Other

Interactive Intelligence Group, Inc.

Greeneden U.S. Holdings Ii, LLC

Genesys Cloud Services Holdings Ii, LLC

Richard M Neidermyer

Felix Immanuel Wyss

Kevin Elliott King

David Johnston Lynch

Jon C Melnik

A system and method are presented for on premises and offline survivability of an interactive voice response system in a cloud telephony system. Voice interaction control may be divided from the media resources. Survivability is invoked when the communication technology between the Cloud and the voice interaction's resource provider is degraded or disrupted. The system is capable of recovering after a disruption event such that a seamless transition between failure and non-failure states is provided for a limited impact to a user's experience. When communication paths or Cloud control is re-established, the user resumes normal processing and full functionality as if the failure had not occurred.

System and method for offline survivability

A system and method are presented for on premise and offline survivability of an interactive voice response system in a cloud telephony system. Voice interaction control may be divided from the media resources. Survivability is invoked when the communication technology between the Cloud and the voice interaction's resource provider is degraded or disrupted. The system is capable of recovering after a disruption event such that a seamless transition between failure and non-failure states is provided for a limited impact to a user's experience. When communication paths or Cloud control is reestablished, the user resumes normal processing and full functionality as if the failure had not occurred.

A system and method are presented for analysis of a connection comprising a communication provider and a remote device. Known timing conditions may be used in the analysis to eliminate the impact of analysis delay on the contacted party flow. A point in time may be determined at which a live answer is no longer expected and an answering service answer may be expected using several factors. These factors comprise the routing time to/from the originating provider to a secondary provider as well as the time that the secondary provider alerts before transferring to a voice message service. Live answer determination may be categorized prior to the indication of a far-end connection and before the application of any media analysis routines.

System and method for communication provider and remote device connection analysis

A system and method are presented for language specific routing. Language assignment may be used to efficiently route inbound interactions in a contact center. The inbound interaction's original location may be determined and assigned a language based on the location of the interaction. The interaction is assigned a language tag that can be referenced throughout routing. The interaction may be routed to the appropriate endpoints within the system based on the language tag.

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Lititz, PA, United States of America

Richard M Neidermyer