# US 7,610,347 B2 · System and apparatus for pre-routing network events

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- Number: US 7,610,347 B2
- Document ID: US7610347B2
- Status: Granted
- Kind: B2
- Application number: 11/856,603
- Filed: 2007-09-17
- Published: 2008-01-03
- Granted: 2009-10-27
- Earliest claimed: 1997-02-06
- Assignees: Genesys Telecommunications Laboratories, Inc.
- Inventors: Yevgeniy Petrovykh
- Web page: https://patentgrep.com/patent/US7610347B2

## CPC

- H04L 45/00: Routing or path finding of packets in data switching networks (routing or path finding in wireless networks H04W40/00)
- G06Q 10/107: Computer-aided management of electronic mailing [e-mailing]
- H04L 45/306: {Route determination based on the nature of the carried application}
- H04L 45/308: {Route determination based on user's profile, e.g. premium users}
- H04L 51/214: using selective forwarding
- H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends}
- H04M 3/5191: {interacting with the Internet}
- H04L 51/226: Delivery according to priorities
- H04M 3/42102: {Making use of the called party identifier}
- H04M 3/42323: {PBX's with CTI arrangements}
- H04M 3/5183: {Call or contact centers with computer-telephony arrangements}
- H04M 3/5307: {for recording messages comprising any combination of audio and non-audio components}
- H04M 7/0054: {where the data service is an electronic mail service}
- H04M 2201/50: Telephonic communication in combination with video communication
- H04M 2242/22: Automatic class or number identification arrangements
- H04N 7/148: {Interfacing a video terminal to a particular transmission medium, e.g. ISDN}
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- H04N: PICTORIAL COMMUNICATION, e.g. TELEVISION

## Abstract

A pre-routing software system for treating incoming network events according to event importance prior to agent-level routing in a communication center network is disclosed. The system includes at least one network interface for receiving incoming events, a parsing engine for parsing electronic messages and documents, at least one communication interface for enabling communication with connected routing, queuing, and automated response systems, and a determination module for determining pre-treatment of received events. In preferred application, incoming network events are parsed according to a rules set and determination of pre-treatment is made for each event according to the rules set. In some embodiments, the system is used in conjunction with one or more virtual, priority-based queuing systems.

## Claims

### Claim 1

A system for pre-treating incoming electronic communications comprising:
an interface for receiving said electronic communications; and
a mechanism for determining importance of received electronic communications relative to a variable threshold;
wherein communications judged to be of importance above the variable threshold are passed to a routing engine to be routed to a live agent.

### Claim 2 (depends on 1)

The system of claim 1 wherein the variable threshold is adjustable based on communication load level.

### Claim 3 (depends on 1)

The system of claim 1 wherein communications of a specific type are automatically determined to be below the threshold.

### Claim 4 (depends on 1)

The system of claim 1 wherein communications determined to be below the threshold are responded to by an automatic voice recording or an automatic text response.

### Claim 5

A method for pre-treating incoming electronic communications, comprising steps of:
(a) receiving said electronic communications
(b) determining importance of said communications relative to a variable threshold; and
(c) passing communications determined to be above the threshold to a routing engine to be routed to live agents.

### Claim 6 (depends on 5)

The method of claim 5 wherein the variable threshold is adjustable based on communication load level.

### Claim 7 (depends on 5)

The method of claim 5 wherein communications of a specific type are automatically determined to be below the threshold.

### Claim 8 (depends on 5)

The method of claim 5 wherein communications determined to be below the threshold are responded to by an automatic voice recording or an automatic text response.