Rules-based call routing
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United States of America Patent
Stats
-
Dec 31, 1996
Issued Date -
N/A
app pub date -
Feb 17, 1995
filing date -
Nov 9, 1992
priority date (Note) -
Expired
status (Latency Note)
Importance
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.
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