Telephony control system with intelligent call routing
OwnerWai Wu, Toby Heller +1inventors
InventorsWai Wu, Toby Heller, Steven M. Hoffberg
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Abstract
A communications system and method, wherein a plurality of communications are received, each having associated classification information, information representing characteristics of at least three potential targets are stored; and an optimum target for each communication based on the communication classification, and target characteristics is determined in a combinatorial optimization. The optimization preferably comprises a cost benefit optimization. Predicted availability of a target may be another optimization factor.
Claims21
A communications control system comprising:
- (a) an input for receiving information representing a plurality of characteristics of a respective communication;
- (b) a data structure representing characteristics of at least three potential communication targets;
- and
- (c) a processor, for determining a target for a respective communication, based on a combinatorial optimization of available targets, said processor analyzing said received information and said data structure, and outputting the determined available target for association with the respective communication.
A communications method comprising:
- (a) receiving a plurality of communications, each having associated classification information;
- (b) storing information representing characteristics of at least three potential targets;
- and
- (c) determining, in a combinatorial optimization, an optimum target for each communication based on the communication classification, and target characteristics.
A communications method comprising:
- (a) storing multiparametric vectors corresponding to characteristics of a plurality of communications sources;
- (b) storing multiparametric vectors corresponding to characteristics of at least three possible communications targets;
- (c) defining at least one optimization criteria;
- and
- (c) determining, in a non-trivial combinatorial optimization, a maximum utility pairing of a communications source and a communications target in accordance with the at least one optimization criteria, vectors corresponding to characteristics of a plurality of communications sources, and vectors corresponding to characteristics of at least three possible communications targets.
Dependencies are inferred from the claim text.