×

Method and apparatus for assigning priorities by applying dynamically-changeable business rules

  • US 7,492,888 B2
  • Filed: 09/24/2002
  • Issued: 02/17/2009
  • Est. Priority Date: 09/24/2002
  • Status: Expired due to Term
First Claim
Patent Images

1. In a transaction processing system, a method for prioritizing and presenting incoming calls routed from callers through a communication network to an agent station having an associated agent, the incoming calls including voice-dialog communication and text-dialog communication, the method comprising the steps of:

  • receiving both voice-dialog and text dialog calls from the communication network;

    determining at least one contact evaluation parameter associated with each call based on external real-world events, the contact evaluation parameter indicating a criteria governing identification of selected business rules, separate and distinct from the contact evaluation parameter, for evaluating priority of the call, said real-world events including a geographic location associated with an origin of the call, and a time period measured from receipt of the call to a time of close of business of the caller;

    applying one or more of the selected business rules to the contact evaluation parameter to generate a priority value corresponding to each call;

    assigning the corresponding priority value to each respective call;

    displaying to the agent an indication of each of the calls based on the assigned priority value; and

    modifying the assigned priority value of the calls dynamically in real-time in response to the real-world events.

View all claims
  • 21 Assignments
Timeline View
Assignment View
    ×
    ×