System and method for collecting feedback in a multi-tenant communication platform
First Claim
Patent Images
1. A method, comprising:
- at a multi-tenant telephony communication platform system;
initiating a first telephony communication on behalf of a first account of a plurality of accounts of the communication platform system, the first telephony communication being initiated with a first communication route, the first telephony communication being telephony communication between at least two telephony communication endpoints;
receiving a first telephony communication feedback message provided by a first external system associated with the first account, the first telephony communication feedback message relating to the first telephony communication of the first account, the first external system receiving the first telephony communication feedback message from an endpoint system of one of the at least two telephony communication endpoints; and
updating a communication routing engine of the communication platform system based on the received first telephony communication feedback message of the first account, the communication routing engine being constructed to route telephony communication between at least two telephony communication endpoints,wherein the updated communication routing engine routes at least a second telephony communication of a second account of the plurality of accounts of the communication platform system based on the first telephony communication feedback message of the first account, the second telephony communication being telephony communication between at least two telephony communication endpoints, telephony communications of each account being telephony communications of telephony communication endpoints of users of a system of the account, the second account being associated with a second external system that is external to both the first external system and the communication platform system,wherein the first external system is a system of a first application developer that provides a first telephony application to users of the first telephony application,wherein the communication routing engine routes telephony communication via at least one carrier that is communicatively coupled to the communication platform system via at least one carrier gateway of the communication platform system,wherein the first telephony communication feedback message includes an account identifier of the first account of the first external system of the first application developer, and an identifier of the first telephony communication,wherein the communication platform system stores feedback information of the first telephony communication feedback message in association with the account identifier and information that indicates the first communication route of the first telephony communication, andwherein the communication platform system provides the first external system with feedback information stored at the platform system in association with the account identifier of the first account, responsive to a RESTful feedback application programming interface (API) call provided by the first external system, the feedback API call being an API call of a feedback API of the communication platform system.
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Abstract
Systems and methods for updating a communication routing engine of a multi-tenant communication platform system. Responsive to a feedback message provided by an external system associated with a first account of the communication platform system, a communication routing engine of the communication platform system is updated based on the received feedback message. The feedback message relates to a first communication initiated on behalf of the first account of the communication platform system, and the first communication is initiated with a first communication route. The updated communication routing engine routes communications of a plurality of accounts of the communication platform system.
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Citations
19 Claims
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1. A method, comprising:
- at a multi-tenant telephony communication platform system;
initiating a first telephony communication on behalf of a first account of a plurality of accounts of the communication platform system, the first telephony communication being initiated with a first communication route, the first telephony communication being telephony communication between at least two telephony communication endpoints; receiving a first telephony communication feedback message provided by a first external system associated with the first account, the first telephony communication feedback message relating to the first telephony communication of the first account, the first external system receiving the first telephony communication feedback message from an endpoint system of one of the at least two telephony communication endpoints; and updating a communication routing engine of the communication platform system based on the received first telephony communication feedback message of the first account, the communication routing engine being constructed to route telephony communication between at least two telephony communication endpoints, wherein the updated communication routing engine routes at least a second telephony communication of a second account of the plurality of accounts of the communication platform system based on the first telephony communication feedback message of the first account, the second telephony communication being telephony communication between at least two telephony communication endpoints, telephony communications of each account being telephony communications of telephony communication endpoints of users of a system of the account, the second account being associated with a second external system that is external to both the first external system and the communication platform system, wherein the first external system is a system of a first application developer that provides a first telephony application to users of the first telephony application, wherein the communication routing engine routes telephony communication via at least one carrier that is communicatively coupled to the communication platform system via at least one carrier gateway of the communication platform system, wherein the first telephony communication feedback message includes an account identifier of the first account of the first external system of the first application developer, and an identifier of the first telephony communication, wherein the communication platform system stores feedback information of the first telephony communication feedback message in association with the account identifier and information that indicates the first communication route of the first telephony communication, and wherein the communication platform system provides the first external system with feedback information stored at the platform system in association with the account identifier of the first account, responsive to a RESTful feedback application programming interface (API) call provided by the first external system, the feedback API call being an API call of a feedback API of the communication platform system.
- at a multi-tenant telephony communication platform system;
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2. A method, comprising:
- at a multi-tenant telephony communication platform system;
responsive to a first telephony communication feedback message provided by a first external system associated with a first account of a plurality of accounts of the communication platform system, updating a communication routing engine of the communication platform system based on the received first telephony communication feedback message, the communication routing engine being constructed to route telephony communication between at least two telephony communication endpoints, wherein the first telephony communication feedback message relates to a first telephony communication initiated on behalf of the first account of the communication platform system, the first telephony communication being initiated with a first communication route, the first telephony communication being telephony communication between the at least two telephony communication endpoints, the first external system receiving the first telephony communication feedback message from an endpoint system of one of the at least two telephony communication endpoints, and wherein the updated communication routing engine routes at least a second telephony communication of a second account of the plurality of accounts of the communication platform system based on the first telephony communication feedback message of the first account, the second telephony communication being telephony communication between at least two telephony communication endpoints, telephony communications of each account being telephony communications of telephony communication endpoints of users of a system of the account, the second account being associated with a second external system that is external to both the first external system and the communication platform system, wherein the first external system is a system of a first application developer that provides a first telephony application to users of the first telephony application, wherein the communication routing engine routes telephony communication via at least one carrier that is communicatively coupled to the communication platform system via at least one carrier gateway of the communication platform system, wherein the first telephony communication feedback message includes an account identifier of the first account of the first external system of the first application developer, and an identifier of the first telephony communication, wherein the communication platform system stores feedback information of the first telephony communication feedback message in association with the account identifier and information that indicates the first communication route of the first telephony communication, and wherein the communication platform system provides the first external system with feedback information stored at the platform system in association with the account identifier of the first account, responsive to a RESTful feedback application programming interface (API) call provided by the first external system, the feedback API call being an API call of a feedback API of the communication platform system. - View Dependent Claims (3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19)
- at a multi-tenant telephony communication platform system;
Specification