하고, 단계(204)에서 라우터는 요청을 응답확인한다.
그 후, 애플리케이션 내에서, 이벤트를 라우팅할 최적의 목적지를 결정하기 위해 추가 정보가 요구되는 처리 포인트(205)에 도착할 때까지, 라우터는 요청에 따라 라우팅 전략을 실행한다. 단계(206)에서, 라우터는 URL에 연관된 HTTP 요청을 애플리케이션 서버에 송신하고, 송신된 요청의 응답확인을 수신한다. URL은 실행되어야 하는 애플리케이션 서버에 이용가능한 비지니스 논리의 부분들을 특정하는데 사용된다. 라우팅 전략이 비지니스 지향 데이터의 처리를 요구할 때마다, 웹 상의 애플리케이션 서버에서의 적절한 비지니스 논리에 처리를 링크시키는 URL이 포함될 것이다.
단계(207)에서, 애플리케이션 서버는 데이터베이스/룰 베이스로부터 데이터 및/또는 규칙들을 검색하고, 처리하기 위한 데이터 및/또는 규칙들을 수신한다. 애플리케이션 서버는 소정의 결과를 가질 때까지 하나 이상의 규칙들에 대하여 데이터를 처리한다. 애플리케이션 서버는 또한 처리 포인트(208)에서 오직 순수한 라우팅 구조들만을 포함하는 동적인 실행가능한 라우팅 전략을 생성한다. 단계(209)에서, 애플리케이션 서버는 HTTP 서버 응답에서 라우터에게 XML 문서의 형태(form)로 전략을 송신하고, 서버는 라우터로부터 확인응답을 수신한다.
처리 포인트(210)에서, 라우터는 이벤트를 처리하기 위한 요구된 자원들을 할당하는 것을 포함하는 라우팅 전략을 실행 및 동작시킨다. 단계(211)에서, 라우터는 사용되는 루트를 다시 CTI 서버에 송신하고, CTI 서버는 루트 정보의 수신을 확인응답한다. 단계(212)에서, CTI 서버는 이벤트를 라우팅하기 위해 스위치에 명령어를 송신하고 PBX에 큐를 송신하고, PBX는 명령어를 확인응답한다. 이 예에서, 순수한 인터랙션 라우팅에 전용이 아닌 모든 처리는 처리 포인트(208)에서 애플리케이션 서버에 의해 수행된다. 결과를 내는 모든 비지니스 측 처리 및 라우팅 전략 생성은 콜 센터 측에 투명하다. 결과의 라우팅 전략들은 라우터에의 CC 애플리케이션으로 플러그되고, 즉시 실행된다. 전체 결과는, 라우팅 시스템에 과부하가 걸리게 하지 않는 방식으로 보다 복잡하고 유연한 인터랙션 라우팅이 일어날 수 있다는 것이다. 또한, 라우터는 더이상 라우팅에 대하여 자원들의 가능성을 확인할 필요가 없는데, 그것이 애플리케이션 서버에 의해 수행되기 때문이다.
도 3은 본원 발명의 실시예에 따른 인입 이벤트를 라우팅하기 위한 단계들(300)을 나타내는 처리 흐름 차트이다. 단계(301)에서, 콜이 PBX 또는 다른 유형의 콜 센터 스위치에 도착하고, 이벤트의 통지가 CTI 서버에 전달된다. 발신자와의 인터랙션을 시작하기 위해, 콘택트 센터 애플리케이션의 객체가 접속된 CTI 서버 상에서 시작된다. 이러한 명령어는 IVR 처리, 콘택트 센터 음성 애플리케이션들 등을 포함할 수 있다.
단계(303)에서, 콜 이벤트가 자동화된 처리를 통해 처리될 수 있는지 여부를 콘택트 센터 애플리케이션이 결정한다. 단계(303)에서, 자동화된 처리가 콜을 처리하는데 사용될 수 있으면, 단계(305)에서 그 처리가 콜을 처리하는데 사용된다. 발신자가 자동화된 처리 노드에 아직 관련되어 있지 않다면, 이 처리는 자동화된 처리 노드에 콜을 라우팅하는 것을 포함할 수 있다. 자동화된 처리는 라이브 오퍼레이터(operator)를 요구하지 않는 임의의 인터랙티브 처리일 수 있다. 단계(305)에서 처리가 시행된 후, 단계(314)에서 그 이벤트에 대한 처리는 종료될 수 있다. 이 경우, 어떠한 특별한 비지니스 논리 또는 처리도 라우팅에 사용되지 않았다. 이 경우, 라우팅 요청 메시지가 불필요했기 때문에, 인터랙션 라우터는 그 특별한 이벤트에 심지어 관련되지 않았을 가능성도 있다.
콜 이벤트가 자동화된 처리를 통해 처리될 수 없다고 콘택트 센터 애플리케이션이 결정하면, 단계(304)에서 콘택트 센터 애플리케이션은 인터랙션 라우터에 루트 요청 메시지를 전달함으로써 라우팅 전략을 요구할 수 있다. 라우터는 그 후 콘택트 센터 애플리케이션 런타임의 확장된 부분으로서 오직 순수한 라우팅 논리만을 포함하는 라우팅 전략을 선택하고 실행할 수 있다. 라우터가 CTI 서버를 지원하는 프로세서로부터 분리된 프로세서에 의해 실제로 지원되는 분산 처리 환경이 존재할 수 있다. 일 실시예에서, 라우터 및 CTI 서버는 같은 프로세서에 의해 지원된다.
자동화된 처리가 이벤트를 처리하는데 사용될 수 없다는 결정은 그 처리 시점 이전에 발신자에 의해 애플리케이션에 제공된 정보 또는 그때 사용가능한 다른 콜 데이터에 의해 결정될 수 있다. 서비스들 및 다른 가능한 요인들에 따라, 라우팅 전략을 실행하는 라우터 상에서 동작하는 콘택트 센터 애플리케이션은 콜에 대한 최적의 처리를 결정하도록 몇몇의 외부 처리가 요구되는 처리 포인트에 도착할 수 있다. 단계(306)에서, 라우터 상에서 동작하는 콘택트 센터 애플리케이션 부분은 사용가능한 콜 데이터에 기초하여 이 결정을 할 수 있다.
단계(306)에서 콜 이벤트를 성공적으로 라우팅하는데 어떠한 외부 처리도 필요하지 않다고 애플리케이션이 결정하면, 단계(307)에서 라우터는 임의의 사용가능한 콘택트 센터 에이전트에 이벤트를 라우팅할 수 있다. 이 경우, 오직 순수한 라우팅 논리만이 실행됐고 사용가능한 에이전트로의 간단한 루트가 사용가능한 콜 데이터에 기초하여 결정된다. 어떠한 복잡한 비지니스 데이터 처리 또는 규칙들 협의도 수행되지 않으며, 따라서 어떠한 제3자 처리 서비스도 요구되지 않는다. 단계(307)에서 라우터가 사용가능한 에이전트에 콜을 연결한 후, 단계(314)에서 그 이벤트에 대해서 처리가 종료될 수 있다.
단계(306)에서, 콜 이벤트를 라우팅하기 위해 외부 처리가 요구된다고 결정되면, 단계(308)에서, 라우터에서 실행되는 순수한 라우팅 논리에 임베딩된 URL을 인보킹함으로써 라우터가 웹-기반 애플리케이션 서버에 접속된다. 명확하게, 라우터에서 실행되는 기존 루틴은, 처리의 그 포인트까지 이끄는 인터랙션 동안 요청된 정보 및 사용가능한 콜 데이터에 기초하여, 이벤트가 외부 처리를 요구한다고 결정한다. 그 후 URL은 이 결정이 내려진 처리의 포인트와 요청을 충족하기 위해 실행될 분산 CC 애플리케이션의 비지니스 논리 부분 사이의 링크이다.
이 실시예에서, 라우터 요청은 HTTP GET 또는 POST 메시지이다. 단계(309)에서, 웹-기반 애플리케이션 서버에서 실행되는 CC 애플리케이션은 요청 내의 URL에 의해 타겟 비지니스 논리를 실행한다. 논리는 데이터베이스 액세스, 고객 및 비지니스 데이터의 조작, 비지니스 규칙들에 대한 협의 등에 대한 태스크들을 포함할 수 있다. 이 비지니스 지향 논리는 애플리케이션 서버 프로그래머에게 사용가능한 임의의 프로그래밍 툴들 및 언어들을 사용하여 생성될 수 있다. 단계(310)에서, 타겟 비지니스 논리를 실행하는 애플리케이션 서버는 소정의 기대되는 결과를 나타내기 위해 미리규정된 비지니스 규칙들에 대하여 요청된 데이터에 액세스하고 그것을 처리한다. 논리는 정확한 처리 시퀀스처럼 매우 광범위할 수 있다.
단계(311)에서, 애플리케이션 서버는 실행가능한 전략을 렌더링하는 마크업 언어 생성기를 사용하여, 몇몇의 확장형 마크업 언어 형태로 라우팅 전략을 생성할 수 있다. 일 실시예에서, 그 형태는 인터랙션 라우팅 언어(IRL)이다. XST(XStrategy) 또는 인터랙티브 라우팅 디자이너(IRD) XML과 같은 다른 형태들도 또한 사용된다. 생성된 라우팅 전략은 단계(312)에서 서버 HTTP 응답으로 라우터에 송신된다. 전략은 인터랙티브 처리의 적절한 곳에 플러그되고, 단계(313)에서 순수한 라우팅 논리로서 라우터에 의해 즉시 파싱되고 실행된다. 이벤트를 처리하기 위한 자원들이 인터랙션을 위해 할당된 후, 단계(314)에서 그 이벤트에 대한 처리는 종료될 수 있다. 물론 이 예에서는 라이브 에이전트인 적절한 자원에 인터랙션을 라우팅하는 CTI 서버 상으로 루트가 전달된다.
전화 라우팅의 당업자는, 라우팅에 대한 규칙들 및 필요성을 결정하는 것을 돕기 위해 의존되는 데이터가 광범위하게 다양할 수 있다는 것을 인식할 것이다. 특정 콜 이벤트에 대한 최종 목적지의 올바른 또는 "가장-적합한" 결정을 내리기 위해 외부 처리가 요구되는 기술-기반 라우팅, 통계-기반 라우팅, 예측형 라우팅, 이력-기반 라우팅, 우선순위-기반 라우팅, 신뢰도-기반 라우팅, 및 다른 지능적인 라우팅 기술들이 관찰될 수 있다. 또한, 이 처리의 변형이 웹 서비스들 및 텍스트 메시지 보내기, 인터랙티브 채팅(chat), 등과 같은 다른 전자 인터랙션 매체에 적용가능할 수 있으므로, 이 처리는 전화 인터랙션에 한정되지 않는다. 일 실시예에서, XML-기반 라우팅 전략들은 웹 상에 생성된 미리-규정된 전략들일 수 있다. 웹-기반 서비스로서 전략을 실행하기 위해, 이 전략들은 콘택트 센터에서 라우팅 애플리케이션으로 플러그될 수 있다.
본원 발명의 시스템의 하나의 핵심 이점은, 라우터가 실행중인 순수한 라우팅 논리에 전용이 될 수 있어, 이에 따라, 임의의 비지니스 또는 고객 데이터를 처리하고 임의의 데이터베이스 또는 룰 베이스들에 액세스하기 위한 임의의 요청이 결여되어 효율성이 향상된다는 것이다. 이 시스템에 대한 또 다른 이점은, 지능적인 라우팅 전략들이 협동하는 시스템들에 의해 대충 그때 그때 봐가며 생성되고(APP 서버) 실행될(라우터) 수 있다는 것이다. 이에 따라서, 인터랙션 시 존재할 수 있는 모든 종류의 상황들과 함께 작업하기 위한 동적인 유연성이 존재하게 된다. 애플리케이션 서버 상에서 실행되도록 라우팅 논리 또는 비지니스 지향 논리(BOL)의 비지니스 부분의 디자인에 따라 라우팅 논리는 보다 정교해질 수 있다. 라우팅의 비지니스 부분의 개발은 라우터 성능 제약들에 한정되지 않는다. 라우터의 수행 레벨은 경로 및 에이전트 할당을 포함하는 순수한 라우팅 논리에 라우터를 전용화시킴으로써 높아질 것이다.
당업자는, 본원 발명의 취지와 영역으로부터 벗어나지 않으면서 언급된 특징을 및 구성요소들 중 몇몇 또는 그들 모두를 사용하는 본원 발명의 분산형 라우팅 시스템이 제공될 것을 인식할 것이다. 또한, 앞서 설명된 실시예들은 본원 발명의 예시이고, 본원 발명은 어떤 한 설명보다 훨씬 큰 영역을 갖는다는 것이 당업자에게 자명할 것이다. 본원 발명의 취지 및 영역으로부터 벗어나지 않으면서, 본 설명 내에서 만들어지는 여러 대안들이 있을 수 있다.
100: 원격통신 네트워크
101: 공중 교환 전화망(PSTN)
102: WAN
103: 콘택트 센터(CC)

Claims (16)

  1. 인터랙션(interaction) 라우터에 있어서,
    인터랙션 스위칭 소자로부터 정보를 수신하는 제 1 인터페이스로서, 상기 정보는 상기 스위칭 소자에서 수신된 라우팅될 인터랙션에 관한 것인, 상기 제 1 인터페이스;
    WAN(wide area network)에 연결된 제 2 인터페이스; 및
    프로세서에 의해 실행되도록 구성된 명령들을 저장하는 기계-판독가능 매체를 포함하고,
    상기 명령들은,
    상기 제 1 인터페이스를 통해 상기 인터랙션을 라우팅하기 위한 요청을 수신하고;
    상기 요청에 응답하여 라우팅 전략을 실행하며, 상기 라우팅 전략은 상기 WAN을 통해 상기 인터랙션 라우터에 연결된 원격 서버에 의해 호스팅되는 비지니스 처리로의 링크를 포함하고;
    상기 라우팅 전략에서의 상기 링크에 응답하여, 상기 링크와 연관된 비지니스 처리를 실행하기 위한 요청을 상기 제 2 인터페이스를 통해 상기 원격 서버에 전송하고, 상기 비지니스 처리의 실행에서, 상기 원격 서버는 규칙 데이터베이스로부터 하나 이상의 비지니스 규칙들의 룩업을 실행하고 하나 이상의 실행가능한 라우팅 명령들을 출력하기 위해 상기 하나 이상의 비지니스 규칙들에 대한 데이터를 처리하도록 구성되고;
    상기 원격 서버로부터 상기 WAN을 통해 상기 실행가능한 라우팅 명령들을 수신하고;
    라우팅 목적지로 상기 인터랙션을 라우팅하기 위해 상기 라우팅 전략의 일부로서 상기 실행가능한 명령들을 실행하는 것을 포함하는, 인터랙션 라우터.
  2. 제 1 항에 있어서,
    상기 링크는 URL(universal resource locator)인, 인터랙션 라우터.
  3. 제 2 항에 있어서,
    상기 URL은 상기 원격 서버에서 비지니스 논리의 상이한 부분들 중 하나를 가리키는(point), 인터랙션 라우터.
  4. 제 1 항에 있어서,
    상기 실행가능한 라우팅 명령들은 XML(extensible markup language)로 표현되는, 인터랙션 라우터.
  5. 제 4 항에 있어서,
    상기 실행가능한 라우팅 명령들을 또한 상기 XML 명령을 파싱(parse)하기 위한 명령을 포함하는, 인터랙션 라우터.
  6. 인터랙션 스위칭 소자에서 수신된 인터랙션을 라우팅하기 위한 방법에 있어서,
    상기 제 1 인터페이스를 통해 상기 인터랙션을 라우팅하기 위한 요청을 수신하고;
    상기 요청에 응답하여 라우팅 전략을 실행하며, 상기 라우팅 전략은 상기 WAN을 통해 상기 인터랙션 라우터에 연결된 원격 서버에 의해 호스팅되는 비지니스 처리로의 링크를 포함하고;
    상기 라우팅 전략에서의 상기 링크에 응답하여, 상기 링크와 연관된 비지니스 처리를 실행하기 위한 요청을 상기 제 2 인터페이스를 통해 상기 원격 서버에 전송하고, 상기 비지니스 처리의 실행에서, 상기 원격 서버는 규칙 데이터베이스로부터 하나 이상의 비지니스 규칙들의 룩업을 실행하고 하나 이상의 실행가능한 라우팅 명령들을 출력하기 위해 상기 하나 이상의 비지니스 규칙들에 대한 데이터를 처리하도록 구성되고;
    상기 원격 서버로부터 상기 WAN을 통해 상기 실행가능한 라우팅 명령들을 수신하고;
    라우팅 목적지로 상기 인터랙션을 라우팅하기 위해 상기 라우팅 전략의 일부로서 상기 실행가능한 명령들을 실행하는 것을 포함하는, 인터랙션을 라우팅하기 위한 방법.
  7. 삭제
  8. 제 6 항에 있어서,
    상기 WAN은 인터넷 네트워크인, 인터랙션을 라우팅하기 위한 방법.
  9. 제 6 항에 있어서,
    상기 방법은 인터랙티브 음성 응답 결과에 따라 실행되는, 인터랙션을 라우팅하기 위한 방법.
  10. 삭제
  11. 제 6 항에 있어서,
    상기 비지니스 처리는 상기 실행가능한 명령들을 규정하는 언어와 상이한 제 1 프로그래밍 언어를 통해 규정되는, 인터랙션을 라우팅하기 위한 방법.
  12. 제 11 항에 있어서,
    상기 실행가능한 언어는 XML로 표현되는, 인터랙션을 라우팅하기 위한 방법.
  13. 제 1 항에 있어서,
    상기 비지니스 처리는 상기 실행가능한 명령들을 규정하는 언어와 상이한 제 1 프로그래밍 언어를 통해 규정되는, 인터랙션 라우터.
  14. 제 13 항에 있어서,
    상기 실행가능한 언어는 XML로 표현되는, 인터랙션 라우터.
  15. 제 1 항에 있어서,
    상기 라우팅 명령들은 상기 하나 이상의 비지니스 규칙들에 대한 데이터의 처리에 응답하여 동적으로 생성되는, 인터랙션 라우터.
  16. 제 1 항에 있어서,
    상기 비지니스 처리는 고객 콘택트 센터를 위한 현재의 콜 캠페인에 관한 것인, 인터랙션 라우터.
KR1020117017067A 2008-12-22 2009-12-17 인터랙션 라우팅 수행을 개선하기 위한 시스템 및 방법들 KR101298062B1 (ko)

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US9008075B2 (en) 2015-04-14
US20140379936A1 (en) 2014-12-25
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