Method and system for integrating an interaction management system with a business rules management system

摘要

In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.

主权项

1. A system for processing communication events for a contact center, the system comprising:
processor; memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to:
receive a request to route a communication event, the communication event being associated with a plurality of parameters;determine a routing strategy for the communication event based on the plurality of parameters;transmit, during execution of the routing strategy, a request to execute a rule, wherein in response to the request to execute the rule, a set of facts associated with the communication event are configured to be identified, and a rule appropriate to the set of facts is configured to be executed for outputting a result;determine a routing parameter in response to the output result for routing the communication event according to the routing parameter; and an electronic switch coupled to the processor, the electronic switch configured to distribute the communication event according to the routing parameter.