A fuzzy-logic routing system is provided for routing communications events to agents working in a telephony environment. The routing system uses parsed input taken from communications events upon arrival of those events to a telephony switch or IP data router to create needs expressions, which reflect the intended purposes of originators of the communications events. The system, using the needs expressions, performs a data search in a repository containing capabilities expressions, which reflect capabilities of service agents and/or automated systems responsible for handling the communications events. Upon suitably matching a needs expression with a capabilities expression, the system then routes the associated communications event to the associated agent. The system may be integrated to CTI telephony systems, data network telephony systems, or a combination thereof.

 
Web www.patentalert.com

< Plants transformed with a nucleic acid encoding the hypersensitive response associated protein amphipathetic protein-1

< Funnel for color CRT

> B7-specific antibodies

> System for managing RDBM fragmentations

~ 00068