Method and apparatus for assigning priorities by applying dynamically-changeable business rules

US7492888B2 · kind B2 · utility

Inventors

• Mark Power · Carol Stream, US
• Anthony Dezonno · Bloomingdale, US
• Roger Sumner · Batavia, US
• Carlo Bonifazi · Woodridge, US
• Jeffrey Hodson · Wheaton, US
• Craig Shambaugh · Wheaton, US
• Mark Michelson · Elburn, US
• Robert Beckstrom · Bolingbrook, US

Key dates

• Filing date: Sep 24, 2002
• Grant date: Feb 17, 2009
• Expiry date: Dec 31, 2023

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2242/22
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A novel method and apparatus which in one embodiment provides for prioritizing and presenting calls routed from callers through a communication network to an agent station having an associated agent, where the calls are based on voice-dialog communication and/or text-dialog communication. The method includes the steps of receiving a call from the communication network, determining a contact evaluation parameter associated with the call, and applying one or more selected business rules to the contact evaluation parameter to generate a priority value corresponding to the call. The call is assigned the priority value and is routed to a selected agent station. The call is displayed with an indication of its assigned priority value so that the agent may service the calls in priority order.