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System and Methods for Improving Interaction Routing Performance

  • US 20100157979A1
  • Filed: 12/22/2008
  • Published: 06/24/2010
  • Est. Priority Date: 12/22/2005
  • Status: Active Grant
First Claim
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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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