System and method for flexible routing
AssigneeAvaya Inc.
InventorsHarsh V Mendiratta, Tibor Lukac
Life of this patent
Estimating the term…
Abstract
A request to establish a communication session with a second communication device is received. The request to establish the communication session comprises one or more routing attributes for routing the communication session. The one or more routing attributes for routing the communication session are looked up in a dynamic routing framework. The communication session is routed to a third communication device or destination instead of the second communication device based on the one or more routing attributes and one or more rules defined in the dynamic routing framework. For example, the communication session is routed to a specific contact center queue based on the routing attribute instead of initially being routed to an Interactive Voice Response (IVR) system.
Claims19
A system comprising:
- a microprocessor;
- and
- a computer memory device, coupled with the microprocessor and comprising microprocessor readable and executable instructions that, when executed by the microprocessor, cause the microprocessor to:
- receive a request to establish a first communication session with a second communication device, wherein the request to establish the first communication session comprises a first routing attribute for routing the first communication session;
- lookup the first routing attribute for routing the first communication session in a dynamic routing framework;
- and
- route the first communication session to a third communication device or destination based on the first routing attribute and one or more rules defined in the dynamic routing framework,
- wherein the third communication device or destination is identified based on the lookup of the first routing attribute.
A method comprising:
- Receiving a request to establish a first communication session with a second communication device, wherein the request to establish the first communication session comprises a first routing attribute for routing the first communication session;
- looking up the first routing attribute for routing the first communication session in a dynamic routing framework;
- and
- routing the first communication session to a third communication device or destination based on the first routing attribute and one or more rules defined in the dynamic routing framework,
- wherein the third communication device or destination is identified based on the looking up of the first routing attribute.
A system comprising:
- a microprocessor;
- and
- a computer memory device coupled with the microprocessor and comprising microprocessor readable and executable instructions that, when executed by the microprocessor, cause the microprocessor to:
- receive a request to establish a first communication session with a second communication device, wherein the request to establish the first communication session comprises a first routing attribute for routing the first communication session;
- lookup the first routing attribute for routing the first communication session in a dynamic routing framework;
- and
- route the first communication session to a third communication device or destination based on the first routing attribute and one or more rules defined in the dynamic routing framework,
- wherein a network routing application is used to insert the first routing attribute into the request to establish the first communication session with the second communication device.
Dependencies are inferred from the claim text.