ROUTING INBOUND COMMUNICATIONS ACROSS CALL CENTERS AND THE LIKE
First Claim
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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Accused Products
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.
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Citations
22 Claims
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1. A method of routing communications within a communication management network, the method comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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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. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
- 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
Specification