System and apparatus for pre-routing network events

• US 7,272,627 B2
• Filed: 02/19/2002
• Issued: 09/18/2007
• Est. Priority Date: 02/06/1997
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Petrovykh, Yevgeniy
• Primary Examiner(s): Meky; Moustafa
• Application Number:
  US10/079,328
• Publication Number:
  US 20020087648A1
• Time in Patent Office: 2,037 Days
• Field of Search: 709205-207, 709200-204, 709217-227, 709/238, 709/240, 37926501- 26
• US Class Current: 709/201
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: H04L 45/00 Routing or path finding of packets in data switching networks routing or path finding in wireless networks H04W40/00
• CPC Class Codes: H04L 45/306 Route determination based on the nature of the carried application
• CPC Class Codes: H04L 45/308 Route determination based on user's profile, e.g. premium users
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04L 51/226 Delivery according to priorities
• CPC Class Codes: H04M 2201/50 Telephonic communication in combination with video communication
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components
• CPC Class Codes: H04M 7/0054 where the data service is an electronic mail service
• CPC Class Codes: H04N 7/148 Interfacing a video terminal to a particular transmission medium, e.g. ISDN

Abstract

A pre-routing software system for treating incoming network events according to event importance prior to agent-level routing in a communication center network is disclosed. The system includes at least one network interface for receiving incoming events, a parsing engine for parsing electronic messages and documents, at least one communication interface for enabling communication with connected routing, queuing, and automated response systems, and a determination module for determining pre-treatment of received events. In preferred application, incoming network events are parsed according to a rules set and determination of pre-treatment is made for each event according to the rules set. In some embodiments, the system is used in conjunction with one or more virtual, priority-based queuing systems.

Claims

1. A system for pre-treating incoming electronic communications comprising:

at least one interface for receiving said electronic communications;

a parsing engine for parsing information included with and/or related to said electronic communications;

at least one interface for communicating with connected routing, queuing, and automated response systems and a data repository storing data regarding agents, including at least availability and skills; and

a determination module including a rule set for determining pre-treatment of said received electronic communications;

characterized in that the incoming electronic communications are parsed according to the rules set determining at least agent skill required for response.

2. The system of claim 1 wherein the system accesses the data repository and uses the data regarding agents to select an available agent of appropriate skill to whom to route the electronic communication.

3. The system of claim 1 wherein the electronic communications comprise e-mail, instant messages, electronic faxes, electronic documents, Internet protocol telephony events, automated transfer machine events, Internet protocol video-enhanced events, and electronic notifications of connection-oriented-switched-telephony events.

4. The system of claim 1 wherein the queuing system is a virtual queuing system.

5. The system of claim 1 wherein the automated response systems include an automated fax system, and automated e-mail system, and an automated interactive-voice-response system.

6. The system of claim 1 wherein pre-treatment options include dropping the communication, routing to an automated response system, and routing to a live agent.

7. A pre-routing server for determining treatment of incoming electronic communications prior to routing, comprising:

at least one input port for receiving the electronic communications;

at least one communications port for communicating to external and connected systems of, including a data repository storing agent availability and skills; and

an instance of pre-routing software for parsing the electronic communications according to a rule set and for determining treatment for each communication based on the result;

characterized in that according to the result of parsing communications are either terminated, routed to automated response systems, or routed to agents having appropriate skills to respond.

8. The server of claim 7 wherein electronic communications include e-mail, instant messages, electronic faxes, electronic documents, Internet protocol telephony events, automated transfer machine events, Internet protocol video-enhanced events, and electronic notifications of connection-oriented-switched-telephony events.

9. The server of claim 7 wherein the automated response systems include an automated fax system, and automated e-mail system, and an automated interactive-voice-response system.

10. A method for pre-routing electronic communications incoming into a communication-center network, comprising steps of:

(a) receiving at least one electronic communication for pre-routing;

(b) parsing the communication according to a set of rules;

(c) determining whether the communication should be routed to a live agent; and

(d) if response by a live agent is indicated, accessing information from a data repository storing date regarding agents, to select an agent of an appropriate skill level to respond.

11. The method of claim 10 wherein in step (a) the electronic communication is one of an e-mail, instant messages, electronic fax, electronic document, Internet protocol telephony event, automated transfer machine event, Internet protocol video-enhanced event, or an electronic notification of a connection-oriented-switched-telephony event.

12. The method of claim 10 wherein in step (b) the set of rules is predefined and applies to all events.

13. The method of claim 10 wherein in step (b) a set of rules pertains to specific media type.

14. The method of claim 10 wherein in step (b) the set of rules is dynamic.