Rules-based call routing
US5590188A · kind A · utility
Assignee
Inventor
Key dates
| Filing date | Feb 17, 1995 |
| Grant date | Dec 31, 1996 |
| Priority date | — |
| Expiry date | Feb 17, 2015 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5237
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method, using a call processor, for selecting one of a plurality of call centers in a telephone network. The method begins by generating a routing plan comprising one or more rules that control how calls are to be distributed among the call centers. For each call to be distributed, the rules in the routing plan are executed for a set of valid call center destinations until a destination for the call has been selected or until all rules have been executed. If all rules have been executed and more than one call center is still a valid destination for the call, the remaining call center destinations are then further evaluated according to the rules to select a destination for the call.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.