METHOD, APPARATUS AND SYSTEM FOR INTELLIGENT CALL ROUTING
First Claim
Patent Images
1. A method of routing a telephone communication, the method comprising the steps of:
- detecting an incoming telephone call to a primary telephone number;
using the primary telephone number to retrieve a user historical call pattern;
using the primary telephone number to retrieve a transient call pattern, if available; and
routing, based on the retrieved historical and transient call patterns, the telephone call to a first telephony device associated with a first telephone number.
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Abstract
A telecommunication system routes an incoming call to one or more telephony devices, including personal digital assistants and other remote devices, based on the called party'"'"'s historical call pattern created and updated by the system. The system may also enhance the routing using transient information and/or real-time information when available. The call routing is designed to route calls to targeted devices to increase the likelihood that the call is answered by the intended called party while also alleviating the need to place multiple calls in an attempt to locate the called party.
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Citations
20 Claims
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1. A method of routing a telephone communication, the method comprising the steps of:
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detecting an incoming telephone call to a primary telephone number; using the primary telephone number to retrieve a user historical call pattern; using the primary telephone number to retrieve a transient call pattern, if available; and routing, based on the retrieved historical and transient call patterns, the telephone call to a first telephony device associated with a first telephone number. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A method of routing a telephone communication, the method comprising the steps of:
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detecting an incoming telephone call to a primary telephone number; retrieving a user historical call pattern using the detected primary telephone number; retrieving, if available, real-time information corresponding to user devices associated with the primary telephone number; selecting, based on the retrieved historical call pattern and any real-time information, a first telephone number to route the call to; and routing the telephone call to a first telephony device associated with the first telephone number. - View Dependent Claims (8, 9, 10, 11, 12, 13)
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14. A telecommunication system comprising:
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a computer readable storage medium having a database comprising a plurality of user profiles, each profile being associated with a respective telephone extension of the system, and a plurality of user call patterns associated with each extension, the user call patterns may be one of historical call patterns and transient call patterns; and a processor configured to route an incoming telephone call placed to one of the telephone extensions by; detecting the called extension from the incoming telephone call, retrieving a user historical call pattern using the detected called extension as an index into the database, retrieving, if available, a transient call pattern using the detected called extension as an index into the database, selecting, based on the retrieved historical call pattern and any transient call pattern, a first telephone number to route the call to, and routing the telephone call to a first telephony device associated with the first telephone number. - View Dependent Claims (15, 16, 17, 18, 19, 20)
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Specification