Intelligent presence management in a communication routing system
View Patent ↗Systems and methods for intelligent presence management in a communication routing system are provided. In exemplary embodiments, an inbound communication may be received for a user. The user's presence status is determined and a profile associated with the user is reviewed. Based on rules contained within the profile, appropriate instructions may be generated for routing the inbound communication in accordance with some embodiments. In other embodiments, instructions may be generated to log the user in or out with the communication routing system.
1. A method for intelligent presence management in a communication routing system, comprising:
receiving an inbound communication for a user;
determining a presence status for the user;
reviewing a profile associated with the user to determine where to route the inbound communication based on the presence status;
generating and forwarding instructions for routing the inbound communication based on the profile;
determining if the user should be logged in or out with the communication routing system based on the presence status; and
generating and forwarding instructions to log the user in or out with the communication routing system.
2. The method of claim 1 wherein determining a presence status comprises receiving presence information from a presence detection module.
3. The method of claim 2 wherein the presence information comprises a unique identifier associated with the user.
4. The method of claim 2 wherein the presence information is based on mouse and keyboard movement.
5. The method of claim 2 wherein the presence information is based on a presence indication signal.
6. The method of claim 5 wherein the presence indication signal comprises a Bluetooth signal from a Bluetooth enabled device.
7. The method of claim 1 further comprising establishing and updating the profile associated with the user.
8. The method of claim 1 wherein logging the user in or out with the communication system comprises logging the user into or out of a call queue of a call center.
9. The method of claim 1 further comprising routing the inbound communication to a predetermined communication device associated with the user based on the profile.
10. The method of claim 1 further comprising routing the inbound communication to an alternative person based on the user profile.
11. A system for intelligent presence management in a communication routing system, comprising:
a presence status module configured to determine a presence status based on presence information received for a user;
a profile lookup module configured to review a profile associated with the user to determine where to route an inbound communication based on the presence status;
a communication routing module configured to generate instructions for forwarding an inbound communication to a communication device based on the profile; and
a login communication module configured to generate and forward instructions to log the user in or out with the communication routing system based on the presence status and the profile.
12. The system of claim 11 further comprising at least one communication server device configured to receive the inbound communication and to route the inbound communication based on the instructions received from the communication routing module.
13. The system of claim 11 further comprising a profile setup module configured to establish and update the profile for the user.
14. A non-transitory machine readable medium having embodied thereon a program, the program providing instructions for a method for intelligent presence management in a communication routing system, the method comprising:
receiving an inbound communication for a user;
determining a presence status for the user;
reviewing a profile associated with the user to determine where to route the inbound communication based on the presence status;
generating and forwarding instructions for routing the inbound communication based on the profile;
determining if the user should be logged in or out with the communication routing system based on the presence status; and
generating and forwarding instructions to log the user in or out with the communication routing system.
15. A method for intelligent presence management in a communication routing system, comprising:
determining a presence status for a user;
reviewing a profile associated with the user to determine whether to log the user in or out with the communication routing system based on the presence status;
generating and forwarding instructions for logging the user in or out with the communication routing system based on the profile.
16. The method of claim 15 wherein determining a presence status comprises receiving presence information from a presence detection module.
17. The method of claim 16 wherein the presence information is based on a presence indication signal.
18. The method of claim 15 wherein logging the user in or out with the communication routing system comprises logging the user in or out of a call queue of a call center.
19. The machine readable medium of claim 14 wherein determining a presence status comprises receiving presence information from a presence detection module.
20. The machine readable medium of claim 14 wherein the presence information comprises a unique identifier associated with the user.