Fuzzy-logic routing system for call routing with-in communication centers and in other telephony environments
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United States of America Patent
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Apr 29, 2003
Grant Date -
N/A
app pub date -
May 31, 2000
filing date -
May 31, 2000
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Abstract
A fuzzy-logic routing system is provided for routing communications events to agents working in a telephony environment. The routing system uses parsed input taken from communications events upon arrival of those events to a telephony switch or IP data router to create needs expressions, which reflect the intended purposes of originators of the communications events. The system, using the needs expressions, performs a data search in a repository containing capabilities expressions, which reflect capabilities of service agents and/or automated systems responsible for handling the communications events. Upon suitably matching a needs expression with a capabilities expression, the system then routes the associated communications event to the associated agent. The system may be integrated to CTI telephony systems, data network telephony systems, or a combination thereof.
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