Call queuing for location-aware mobile devices

• US 9,237,235 B2
• Filed: 08/29/2014
• Issued: 01/12/2016
• 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:
  US14/473,475
• Publication Number:
  US 20140369486A1
• Time in Patent Office: 501 Days
• US Class Current: 1/1
• 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:

establishing a call queue, wherein the call queue includes one or more calls, and wherein the call queue is associated with a plurality of queue agents for answering calls in the call queue;

selecting a queue agent from the plurality of queue agents to answer a first call of the one or more calls in the call queue, wherein selecting the queue agent comprises;

determining a respective availability status for each of the plurality of queue agents, comprising;

determining, for each of one or more of the plurality of queue agents, a geographic location associated with the queue agent; and

setting the availability status of each of the one or more queue agents to indicate that the queue agent is available to take calls based on the geographic location associated with the queue agent; and

selecting a queue agent having an availability status that indicates that the queue agent is available to take calls to answer the first call; and

dispatching the first call to the selected queue agent.

2. The method of claim 1, wherein determining the geographic location associated with the queue agent comprises determining a geographic location of a mobile device associated with the queue agent.

3. The method of claim 1, wherein determining the respective availability status for each of the plurality of queue agents further comprises:

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

setting the availability status of each of the one or more queue agents to indicate that the queue agent is available to take calls based on the queue agent being in the predetermined location associated with the queue agent.

4. The method of claim 1, further comprising:

prioritizing the one or more calls in the call queue, wherein the first call is a call with a highest priority of the one or more calls in the call queue.

5. The method of claim 1, further comprising:

updating the availability status of the selected queue agent from available to unavailable upon dispatching the first call to the selected queue agent.

6. The method of claim 5, further comprising:

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

7. The method of claim 1, wherein selecting a queue agent having an availability status that indicates that the queue agent is available to take calls to answer the first call comprises:

determining a respective distance between each of the one or more queue agents and a caller that placed the first call based on the geographic location associated with the queue agent and a geographic location of the caller; and

selecting a queue agent based on the distances.

8. The method of claim 7, wherein selecting the queue agent based on the distances comprises:

determining that a first queue agent has a geographic location that is within a predetermined proximity radius of the geographic location of the caller; and

selecting the first queue agent to answer the first call.

9. The method of claim 7, wherein selecting the queue agent based on the distances comprises:

determining that a first queue agent is closest to the caller based on the distances; and

selecting the first queue agent to answer the first call.

10. A system comprising one or more computers and one or more non-transitory storage devices storing instructions that when executed by one or more computers causes the one or more computers to perform operations comprising:

establishing a call queue, wherein the call queue includes one or more calls, and wherein the call queue is associated with a plurality of queue agents for answering calls in the call queue;

selecting a queue agent from the plurality of queue agents to answer a first call of the one or more calls in the call queue, wherein selecting the queue agent comprises;

determining a respective availability status for each of the plurality of queue agents, comprising;

determining, for each of one or more of the plurality of queue agents, a geographic location associated with the queue agent; and

setting the availability status of each of the one or more queue agents to indicate that the queue agent is available to take calls based on the geographic location associated with the queue agent; and

selecting a queue agent having an availability status that indicates that the queue agent is available to take calls to answer the first call; and

dispatching the first call to the selected queue agent.

11. The system of claim 10, wherein determining the geographic location associated with the queue agent comprises determining a geographic location of a mobile device associated with the queue agent.

12. The system of claim 10, wherein determining the respective availability status for each of the plurality of queue agents further comprises:

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

setting the availability status of each of the one or more queue agents to indicate that the queue agent is available to take calls based on the queue agent being in the predetermined location associated with the queue agent.

13. The system of claim 10, the operations further comprising:

prioritizing the one or more calls in the call queue, wherein the first call is a call with a highest priority of the one or more calls in the call queue.

14. The system of claim 10, the operations further comprising:

updating the availability status of the selected queue agent from available to unavailable upon dispatching the first call to the selected queue agent.

15. The system of claim 14, the operations further comprising:

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

16. The system of claim 10, wherein selecting a queue agent having an availability status that indicates that the queue agent is available to take calls to answer the first call comprises:

determining a respective distance between each of the one or more queue agents and a caller that placed the first call based on the geographic location associated with the queue agent and a geographic location of the caller; and

selecting a queue agent based on the distances.

17. The system of claim 16, wherein selecting the queue agent based on the distances comprises:

determining that a first queue agent has a geographic location that is within a predetermined proximity radius of the geographic location of the caller; and

selecting the first queue agent to answer the first call.

18. The system of claim 16, wherein selecting the queue agent based on the distances comprises:

determining that a first queue agent is closest to the caller based on the distances; and

selecting the first queue agent to answer the first call.

19. A non-transitory computer storage medium storing instructions that when executed by one or more computers cause the one or more computers to perform operations comprising:

establishing a call queue, wherein the call queue includes one or more calls, and wherein the call queue is associated with a plurality of queue agents for answering calls in the call queue;

selecting a queue agent from the plurality of queue agents to answer a first call of the one or more calls in the call queue, wherein selecting the queue agent comprises;

determining a respective availability status for each of the plurality of queue agents, comprising;

determining, for each of one or more of the plurality of queue agents, a geographic location associated with the queue agent; and

setting the availability status of each of the one or more queue agents to indicate that the queue agent is available to take calls based on the geographic location associated with the queue agent; and

selecting a queue agent having an availability status that indicates that the queue agent is available to take calls to answer the first call; and

dispatching the first call to the selected queue agent.

20. The computer storage medium of claim 19, wherein determining the geographic location associated with the queue agent comprises determining a geographic location of a mobile device associated with the queue agent.