Automatic integrated escalation in a unified messaging system
View Patent ↗A user is identified based at least in part on a user identification designation associated with an incoming communication. A message recipient is then determined based at least in part on the identified user and one or more address books associated with message recipients by comparing the user identification designation to one or more entries in the one or more recipient databases. The incoming communication is routed to the determined message recipient. Escalation procedures are implemented up to a configured level in the recipient organization based on various criteria. As messages are escalated and deposited in mailboxes associated with the determined message recipients, the determined message recipients are notified of the deposited messages.
1. A method for message handling in a unified messaging system comprising:
receiving an incoming communication associated with a user identification at a unified messaging call center; querying incoming source information stored in a recipient database comprising a plurality of message recipients to identify a first message recipient at a first hierarchical level in an organizational chart associated with the user identification, wherein the incoming source information stored in the recipient database comprises user identification information of users who have previously contacted the unified messaging call center;
routing the incoming communication to a first mailbox associated with the first message recipient;
upon determining that the first message recipient has not retrieved the incoming communication from the first mailbox within a first length of time:
generating an enhanced incoming communication by associating the incoming communication with additional information; and
routing the enhanced incoming communication to a second mailbox associated with a second message recipient at a second hierarchical level in the organizational chart higher than the first hierarchical level.
2. The method of claim 1 , further comprising:
determining a message routing escalation structure based on the organizational chart; and
determining that no further escalations are to be performed.
3. The method of claim 1 , further comprising:
storing a transaction identifier associated with the enhanced incoming communication in the second mailbox based on input received from the second message recipient.
4. The method of claim 3 , further comprising:
modifying the transaction identifier based on additional input received from the second message recipient.
5. The method of claim 3 further comprising:
removing the transaction identifier based on additional input received from the second message recipient.
6. An apparatus for message handling in a unified messaging system comprising:
means for receiving an incoming communication associated with a user identification at a unified messaging call center; means for querying incoming source information stored in a recipient database comprising a plurality of message recipients to identify a first message recipient at a first hierarchical level in an organization chart associated with the user identification, wherein the incoming source information stored in the recipient database comprises user identification information of users who have previously contacted the unified messaging call center;
means for routing the incoming communication to a first mailbox associated with the first message recipient;
means for, upon determining that the first message recipient has not retrieved the incoming communication from the first mailbox within a first length of time, generating an enhanced incoming communication by associating the incoming communication with additional information and routing the enhanced incoming communication to a second mailbox associated with a second message recipient at a second hierarchical level in the organizational chart higher than the first hierarchical level.
7. The apparatus of claim 6 , further comprising:
means for determining a message routing escalation structure based the organizational chart; and
means for determining that no further escalations are to be performed.
8. The apparatus of claim 6 , further comprising:
means for storing a transaction identifier associated with the enhanced incoming communication in the second mailbox based on input received from the second message recipient.
9. The apparatus of claim 8 , further comprising:
means for modifying the transaction identifier based on additional input received from the second message recipient.
10. The method of claim 8 , further comprising:
means for removing the transaction identifier based on additional input received from the second message recipient.
11. A non-transitory computer readable storage medium encoded with computer executable instructions for message handling in a unified messaging system, the computer executable instructions defining operations comprising:
receiving an incoming communication associated with a user identification at a unified messaging call center; querying incoming source information stored in a recipient database comprising a plurality of message recipients to identify a first message recipient at a first hierarchical level in an organizational chart associated with the user identification, wherein the incoming source information stored in the recipient database comprises user identification information of users who have previously contacted the unified messaging call center;
routing the incoming communication to a first mailbox associated with the first message recipient;
upon determining that the first message recipient has not retrieved the incoming communication from the first mailbox within a first length of time:
generating an enhanced incoming communication by associating the incoming communication with additional information; and
routing the enhanced incoming communication to a second mailbox associated with a second message recipient at a second hierarchical level in the organizational chart higher than the first hierarchical level.
12. The non-transitory computer readable storage medium of claim 11 , wherein the operations further comprise:
determining a message routing escalation structure based on the organizational chart; and
determining that no further escalations are to be performed.
13. The non-transitory computer readable storage medium of claim 11 , wherein the operations further comprise:
storing a transaction identifier associated with the enhanced incoming communication in the second mailbox based on input received from the second message recipient.
14. The non-transitory computer readable storage medium of claim 13 , wherein the operations further comprise:
modifying the transaction identifier based on additional input received from the second message recipient.