Systems and methods consistent with the invention relate to automated business and service dialing. According to one exemplary embodiment, a business dialing system is disclosed. The system includes a memory configured to store a plurality of business objects containing phone numbers corresponding to a plurality of business entities. The system further includes a user input device configured to detect key presses. The system also includes a processor coupled to the user input device and the memory. The processor is configured to generate a key sequence and a number sequence based on the detected key presses. The processor is further configured to search the memory for business objects corresponding to the key sequence. The system further includes a display device configured to display the number sequence and the business objects. The user input interface is further configured to detect a selection of a business object, among the business objects, or a dial command. The processor is configured to perform an action associated with the selected business object if the selection of the business object is detected, and dial the number sequence as a phone number if the dial command is detected.

The customization of a communication pipelines having multiple stages. For each stage, a set of agent(s) is/are identified as available for adding to that stage. Furthermore, any stages that already have an agent assigned are identified. In response to receiving a user selection of an agent to be assigned to a particular stage, that does not already have an agent assigned, the selected agent is assigned to the stage. An enforcement agent enforces that there be only one agent assigned at most to each stage. Assignments of agents are made per stage. This allows the functionality of the agent to be simplified more towards augmenting the functionality of the stage. Accordingly, the logic of the agent is simplified, thereby making it more likely that there will be a healthy quality of agents available to select from for each stage.

A system and method for translating a coding language for graphical scripts used by a communication routing system into a preferred language. The original script files are received, and translation and validation rules are applied to produce translated script files. The coding language may be translated into an intermediate language which may be translated into the preferred language. A cross-reference and nodes resource is queried to gather associated contextual information for understanding and analyzing the translated script files. The translated script files and the associated contextual information are stored in a database. Thereafter, in response to a query from a user, the database is searched for information of interest from the translated script files, and the information is reported. In one possible application, the technology facilitates performing a path analysis of an individual call flow in which all possible outcomes of a communication are determined from initiation to completion.

The customization of a communication pipelines having multiple stages. For each stage, a set of agent(s) is/are identified as available for adding to that stage. Furthermore, any stages that already have an agent assigned are identified. In response to receiving a user selection of an agent to be assigned to a particular stage, that does not already have an agent assigned, the selected agent is assigned to the stage. An enforcement agent enforces that there be only one agent assigned at most to each stage. Assignments of agents are made per stage. This allows the functionality of the agent to be simplified more towards augmenting the functionality of the stage. Accordingly, the logic of the agent is simplified, thereby making it more likely that there will be a healthy quality of agents available to select from for each stage.

A data aggregation service is configured to minimize the number of service calls made to network services. The data aggregation service might be configured to cache objects returned in response to service calls to network services in a shared data object. A hash of the input values in the service calls to the network services may be utilized to determine whether an object referenced by the cache can be utilized instead of making another service call. The data aggregation service might also be configured to utilize change tracking to determine when calls are to be made to dependent services. The data aggregation service might also be configured to utilize data-specific time to live (TTL) values, to allow network services to specify the data they are interested in at a granular level, and/or to perform automated optimization of TTL values. Other optimizations might also be implemented by the data aggregation service.

An electronic device displays a first row of graphical representations, each corresponding to a context element of a route sequence map of a first user. The route sequence map includes context elements organized in a hierarchical structure, each context element having one or more property values specifying an action to be performed by the server or a link to one or more child context elements in the hierarchical structure. In response to a selection of a first graphical representation from the first row, a first message having at least a first identifier (ID) of the first graphical representation is transmitted to the server. A second message is received from the server in response to the first message, the second message including data identifying a second row of context elements of the route sequence map. The second row is displayed as a child row to the first row.