System for context based media independent communications processing

Abstract

The present media independent communications processing system functions to provide business useful services to customers with the anymedia resources that are required to satisfy the customer's request. In particular, the system carries call information across the entirety of a transaction with the call being managed as an anymedia multi-transactional event. The model used for the present media independent communications processing system, as embodied in a call center, comprises a hallways and rooms paradigm that enables the customer to dynamically navigate their anymedia communications connection to a desired information providing source. As the customer's call is routed during the duration of the communication session, the call context information is stored and used by the rules-based call routing process to identify a source of information/services that is best adapted to serve the needs of this customer. The communication connection is viewed as one segment of a potentially long-term interaction between customer and service provider, with the present media independent communications processing system providing both the customer and serving agent with access to relevant customer and service provider data. In this example, the customer context information includes, but is not limited to: customer data, customer profile/preferences/history, environment data; while the corresponding agent context information includes, but is not limited to: agent skills and job function, agent queue length, fairness of call routing.