Visionael Corporation

Netsuite Development L.p.

Fmr Corp.

Daniel L Tonelli

Martin H Katz

Kevin W Cronin

Kevin M Maloney

Wayne Francis Tackabury

Anil Mahalaha

Barry Berk

A predictive call routing system that includes a real-time decision engine to receive information about a customer and identify a skill that is useful for providing service to the caller. The decision engine identifies the skill by generating scores for a plurality of statistical models using the statistical models and parameters associated with the caller, each statistical model representing a correlation between a subset of parameters and an action that may be performed or requested to be performed by the caller, the score for each statistical model being generated using the statistical model and the subset of parameters associated with the statistical model, and identifies a skill based on the scores. The system includes a call router to route a call from the customer to a representative who has the skill.

Predictive call routing

A computer-implemented method of designing a network includes the steps of populating a network design sheet on a computer display with an intelligent device object that represents a device object having physical attributes and logical attributes, selecting a communication protocol object representing a communication protocol having logical attributes, determining if the communication protocol object can be validly bound to the intelligent device object by comparing the logical attributes of each, and binding the communication protocol object to the intelligent device object on the network design sheet only if the binding is valid.

Communication protocol binding in a computer system for designing networks

A method for designing networks including auditing a network to discover a present network configuration, creating a network design sheet from the discovered network configuration, placing device icons representing intelligent device objects on the network design sheet, selecting a media type representing an intelligent media object, and connecting the media type to a first one of the device icons. The method further includes validating the connection to the first one of the device icons.

Auditing networks

A method for designing networks including placing device icons representing intelligent device objects on a network design sheet, selecting a media type representing an intelligent media object, and connecting the media type to a first one of the device icons. The method further includes validating the connection to the first one of the device icons.

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Hopkinton, MA, United States of America

Daniel L Tonelli