System and method for enhanced call routing

• US 8,594,297 B2
• Filed: 12/27/2011
• Issued: 11/26/2013
• Est. Priority Date: 12/27/2011
• Status: Active Grant

• Current Assignee: Arlington Technologies, LLC (Dominion Harbor Enterprises, LLC)
• Original Assignee: Avaya Incorporated
• Inventors: Balasaygun, Mehmet, Edamadaka, Rajeshwari, Krishnaswamy, Venkatesh
• Primary Examiner(s): NGUYEN, QUYNH H
• Application Number:
  US13/337,467
• Publication Number:
  US 20130163741A1
• Time in Patent Office: 700 Days
• Field of Search: 379/211.01, 379/216.01
• US Class Current: 379/211.01
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 2203/2038 Call context notifications
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/4935 Connection initiated by DAS system

Abstract

Disclosed herein are systems, methods, and non-transitory computer-readable storage media for enhanced call routing. A system configured to practice the method determines the communicative intent of a caller based on the caller'"'"'s identity, communication history, job title, and/or other factors. Based on this communicative intent, the system develops a list of most probable call destinations. From this list of most probable call destinations, the system selects the most-likely call destination the destination most likely to meet the needs of the caller based on the subject received. Then the system can initialize communications are then initialized between the user and the most-likely call destination.

Claims

1. A method comprising:

receiving information associated with a user identifier;

generating, via a processor, pre-call weights based on the information;

receiving, from a user, a subject associated with a communication intent;

analyzing the subject and the pre-call weights to yield a list of ranked call destinations, the list being ranked according to a likelihood of the user calling each of the ranked call destinations;

selecting a most-likely call destination from the list of ranked call destinations; and

initializing a communication with the most-likely call destination.

2. The method of claim 1, wherein the pre-call weights comprise a lattice.

3. The method of claim 1, wherein the information is one of a job title, a call history, a current projects list, and a preferred contacts list.

4. The method of claim 1, wherein the communication comprises one of a telephone call, a conference call, a video conference, and an email.

5. The method of claim 1, wherein the subject is received via a microphone.

6. The method of claim 1, wherein selecting the most-likely call destination is based on a selection made by the user based on several top-ranked call destinations.

7. The method of claim 1, wherein the pre-call weights are dependent on one of a time, a date, user feedback, and a recently received communication.

8. A system comprising:

a processor; and

a computer-readable storage device storing instructions which, when executed by the processor, cause the processor to perform operations comprising;

receiving information associated with a user identifier;

generating pre-call weights based on the information;

receiving, from a user, a subject associated with a communication intent;

analyzing the subject and the pre-call weights to yield a list of ranked call destinations, the list being ranked according to a likelihood of the user calling each of the ranked call destinations;

selecting a most-likely call destination from the list of ranked call destinations; and

initializing a communication with the most-likely call destination.

9. The system of claim 8, wherein the pre-call weights comprise a lattice.

10. The system of claim 8, wherein the information comprises one of a job title, a call history, a current projects list, and a preferred contacts list.

11. The system of claim 8, wherein the communication comprises one of a telephone call, a conference call, a video conference, and an email.

12. The system of claim 8, wherein the subject is received via a microphone.

13. The system of claim 8, wherein selecting the most-likely call destination is based on a selection made by the user based on several top-ranked call destinations.

14. The system of claim 8, wherein the pre-call weights are dependent on one of a time, a date, and a recently received communication.

15. A computer-readable storage device storing instructions which, when executed by a processor, cause the processor to perform operations comprising:

receiving information associated with a user identifier;

generating pre-call weights based on the information;

receiving, from a user, a subject associated with a communication intent;

analyzing the subject and the pre-call weights to yield a list of ranked call destinations, the list being ranked according to a likelihood of the user calling each of the ranked call destinations;

selecting a most-likely call destination from the list of ranked call destinations; and

initializing communication with the most-likely call destination.

16. The computer-readable storage device of claim 15, wherein the pre-call weights comprise a lattice.

17. The computer-readable storage device of claim 15, wherein the information is one of a job title, a call history, a current projects list, and a preferred contacts list.

18. The computer-readable storage device of claim 15, wherein the communication comprises one of a telephone call, a conference call, a video conference, and an email.

19. The computer-readable storage device of claim 15, wherein the subject is received via a microphone.

20. The computer-readable storage device of claim 15, wherein the pre-call weights are dependent on one of a time, a date, user feedback, and a recently received communication.