System and apparatus for pre-routing network events
First Claim
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.
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Accused Products
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.
39 Citations
14 Claims
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1. A system for pre-treating incoming electronic communications comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A pre-routing server for determining treatment of incoming electronic communications prior to routing, comprising:
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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. - View Dependent Claims (8, 9)
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10. A method for pre-routing electronic communications incoming into a communication-center network, comprising steps of:
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(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. - View Dependent Claims (11, 12, 13, 14)
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Specification