Cisco Technology, Inc.

Geotel Communications Corp.

Lawrence E Johnson

Alberto Velella

James P Kelly

Steven H Webber

James P Twitchell

Charles R Davis

Vincent J Milano, Jr

Jerry A Stern

G Wayne Andrews

Michael Paul Lepore

Kevin T Collins

Kenneth Jordan

Paul Robert Schechinger

David D Smith

Rick Whitesel

Victor L Voydock

An apparatus for selecting contact center resources is provided. The apparatus includes a memory and a processor in communication with the memory. The memory includes computer code executable with the processor. The computer code is configured to obtain one or more user characteristics; map a user point on a spatial map that includes a first resource spatial point for a first contact center resource, the user point being located at a point that spatially defines the one or more user characteristics; and determine a first distance between the user point and the first resource spatial point.

Contact center routing using characteristic mapping

In one embodiment, a method can include: (i) receiving a new contact in a contact center, where the new contact includes an expressed need; (ii) forming a resource set in response to the expressed need of the new contact, where the resource set includes one or more prospective resources; and (iii) sending a broadcast message to each of the prospective resources in the resource set.

Use of intelligent directed broadcast in contact center solutions

A technique for use in controlling routing of a call in a communications system is provided. In one embodiment of the technique, a call routing script is used. The script includes at least one call routing instruction that refers to a variable whose value is stored externally to the script. The value of the variable is determined by the system when the system executes the script for determining a destination for the call. The value of the variable is stored in a database, and the database is read to determine the value of the variable.

Call routing control using call routing scripts

Techniques are provided for use in generating call routing control scripts. The techniques permit call routing control scripts, initially generated for use in controlling a first communication system, to be adapted for use in controlling a second, different communication system. More specifically, in these techniques, values (e.g., numerical values) used to identify script-controlled objects (i.e., physical or logical entities in the first system) in the initially-generated script, are replaced with values identifying equivalent objects in the second system, to thereby facilitate creation of another script that is executable by the second system. The initially-generated script contains a section in which the object identification values used in the initially-generated script are grouped together, in association with respective logical handles/names and respective object classifications of the objects that they identify, in order to facilitate determination of the equivalent objects.

Generation of communication system control scripts

A technique for use in controlling the routing of a call in a communications system is provided. In one embodiment of the technique, a call routing script is generated. The script includes at least one call routing instruction of a predetermined type that refers to a variable whose value is stored externally to the script. The value of the variable is determined by the system when the system executes the script for use in determining a destination of the call.

A communications system and method for automatically making telephone routing decisions with 'global authority' based upon information gathered in real time from the entire communications system and global optimization criteria. The present invention permits unified central control and management for the entire system.

Communications system and method for operating same

Communications system using a central controller to control at least one

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Sudbury, MA, United States of America

Lawrence E Johnson