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

• Current Assignee: Broadsoft Incorporated (Cisco Systems, Inc.)
• Original Assignee: Transera Communications Incorporated (Cisco Systems, Inc.)
• Inventors: Bobba, Ramesh, Uppaluru, Prem, Mishra, Arnab, Vukkadala, Gaya, Sundaram, Mukesh
• Granted Patent: US 8,824,655 B2
• Time in Patent Office: Days
• US Class Current: 370/429
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

Communications within a communication management network are routed according to a dynamic scorecard routing method in which communication routing decision attributes of communication route destinations are monitored through data feeds from the communication route destinations at a communication router. Values of the communication routing decision attributes are processed to produce processed attribute values and these processed attribute values are stored in a scorecard routing database. Thereafter, upon receipt of an indication of an inbound communication, a call controller is instructed 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.

Claims

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.

2. The method of claim 1, wherein the assessed scores of the communication route destinations comprise weighted cumulative scores of the communication route destinations.

3. The method of claim 1, wherein the assessed scores of the communication route destinations comprise scores compiled using normalized comparisons of like metrics for the communication route destinations.

4. The method of claim 1, wherein the assessed scores of the communication route destinations comprise scores compiled using prioritized lists of attributes for the communication route destinations.

5. The method of claim 1, wherein the assessed scores of the communication route destinations comprise scores compiled using prioritized and weighted lists of attributes for the communication route destinations.

6. The method of claim 1, wherein the scorecard routing database comprises a table in which the communication route destinations are reflected in individual columns of the table, and the communication routing decision attributes of the communication route destinations are reflected in individual rows of the table.

7. The method of claim 1, wherein the communication routing decision attributes are pre-defined by a user.

8. The method of claim 1, wherein processing values of the communication routing decision attributes comprises normalizing the values.

9. The method of claim 1, wherein the data feeds from each communication routing destination are provided to attribute-specific feed adapters that then create the processed values communication routing decision attributes used to populate the scorecard routing database.

10. The method of claim 9, wherein each attribute-specific feed adapter is associated with a respective attribute for a subject communication routing destination

11. The method of claim 9, wherein each attribute-specific feed adapter is associated with a common attribute across multiple routing destinations.

12. A call management device, comprising a processor and a computer-readable storage medium coupled to the processor, the computer-readable storage medium storing computer-executable instructions for routing inbound calls received at a point-of-presence (POP), said instructions, when executed by the processor, causing the processor to monitor communication routing decision attributes of communication route destinations through data feeds from the communication route destinations at a communication router;

process 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; and

, upon receipt of an indication of an inbound communication, instruct a call controller communicatively coupled to the POP 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.

13. The call management device of claim 12, wherein the assessed scores of the communication route destinations comprise weighted cumulative scores of the communication route destinations.

14. The call management device of claim 12, wherein the assessed scores of the communication route destinations comprise scores compiled using normalized comparisons of like metrics for the communication route destinations.

15. The call management device of claim 12, wherein the assessed scores of the communication route destinations comprise scores compiled using prioritized lists of attributes for the communication route destinations.

16. The call management device of claim 12, wherein the assessed scores of the communication route destinations comprise scores compiled using prioritized and weighted lists of attributes for the communication route destinations.

17. The call management device of claim 12, wherein the scorecard routing database comprises a table in which the communication route destinations are reflected in individual columns of the table, and the communication routing decision attributes of the communication route destinations are reflected in individual rows of the table.

18. The call management device of claim 12, wherein the communication routing decision attributes are pre-defined by a user.

19. The call management device of claim 12, wherein values of the communication routing decision attributes are normalized.

20. The call management device of claim 12, wherein the data feeds from each communication routing destination are provided to attribute-specific feed adapters that then create the processed values communication routing decision attributes used to populate the scorecard routing database.

21. The call management device of claim 20, wherein each attribute-specific feed adapter is associated with a respective attribute for a subject communication routing destination

22. The call management device of claim 20, wherein each attribute-specific feed adapter is associated with a common attribute across multiple routing destinations.