Telephony control system with intelligent call routing
DCFirst Claim
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1. A communications control system comprising:
- (a) an input for receiving information representing a plurality of characteristics of a respective communication;
(b) a data structure representing characteristics of at least three potential communication targets; and
(c) a processor, for determining a target for a respective communication, based on a combinatorial optimization of available targets, said processor analyzing said received information and said data structure, and outputting the determined available target for association with the respective communication.
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Abstract
A communications system and method, wherein a plurality of communications are received, each having associated classification information, information representing characteristics of at least three potential targets are stored; and an optimum target for each communication based on the communication classification, and target characteristics is determined in a combinatorial optimization. The optimization preferably comprises a cost benefit optimization. Predicted availability of a target may be another optimization factor.
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Citations
21 Claims
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1. A communications control system comprising:
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(a) an input for receiving information representing a plurality of characteristics of a respective communication; (b) a data structure representing characteristics of at least three potential communication targets; and (c) a processor, for determining a target for a respective communication, based on a combinatorial optimization of available targets, said processor analyzing said received information and said data structure, and outputting the determined available target for association with the respective communication. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A communications method comprising:
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(a) receiving a plurality of communications, each having associated classification information; (b) storing information representing characteristics of at least three potential targets; and (c) determining, in a combinatorial optimization, an optimum target for each communication based on the communication classification, and target characteristics. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. A communications method comprising:
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(a) storing multiparametric vectors corresponding to characteristics of a plurality of communications sources; (b) storing multiparametric vectors corresponding to characteristics of at least three possible communications targets; (c) defining at least one optimization criteria; and (c) determining, in a non-trivial combinatorial optimization, a maximum utility pairing of a communications source and a communications target in accordance with the at least one optimization criteria, vectors corresponding to characteristics of a plurality of communications sources, and vectors corresponding to characteristics of at least three possible communications targets.
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Specification