System and method for client interaction application integration

摘要

A system for integration of client interaction technologies, comprising a plurality of resource managers, each comprising at least a software component operating and stored on a computing device; a plurality of resources, each comprising at least an interactive element; a monitoring service, comprising at least a software service operating and stored on a computing device; and a callback cloud, comprising at least a plurality of contact agents; wherein the monitoring service tracks resource status; further wherein upon receiving an interaction request the resource managers handle the request according to known resource information; and further wherein the callback cloud responds to at least a plurality of received interaction requests.

主权项

1. A system for integration of client interaction technologies, comprising:
a plurality of resource managers, each comprising at least a software service operating in a processor of and stored in a memory of a first network-connected computing device; a plurality of resources, each comprising at least a second network-connected computing device; a monitoring service, comprising at least a software service operating in a processor of and stored in a memory of a third network-connected computing device; and a callback cloud configured to provide voice callback services on demand; wherein a first resource manager receives an interaction from a device via a network; wherein each of the plurality of resources periodically reports its status to the monitoring service via the network; wherein the monitoring service determines a current status and an expected availability of each of the plurality of resources based at least in part on status reports received by the monitoring service from the respective resources; wherein the first resource manager sends an interactive indicia based at least in part on an identifier of a user associated with the interaction and comprising at least information sufficient to enable callback requests to be made to the callback cloud; wherein the callback cloud receives a first callback request based at least in part on information sent by the first resource manager in the interactive indicia and the expected availability of resources determined by the monitoring service; and further wherein the callback cloud generates a callback in response to the first callback request; wherein the callback cloud comprises:
an application server operated by a callback cloud;a media server accessible via the network by the application server;a session management server coupled to the media server;an interaction manager software module operating on the session management server; andan intent analysis engine software module operating on the session management server; anda callback cloud database;wherein the application server is configured to receive registrations from participating callback providers unaffiliated with the callback service provider, the registrations providing at least a plurality of channels and endpoints from which callbacks may be placed and a plurality of rules regarding when callbacks may be made;wherein the application server is configured to receive a callback request from a first user, the callback request comprising at least an indicia of a specific callback provider from whom a callback is requested, an indicia of when a requested callback should be made, and an indicia of allowable media types for a requested callback;further wherein, upon receiving a callback request, the application server directs the callback request to the interaction manager, and the interaction manager sends at least a first plurality of data elements pertaining to the callback request to the intent analysis engine and receives from the intent analysis engine a second plurality of data elements pertaining to the callback request, the second plurality of data elements being determined based at least on an analysis of the intent of the callback request; andwherein the interaction manager directs the session management server to initiate a first callback at a specific time and using a specific channel and resource based at least on the second plurality of data elements, and the session management server provides signaling to the media server to conduct the first callback using the specific channel and resource specified by the interaction manager.