System and method for automatic insertion of call intelligence in an information system
First Claim
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1. A computer-implemented method for automatically inserting call intelligence in an information system, the computer-implemented method comprising:
- writing, via a processor, relating to a phone call received at a phone system of a PBX, wherein the phone call includes a conversation between a first user and a second user, a phone number of the first user, a duration of the phone call, and a second user identifier into a memory;
recording, via the processor, the conversation into the memory;
generating, via the processor, a new call detail record comprising the conversation sourced from the memory, the phone number sourced from the memory, the duration sourced from the memory, and the second user identifier sourced from the memory;
accessing, via the processor, the new call detail record during the phone call;
identifying, via the processor, a database record associated with the new call detail record based on the phone number sourced from the memory, wherein the database record is associated with the first user;
identifying, via the processor, the second user associated with the new call detail record based on the second user identifier;
submitting, via the processor, a series of queries to a database based on a heuristic logic such that a most likely subject matter associated with the first user during the phone call is determined based on the series of queries including;
the phone number sourced from the memory, the duration sourced from the memory, and the second user identifier sourced from the memory,an established relationship between the first user based on the database record and the second user based on the second user identifier, anda most recent subject matter associated with the database record, wherein the database includes a local database and a global database, wherein the series of queries includes a first query and a second query, wherein the first query is performed on at least one of the local database or the global database, and wherein based on the first query not resulting in a response, the second query is performed on the at least one of the local database or the global database that was not subject to the first query;
generating, via the processor, a call intelligence record of the conversation based on the database record and the most likely subject matter; and
inserting, via the processor, the call intelligence record into an information database in association with the database record.
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Abstract
Systems and methods for providing automatic insertion of call intelligence in an information system are provided. In exemplary embodiments, new call detail records are accessed. At least one individual associated with the new call detail record may then be identified, and a subject matter associated with the new call detail record determined. A call intelligence record based on the identified individual and the subject matter is then generated and automatically inserted into the information system.
204 Citations
17 Claims
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1. A computer-implemented method for automatically inserting call intelligence in an information system, the computer-implemented method comprising:
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writing, via a processor, relating to a phone call received at a phone system of a PBX, wherein the phone call includes a conversation between a first user and a second user, a phone number of the first user, a duration of the phone call, and a second user identifier into a memory; recording, via the processor, the conversation into the memory; generating, via the processor, a new call detail record comprising the conversation sourced from the memory, the phone number sourced from the memory, the duration sourced from the memory, and the second user identifier sourced from the memory; accessing, via the processor, the new call detail record during the phone call; identifying, via the processor, a database record associated with the new call detail record based on the phone number sourced from the memory, wherein the database record is associated with the first user; identifying, via the processor, the second user associated with the new call detail record based on the second user identifier; submitting, via the processor, a series of queries to a database based on a heuristic logic such that a most likely subject matter associated with the first user during the phone call is determined based on the series of queries including; the phone number sourced from the memory, the duration sourced from the memory, and the second user identifier sourced from the memory, an established relationship between the first user based on the database record and the second user based on the second user identifier, and a most recent subject matter associated with the database record, wherein the database includes a local database and a global database, wherein the series of queries includes a first query and a second query, wherein the first query is performed on at least one of the local database or the global database, and wherein based on the first query not resulting in a response, the second query is performed on the at least one of the local database or the global database that was not subject to the first query; generating, via the processor, a call intelligence record of the conversation based on the database record and the most likely subject matter; and inserting, via the processor, the call intelligence record into an information database in association with the database record. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A system for automatically inserting call intelligence in an information system, the system comprising:
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a processor; a CDR module configured to run via the processor and access a new call detail record comprising a phone number of a phone operated by a first user to place a call to a second user operating a phone system coupled to a PBX, a duration of the call, an identifier of the second user during the call, and a conversation between the first user and the second user; a query module configured to run via the processor and perform a series of queries to a database based on a heuristic logic and thereby; identify a database record associated with the new call detail record based on the phone number, identify the second user associated with the new call detail record based on the identifier, identify an established relationship between the database record and the identifier, determine an opportunity associated with the established relationship by determining a most recent opportunity associated with the database record, wherein the database includes a local database and a global database, wherein the series of queries includes a first query and a second query, wherein the first query is performed on at least one of the local database or the global database, and wherein based on the first query not resulting in a response, the second query is performed on the at least one of the local database or the global database that was not subject to the first query; a call intelligence generator configured to run via the processor, generate a call intelligence record based on the database record, the identifier, and the opportunity, and insert the call intelligence record into the information system; and a workflow module configured to run via the processor, generate a workflow based on a time trigger associated with user records, access the user records, determine from the user records that a threshold date has passed without any action by a third user having an identifier different from the second user, generate a second workflow for use by a fourth user based on the threshold date having passed without any action by the third user, and reassign the second workflow to the fourth user, wherein the fourth user has an identifier different from the second user and the third user. - View Dependent Claims (14, 15, 16, 17)
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Specification
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Current AssigneeSangoma US, Inc. (Sangoma Technologies Corporation)
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Original AssigneeFonality Incorporated (NetFortris, Inc.)
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InventorsLyman, Christopher M.
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Primary Examiner(s)Brockington, III, William S
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Application NumberUS12/405,197Publication NumberTime in Patent Office3,739 DaysField of Search705 1- 44, 37926601, 379126, 379112, 379113, 455406US Class CurrentCPC Class CodesG06F 16/907 Retrieval characterised by ...G06Q 10/06311 Scheduling, planning or tas...G06Q 10/10 Office automation; Time man...
