System and method for automatic insertion of call intelligence in an information system

• US 20100235223A1
• Filed: 03/16/2009
• Published: 09/16/2010
• Est. Priority Date: 03/16/2009
• Status: Active Grant

• Current Assignee: Sangoma US, Inc. (Sangoma Technologies Corporation)
• Original Assignee: Fonality Incorporated (Sangoma Technologies Corporation)
• Inventors: Lyman, Christopher M.
• Granted Patent: US 10,318,922 B2
• Time in Patent Office: Days
• US Class Current: 705/10
• CPC Class Codes: G06F 16/907 Retrieval characterised by using metadata, e.g. metadata not derived from the content or metadata generated manually
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

Systems and methods for providing automatic insertion of call intelligence in an information system are provided. In exemplary embodiments, new call detail records are accessed. At least one individual associated with the new call detail record may then be identified, and a subject matter associated with the new call detail record determined. A call intelligence record based on the identified individual and the subject matter is then generated and automatically inserted into the information system.

Claims

1. A computer-implemented method for automatically inserting call intelligence in an information system, comprising:

accessing a new call detail record;

identifying at least one individual associated with the new call detail record;

determining a subject matter associated with the new call detail record;

generating a call intelligence record based on the at least one identified individual and the subject matter; and

automatically inserting the call intelligence record into the information system.

2. The method of claim 1 wherein accessing the new call detail record comprises copying the new call detail record from a phone system to a global CDR database.

3. The method of claim 1 wherein accessing the new call detail record occurs periodically.

4. The method of claim 1 wherein identifying at least one individual comprises determining an identity of an individual associated with a caller ID in the new call detail record.

5. The method of claim 1 wherein identifying at least one individual comprises determining an agent associated with the new call detail record.

6. The method of claim 1 wherein determining the subject matter comprises querying an information database to determine the subject matter.

7. The method of claim 1 wherein determining the subject matter comprises determining a most recent subject matter associated with the identified individual.

8. The method of claim 1 wherein determining the subject matter comprises determining an open subject matter associated with the identified individual.

9. The method of claim 1 wherein determining a subject matter comprises determining an existing relationship associated with the identified individual.

10. The method of claim 1 wherein determining a subject matter comprises determining other individuals or subject matter associated with the identified individual.

11. The method of claim 1 wherein the subject matter comprises a business opportunity.

12. The method of claim 1 wherein automatically inserting the call intelligence record comprises sending the call intelligence record through a network to the information system.

13. The method of claim 12 wherein the network comprises the Internet.

14. A system for automatically inserting call intelligence in an information system, comprising:

a CDR module configured to access a new call detail record;

a heuristic module configured to identify at least one individual associated with the new call detail record, and configured to determine a subject matter associated with the new call detail record; and

a call intelligence generator configured to generate a call intelligence record based on the identified individual and the subject matter, and configured to automatically insert the call intelligence record into the information system.

15. The system of claim 14 wherein the subject matter comprises a business opportunity.

16. The system of claim 14 further comprising a communication interface configured to send the call intelligence record through a network to the information system.

17. The method of claim 16 wherein the network comprises the Internet.

18. A computer readable storage medium having embodied thereon a program, the program executable by a process for providing a method for automatically inserting call intelligence in an information system, the method comprising:

accessing a new call detail record;

identifying at least one individual associated with the new call detail record;

determining a subject matter associated with the new call detail record;

generating a call intelligence record based on the identified individual and the subject matter; and

automatically inserting the call intelligence record into the information system.

19. The computer readable storage medium of claim 18 wherein the subject matter comprises a business opportunity.

20. The computer readable storage medium of claim 18 wherein automatically inserting the call intelligence record comprises sending the call intelligence record through the Internet to the information system.