System and Apparatus for Pre-Routing Network Events
First Claim
1. A pre-routing software system for treating incoming network events according to event importance prior to agent-level routing in a communication center network comprising:
- 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;
characterized in that the incoming network events are parsed according to a rules set and wherein determination of pre-treatment is made for each event according to the rules set.
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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
20 Claims
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1. A pre-routing software system for treating incoming network events according to event importance prior to agent-level routing in a communication center network comprising:
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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; characterized in that the incoming network events are parsed according to a rules set and wherein determination of pre-treatment is made for each event according to the rules set. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A pre-routing server for determining treatment of incoming network events to a communication-center network prior to agent-level routing comprising:
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at least one input port for receiving the events; at least one communications port for communicating to external and connected systems of the communication-center network; and an instance of pre-routing software for parsing the network events and for determining treatment for each event based on the results of parsing; characterized in that according to importance level of each event as determined through parsing results according to a set of rules, events are either terminated, routed to automated response systems, or routed to communication center agents. - View Dependent Claims (10, 11, 12, 13, 14)
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15. A method for pre-routing network events incoming into a communication-center network according to importance level of each event comprising steps of:
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(a) receiving at least one network event for pre-routing; (b) parsing the event according to a set of rules; (c) determining a treatment option for the event according to results of parsing and application of rules set; and (d) exercising elected treatment option for the event. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification