Routing inbound communications across call centers and the like
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United States of America Patent
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Sep 2, 2014
Grant Date -
Oct 20, 2011
app pub date -
Apr 14, 2011
filing date -
Nov 23, 2004
priority date (Note) -
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Abstract
Communications within a communication management network are routed according to a dynamic scorecard routing method in which communication routing decision attributes of communication route destinations are monitored through data feeds from the communication route destinations at a communication router. Values of the communication routing decision attributes are processed to produce processed attribute values and these processed attribute values are stored in a scorecard routing database. Thereafter, upon receipt of an indication of an inbound communication, a call controller is instructed to route the inbound communication to one of the communication route destinations according to assessed scores of the communication route destinations compiled using the processed communication routing decision attribute values stored in the scorecard routing database.
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