发明名称 |
Method and apparatus for assigning priorities by applying dynamically-changeable business rules |
摘要 |
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.
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申请公布号 |
US7492888(B2) |
申请公布日期 |
2009.02.17 |
申请号 |
US20020253120 |
申请日期 |
2002.09.24 |
申请人 |
POWER MARK J;DEZONNO ANTHONY J;SUMNER ROGER A;BONIFAZI CARLO;HODSON JEFFREY D;SHAMBAUGH CRAIG R;MICHELSON MARK J;BECKSTROM ROBERT P |
发明人 |
POWER MARK J.;DEZONNO ANTHONY J.;SUMNER ROGER A.;BONIFAZI CARLO;HODSON JEFFREY D.;SHAMBAUGH CRAIG R.;MICHELSON MARK J.;BECKSTROM ROBERT P. |
分类号 |
H04M3/00;H04M3/523 |
主分类号 |
H04M3/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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