Patent · US Active

Method and apparatus for customer key routing

US8180043B2 · kind B2 · utility

9Cited by

29References

17Claims

0Family size

Assignee

ASPECT SOFTWARE, INC. · US

Inventors

Anthony Dezonno · Bloomingdale, US
Roger Sumner · Batavia, US
Sandy Biggam · Rantoul, US
Jeffrey Hodson · Wheaton, US
Mary Moser · Warrenville, US
Mike Hollatz · Huntley, US
Dave Wesen · Channahon, US
Michael Sheridan · Whitchurch, GB

Key dates

Filing date	Dec 7, 2004
Grant date	May 15, 2012
Priority date	—
Expiry date	Oct 20, 2027

Classification

Technology area (CPC H)Electricity
CPC primaryH04M3/5232
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

In one embodiment, a method is provided for routing calls within an automatic contact distribution system comprising assessing at least two evaluators programmed to collect information about identified sets of attributes associated with a call. The system then initiates the collection of information to enable the evaluators to assign a value to those attributed for which information exists. A comparison is then performed of the values assigned to the attributes in each evaluator. The call is then routed to the agent selected by the comparison.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.