Interactive Intelligence, Inc.

Jeff H Swartz

Barry Ytuarte

Milan Vrenjak

Jeff Gerardot

A system for implementing a technique for operatively integrating an automatic call distributor and an interactive voice response unit is disclosed. Upon receiving and storing an interaction input from a caller seeking information, the automatic call distributor determines the availability of an agent workstation to respond to the interaction input. The interactive voice response unit provides the caller with access to the information when the automatic call distributor determines an agent workstation is unavailable to respond to the interaction input. The automatic call distributor transmits the interaction input to an appropriate agent workstation whenever that particular agent workstation becomes available to respond to the interaction input.

Method and system for informing callers within a queue

A novel customer interaction center server, and a novel method of operating a customer interaction center server, are disclosed. In one embodiment, a network of nodes (each representing one or more subsystem processes) and dependency relationships (indicating which processes depend on what other processes) is used to start the server, and the processes are monitored. In some of these embodiments, a failure of a particular process in the set of target processes is detected and logged and/or handled by implementing a selective shutdown and restart of only a subset of the processes represented in the network, based on the dependency information therein.

Hierarchical process management in an intelligent call processing system

A novel communication handling system is disclosed. In one embodiment, communication handler process accesses read-only, in-memory copies of data tables from read-write table storage In this embodiment, handler process provides control information to hardware so that hardware performs selected actions, such as playing a recorded message, recording a message from the caller, transferring the call to a particular extension, etc. In other embodiments, communication handler process directs voice, data, or video chat requests delivered via an external network In still other embodiments, the in-memory copies are updated manually and/or automatically. In further embodiments, handler process may perform operations on sets of records from in-memory copies

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Coral Spring, FL, United States of America

Jeff H Swartz