Patent ID: 7395310
Filing Date: 2008-07-01
Classification: G06F,H04M,H04Q

Abstract:
1. A method of routing multi-media transaction messages within a communications system, the method including: queuing queue requests representative of transaction messages within a plurality of queues of a queuing mechanism according to a transaction media type of each transaction message, and routing each queue request to one of the plurality of queues according to content of each transaction message associated with each queue request, the routing including generating a routing request associated with each transaction message upon receipt of each transaction message at a transaction processing system and forwarding the routing request to a work flow router, the transaction messages received at an organization over a plurality of types of media utilizing different protocols, each queue of the plurality of queues being dedicated to queuing queue requests representative of transaction-messages of a respective transaction media type, a first queue of the plurality of queues being dedicated to queuing queue requests representative of transaction messages of a first media type, and a second queue of the plurality of queues being dedicated to queuing queue requests representative of transaction messages of a second media type; and allocating the transaction messages from the plurality of queues of the queuing mechanism to a resource according to availability of the resource thereby routing the transaction messages, wherein the queuing of the queue requests includes generating a queue request representative of each transaction message upon receipt of each transaction message at a transaction processing system, including a transaction media type indication within the queue request, and storing each queue request, and wherein the allocating comprises allocating a queue request according to a set of rules that specify parameters for the allocation of the queue requests from any one of the plurality of queues to a plurality of agents that respectively comprise a plurality of resources.