Distributed constraint-based optimized routing of interactions

A system for optimized and distributed routing of interactions, the system comprising:

• a plurality of media servers operating on network-attached computers, each adapted to handle interactions of one or more specific media types;
• a routing database accessible via a network;
• and
• a routing server operating on a network-attached computer;
• wherein upon receiving or initiating an interaction of a specific media type, a first media server from the plurality of media servers sends a route request message comprising at least an interaction identifier and a collection of interaction-specific data to the routing server;
• wherein the routing server periodically executes, using data from the routing database, a routing script and sends routing instructions to the plurality of media servers;
• and
• wherein the routing script comprises at least the setup and execution of a constraint-based optimization process that matches the plurality of interactions requiring routing to one or more of a plurality of resources that may handle interactions, the constraint-based optimization process comprising the steps of:
• (1) initializing parameters including global constraints;
• (2) for each time increment:
• (i) computing a time to wait for each resource;
• (ii) discarding resources whose time to wait exceeds a configured threshold;
• (iii) determines a wait time for each interaction;
• (iv) computes an indicia of cost for a plurality of resource-interaction pairs;
• (v) constructs a problem matrix;
• and optimizes interaction distribution subject to problem constraints;
• and (vi) sends the resulting distribution of interactions to resources to the routing server.