Method and apparatus for managing communications and for creating communication routing rules

• US 20030059016A1
• Filed: 09/21/2001
• Published: 03/27/2003
• Est. Priority Date: 09/21/2001
• Status: Active Grant

• Current Assignee: Palo Alto Networks Incorporated
• Original Assignee: Talkflow Systems LLC
• Inventors: Lee, Dennis K., Lowrey, Brian, Lieberman, Eric, Kirk, Randal J., Kirk, Julian P., Nance, William P., Grogan, Joanne, Grayson, Michael H.
• Granted Patent: US 6,912,272 B2
• Time in Patent Office: Days
• US Class Current: 379/201.03
• CPC Class Codes: B07C 3/00 Sorting according to destination collating the pages of a book B42C1/00
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass

Abstract

A method and apparatus for managing communication, such as telephone calls. One or more of a plurality of predetermined values are assigned to each of one or more of a plurality of predetermined characteristics relating to a received communication. A destination is selected based on the assigned values and the communication is routed to the selected destination. Scripts can be generated to route the communication to a specified device of the destination.

Claims

1. A method for managing communication c comprising the steps of:

receiving a communication;

assigning one or more of a plurality of predetermined values to each of one or more of a plurality of predetermined characteristics relating to the communication;

selecting a destination based on the values assigned in said assigning step; and

transferring the communication to the destination selected in said selecting step.

2. The method as recited in claim 1, wherein said transferring step further comprises:

routing the communication to a specified device of the destination based on predetermined scripts relating to the schedule of the destination.

3. A method as recited in claim 1, wherein said selecting step comprises applying the values to one or more predefined rules, determining one of said rules that corresponds to the values, and determining a destination of said one of said rules.

4. The method as recited in claim 1, wherein said assigning step comprises:

prompting an operator to select one or more values for each characteristic.

5. The method as recited in claim 1, further comprising the steps of:

generating a plain-language statement based on the values assigned in said assigning step; and

displaying the plain-language statement.

6. The method as recited in claim 5 further comprising the steps of:

assigning one or more devices to the destination;

inputting schedule data for the destination to create a script; and

wherein said transferring step further comprises, transferring the communication to one or more of the devices based on the script.

7. The method as recited in claim 6 wherein the devices comprise at least one of a phone, a facsimile machine, a voice mail system, an e-mail system, and a pager.

8. The method as recited in claim 6 wherein said inputting step comprises importing from an external scheduling system.

9. The method as recited in claim 1, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to the characteristic of status.

10. The method as recited in claim 9, wherein the predetermined values are “

prospect” and

“

established.”

11. The method as recited in claim 1, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to the characteristic of class.

12. The method as recited in claim 11, wherein the predetermined values are “

customer”

, “

vendor”

, “

employee”

, “

fire/police”

, “

government”

, “

investor” and

“

media.”

13. The method as recited in claim 1, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to the characteristic of priority.

14. The method as recited in claim 13, wherein the predetermined values are “

normal”

, “

complain”

, and “

emergency.”

15. The method as recited in claim 1, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to the characteristic of subject.

16. The method as recited in claim 15, wherein the predetermined values are “

product/service”

, “

money”

, “

people”

, and “

facilities.”

17. The method as recited in claim 1, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to the characteristic of transaction direction.

18. The method as recited in claim 17, wherein the predetermined values are “

receiving”

, “

delivering”

, “

internal”

, and “

external.”

19. The method as recited in claim 1, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to the characteristic of transaction control.

20. The method as recited in claim 19, wherein the predetermined values are “

begin”

, “

end”

, and “

change.”

21. The method as recited in claim 1, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to the characteristic of action.

22. The method as recited in claim 21, wherein the predetermined values are “

buy”

, “

information”

, “

repair”

, “

schedule”

, and “

pay.”

23. The method as recited in claim 1, wherein said call destination includes a link and further comprising opening an application corresponding to the link.

24. A method as recited in claim 1, wherein said transferring step comprises physically transporting the communication to the destination.

25. A method as recited in claim 1, wherein said transferring step comprises coupling the communication to the destination through electronic communication channels.

33. The method as recited in claim 25, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to the characteristic of subject.

34. The method as recited in claim 33, wherein the predetermined values are “

product/service”

, “

money”

, “

people”

, and “

facilities.”

26. A method for classifying a communication comprising:

analyzing the content of the communication;

applying the content of the communication to a characteristic matrix;

assigning a predetermined value to each characteristic in the matrix

classifying the communication based on the structure of the matrix.

27. The method as recited in claim 26, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to the characteristic of status.

28. The method as recited in claim 27, wherein the predetermined values are “

prospect” and

“

established.”

29. The method as recited in claim 26, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to the characteristic of class.

30. The method as recited in claim 29 wherein the predetermined values are “

customer”

, “

vendor”

, “

employee”

, “

fire/police”

, “

government”

, “

investor” and

“

media”

.

31. The method as recited in claim 26, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to the characteristic of priority.

32. The method as recited in claim 31, wherein the predetermined values are “

normal”

, “

complain”

, and “

emergency.”

35. The method as recited in claim 26, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to the characteristic of transaction direction.

36. The method as recited in claim 35, wherein the predetermined values are “

receiving”

, “

delivering”

, “

internal”

, and “

external.”

37. The method as recited in claim 26, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to the characteristic of transaction control.

38. The method as recited in claim 37, wherein the predetermined values are “

begin”

, “

end”

, and “

change.”

39. The method as recited in claim 26, wherein said step of assigning comprises assigning one or more of a plurality of predetermined values to the characteristic of action.

40. The method as recited in claim 39, wherein the predetermined values are “

buy”

, “

information”

, “

repair”

, “

schedule”

, and “

pay.”

41. The method as recited in claim 26, wherein said classifying step comprises applying the matrix having values to one or more predefined rules, determining one of said rules that corresponds to the matrix, and determining a classification of said one of rules.

42. A computer readable media having instructions recorded thereon for managing communications, said instructions comprising:

instructions for prompting a user to assign one or more of a plurality of predetermined values to each of one or more of a plurality of predetermined characteristics relating to a received communication;

instructions for selecting a destination based on the values assigned in said assigning step; and

instructions for transferring the call to the call destination.

43. The media as recited in claim 42, wherein said instructions for transferring further comprise instructions for routing the communication to a specified device of the destination based on predetermined scripts relating to the schedule of the destination.

44. The media as recited in claim 42, wherein said instructions for selecting comprise instructions for applying the values to one or more predefined rules, instructions for determining one of said rules that corresponds to the values, and instructions for determining a call destination of said one of said rules.

45. The media as recited in claim 42, further comprising instructions for generating a plain-language statement based on the assigned values and instructions for displaying the plain-language statement.

46. The media as recited in claim 42, wherein said instructions for prompting comprise instructions for prompting a user to assign one or more of a plurality of predetermined values to the characteristic of status.

47. The media as recited in claim 46, wherein the predetermined values are “

prospect” and

“

established.”

48. The media as recited in claim 42, wherein said instructions for prompting comprise instructions for prompting a user to assign one or more of a plurality of predetermined values to the characteristic of class.

49. The media as recited in claim 48, wherein the predetermined values are “

customer”

, “

vendor”

, “

employee”

, “

fire/police”

, “

government”

, “

investor” and

“

media.”

50. The media as recited in claim 42, wherein said instructions for prompting comprise instructions for prompting a user to assign one or more of a plurality of predetermined values to the characteristic of priority.

51. The media as recited in claim 50, wherein the predetermined values are “

normal”

, “

complain”

, and “

emergency.”

52. The media as recited in claim 42, wherein said instructions for prompting comprise instructions for prompting a user to assign one or more of a plurality of predetermined values to the characteristic of subject.

53. The media as recited in claim 52, wherein the predetermined values are “

product/service”

, “

money”

, “

people”

, and “

facilities.”

54. The media as recited in claim 42, wherein said instructions for prompting comprise instructions for prompting a user to assign one or more of a plurality of predetermined values to the characteristic of transaction direction.

55. The media as recited in claim 54, wherein the predetermined values are “

receiving”

, “

delivering”

, “

internal”

, and “

external.”

56. The media as recited in claim 42, wherein said instructions for prompting comprise instructions for prompting a user to assign one or more of a plurality of predetermined values to the characteristic of transaction control.

57. The media as recited in claim 56, wherein the predetermined values are “

begin”

, “

end”

, and “

change.”

58. The media as recited in claim 42, wherein said instructions for prompting comprise instructions for prompting a user to assign one or more of a plurality of predetermined values to the characteristic of action.

59. The media as recited in claim 56, wherein the predetermined values are “

buy”

, “

information”

, “

repair”

, “

schedule”

, and “

pay.”

60. The media as recited in claim 42, wherein said destination includes a link and further comprising instructions for opening an application corresponding to the link.

61. The media as recited in claim 42, wherein said instructions for transferring comprise instructions for prompting a user to physically transport the communication to the destination.

62. The media as recited in claim 42, wherein said instructions for transferring comprise instructions for coupling the communication to the destination through electronic communication channels.

63. A method of managing communications comprising:

ascertaining the meaning of at least a portion of the communication;

applying a translational language to the meaning;

selecting a destination based on the results of said applying step; and

transferring the communication to the destination.

64. A method as recited in claim 63, wherein said communication is a telephone call and said transferring step comprises connecting the call to a desired device.

65. A method as recited in claim 63, wherein said applying step comprises assigning one or more of a plurality of predetermined values to each of one or more of a plurality of predetermined characteristics relating to the communication.