System and Methods for Improving Interaction Routing Performance
First Claim
1. An interaction router, comprising:
- a computerized server executing a routing engine stored on a machine-readable medium;
an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed;
an interface at the server to a wide area network (WAN);
a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction; and
a function for controlling the switch to route the interaction;
wherein, if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.
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Accused Products
Abstract
An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.
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Citations
20 Claims
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1. An interaction router, comprising:
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a computerized server executing a routing engine stored on a machine-readable medium; an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed; an interface at the server to a wide area network (WAN); a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction; and a function for controlling the switch to route the interaction; wherein, if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method for routing an interaction received at an interaction switching element comprising the steps of:
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(a) sending a request message to a remote server for a business logic determination; (b) at the remote server, processing any call data received against at least one rule to generate a business logic determination; (c) sending the business logic determination back to the interaction router; and (d) at the interaction router, parsing and executing the business logic determination to route the interaction. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification