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ROUTING INBOUND COMMUNICATIONS ACROSS CALL CENTERS AND THE LIKE

  • US 20110255553A1
  • Filed: 04/14/2011
  • Published: 10/20/2011
  • Est. Priority Date: 11/23/2004
  • Status: Active Grant
First Claim
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1. A method of routing communications within a communication management network, the method comprising:

  • monitoring communication routing decision attributes of communication route destinations through data feeds from the communication route destinations at a communication router;

    processing values of the communication routing decision attributes to produce processed communication routing decision attribute values and storing the processed communication routing decision attribute values in a scorecard routing database;

    upon receipt of an indication of an inbound communication, instructing a call controller to route the inbound communication to one of the communication route destinations according to assessed scores of the communication route destinations compiled using the processed communication routing decision attribute values stored in the scorecard routing database.

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