Electrical computers and digital processing systems: multicomput – Computer-to-computer data routing – Prioritized data routing
Reexamination Certificate
2008-12-10
2010-12-14
Meky, Moustafa M (Department: 2457)
Electrical computers and digital processing systems: multicomput
Computer-to-computer data routing
Prioritized data routing
C379S265020
Reexamination Certificate
active
07853717
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.
REFERENCES:
patent: 7039176 (2006-05-01), Borodow et al.
patent: 7106850 (2006-09-01), Campbell et al.
patent: 7272627 (2007-09-01), Petrovykh
patent: 7428303 (2008-09-01), Campbell et al.
Boys Donald R.
Central Coast Patent Agency Inc.
Genesys Telecommunications Laboratories , Inc.
Meky Moustafa M
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