Abstract: A method and apparatus for handling physical communications. A physical communication, such as a letter or a package is received and sorted. The sorting includes assigning one or more of a plurality of predetermined values to each of one or more of a plurality of predetermined characteristics relating to the physical communication. A handling procedure, including one or more handling steps is selected for the communication based on the values assigned in said assigning step and rules correlating the values to a handling procedure. The handling procedure can be modified based on destination specific rules.

Abstract: A method and apparatus for managing communication, such as telephone calls. One or more of a plurality of predetermined values are assigned to each of one or more of a plurality of predetermined characteristics relating to a received communication. A destination is selected based on the assigned values and the communication is routed to the selected destination. Scripts can be generated to route the communication to a specified device of the destination.