Data communication routing architecture based on time zone and reconfiguration
Certain aspects of the disclosure are directed to routing data communications based on time zone. According to a specific example, a data-communications system for routing data communications based on time zone includes a communications routing circuit and a processing circuit. The communications routing circuit receives and routes data communications to a plurality of data communications stations and provides data communications services to remotely-situated client entities. For data communications routed for client entities in which a time zone routing feature is applied, the processing circuit determines a geographic location of the respective data communications station. The processing circuit then identifies a respective set of routing functions, based on a time zone of the geographic location, and routes the data communication based on the time zone, and according to the respective set of routing functions.
1. A data-communications system, comprising:
a communications routing circuit to receive and route data communications on behalf of a plurality of data communications stations and provide data communications services to a plurality of remotely-situated client entities respectively associated with certain of the plurality of data communications stations;
a processing circuit to track or monitor data communications routed by the communications routing circuit, and for at least some of the data communications, the processing circuit is further to:
determine, in response to receipt of a data communication intended for a respective one of the data communications stations of a client entity and occurring in a window of time corresponding to a time zone change, a geographic location of a respective data communications station from among the plurality of data communications stations; and
in response to an assessment that accounts for a time zone of the geographic location, that accounts for a respective set of routing functions associated with the respective data communications station and that accounts for the window of time associated with the data communication, process the data communication by:
routing the data communication to the respective data communications station under a condition indicated via the assessment that the data communication is not considered a disruptive time relative to the window of time, wherein in response to the data communication, the processing circuit is to identify a policy associated with the client entity, and automatically implement the policy for routing the data communication, and
determining whether a specific nature or topic associated with the data communication requires that the data communication is to be sent directly to the respective data communications station regardless of the window of time.
2. The data-communications system of claim 1 , wherein the processing circuit is to track or monitor the geographic location of the respective data communications station.
3. The data-communications system of claim 1 , wherein the processing circuit is to generate the assessment based on the time zone and on the respective set of routing functions associated with the respective data communications station.
4. The data-communications system of claim 1 , wherein in response to the data communication, the processing circuit is to process the data communication by routing the data communication based on a client entity policy that includes default communications routing policies to be implemented based on a change of time zone.
5. The data-communications system of claim 1 , wherein the processing circuit is to process the data communication by routing the data communication based on a client entity policy indicating that a local time at which the data communication is received by the respective data communications station is within a window of time specified in the policy.
6. The data-communications system of claim 1 , wherein the processing circuit is to process the data communication by providing a text-based virtual assistant in response to the condition, that the data communication is not considered a disruptive time relative to the window of time, is not satisfied.
7. The data-communications system of claim 6 , wherein the processing circuit is to route the data communication to a messaging system in response to answers received by the text-based virtual assistant satisfying a set of criteria specified in the policy associated with the respective data communications station or a policy of the client entity.
8. The data-communications system of claim 6 , wherein the processing circuit is to route the data communication to a different data communications station in response to answers received by the text-based virtual assistant satisfying a set of criteria specified in the policy associated with the respective data communications station or a policy of the client entity.
9. The data-communications system of claim 1 , wherein in response to the data communication, the processing circuit is to use the geographic location of the respective data communications station for determining a local time associated with the data communication; and
apply a different set of routing functions to the data communication based on the determined local time.
10. The data-communications system of claim 1 , wherein the processing circuit is to, in response to a determination that a local time at which the data communication is received by the respective data communications station is within a specified window of time, intercept the data communication and provide an interactive voice recognition (IVR) system to address the data communication.
11. The data-communications system of claim 10 , wherein the processing circuit is to route the data communication to a messaging system in response to answers received by the IVR system satisfying a set of criteria specified by a client entity associated with the respective data communications station.
12. The data-communications system of claim 1 , wherein the processing circuit is to: identify the topic of the data communication or a sentiment of the data communication, determine a local time at which the data communication is received by data communications station, and route the data communication based on the determined local time.
13. The data-communications system of claim 12 , wherein the processing circuit is to route the data communication based on: the identified topic or sentiment, the determined local time, and an importance indicator associated with the identified topic or sentiment.
14. The data-communications system of claim 12 , wherein the processing circuit is to route the data communication based on: the identified topic or sentiment, the determined local time, an importance indicator associated with the identified topic or sentiment, and the respective set of routing functions associated with the data communications station.
15. The data-communications system of claim 1 , wherein the processing circuit is to use machine learning to identify one or more topics or sentiments of the data communication.
16. A data-communications system, comprising:
a communications routing circuit to receive and route data communications on behalf of a plurality of data communications stations and provide data communications services to a plurality of remotely-situated client entities respectively associated with a certain of the plurality of data communications stations;
a processing circuit to track or monitor data communications routed by the communications routing circuit, and for at least some of the data communications, the processing circuit is further to:
determine, in response to receipt of a data communication intended for a respective one of the data communications stations of a client entity and occurring in a window of time corresponding to a time zone change, a geographic location of a respective data communications station; and
in response to an assessment that indicates the data communication pertains to an emergency alert for the geographic location of the data communications station, that accounts for a time zone of the geographic location, that accounts for a respective set of routing functions associated with the respective data communications station and that accounts for the window of time associated with the data communication, process the data communication by:
overriding a routing policy associated with the data communications station that would have the data communication routed to the respective data communications station under a first condition indicated via the assessment that the data communication is not considered a disruptive time relative to the window of time, and
routing the emergency alert to the data communications station; and
in response to the data communication and under another condition different than the first condition, processing the data communication by routing the data communication based on a client entity policy that includes one or more default communications routing policies to be implemented based on one or more changes of time zone.
17. The data-communications system of claim 16 , wherein the processing circuit is to track or monitor the geographic location of the respective data communications station.