System and apparatus for pre-routing network events

• US 7,610,347 B2
• Filed: 09/17/2007
• Issued: 10/27/2009
• Est. Priority Date: 02/06/1997
• Status: Expired due to Fees

• Current Assignee: Alcatel-Lucent SA (Nokia Corporation)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Petrovykh, Yevgeniy
• Primary Examiner(s): Meky; Moustafa M
• Application Number:
  US11/856,603
• Publication Number:
  US 20080002822A1
• Time in Patent Office: 771 Days
• Field of Search: 709200-203, 709/206, 709217-227, 709/208, 379/265.02
• US Class Current: 709/206
• 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:

an interface for receiving said electronic communications; and

a mechanism for determining importance of received electronic communications relative to a variable threshold;

wherein communications judged to be of importance above the variable threshold are passed to a routing engine to be routed to a live agent.

2. The system of claim 1 wherein the variable threshold is adjustable based on communication load level.

3. The system of claim 1 wherein communications of a specific type are automatically determined to be below the threshold.

4. The system of claim 1 wherein communications determined to be below the threshold are responded to by an automatic voice recording or an automatic text response.

5. A method for pre-treating incoming electronic communications, comprising steps of:

(a) receiving said electronic communications

(b) determining importance of said communications relative to a variable threshold; and

(c) passing communications determined to be above the threshold to a routing engine to be routed to live agents.

6. The method of claim 5 wherein the variable threshold is adjustable based on communication load level.

7. The method of claim 5 wherein communications of a specific type are automatically determined to be below the threshold.

8. The method of claim 5 wherein communications determined to be below the threshold are responded to by an automatic voice recording or an automatic text response.