Granted Patent B2

US 7,853,717 · App. 12/331,666 · Granted Dec 14, 2010

Abstract

Claims (33)

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 including at least electronic messages and documents;

a parsing engine for parsing the 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 wherein pre-treatment includes forwarding the received event to any one of the routing, queuing, and automated response systems and;

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.

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 including at least electronic messages and documents;

(b) parsing the event electronic messages and documents according to a set of rules;

(c) determining a treatment option for the event according to results of parsing and application of rules set, said treatment option including forwarding the received event to any one of a routing, queuing, and automated response systems; and

(d) exercising elected treatment option for the event.

16. The method of claim 15 wherein in step (a) the network event is one of an e-mail, instant messages, electronic fax, 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.

Assignments (11)