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

2007-09-18

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.

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