METHOD, APPARATUS AND SYSTEM FOR ROUTING A CALL USING OVERFLOW GROUPS
A telecommunication system that routes an inbound telephone communication through an enterprise communication network and server. The system and its operating method routes an incoming call to a first recipient, and if the first recipient does not answer, then routes the call to a second recipient (or more) based on a predetermined user profile and/or user overflow group. The server retrieves an overflow group profile, consisting of a plurality user profiles, associated with the called device, determines how to route the call, and initiates a call to the user and/or overflow group members according to how the call should be routed. The system can route the incoming call to a plurality of telephony devices including personal digital assistants and other remote devices.
1 . A method of routing a telephone communication, the method comprising the steps of:
determining that an incoming call to a called party has not been answered;
retrieving an overflow group associated with the called party; and
initiating another telephone call to at least one member of the overflow group based on an overflow group routing preference.
2 . The method of claim 1 , further comprising the steps of:
determining whether the initiated telephone call was answered by the at least one member of the overflow group; and
if it is determined that the initiated telephone call was not answered by the at least one member of the overflow group, routing the incoming call to the called party's voicemail.
3 . The method of claim 1 , wherein the act of initiating another call to at least one member of the overflow group comprises:
retrieving a user profile associated with the at least one member of the overflow group; and
routing the incoming telephone call to the at least one member according to the routing preference associated with the retrieved user profile of the at least one member.
4 . The method of claim 3 , wherein the act of routing the incoming telephone call to the at least one member comprises:
retrieving from the user profile a first telephone number and a second telephone number; and
substantially simultaneously routing the incoming telephone call to the first telephone number and the second telephone number.
5 . The method of claim 3 , wherein the act of routing the incoming telephone call to the at least one member comprises:
retrieving from the user profile a first telephone number and a second telephone number; and
sequentially routing the incoming telephone call to the first telephone number and then the second telephone number.
6 . The method of claim 1 , further comprising the steps of:
determining if the initiated call was answered by member of the overflow group; and
if it is determined that the initiated call was answered by member of the overflow group, pulling back the initiated call to the called party's telephony device.
7 . The method of claim 1 , further comprising the steps of:
determining if the initiated call was answered by member of the overflow group; and
if it is determined that the initiated call was answered by member of the overflow group, joining the initiated call to the called party's telephony device to be answered.
8 . The method of claim 1 , wherein the incoming call is directed to a called party's extension of an enterprise telecommunication network.
9 . The method of claim 1 , wherein the incoming call is directed to a called party's wireless device.
10 . A method of routing a telephone communication, the method comprising the steps of:
detecting an incoming telephone call to a primary telephone number;
determining that the incoming telephone call has not been answered at the primary telephone number;
retrieving at least one overflow group, having a plurality of user profiles, associated with the detected primary telephone number;
selecting a plurality of group telephone numbers to route the call to based on the retrieved at least one overflow group; and
routing the incoming telephone call to at least one group member telephony device associated with each of the selected plurality of telephone numbers.
11 . The method of claim 10 , further comprising the step of:
determining whether the at least one group member telephony device has been answered; and
if the at least one group member telephony device has been answered, dropping the routed incoming call from any other telephony devices.
12 . The method of claim 1 , further comprising the step of forwarding a data notification signal to the other telephony devices alerting the devices that the call has been answered.
13 . The method of claim 10 , wherein the primary telephone number is associated with an extension of an enterprise telecommunication network.
14 . The method of claim 10 , wherein the primary telephone number is associated with a wireless mobile device.
15 . The method of claim 10 , wherein the at least one overflow group comprises two overflow groups.
16 . A telecommunication system comprising:
a computer readable storage medium having a database comprising an overflow group having a plurality of user profiles, each profile being associated with a respective telephone extension of the system, and a plurality of user call routing instructions associated with each extension; and
a processor configured to route an incoming telephone call placed to one of the telephone extensions by:
determining that an incoming call to a called party has not been answered by the called party;
retrieving the overflow group associated with the called party; and
initiating another call to at least one member of the overflow group based on an overflow group routing preference.
17 . The system of claim 16 , wherein the processor is further configured to determine if the initiated call was answered by at least one member of the overflow group, and if so, allows the called party to join the call.
18 . The system of claim 16 , wherein the processor is further configured to determine if the initiated call was answered by at least one member of the overflow group, and if the call is not answered, the processor allows the called party to pull back the call.
19 . The system of claim 16 , wherein the processor is further configured to determine if the initiated call was answered by at least one member of the overflow group, and if the call is not answered, forwards the call to the called party's voicemail.
20 . The system of claim 16 , wherein the processor is further configured to determine if the initiated call was answered by at least one member of the overflow group, and if the call was answered by at least one member of the overflow group, the processor allows the called party to monitor the call and forwards a notification data signal to an answered call device altering the answered call device that the called party is monitoring the call.
21 . A telephone communication device comprising:
a circuit adapted to detect an incoming telephone call to a primary telephone number, determine that the incoming telephone call has not been answered at the primary telephone number, retrieve at least one overflow group, having a plurality of user profiles, associated with the detected primary telephone number, select a plurality of group telephone numbers to route the call to based on the retrieved at least one overflow group, and route the incoming telephone call to at least one group member telephony device associated with each of the selected plurality of telephone numbers.
22 . The device of claim 21 , wherein the circuit is further adapted to determine whether the at least one group member telephony device has been answered and if the at least one group member telephony device has been answered, drop the routed incoming call from any other telephony devices.
23 . The device of claim 22 , wherein the circuit is further adapted to forward a data notification signal to the other telephony devices alerting the devices that the call has been answered.
24 . The device of claim 21 , wherein the at least one overflow group comprises two overflow groups.