Call queuing for location-aware mobile devices

• US 8,885,813 B2
• Filed: 11/18/2009
• Issued: 11/11/2014
• Est. Priority Date: 11/24/2008
• Status: Active Grant

• Current Assignee: RingCentral Incorporated
• Original Assignee: RingCentral Incorporated
• Inventors: Vendrow, Vlad, Young, Bruce, Shah, Praful, Elpiner, Boris, Shmunis, Vladimir
• Primary Examiner(s): GAY, SONIA L
• Application Number:
  US12/620,641
• Publication Number:
  US 20100128867A1
• Time in Patent Office: 1,819 Days
• Field of Search: 379/265.02, 379/266.01, 379/265.11, 455/456.1
• US Class Current: 379/266.01
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 2242/28 Services making use of subscriber schedule information
• CPC Class Codes: H04M 3/42246 where the subscriber uses a multi-mode terminal which moves and accesses different networks with at least one network having a wireline access including cordless PBX
• CPC Class Codes: H04M 3/4234 Remote access to features of PBX or home telephone systems-teleworking in a PBX
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5234 Uniform load distribution
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/023 using mutual or relative location information between multiple location based services [LBS] targets or of distance thresholds
• CPC Class Codes: H04W 4/029 Location-based management or tracking services

Abstract

A mobile device can be assigned to an extension configured as a Queue Agent (“QA”) in a call-queuing enabled virtual private branch exchange (vPBX). This and other mobile or fixed devices can be interconnected to form a virtual call center. Each extension can be assigned various rules, which specify how the incoming calls are answered at the extension and how calls in the call queue are selected for answering by the QA. As part of the rules, the vPBX system forwards calls from a call queue to the QA based on QA'"'"'s availability status. If a location-aware mobile device is associated with the QA, the vPBX system can determine the QA'"'"'s availability status based on a geographic location of the mobile device. A most geographically proximate agent can be selected for answering the call.

Claims

1. A method comprising:

receiving one or more calls in a call queue;

determining, by one or more computers, an availability status of a plurality of queue agents associated with the call queue, including;

determining respective geographic locations of mobile devices associated with one or more of the queue agents;

determining, for each of the one or more queue agents, that a respective mobile device associated with the queue agent is in a respective predetermined location for the queue agent; and

setting the availability statuses of the one or more queue agents to indicate that the one or more queue agents are available to take calls based on the mobile devices being in the respective predetermined locations; and

selecting, by the one or more computers, an available queue agent from the one or more queue agents to answer a call in the call queue based on the availability statuses and the geographic location of the mobile devices associated with the available queue agents relative to a location of a caller from which the call originates, including;

determining a geographic location of the caller from which the call originates;

identifying a mobile device of a queue agent having a geographic location that is within a predetermined proximity radius of the geographic location of the caller; and

selecting a queue agent associated with the identified mobile device as the available queue agent to answer the call.

2. The method of claim 1, further comprising:

prioritizing the one or more calls in the call queue,

where selecting the available queue agent to answer the call includes selecting an available queue agent suitable to answer a call with a highest priority.

3. The method of claim 1, where selecting the available queue agent includes:

determining a distance between each of the one or more queue agents and the caller based on the geographic location of the mobile device associated with each queue agent and the caller; and

identifying a suitable queue agent whose mobile device is at a geographic location that is closest to the geographic location of the caller as the available queue agent based on the distance.

4. The method of claim 3, where determining a distance includes determining a shortest distance between the geographic location associated with each queue agent and the caller.

5. The method of claim 1, where determining the availability status of the one or more queue agents includes determining whether the geographic location of the one or more queue agents is outside the predetermined proximity radius.

6. The method of claim 1, further comprising:

dispatching the call to the available queue agent; and

updating the availability status of the available queue agent from available to unavailable.

7. The method of claim 6, further comprising:

updating the availability status of the available queue agent from unavailable to available after a predetermined period upon completing the call.

8. The method of claim 1, where selecting the available queue agent to answer a call further includes selecting an available queue agent based on a movement speed associated with the mobile device of the queue agent.

9. The method of claim 1, further comprising:

updating the availability status of the one or more queue agents including;

transmitting a status update message to the one or more queue agents;

receiving a status response from the one or more queue agents; and

updating the availability status of the one or more queue agents based on the status response.

10. A method comprising:

designating a plurality of call extensions as queue agent extensions;

specifying, by one or more computers, a respective agent profile for each queue agent extension, the agent profile for each of the extensions identifying one or more mobile devices capable of answering a call to the queue agent extension and, one or more rules for determining availability statuses for the queue agent extension; and

determining a respective availability status for each of the plurality of queue agent extensions, comprising

determining, for each of one or more of the queue agent extensions, respective geographic locations of the mobile devices identified by the agent profile for the queue agent extension;

determining, for each of the one or more queue agent extensions, that a respective mobile device identified by the agent profile for the queue agent extension is in a respective predetermined location identified in a rule for determining the availability status of the queue agent extension; and

setting the availability statuses of the one or more queue agent extensions to indicate that the one or more queue agent extensions are available to take calls based on the mobile devices being in the respective predetermined locations.

11. The method of claim 10, further comprising selecting a queue agent extension from the one or more queue agent extensions, and dispatching one or more calls to the selected queue agent extension, where the one or more calls are dispatched after authenticating a queue agent associated with the selected queue agent extension.

12. The method of claim 10, where specifying an agent profile for each of the queue agent extensions includes specifying one or more time periods during which the queue agent extension is available to receive one or more calls.

13. The method of claim 10, where dispatching one or more calls to the selected queue agent extension comprises dispatching the one or more calls to a first device, where the agent profile for the selected queue agent extension identifies a call-related action to be applied when the first device is in a particular geographic location, and where the call-related action includes a call forwarding action for forwarding the call when the first device is in the particular geographic location.

22. The method of claim 10, wherein the one or more rules specify, for each of the one or more devices, one or more time periods during which device is available to receive calls.

14. A device comprising:

a queue manager configured to;

receive one or more calls from one or more callers;

prioritize the one or more calls in a call queue;

identify one or more available call agents from a list of call agents where availability is determined based at least on a geographic location associated with a mobile device of each call agent, and where determining availability includes;

determining, for each of one or more of the call agents, that the mobile device of the call agent is in a respective predetermined location for the call agent; and

setting the availability statuses of the one or more queue agents to indicate that the one or more call agents are available to take calls based on the mobile devices being in the respective predetermined locations; and

dispatch a prioritized call in the call queue to a suitable call agent selected from the one or more identified available call agents, where suitability is based at least in part on proximity between a geographic location of a caller and the geographic location of the one or more identified available call agents.

15. The device of claim 14, where the queue manager is further configured to:

remove the prioritized call from the call queue after the prioritized call is answered by the suitable call agent; and

update the list of call agents to identify the suitable call agent as unavailable.

16. The device of claim 15, where the queue manager is further configured to update the list of call agents to identify the suitable call agent as available after completing the prioritized call.

17. The device of claim 14, where proximity between the geographic location of the caller and the geographic location of the one or more identified available call agents is based on a nearest location selection rule, where the nearest location selection rule is determined using the geographic location associated with the prioritized call and the geographic location associated with the suitable call agent.

18. The device of claim 14, where selection of the suitable call agent is further based on a movement speed associated with the mobile device of the suitable call agent in comparison to other available call agents.

19. The device of claim 14, where the list of call agents includes information associated with each call agent, the information including a call time of availability and a call counter for each call agent.

20. The device of claim 19, where the queue manager is configured to identify a call agent as unavailable if the call agent has reached a predetermined call threshold based on the call counter, a call time associated with the prioritized call is outside the call time of availability of the call agent, or the geographic location of the call agent is outside a predetermined area.

21. The device of claim 14, where the queue manager includes:

a telephony answering machine to handle the one or more calls in the call queue and to generate one or more requests for dispatching the one or more calls in the call queue to one or more available queue agents; and

a telephony gateway server to execute the one or more requests and to route the one or more dispatched calls to the one or more available queue agents.