System and Apparatus for Pre-Routing Network Events
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Abstract
A pre-routing software system for treating incoming network events according to event importance prior to agent-level routing in a communication center network is disclosed. The system includes at least one network interface for receiving incoming events, a parsing engine for parsing electronic messages and documents, at least one communication interface for enabling communication with connected routing, queuing, and automated response systems, and a determination module for determining pre-treatment of received events. In preferred application, incoming network events are parsed according to a rules set and determination of pre-treatment is made for each event according to the rules set. In some embodiments, the system is used in conjunction with one or more virtual, priority-based queuing systems.
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Citations
25 Claims
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1-20. -20. (canceled)
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21. A system for pre-treating incoming electronic communications comprising:
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an interface for receiving said electronic communications; and
a mechanism for determining importance of received electronic communications relative to a variable threshold;
wherein communications judged to be of importance above the variable threshold are passed to a routing engine to be routed to a live agent.
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25. A method for pre-treating incoming electronic communications, comprising steps of:
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(a) receiving said electronic communications;
(b) determining importance of said communications relative to a variable threshold; and
(c) passing communications determined to be above the threshold to a routing engine to be routed to live agents.
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Specification