Granted Patent B2

US 12,287,946 · App. 16/731,907 · Granted Apr 29, 2025

Inventor: Tomas Gorny (Scottsdale, AZ)

Assignee: Nextiva, Inc.

G06F3/0481G06F3/04845G06F40/186G06Q30/02H04L41/18H04L41/22H04L43/045H04M3/42068H04M3/5133H04W24/08H04W24/10H04M3/42348H04M2203/558

Abstract

Claims (111)

1. A system, comprising:

a communication device assigned to a call group; and

a computer comprising a processor and memory, the computer coupled with a database and configured to:

receive user profile information by a user interface, the user profile information identifying a user and comprising a user telephone number and a user location;

in response to selecting an option, send a welcome email with login details;

access a wizard by the user interface, the wizard comprising one or more subwizards;

display a first location information subwizard in an expanded state;

receive, by a first input to the first location information subwizard, an outgoing telephone number and a location name associated with a location;

monitor the first input for a first expansion condition;

expand a second administrators subwizard in response to detecting the first expansion condition;

receive, by a second input to the second administrators subwizard, a configuration of location information associated with one or more administrators associated with the location;

monitor the second input for a second expansion condition;

expand a third location features subwizard in response to detecting the second expansion condition;

receive, by a third input to the third location features subwizard, selection of one or more location configuration features; and

access a my accounts wizard by the user interface, the my accounts wizard permitting updating payment details, viewing call history and invoices and assigning licenses.

2. The system of claim 1 , wherein the computer is further configured to:

display a first configuration and settings subwizard of one or more configuration and settings subwizards in an expanded state, the first configuration and settings subwizard comprising a set of configuration options different than a second configuration and settings subwizard of the one or more configuration and settings subwizards;

monitor an input for a collapse condition of the first configuration and settings subwizard; and

automatically collapse the first configuration and settings subwizard and expand the second configuration and settings subwizard in response to detecting a collapse condition for the first configuration and settings subwizard.

3. The system of claim 1 , wherein the computer is further configured to:

assign location information to a call center profile using a create call center wizard by:

displaying a create call center profile subwizard in an expanded state;

receiving, by an input to the create call center profile subwizard, an assignment of location information to the call center profile;

after receiving the assignment of the location information to the call center profile, monitoring the input for a collapse condition; and

collapsing automatically the create call center profile subwizard in response to detecting the collapse condition.

4. The system of claim 1 , wherein the computer is further configured to:

receive a call center profile; and

route the incoming call to an agent of one or more agents with a particular skill-level.

5. The system of claim 4 , wherein the call center profile comprises one or more of:

a call center name;

a call center caller ID;

a call center telephone number;

a call center extension;

a call distribution policy;

a queue length;

an agent state;

a wait time;

a maximum automatic call distributor wrap-up time;

a ring pattern; and

a forced delivered call ring pattern.

6. The system of claim 1 , wherein the computer is further configured to:

receive a call center schedule, the call center schedule comprising one or more open time periods; and

route the incoming call to an agent of one or more agents only in response to receiving an incoming call during the one or more open time periods.

7. A computer-implemented method, comprising:

receiving user profile information by a user interface, the user profile information identifying a user and comprising a user telephone number and a user location;

in response to selecting an option, sending a welcome email with login details;

accessing a wizard by the user interface, the wizard comprising one or more subwizards;

displaying a first location information subwizard in an expanded state;

receiving, by a first input to the first location information subwizard, an outgoing telephone number and a location name associated with a location;

monitoring the first input for a first expansion condition;

expanding a second administrators subwizard in response to detecting the first expansion condition;

receiving, by a second input to the second administrators subwizard, a configuration of location information associated with one or more administrators associated with the location;

monitoring the second input for a second expansion condition;

expanding a third location features subwizard in response to detecting the second expansion condition;

receiving, by a third input to the third location features subwizard, selection of one or more location configuration features; and

accessing a my accounts wizard by the user interface, the my accounts wizard permitting updating payment details, viewing call history and invoices and assigning licenses.

8. The computer-implemented method of claim 7 , further comprising:

displaying a first configuration and settings subwizard of one or more configuration and settings subwizards in an expanded state, the first configuration and settings subwizard comprising a set of configuration options different than a second configuration and settings subwizard of the one or more configuration and settings subwizards;

monitoring an input for a collapse condition of the first configuration and settings subwizard; and

automatically collapsing the first configuration and settings subwizard and expand the second configuration and settings subwizard in response to detecting a collapse condition for the first configuration and settings subwizard.

9. The computer-implemented method of claim 7 , further comprising:

displaying a create call center profile subwizard in an expanded state;

receiving, by an input to the create call center profile subwizard, an assignment of location information to a call center profile;

after receiving the assignment of the location information to the call center profile, monitoring the input for a collapse condition; and

collapsing automatically the create call center profile subwizard in response to detecting the collapse condition.

10. The computer-implemented method of claim 7 , further comprising:

receiving a call center profile; and

routing the incoming call to an agent of one or more agents with a particular skill-level.

11. The computer-implemented method of claim 10 , wherein the call center profile comprises one or more of:

a call center name;

a call center caller ID;

a call center telephone number;

a call center extension;

a call distribution policy;

a queue length;

an agent state;

a wait time;

a maximum automatic call distributor wrap-up time;

a ring pattern; and

a forced delivered call ring pattern.

12. The computer-implemented method of claim 7 , further comprising:

receiving a call center schedule, the call center schedule comprising one or more open time periods; and

routing the incoming call to an agent of one or more agents only in response to receiving an incoming call during the one or more open time periods.

13. A non-transitory computer-readable medium embodied with software, the software when executed:

receives user profile information by a user interface, the user profile information identifying a user and comprising a user telephone number and a user location;

in response to selecting an option, sends a welcome email with login details;

accesses a wizard by the user interface, the wizard comprising one or more subwizards;

displays a first location information subwizard in an expanded state;

receives, by a first input to the first location information subwizard, an outgoing telephone number and a location name associated with a location;

monitors the first input for a first expansion condition;

expands a second administrators subwizard in response to detecting the first expansion condition;

receives, by a second input to the second administrators subwizard, a configuration of location information associated with one or more administrators associated with the location;

monitors the second input for a second expansion condition;

expands a third location features subwizard in response to detecting the second expansion condition;

receives, by a third input to the third location features subwizard, selection of one or more location configuration features; and

accesses a my accounts wizard by the user interface, the my accounts wizard permitting updating payment details, viewing call history and invoices and assigning licenses.

14. The non-transitory computer-readable medium of claim 13 , wherein the software when executed further:

displays a first configuration and settings subwizard of one or more configuration and settings subwizards in an expanded state, the first configuration and settings subwizard comprising a set of configuration options different than a second configuration and settings subwizard of the one or more configuration and settings subwizards;

monitors an input for a collapse condition of the first configuration and settings subwizard; and

automatically collapses the first configuration and settings subwizard and expand the second configuration and settings subwizard in response to detecting a collapse condition for the first configuration and settings subwizard.

15. The non-transitory computer-readable medium of claim 13 , wherein the software when executed further:

displays a create call center profile subwizard in an expanded state;

receives, by an input to the create call center profile subwizard, an assignment of location information to a call center profile;

after receiving the assignment of the location information to the call center profile, monitors the input for a collapse condition; and

automatically collapses the create call center profile subwizard in response to detecting the collapse condition.

16. The non-transitory computer-readable medium of claim 13 , wherein the software when executed further:

receives a call center profile; and

routes the incoming call to an agent of one or more agents with a particular skill-level.

17. The non-transitory computer-readable medium of claim 13 , wherein the software when executed further:

receives a call center schedule, the call center schedule comprising one or more open time periods; and

routes the incoming call to an agent of one or more agents only in response to receiving an incoming call during the one or more open time periods.

Assignments (3)

Continuity (3)

References Cited (38)