Methods, Systems, and Products for Routing Communications to Contact Centers
First Claim
Patent Images
1. A method, comprising:
- detecting an incoming communication by a call management system that intelligently routes the incoming communication to a designated party;
associating a communications profile with calling party identification information;
determining from the communications profile that a called party has multiple communications devices that may receive the incoming communication;
receiving a location of each of the called party'"'"'s multiple communications devices;
determining the location of at least one of the called party'"'"'s multiple communications devices is in a restroom; and
routing the incoming communication to voicemail.
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Accused Products
Abstract
Methods, systems, and products are disclosed for routing communications to contact centers. When an incoming communication is detected, calling party identification information is associated to a communications profile. When a called party has multiple communications devices, then a location is received for each of the called party'"'"'s multiple communications devices. The incoming communication is then routed based on the location of the called party'"'"'s multiple communications devices.
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Citations
20 Claims
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1. A method, comprising:
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detecting an incoming communication by a call management system that intelligently routes the incoming communication to a designated party; associating a communications profile with calling party identification information; determining from the communications profile that a called party has multiple communications devices that may receive the incoming communication; receiving a location of each of the called party'"'"'s multiple communications devices; determining the location of at least one of the called party'"'"'s multiple communications devices is in a restroom; and routing the incoming communication to voicemail. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system, comprising:
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a processor executing code stored in memory that causes the processor to; detect an incoming communication by a call management system that intelligently routes the incoming communication to a designated party; associate a communications profile with calling party identification information; determine from the communications profile that a called party has multiple communications devices that may receive the incoming communication; receive a location of each of the called party'"'"'s multiple communications devices; determine the location of at least one of the called party'"'"'s multiple communications devices is in a restroom; and route the incoming communication to voicemail. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17, 18, 19)
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20. A computer readable media on which is encoded processor executable instructions for performing a method, the method comprising:
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detecting an incoming communication by a call management system that intelligently routes the incoming communication to a designated party; associating a communications profile with calling party identification information; determining from the communications profile that a called party has multiple communications devices that may receive the incoming communication; receiving a location of each of the called party'"'"'s multiple communications devices; determining the location of at least one of the called party'"'"'s multiple communications devices is in a restroom; and routing the incoming communication to voicemail.
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Specification