Intelligent call handling and routing
Certain aspects of the disclosure are directed to routing decisions implemented in response to VoIP telephone calls. According to a specific example, in response to the VoIP telephone calls, a first set of one or more documents are identified and executed to make routing decisions for the VoIP telephone calls. A second set of one or more documents are then identified based upon an association with the routing decisions. The second set of documents identify data to be retrieved from data sources. In response to the data, call control functionality is provided for the VoIP calls.
1. A VoIP server operated by a VoIP provider and comprising:
one or more computer processor circuits coupled to memory circuits and configured to provide a call control engine that is configured to:
receive VoIP telephone calls from VoIP endpoint devices;
identify, in response to the VoIP telephone calls, a first set of one or more documents written in a first programming language that defines a message exchange protocol between the VoIP call routing server and data sources; and
execute the first set of documents to:
make routing decisions for the VoIP calls; and
identify a second set of one or more documents associated with the routing decisions wherein the second set of one or more documents is written in a second programming language that defines a message exchange protocol between the VoIP server and data sources and includes commands that override the routing decisions corresponding to the execution of the first set of documents; and
execute the second set of documents to:
retrieve data from the data sources; and
provide, in response to the data, call control functionality for the VoIP calls.
2. The server of claim 1 , wherein the first set of documents specify call interception rules that identify when to intercept an incoming call and route the incoming call to a receptionist.
3. The server of claim 2 , wherein the second set of documents specify call routing rules that identify how to process a call that is not intercepted.
4. The server of claim 1 , wherein the first programming language is a subset of the second programming language.
5. The server of claim 1 , wherein the routing decision identifies a customer account and the second set of one or more documents is identified based upon the customer account.
6. The server of claim 1 , wherein the routing decision identifies a particular store of a customer of the VoIP provider, and the second set of documents specify auto attendant functions for the customer.
7. The server of claim 1 , wherein the first and second programming languages are each an extensible markup language.
8. The server of claim 2 , wherein the one or more computer processor circuits are further configured to route the incoming call by selecting from an available pool of receptionists.
9. A method for use with a VoIP server operated by a VoIP provider and comprising one or more computer processor circuits coupled to memory circuits and configured to provide a call control engine, the method comprising using the call control engine to:
receive VoIP telephone calls from VoIP endpoint devices;
identify, in response to the VoIP telephone calls, a first set of one or more documents written in a first programming language that defines a message exchange protocol between the VoIP call routing server and data sources; and
execute the first set of documents to:
make routing decisions for the VoIP calls; and
identify a second set of one or more documents associated with the routing decisions wherein the second set of one or more documents is written in a second programming language that defines a message exchange protocol between the VoIP server and data sources and the second programming language includes commands that override the routing decisions corresponding to the execution of the first set of documents; and
execute the second set of documents to:
retrieve data from the data sources; and
provide, in response to the data, call control functionality for the VoIP calls.
10. The method of claim 9 , wherein the first set of documents specify call interception rules that identify when to intercept an incoming call and route the incoming call to a receptionist.
11. The method of claim 9 , wherein the first programming language is a subset of the second programming language.
12. The method of claim 9 , wherein the routing decision identifies a customer account and the second set of one or more documents is identified based upon the customer account.
13. The method of claim 9 , wherein the routing decision identifies a particular store of a customer of the VoIP provider, and the second set of documents specify auto attendant functions for the customer.
14. The method of claim 9 , wherein the first and second languages are each an extensible markup language.
15. The method of claim 10 , wherein the receptionist is selected from an available pool of receptionists.
16. The method of claim 10 , wherein the call control functionality for the VoIP calls includes playing audio based upon caller ID information.
17. A server operated by a VoIP client and comprising:
one or more computer processor circuits coupled to memory circuits and configured to interface with a call control engine of a VoIP server operated by a VoIP provider, wherein the VoIP client server is configured to:
generate a first set of one or more documents written in a first programming language that defines a message exchange protocol between the VoIP provider server and data sources;
receive a request from the VoIP provider server for access to documents associated with VoIP telephone calls from VoIP endpoint devices; and
provide the first set of documents to:
make routing decisions for the VoIP calls; and
identify a second set of one or more documents associated with the routing decisions wherein the second set of one or more documents is written in a second programming language that defines a message exchange protocol between the VoIP server and data sources and the second programming language includes commands that override the routing decisions corresponding to the execution of the first set of documents; and
provide the second set of documents to:
retrieve data from the data sources; and
provide, in response to the data, call control functionality for the VoIP calls.
18. The server of claim 17 , wherein the first set of documents specify call interception rules that identify when to intercept an incoming call and route the incoming call to a receptionist.
19. The server of claim 18 , wherein the second set of documents specify call routing rules that identify how to process a call that is not intercepted.
20. The server of claim 17 , wherein the first programming language is a subset of the second programming language.
21. The server of claim 17 , wherein the routing decision identifies a customer account and the second set of one or more documents is identified based upon the customer account.
22. The server of claim 17 , wherein the routing decision identifies a particular store of a customer of the VoIP provider, and the second set of documents specify auto attendant functions for the customer.
23. The server of claim 17 , wherein the first and second programming languages are each an extensible markup language.
24. The server of claim 18 , wherein the one or more computer processor circuits are further configured to route the incoming call by selecting from an available pool of receptionists.