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 called party associated with a called number;
associating a communications profile with the called number;
determining from the communications profile that the called party has multiple communications devices that may receive the incoming communication;
receiving location coordinates for each communications device of the multiple communications devices;
determining one of the location coordinates matches a restroom;
retrieving a restroom rule from memory that requires routing communications to voicemail in response to the one of the location coordinates matching the restroom; and
routing the incoming communication to the voicemail according to the restroom rule.
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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.
144 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 called party associated with a called number; associating a communications profile with the called number; determining from the communications profile that the called party has multiple communications devices that may receive the incoming communication; receiving location coordinates for each communications device of the multiple communications devices; determining one of the location coordinates matches a restroom; retrieving a restroom rule from memory that requires routing communications to voicemail in response to the one of the location coordinates matching the restroom; and routing the incoming communication to the voicemail according to the restroom rule. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system, comprising:
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a processor; and memory storing code that when executed causes the processor to perform operations, the operations comprising; detecting an incoming communication to a called number of a called party; retrieving a communications profile associated with the called number of the incoming communication; determining from the communications profile that the called party has multiple communications devices that may receive the incoming communication; retrieving location coordinates of each communications device of the multiple communications devices; determining one of the location coordinates matches a restroom; retrieving a restroom rule that requires routing of all communications to voicemail in response to the one of the location coordinates matching the restroom; and routing the incoming communication to the voicemail according to the restroom rule. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17, 18, 19)
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20. A computer readable memory storing instructions which when executed cause a processor to perform operations, the operations comprising:
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detecting an incoming communication by a call management system that intelligently routes the incoming communication to a called party associated with a called number; associating a communications profile with the called number; determining from the communications profile that the called party has multiple communications devices that may receive the incoming communication; receiving location coordinates for each communications device of the multiple communications devices; determining one of the location coordinates matches a restroom; retrieving a restroom rule that requires routing of all communications to voicemail in response to the one of the location coordinates matching the restroom; and routing the incoming communication to the voicemail in response to the restroom rule.
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Specification