Intelligent presence management in a communication routing system
First Claim
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1. A method for intelligent presence management in a communication routing system, comprising:
- receiving an inbound communication for a user;
determining a presence status for the user;
reviewing a profile associated with the user to determine where to route the inbound communication based on the presence status;
generating and forwarding instructions for routing the inbound communication based on the profile; and
routing the inbound communication to a predetermined communication device associated with the user based on the profile and a mode of the inbound communication.
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Abstract
Systems and methods for intelligent presence management in a communication routing system are provided. In exemplary embodiments, an inbound communication may be received for a user. The user'"'"'s presence status is determined and a profile associated with the user is reviewed. Based on rules contained within the profile, appropriate instructions may be generated for routing the inbound communication in accordance with some embodiments. In other embodiments, instructions may be generated to log the user in or out with the communication routing system.
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Citations
24 Claims
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1. A method for intelligent presence management in a communication routing system, comprising:
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receiving an inbound communication for a user; determining a presence status for the user; reviewing a profile associated with the user to determine where to route the inbound communication based on the presence status; generating and forwarding instructions for routing the inbound communication based on the profile; and routing the inbound communication to a predetermined communication device associated with the user based on the profile and a mode of the inbound communication. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 22)
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9. A system for intelligent presence management in a communication routing system, comprising:
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a presence status module configured to determine a presence status based on presence information received for a user; a profile lookup module configured to review a profile associated with the user to determine where to route an inbound communication based on the presence status; and a communication routing module configured to generate instructions for forwarding an inbound communication to a communication device based on the profile, and routing the inbound communication to the communication device associated with the user based on the profile and a mode of the inbound communication. - View Dependent Claims (10, 11, 13, 14, 23)
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12. A non-transitory computer readable storage medium having embodied thereon a program, the program being executable by a processor to perform a method for intelligent presence management in a communication routing system, the method comprising:
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receiving an inbound communication for a user; determining presence status for the user; reviewing a profile associated with the user to determine where to route the inbound communication based on the presence status; generating and forwarding instructions for routing the inbound communication based on the profile; and routing the inbound communication to a predetermined communication device associated with the user based on the profile and a mode of the inbound communication. - View Dependent Claims (15, 16, 17, 18, 24)
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19. A method for intelligent presence management in a communication routing system, comprising:
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receiving an inbound communication for a user; determining a presence status for the user; establishing and updating a profile associated with the user, the updating of the profile occurring in real-time, the profile associated with the user comprising different routing and login options based on an amount of time the user is one of present and not present; reviewing the profile associated with the user to determine where to route the inbound communication based on the presence status; generating and forwarding instructions for routing the inbound communication based on the profile; and routing the inbound communication to an alternative person based on the profile of the user.
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20. A system for intelligent presence management in a communication routing system, comprising:
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a presence status module configured to determine a presence status based on presence information received for a user; a profile setup module configured to establish and update a profile for the user, the updating of the profile occurring in real-time, the profile associated with the user comprising different routing and login options based on an amount of time the user is one of present and not present; a profile lookup module configured to review the profile associated with the user to determine where to route an inbound communication based on the presence status; and a communication routing module configured to generate instructions for forwarding an inbound communication to a communication device based on the profile, and route the inbound communication to an alternative person based on the profile of the user.
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21. A non-transitory computer readable storage medium having embodied thereon a program, the program being executable by a processor to perform a method for intelligent presence management in a communication routing system, the method comprising:
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receiving an inbound communication for a user; determining presence status for the user; establishing and updating a profile associated with the user, the updating of the profile occurring in real-time, the profile associated with the user comprising different routing and login options based on an amount of time the user is one of present and not present; reviewing the profile associated with the user to determine where to route the inbound communication based on the presence status; generating and forwarding instructions for routing the inbound communication based on the profile; and routing the inbound communication to an alternative person based on the profile of the user.
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Specification