公开(公告)号：US11108911B2

公开(公告)日：2021-08-31

申请号：US16230516

申请日：2018-12-21

Applicant: Avaya Inc.

Inventor： Harsh V Mendiratta ,  Tibor Lukac

IPC: H04M3/00 ,  H04M3/523 ,  H04L29/06 ,  H04M3/493 ,  H04M3/51

Abstract: A request to establish a communication session with a second communication device is received. The request to establish the communication session comprises one or more routing attributes for routing the communication session. The one or more routing attributes for routing the communication session are looked up in a dynamic routing framework. The communication session is routed to a third communication device or destination instead of the second communication device based on the one or more routing attributes and one or more rules defined in the dynamic routing framework. For example, the communication session is routed to a specific contact center queue based on the routing attribute instead of initially being routed to an Interactive Voice Response (IVR) system.