Abstract: A system and method are presented for routing a communication through monitoring one or more of words and voice characteristics of a communicant during an interaction. A communication may be handled based on a score. A score may be calculated based on several factors that are analyzed during an interaction, such as, amplitude, word usage, call metrics, etc. Previous interactions of communicants may also be factored into a score. Such handling may include specialized routing of the communication to a designated handler, for example. A communication may be continually evaluated during its occurrence and said evaluation data stored for future use.

Abstract: A system and method are presented for language specific routing. Language assignment may be used to efficiently route inbound interactions in a contact center. The inbound interaction's original location may be determined and assigned a language based on the location of the interaction. The interaction is assigned a language tag that can be referenced throughout routing. The interaction may be routed to the appropriate endpoints within the system based on the language tag.

Abstract: A computer-implemented system and method for the deployment of automatically configuring network communication endpoints is disclosed. At least one logical profile is stored in a plurality of configuration files resident on a network. The logical profile includes configuration information as well as an extension from a communication distribution system which a device should serve. Upon connection to the network and input of configuration information corresponding to a pre-existing logical profile, the device automatically configures itself for use, reboots, and is operational in the desired form.