Electrical computers and digital processing systems: multicomput – Computer-to-computer data routing – Least weight routing
Patent
1997-02-04
2000-05-02
Meky, Moustafa M.
Electrical computers and digital processing systems: multicomput
Computer-to-computer data routing
Least weight routing
379265, G06F 1300
Patent
active
060584351
ABSTRACT:
A routing method for an information distribution system, such as an automatic communications distribution system, allows substantial content freedom in the formulation of a message to the system. The messages are converted to a computer-searchable format and are subjected to content analysis to identify skills advantageous to responding to the messages. In one application, the incoming message is a facsimile transmission that is converted to computer-generated text information using an optical character recognition module. The freeform incoming message may also be a voice mail message converted using speech recognition techniques, or may be a video transmission, electronic mail or a Webpage referral. In an application of the method and system that includes a response from an agent of the system, resume data indicative of proficiencies of the agents with respect to skills advantageous to processing the communications are correlated with the identified desired skills for a particular incoming communication. Based upon the correlation, the incoming communication is routed to the appropriate agent.
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Stuart Warren "Speech Rec Rules", Computer Telephony, pp. 79-89, Jun. 1996.
King Neal J.
Sassin Michael
Sheikhzadegan Naser
Meky Moustafa M.
Siemens Information and Communications Networks, Inc.
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