SYSTEMS AND METHODS FOR REDIRECTION OF INCOMING CONTACTS

1 . A system adapted to automatically optimize the routing of incoming calls, the system comprising:

a session controller;

a first plurality of media servers;

a second plurality of media servers;

a processor and a non-transitory computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform operations which comprise:

regularly polling the first plurality of media servers to determine a first group of most-available servers;

regularly polling the second plurality of media servers to determine a second group of most-available servers;

when the session controller receives an inbound call:

selecting a server from the first group of most-available servers or the second group of most-available servers; and

connecting the inbound call to the selected server.

2 . The system of claim 1 , wherein the first group of most-available servers or the second group of most-available servers comprises three servers.

3 . The system of claim 1 , wherein:

determining the first group of most-available server; or

determining the second group of most-available servers; or

selecting a server from the first group of most-available servers; or

selecting a server from the second group of most-available servers involves a workflow comprising at least one rule.

4 . The system of claim 3 , wherein the at least one rule comprises a Boolean expression.

5 . The system of claim 3 , wherein the operations further comprise:

if the Boolean expression is TRUE, performing a first action; and

if the Boolean expression is FALSE, performing a second action.

6 . The system of claim 3 , wherein the at least one rule comprises at least one nested rule.

7 . The system of claim 3 , wherein the workflow involves preferentially routing the incoming call to a server of the first group of preferred servers or the second group of preferred servers that is geographically closest to a point of origin of the incoming call.

8 . The system of claim 1 , wherein the first plurality of media servers and the second plurality of media servers are located in separate geographic regions.

9 . The system of claim 1 , wherein determining the first group of most-available servers and determining the second group of most-available servers involves searching for least-used servers that are not subject to duress or outage.

10 . The system of claim 1 , wherein connecting the inbound call to the selected server involves generating a routing detail record containing at least one of a date, a time, an IP address of a device requesting the call, an incoming call ID, an incoming called number, a transaction ID, an SIP response code, information regarding media servers for multiple choice responses, reject reason for reject responses, incoming X-headers, or incoming calling number.

11 . A computer-implemented method adapted to automatically optimize the routing of incoming calls, which method comprises:

regularly polling a first plurality of media servers to determine a first group of most-available servers;

regularly polling a second plurality of media servers to determine a second group of most-available servers;

when a session controller receives an inbound call:

selecting a server from the first group of most-available servers or the second group of most-available servers; and

connecting the inbound call to the selected server.

12 . The method of claim 11 , wherein the first group of most-available servers or the second group of most-available servers comprises three servers.

13 . The method of claim 11 , wherein:

determining the first group of most-available server; or

determining the second group of most-available servers; or

selecting a server from the first group of most-available servers; or

selecting a server from the second group of most-available servers involves a workflow comprising at least one rule.

14 . The method of claim 13 , wherein the at least one rule comprises a Boolean expression.

15 . The method of claim 13 , further comprising:

if the Boolean expression is TRUE, performing a first action; and

if the Boolean expression is FALSE, performing a second action.

16 . The method of claim 13 , wherein the at least one rule comprises at least one nested rule.

17 . The method of claim 13 , wherein the workflow involves preferentially routing the incoming call to a server of the first group of preferred servers or the second group of preferred servers that is geographically closest to a point of origin of the incoming call.

18 . The method of claim 11 , wherein the first plurality of media servers and the second plurality of media servers are located in separate geographic regions.

19 . The method of claim 11 , wherein determining the first group of most-available servers and determining the second group of most-available servers involves searching for least-used servers that are not subject to duress or outage.

20 . The method of claim 11 , wherein connecting the inbound call to the selected server involves generating a routing detail record containing at least one of a date, a time, an IP address of a device requesting the call, an incoming call ID, an incoming called number, a transaction ID, an SIP response code, information regarding media servers for multiple choice responses, reject reason for reject responses, incoming X-headers, or incoming calling number.