System and apparatus for pre-routing network events

• US 20020087648A1
• Filed: 02/19/2002
• Published: 07/04/2002
• Est. Priority Date: 02/06/1997
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Petrovykh, Yevgeniy
• Granted Patent: US 7,272,627 B2
• Time in Patent Office: Days
• 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 pre-routing software system for treating incoming network events according to event importance prior to agent-level routing in a communication center network comprising:

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;

characterized in that the incoming network events are parsed according to a rules set and wherein determination of pre-treatment is made for each event according to the rules set.

2. The system of claim 1 wherein the communication-center network comprises two or more communication centers linked for communication and wherein the pre-routing is performed in the network.

3. The system of claim 1 wherein the communication-center network is internal to a single communication center and the pre-routing is performed within the communication center.

4. The system of claim 1 wherein the communication-center network is internal to a single communication center and a pre-routing is performed externally from the communication center.

5. The system of claim 1 wherein network events 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.

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

7. 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.

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

9. A pre-routing server for determining treatment of incoming network events to a communication-center network prior to agent-level routing comprising:

at least one input port for receiving the events;

at least one communications port for communicating to external and connected systems of the communication-center network; and

an instance of pre-routing software for parsing the network events and for determining treatment for each event based on the results of parsing;

characterized in that according to importance level of each event as determined through parsing results according to a set of rules, events are either terminated, routed to automated response systems, or routed to communication center agents.

10. The server of claim 9 wherein the communication-center network comprises two or more communication centers linked for communication and wherein the pre-routing is performed in the network.

11. The server of claim 9 wherein the communication-center network is internal to a single communication center and the pre-routing is performed within the communication center.

12. The server of claim 9 wherein the communication-center network is internal to a single communication center and a pre-routing is performed externally from the communication center.

13. The server of claim 9 wherein network events 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.

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

16. The method of claim 15 wherein in step (a) the network event 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.

17. The method of claim 15 wherein in step (b) the set of rules is predefined and applies to all events.

18. The method of claim 15 wherein in step (b) a set of rules pertains to specific media type.

19. The method of claim 15 wherein in step (b) the set of rules is dynamic.

20. The method of claim 15 wherein in step (c) the treatment options include dropping the event, routing the event to an automated system, or routing the event to a live agent.

15. A method for pre-routing network events incoming into a communication-center network according to importance level of each event comprising steps of:

(a) receiving at least one network event for pre-routing;

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

(c) determining a treatment option for the event according to results of parsing and application of rules set; and

(d) exercising elected treatment option for the event.