Methods and apparatus for processing a call
View Patent ↗A system, method, apparatus, computer program code, and other embodiments for allowing a call to a busy telephone number extension to be queued and/or handled in accordance with one or more rules. The telephone may be connected to a PBX (Private Branch Exchange) or other switch or otherwise may be connected to a telephone network. In addition, a computer associated with the person also may be connected directly or indirectly to the PBX. A server connected to the PBX via a CTI (Computer Telephone Integration) link may be connected to the computer via a computer network. If a new call arrives at the PBX for the specific extension while the extension is busy, the PBX may notify the server of the call. When multiple incoming calls to the same extension exist, the server may indicate to the PBX how or in what order to queue the calls to the person.
1. A method for processing a call, comprising:
identifying a call to a busy telephone number;
determining at least one rule for queuing said identified call;
providing information regarding said at least one rule for queuing said identified call;
queuing said identified call based on said at least one rule for queuing said identified call and said provided information;
causing at least a portion of said information to be displayed on a user device displaying at least a portion of said information on a user device; and
providing an ability to re-queue said identified call different than said queuing based on said at least one rule for queuing.
2. The method of claim 1 , wherein said identifying a call to a busy telephone number includes determining that said telephone number is busy.
3. The method of claim 1 , wherein said determining at least one rule for queuing said identified call includes retrieving information regarding said at least one rule from a database.
4. The method of claim 1 , wherein said determining at least one rule for queuing said identified call includes receiving information regarding said at least one rule from a device associated with said busy telephone number.
5. The method of claim 1 , wherein said providing information regarding said identified call includes providing said information to a device associated with said busy telephone number.
6. The method of claim 1 , wherein said queuing said identified call for said telephone number in accordance with said at least one rule includes placing said call in a queue in a position ahead of a previously received call at said telephone number.
7. The method of claim 1 , further comprising:
receiving said identified call.
8. The method of claim 1 , wherein said at least one rule has an associated queue level.
9. The method of claim 1 , wherein said at least one rule has an associated visual alert.
10. The method of claim 1 , further comprising:
causing at least a portion of said at least one rule to be displayed on a user device.
11. The method of claim 1 , further comprising:
directing said call in accordance with said at least one rule.
12. The method of claim 1 , further comprising:
determining said information.
13. The method of claim 1 , further comprising:
determining that said telephone number is busy.
14. The method of claim 1 , further comprising:
receiving an indication of said at least one rule.
15. The method of claim 1 , further comprising:
identifying a person associated with said telephone number.
16. A system for processing a call, comprising:
a memory;
a communication port; and
a processor connected to said memory and said communication port, said processor being operative to:
identify a call to a busy telephone number;
determine at least one rule for queuing said identified call for said busy telephone number;
provide information regarding said at least one rule for queuing said identified call;
queue said call in accordance with said at least one rule for queuing said identified call and said provided information;
cause at least a portion of said information to be displayed on a user device displaying at least a portion of said information on a user device; and
provide an ability to re-queue said identified call different than said queuing based on said at least one rule for queuing.
17. A computer program product in a computer readable medium for processing a call, comprising:
instructions for determining that a call is directed to a busy telephone number;
instructions for identifying at least one rule for queuing said identified call for said busy telephone number;
instructions for sending information regarding said at least one rule for queuing said identified call;
instructions for positioning said call in a call order in accordance with said at least one rule for queuing said identified call and said information;
instructions for causing at least a portion of said information to be displayed on a user device displaying at least a portion of said information on a user device; and
instructions for providing an ability to re-queue said identified call different than said queuing based on said at least one rule for queuing.