Routing an inbound call to a virtual meeting via an interactive voice response system
Voice and video features of a software platform are integrated to enable customization of software services of the software platform on a customer-basis. Routing rules are defined to route calls to certain phone numbers or extensions to certain software services. Thereafter, when a call is received via a telephony system associated with the software platform, a routing rule customized for the software platform is identified based on information signaled with the call, such as a phone number or extension dialed to place the call. A software service is determined based on the routing rule, and the phone is connected with the software system that provides the software service.
1. A method, comprising:
routing, to an interactive voice response system, a call to a phone number associated with a customer of a software platform;
receiving, during the call, a response to a prompt of the interactive voice response system; and
routing, based on the response and a routing rule associated with the customer, the call to a virtual meeting implemented by the software platform.
2. The method of claim 1 , wherein routing the call to the virtual meeting comprises:
prompting, based on the response, for a meeting identifier associated with the virtual meeting; and
routing the call to the virtual meeting based on the meeting identifier.
3. The method of claim 1 , wherein routing the call to the virtual meeting comprises:
routing the call to the virtual meeting based on the routing rule indicating to route responses to the prompt to the virtual meeting.
4. The method of claim 1 , wherein routing the call to the interactive voice response system comprises:
identifying the routing rule based on the call to the phone number.
5. The method of claim 1 , comprising:
causing a client application running at a device from which the call is received to connect to the virtual meeting.
6. The method of claim 1 , comprising:
facilitating the interactive voice response system using an auto attendant of the software platform.
7. The method of claim 1 , comprising:
defining the routing rule to cause responses to the prompt to route to the interactive voice response system.
8. The method of claim 1 , wherein the software platform is a unified communications as a service software platform.
9. A non-transitory computer readable medium storing instructions that, when executed by a processor, cause a performance of operations comprising:
routing, to an interactive voice response system, a call to a phone number associated with a customer of a software platform;
receiving, during the call, a response to a prompt of the interactive voice response system; and
routing, based on the response and a routing rule associated with the customer, the call to a virtual meeting implemented by the software platform.
10. The non-transitory computer readable medium of claim 9 , wherein routing the call to the interactive voice response system comprises:
searching a data store for a record associated with the routing rule based on the call to the phone number.
11. The non-transitory computer readable medium of claim 9 , wherein the call is routed to the virtual meeting based on the response and a meeting identifier received in connection with the response.
12. The non-transitory computer readable medium of claim 9 , wherein the call is initiated at a device external to the customer.
13. The non-transitory computer readable medium of claim 9 , wherein the interactive voice response system is facilitated using an auto attendant of the software platform.
14. An apparatus, comprising:
a memory; and
a processor configured to execute instructions stored in the memory to:
route, to an interactive voice response system, a call to a phone number associated with a customer of a software platform;
receive, during the call, a response to a prompt of the interactive voice response system; and
route, based on the response and a routing rule associated with the customer, the call to a virtual meeting implemented by the software platform.
15. The apparatus of claim 14 , wherein the processor is configured to execute the instructions to:
access a data store record associated with the routing rule based on one or both of the call to the phone number or the response.
16. The apparatus of claim 14 , wherein the processor is configured to execute the instructions to:
prompt, based on the response, for a meeting identifier associated with the virtual meeting.
17. The apparatus of claim 14 , wherein the routing rule is specific to the customer.
18. The apparatus of claim 14 , wherein the processor is configured to execute the instructions to:
generate a record associated with the routing rule based on a definition of the routing rule; and
store the record in a data store for later use in processing calls to the phone number.
19. The apparatus of claim 14 , wherein the call is processed using a telephony system of the software platform and the virtual meeting is processed using a virtual meeting system of the software platform.
20. The apparatus of claim 14 , wherein the virtual meeting is a video-enabled virtual meeting.