Method and apparatus for routing calls based on call success history
First Claim
1. In an integrated computer telephony system including a call routing system, a method for decreasing the average time of routing an incoming call to a party based on call completion probability, comprising the steps of:
- receiving a routing list comprising a plurality of destinations for said party;
maintaining a probability indicator for ranking said destinations in said routing list according to the number of calls completed to said subscriber at said destination; and
routing said incoming call to one of said plurality of destinations selected in accordance with said probability indicator ranking.
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Accused Products
Abstract
A method and apparatus for routing calls for a subscriber based on the probability of call completion for a set of routing destinations. The present invention operates to route calls to destinations in a routing list, maintain a success indicator for each routing attempt, and route calls based on the success indicator. When a call is received, the routing list is sorted according to a call completion probability indicator associated with each destination. Destinations will be selected in accordance to the sorted order (325), and the call will be routed to that destination (350). If the routed call is not answered (355), the next destination will be extracted from the list and the call will be routed thereto (350). If the call is answered (355), an identification announcement is provided to the answering party (360), and processing will wait until disposition information is received (365). If the disposition information indicates that the call is accepted by the answering party, the call completion probability indicator will be updated and the call will be established (375). If the disposition information indicates that the call is rejected by the answering party, the call will be routed to a default destination and the call completion probability indicator will be updated (380). If the call is neither accepted nor rejected, the next destination will be extracted from the routing list and the call will be routed thereto (350).
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Citations
22 Claims
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1. In an integrated computer telephony system including a call routing system, a method for decreasing the average time of routing an incoming call to a party based on call completion probability, comprising the steps of:
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receiving a routing list comprising a plurality of destinations for said party; maintaining a probability indicator for ranking said destinations in said routing list according to the number of calls completed to said subscriber at said destination; and routing said incoming call to one of said plurality of destinations selected in accordance with said probability indicator ranking. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. In a program module responsive to receiving a communication for a subscriber, a method for routing said communication to said subscriber, comprising the steps of:
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maintaining a routing list for said subscriber, said routing list comprising a plurality of destinations with a call completion probability indicator associated with each of said destinations; receiving a communication directed to said subscriber; ordering said destinations in said routing list in accordance with said call completion probability indicators; and routing said communication to a destination selected according to said ordering. - View Dependent Claims (9, 10)
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11. In an integrated computer telephony system comprising a list based call routing system, a method for routing a call to a party, comprising the steps of:
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receiving a call request for said party; retrieving an ordered routing list associated with said party, said ordered routing list comprising a plurality of routing destinations organized according to a call completion probability indicator associated with each said routing destination; directing said call request to a destination in said plurality of routing destinations selected in accordance with said ordered routing list. - View Dependent Claims (12, 13, 14, 15)
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16. A computer system for providing a call routing service for a subscriber based on a plurality of call completion probability indicators, each of said indicators having an associated destination number, comprising:
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a processing unit; a memory storage device operative to store a plurality of routing lists associated with said subscriber, said routing lists comprising said probability indicators and said associated destination numbers; an interface device coupled to said processing unit for detecting call setup requests; said processing unit being operative to; detect a call setup request on said interface device for said subscriber; retrieve a routing list for said subscriber from said memory storage device; sort said routing list to generate a routing order for said call setup request; and direct said call setup request in accordance with said routing order. - View Dependent Claims (17, 18, 19)
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20. A computer-readable medium on which is stored a computer program for routing communications based on call history, and a routing list for a subscriber, said routing list comprising a plurality of call completion probability indicators for associated destination numbers, said computer program comprising instructions which, when executed by a computer, perform the steps of:
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receiving a communication for said subscriber; retrieving said routing list from said medium; sorting said destination numbers in said routing list based on said call completion probability indicators to generate a routing order; and directing said communication to a destination number selected in accordance with said routing order. - View Dependent Claims (21, 22)
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Specification