Dynamic voice or data routing systems
AssigneeDynamic Voice L.L.C.
InventorJohn B MACLEOD
Life of this patent
Estimating the term…
Abstract
Systems and methods for voice and data routing are described. Systems and methods may include receiving a voice or data contact; receiving information regarding the voice or data contact; accessing information regarding one or more voice or data centers; determining a plurality of parameters related to routing the voice or data contact; determining weighting for the plurality of parameters; receiving values for the plurality of parameters; calculating a score for the one or more voice or data centers based on the received values and weighting; selecting, by a processor, a voice or data center to receive the voice or data contact based on the calculated score; and routing the voice or data contact to the selected voice or data center.
Claims20
A computerized method of voice or data routing, the computerized method comprising the steps of:
- receiving a voice or data contact;
- receiving information regarding the voice or data contact;
- accessing information regarding one or more voice or data centers;
- determining a plurality of parameters related to routing the voice or data contact;
- determining weighting for the plurality of parameters;
- receiving values for the plurality of parameters;
- calculating a score for the one or more voice or data centers based on the received values and weighting;
- selecting, by a processor, a voice or data center to receive the voice or data contact based on the calculated score;
- and
- routing the voice or data contact to the selected voice or data center.
Dependencies are inferred from the claim text.