Patent ID: 9071547
Filing Date: 2015-06-30
Classification: G06Q,H04L,H04M

Abstract:
1. A system for optimized and distributed routing of interactions, the system comprising: a plurality of media servers operating on network-attached computers, each adapted to handle interactions of one or more specific media types; a routing database accessible via a network; and a routing server operating on a network-attached computer; wherein upon receiving or initiating an interaction of a specific media type, a first media server from the plurality of media servers sends a route request message comprising at least an interaction identifier and a collection of interaction-specific data to the routing server; wherein the routing server periodically executes, using data from the routing database, a routing script and sends routing instructions to the plurality of media servers; and wherein the routing script comprises at least the setup and execution of a constraint-based optimization process that matches the plurality of interactions requiring routing to one or more of a plurality of resources that may handle interactions, the constraint-based optimization process comprising the steps of: