System and apparatus for pre-routing network events

Details System and apparatus for pre-routing network events System and apparatus for pre-routing network events

2007-09-17

2009-10-27

Meky, Moustafa M (Department: 2457)

Electrical computers and digital processing systems: multicomput

Computer conferencing

Demand based messaging

C709S238000, C379S265020

Reexamination Certificate

active

07610347

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.

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