Contact Center Router Segmentation for Routing Intelligence
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Solution Overview
Problem
Sophisticated intelligent routing strategies in contact centers are difficult to design and execute, often leading to processing overloads and performance glitches due to the complexity of current systems.
Innovation Solution
Separating business-oriented logic and pure routing logic into different processing resources, with the application server handling complex business logic processing and the router executing only dynamic routing strategies, allowing for more efficient and intelligent routing without overloading the router.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If sophisticated intelligent routing strategies are implemented in the router, then routing intelligence and flexibility are improved, but processing overload and performance glitches occur
Solution Approach 1:
The patent segments the routing system into two distinct components: the router that handles real-time call routing with simplified logic, and the application server that processes complex business logic. This segmentation allows the router to maintain high processing performance while the application server provides sophisticated routing intelligence through XML strategy files.
Solution Approach 2:
The patent introduces XML strategy files as an intermediary layer between the application server and the router. These files contain pre-compiled routing logic that the router can execute efficiently without processing complex business rules in real-time, thus maintaining both intelligence and performance.
2Adaptability or versatility
If complex business logic processing is performed in the router, then routing intelligence is improved, but system complexity and difficulty of management increase
Solution Approach 1:
The patent extracts complex business logic processing from the router and relocates it to the application server. The router retains only essential routing functions, while the application server handles sophisticated business rules through XML strategy files, thereby reducing router complexity and improving system manageability.
Solution Approach 2:
The patent moves business logic processing to a different dimensional layer (application server) rather than keeping it all within the router. This dimensional separation allows complex logic to be developed, tested, and managed independently from the real-time routing engine.
3Adaptability or versatility
If more sophisticated routing strategies are implemented, then routing flexibility is improved, but error-proneness and qualification requirements increase
Solution Approach 1:
The patent implements preliminary action by pre-compiling and validating routing logic in XML strategy files on the application server before deployment to the router. This allows complex routing strategies to be tested and verified in advance, reducing errors in the real-time routing environment and lowering qualification requirements for implementation.
Data Source
AI summary
An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.