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Fuzzy-logic routing system for call routing with-in communication centers and in other telephony environments

  • US 6,556,671 B1
  • Filed: 05/31/2000
  • Issued: 04/29/2003
  • Est. Priority Date: 05/31/2000
  • Status: Expired due to Term
First Claim
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1. A computerized routing system for routing communications events to final destinations comprising;

  • a communications routing apparatus for receiving and routing the communications events;

    a system-client interface for accepting input from the communications events upon arrival of the events to the communications routing apparatus, and translation of the input into a needs expression (NE);

    a data repository for storing a capability expression (CE) for at least one communications agent; and

    a software application for performing a fuzzy logic match between NE and CE, and for determining routing destinations for the communications events based on the results of the match.

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