公开(公告)号：US20150139417A1

公开(公告)日：2015-05-21

申请号：US14082844

申请日：2013-11-18

申请人： Interactive Intelligence, Inc.

发明人： Donald E. Brown ,  Jeroen Buis ,  Michael D. Gagle ,  Ronald T. Hynes, JR. ,  Jeffrey H. Swartz

IPC分类号： H04M3/523

CPC分类号： H04M3/5232

摘要： A system and method are presented for communication routing. Communications may be routed into a queue based on criteria. A communication may be assigned to a distribution ring and a determination may be made as to whether there is an availability of resources to handle the communication. A communication may be re-routed if it cannot be handled to a new group. Re-routing may be based on criteria such as time delay, non-time based criteria such as skills, and environmental criteria, to name a few. Re-routing may continue until a communication is handled. The routing design may resemble concentric circles where the center represents the most desirable pool of handlers and each incremental ring represents the iterative expansion sets of agents.

摘要翻译： 提出了一种用于通信路由的系统和方法。 通信可以基于标准被路由到队列中。 可以将通信分配给分发环，并且可以确定是否存在用于处理该通信的资源的可用性。 如果无法处理新组，则可以重新路由通信。 重新路由可以基于诸如时间延迟，基于非时间的标准（诸如技能和环境标准）的标准，仅举几个例子。 重新路由可以继续，直到通信被处理。 路由设计可能类似同心圆，其中中心表示最理想的处理程序池，每个增量环表示代理程序的迭代扩展集合。