Method and apparatus for managing communications and for creating communication routing rules
First Claim
Patent Images
1. A method for managing communication c comprising the steps of:
- receiving a communication;
assigning one or more of a plurality of predetermined values to each of one or more of a plurality of predetermined characteristics relating to the communication;
selecting a destination based on the values assigned in said assigning step; and
transferring the communication to the destination selected in said selecting step.
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Accused Products
Abstract
A method and apparatus for managing communication, such as telephone calls. One or more of a plurality of predetermined values are assigned to each of one or more of a plurality of predetermined characteristics relating to a received communication. A destination is selected based on the assigned values and the communication is routed to the selected destination. Scripts can be generated to route the communication to a specified device of the destination.
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Citations
65 Claims
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1. A method for managing communication c comprising the steps of:
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receiving a communication;
assigning one or more of a plurality of predetermined values to each of one or more of a plurality of predetermined characteristics relating to the communication;
selecting a destination based on the values assigned in said assigning step; and
transferring the communication to the destination selected in said selecting step. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 33, 34)
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26. A method for classifying a communication comprising:
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analyzing the content of the communication;
applying the content of the communication to a characteristic matrix;
assigning a predetermined value to each characteristic in the matrix classifying the communication based on the structure of the matrix. - View Dependent Claims (27, 28, 29, 30, 31, 32, 35, 36, 37, 38, 39, 40, 41)
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42. A computer readable media having instructions recorded thereon for managing communications, said instructions comprising:
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instructions for prompting a user to assign one or more of a plurality of predetermined values to each of one or more of a plurality of predetermined characteristics relating to a received communication;
instructions for selecting a destination based on the values assigned in said assigning step; and
instructions for transferring the call to the call destination. - View Dependent Claims (43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62)
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63. A method of managing communications comprising:
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ascertaining the meaning of at least a portion of the communication;
applying a translational language to the meaning;
selecting a destination based on the results of said applying step; and
transferring the communication to the destination. - View Dependent Claims (64, 65)
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Specification