System and method for managing calls
A computer-implemented method for managing calls in a collaboration environment is provided. The method includes receiving, by a processor, a call into a collaboration session of the collaboration environment. The method also includes identifying, by the processor, a user from a plurality of users associated with the collaboration session, based on at least one of contextual information regarding the call and information regarding the plurality of users. The method further includes providing, by the processor, an interface on a device associated with the identified user, wherein the interface enables the identified user to instruct the device to handle the call within the collaboration session.
1. A computer-implemented method for managing calls in a collaboration environment, comprising:
detecting receipt of a call through a browser-based collaboration session;
placing the call in a queue of calls;
identifying a user to receive the call based on availability dates of a plurality of users; and
assigning the call to the user.
2. The computer-implemented method of claim 1 , further comprising:
determining that the user is currently available or will be available within a time interval.
3. The computer-implemented method of claim 1 , further comprising:
enabling the user to answer the call from the queue.
4. The computer-implemented method of claim 1 , further comprising:
determining an identity of a caller associated with the call based on contextual information about the caller.
5. The computer-implemented method of claim 4 , further comprising:
detecting receipt of an email message or a text message from a caller associated with the call,
wherein determining the identity of the caller comprises determining the identity based on contextual information about the caller from the email message or the text message.
6. The computer-implemented method of claim 4 , wherein the browser-based collaboration session is one of a plurality of collaboration sessions, and wherein the method further comprises:
selecting the collaboration session from the plurality of collaboration sessions based on the contextual information.
7. The computer-implemented method of claim 4 , further comprising:
obtaining the contextual information based on prior communication records related to the caller.
8. A non-transitory, computer-readable medium storing a set of instructions, which when executed by a processor, cause:
detecting receipt of a call through a browser-based collaboration session;
placing the call in a queue of calls;
identifying a user to receive the call based on availability dates of a plurality of users; and
assigning the call to the user.
9. The non-transitory, computer-readable medium of claim 8 , storing a further set of instructions that, when executed by the processor, cause:
determining that the user is currently available or will be available within a time interval.
10. The non-transitory, computer-readable medium of claim 8 , storing a further set of instructions that, when executed by the processor, cause:
enabling the user to answer the call from the queue.
11. The non-transitory, computer-readable medium of claim 8 , storing a further set of instructions that, when executed by the processor, cause:
determining an identity of a caller associated with the call based on contextual information about the caller.
12. The non-transitory, computer-readable medium of claim 11 , wherein the further set of instructions, when executed by the processor, cause:
detecting receipt of an email message or a text message from a caller associated with the call,
wherein determining the identity of the caller comprises determining the identity based on contextual information about the caller from the email message or the text message.
13. The non-transitory, computer-readable medium of claim 11 , wherein the browser-based collaboration session is one of a plurality of collaboration sessions, and wherein the further set of instructions, when executed by the processor, further cause:
selecting the collaboration session from the plurality of collaboration sessions based on the contextual information.
14. A system for managing calls in a collaboration environment, the system comprising:
a processor;
a memory operatively connected to the processor and storing instructions, which when executed by the processor, cause:
detecting receipt of a call through a browser-based collaboration session;
placing the call in a queue of calls;
identifying a user to receive the call based on availability dates of a plurality of users; and
assigning the call to the user.
15. System of claim 14 , wherein the memory stores further instructions, which when executed by the processor, cause:
determining that the user is currently available or will be available within a time interval.
16. The system of claim 14 , wherein the memory stores further instructions, which when executed by the processor, cause:
enabling available user to answer the call from the queue.
17. The system of claim 14 , wherein the memory stores further instructions, which when executed by the processor, cause:
determining an identity of a caller associated with the call based on contextual information about the caller.
18. The system of claim 17 , wherein the further instructions, when executed by the processor, cause:
detecting receipt of an email message or a text message from a caller associated with the call,
wherein determining the identity of the caller comprises determining the identity based on contextual information about the caller from the email message or the text message.
19. The system of claim 17 , wherein the browser-based collaboration session is one of a plurality of collaboration sessions, and wherein the further instructions, when executed by the processor, cause:
selecting the collaboration session from the plurality of collaboration sessions based on the contextual information.
20. The system of claim 17 , wherein the further instructions, when executed by the processor, cause:
obtaining the contextual information based on prior communication records related to the caller.