Method and apparatus for assigning priorities by applying dynamically-changeable business rules
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United States of America Patent
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Feb 17, 2009
Grant Date -
Mar 25, 2004
app pub date -
Sep 24, 2002
filing date -
Sep 24, 2002
priority date (Note) -
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Abstract
A novel method and apparatus which in one embodiment provides for prioritizing and presenting calls routed from callers through a communication network to an agent station having an associated agent, where the calls are based on voice-dialog communication and/or text-dialog communication. The method includes the steps of receiving a call from the communication network, determining a contact evaluation parameter associated with the call, and applying one or more selected business rules to the contact evaluation parameter to generate a priority value corresponding to the call. The call is assigned the priority value and is routed to a selected agent station. The call is displayed with an indication of its assigned priority value so that the agent may service the calls in priority order.
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