Identifying and processing of unreturned calls in IPBX
Apparatuses and methods concerning routing of calls in an IPBX server are disclosed. A first processing circuit is communicatively coupled to an IPBX server that routes VoIP calls for a plurality of end-users having respective VoIP-enabled devices and generates call event messages for the routed calls. The first processing circuit generates call summary metrics from the call event messages. A second processing circuit evaluates the call summary metrics to identify a set of incoming calls to the IPBX that were missed and have not been returned by the end-users. The second processing circuit cross-correlates the identified set of incoming calls with a secondary data source to determine a respective priorities for the set of incoming calls. The second processing circuit stores data indicating calls of the identified set have a higher priority.
1. An apparatus comprising:
a first processing circuit communicatively coupled to an internet-protocol private branch exchange (IPBX) server which is configured and arranged to route Voice over Internet Protocol (VoIP) calls for a plurality of end-users having respective VoIP-enabled devices, wherein the respective VoIP-enabled devices are communicatively coupled to the IPBX server via a circuit-based communications network, and the first processing circuit configured and arranged to process VoIP-call data by:
receiving messages, characterizing communications involving specific ones of the respective VoIP-enabled devices for which the IPBX server routed calls, and
generating, from the messages, summary data for the calls routed and involving the specific ones of the respective VoIP-enabled devices; and
a second processing circuit communicatively coupled to the first processing circuit and configured and arranged to process the summary data by:
retrieving, using a secondary data source, data specifying non-voice communications with at least some participants of the routed calls and an indication of different priorities associated with the routed calls, and
comparing the data specifying non-voice communications as retrieved from the secondary data source and the indication of different priorities associated with the routed calls and, in response, generating data indicative of actions to be performed based in part on the indication of different priorities associated with the routed calls.
2. The apparatus of claim 1 , wherein the second processing circuit is further configured to generate, based upon the assigned priorities, alerts to end-users of a plurality of end-users.
3. The apparatus of claim 1 , wherein at least one of the first and second processing circuits is configured to identify, from the summary data, a set of incoming calls to the IPBX server that were unreturned by either voice or non-voice communications.
4. The apparatus of claim 3 , wherein the second processing circuit is further configured to identify the set of incoming calls by identifying missed incoming calls that are not returned within a threshold period of time.
5. The apparatus of claim 4 , wherein the second processing circuit is further configured to generate metadata identifying calls as potential sales leads.
6. The apparatus of claim 5 , wherein the metadata specifies one or more end-users assigned to the potential sales leads.
7. The apparatus of claim 3 , wherein the second processing circuit is further configured to determine a respective priority of a particular call of the set of incoming calls based on a telephone number of the caller of the particular call.
8. The apparatus of claim 1 , wherein the second processing circuit is further configured to determine the respective priority for a particular call by:
determining a probability that the particular call is SPAM.
9. The apparatus of claim 8 , wherein the second processing circuit is further configured to determine the respective priority for a particular call by:
storing, in response to the determined probability being greater than a threshold probability, data indicating the particular call has a lower priority.
10. The apparatus of claim 9 , wherein the second processing circuit is further configured to determine the respective priority for a particular call by:
storing, in response to the determined probability being less than a threshold probability, data indicating the particular call has a higher priority.
11. The apparatus of claim 1 , wherein the second processing circuit is further configured to determine the respective priorities by:
identifying end-users included in a specific grouping or department;
identifying a subset of the set of incoming calls having one of the identified end-users as a callee; and
storing data indicating the calls in the subset have a higher priority than calls not in the sub set.
12. The apparatus of claim 1 , wherein the second processing circuit is further configured to determine a respective priority of a particular call as a function of data indicated in a contact directory of an end-user being called by the particular call.
13. The apparatus of claim 1 , wherein the second processing circuit is further configured to determine the respective priority of a particular call as a function of scheduling data of an end-user being called by the particular call.
14. The apparatus of claim 1 , further comprising the IPBX server.