Electrical computers and digital processing systems: multicomput – Distributed data processing
Reexamination Certificate
2007-09-18
2007-09-18
Meky, Moustafa (Department: 2157)
Electrical computers and digital processing systems: multicomput
Distributed data processing
C709S238000, C709S240000, C379S265020
Reexamination Certificate
active
10079328
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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U.S. Appl. No. 09/599,045, Alec Miloslavsky.
Boys Donald R.
Central Coast Patent Agency Inc.
Genesys Telecommunications Laboratories , Inc.
Meky Moustafa
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