Granted Patent B1

US 11,190,642 · App. 16/550,703 · Granted Nov 30, 2021

Inventors: Leopoldo E. Yanes (Boston, MA); Aaron Evans (Boston, MA); Jedidiah Brown (Seattle, WA); Elias Sardonis (Cambridge, MA)

Assignee: Fuze, Inc.

H04M3/5232H04M3/42059H04M3/4288

Abstract

Claims (66)

1. An automatic call distribution system, comprising:

a call flow service; and

a weighted-bid call distribution service, wherein:

the call flow service is configured to:

receive an incoming call from a caller,

obtain a caller identifier for the caller, and

provide a request, including the caller identifier, to the weighted-bid call distribution service for a recommended recipient for the incoming call, and wherein the weighted-bid call distribution service is configured to:

receive the request and the caller identifier from the call flow service,

determine an availability weight for at least one potential recipient of the incoming call,

identify the recommended recipient based on the availability weight,

provide an interrupt request to the recommended recipient when the recommended recipient is currently on another call, and

return the recommended recipient to the call flow service when the recommended recipient accepts the interrupt request.

2. The automatic call distribution system of claim 1 , wherein the call flow service is further configured to route the incoming call to the recommended recipient.

3. The automatic call distribution system of claim 2 , wherein the weighted-bid call distribution service is further configured to identify a recommended endpoint device for the recommended recipient at a time of the incoming call, and provide the recommended endpoint device to the call flow service.

4. The automatic call distribution system of claim 3 , wherein the call flow service is further configured to route the incoming call to the recommended recipient at the recommended endpoint device.

5. The automatic call distribution system of claim 1 , wherein the weighted-bid call distribution service is further configured to:

determine a priority weight for the incoming call, based on the caller identifier;

determine a relevancy weight for each of a plurality of potential recipients, including the at least one potential recipient of the incoming call;

identify one or more relevant recipients based on the relevancy weights, the one or more relevant recipients including the at least one potential recipient of the incoming call;

determine an availability weight for each of the one or more relevant recipients; and

identify the recommended recipient based on the availability weights for the one or more relevant recipients, the relevancy weights for the one or more relevant recipients, and the priority weight for the incoming call.

6. The automatic call distribution system of claim 5 , wherein the weighted-bid call distribution service is configured to determine the priority weight for the incoming call, at least in part by:

providing a request, including the caller identifier, to a contact lookup service for information associated with the caller; and

determining the priority weight for the incoming call based on the information associated with the caller.

7. The automatic call distribution system of claim 6 , wherein the weighted-bid call distribution service is configured to determine the relevancy weight for each of the plurality of potential recipients at least in part, by:

providing a request, to an enterprise user directory, for enterprise user information for each of the plurality of potential recipients; and

determining the relevancy weight for each of the plurality of potential recipients based on the enterprise user information.

8. The automatic call distribution system of claim 7 , wherein the enterprise user information includes prior call history information associated with the information associated with the caller.

9. The automatic call distribution system of claim 7 , wherein the weighted-bid call distribution service is configured to determine the availability weight for each of the relevant recipients at least in part by:

providing a request, to a calendar service, for calendar information for each of the one or more relevant recipients; and

determining the availability weight for each of the one or more relevant recipients based on the calendar information for that relevant recipient.

10. The automatic call distribution system of claim 7 , wherein the weighted-bid call distribution service is configured to determine the availability weight for each of the one or more relevant recipients, at least in part, by:

providing a request, to a presence service, for presence information for each of the one or more relevant recipients; and

determining the availability weight for each of the one or more relevant recipients based on the presence information for that relevant recipient.

11. The automatic call distribution system of claim 5 , wherein the call flow service is further configured to provide the interrupt request to the recommended recipient, when the priority weight for the incoming call and the relevance weight for the recommended recipient outweigh the availability weight of the recommended recipient.

12. A computer-implemented method, comprising:

receiving, at a weighted-bid service from call flow service, a request for a recommended recipient for an incoming call received from a caller at the call flow service;

determining, by the weighted-bid service, a first weight associated with the caller;

determining, by the weighted-bid service, a second weight associated with a potential recipient of the incoming call;

identifying, by the weighted-bid service, the recommended recipient for the incoming call based on the first weight and the second weight;

providing the recommended recipient from the weighted-bid service to the call flow service;

providing an interrupt request to the recommended recipient when the recommended recipient is currently on another call; and

routing the incoming call to a recipient device of the recommended recipient with the call flow service when the recommended recipient accepts the interrupt request.

13. The computer-implemented method of claim 12 , wherein the first weight is a priority weight that is based on caller information associated with the caller, and the second weight is a relevancy weight that indicates a relevance of the potential recipient to the incoming call.

14. The computer-implemented method of claim 12 , further comprising determining a third weight associated with the potential recipient of the incoming call, wherein identifying the recommended recipient for the incoming call based on the first weight and the second weight comprises identifying the recommended recipient for the incoming call based on the first weight, the second weight, and the third weight.

15. The computer-implemented method of claim 14 , wherein identifying the recommended recipient for the incoming call based on the first weight, the second weight, and the third weight comprises comparing the third weight to a combination of the first and second weights for each of the potential recipient.

16. The computer-implemented method of claim 15 , wherein the third weight for each of the potential recipient is an availability weight that indicates an availability of the potential recipient.

17. The computer-implemented method of claim 15 , further comprising:

determining that the potential recipient is not currently available;

determining, based on the comparing, that the potential recipient is not to be interrupted; and

identifying a second potential recipient as the recommended recipient.

18. The computer-implemented method of claim 17 , further comprising:

determining that the recommended recipient is on a current call;

determining, based on the comparing, that the recommended recipient should be interrupted; and

providing an interrupt request to the recommended recipient.

19. The computer-implemented method of claim 18 , further comprising:

receiving an indication from the recipient device of the recommended recipient that the interrupt request is accepted;

routing the incoming call to the recipient device of the recommended recipient; and

requesting, from the weighted-bid service, a new recommended recipient for the current call.

20. A non-transitory computer-readable storage medium including instructions that, when executed by a processor, cause the processor to perform a method for intelligently routing an incoming call, the method comprising:

receiving a request for a recommended recipient for an incoming call received from a caller;

determining a first weight associated with the caller;

determining a second weight associated with at least one potential recipient of the incoming call;

identifying the recommended recipient for the incoming call based on the first weight and the second weight;

providing an interrupt request to the recommended recipient when the recommended recipient is currently on another call; and

returning the recommended recipient to a call flow service when the recommended recipient accepts the interrupt request.

Assignments (8)

Cited By (2)

US 12,395,826 US 12,457,294