SYSTEM AND METHOD FOR ENHANCED CALL ROUTING

• US 20130163741A1
• Filed: 12/27/2011
• Published: 06/27/2013
• Est. Priority Date: 12/27/2011
• Status: Active Grant

• Current Assignee: Arlington Technologies, LLC (Dominion Harbor Enterprises, LLC)
• Original Assignee: Avaya Incorporated
• Inventors: KRISHNASWAMY, VENKATESH, BALASAYGUN, MEHMET, EDAMADAKA, RAJESHWARI
• Granted Patent: US 8,594,297 B2
• Time in Patent Office: Days
• US Class Current: 379/211.01
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 2203/2038 Call context notifications
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/4935 Connection initiated by DAS system

Abstract

Disclosed herein are systems, methods, and non-transitory computer-readable storage media for enhanced call routing. A system configured to practice the method determines the communicative intent of a caller based on the caller'"'"'s identity, communication history, job title, and/or other factors. Based on this communicative intent, the system develops a list of most probable call destinations. From this list of most probable call destinations, the system selects the most-likely call destination the destination most likely to meet the needs of the caller based on the subject received. Then the system can initialize communications are then initialized between the user and the most-likely call destination.

Claims

1. A method comprising:

receiving information associated with a user identifier;

generating, via a processor, pre-call weights based at least in part on the information;

receiving, from the user, a subject associated with a communication intent;

analyzing the subject and the pre-call weights to yield a list of ranked probable call destinations;

selecting a most-likely call destination from the list of ranked probable call destinations; and

initializing communication with the most-likely call destination.

2. The method of claim 1, wherein the pre-call weights comprise a lattice.

3. The method of claim 1, wherein the information associated with the user identifier is at least one of a job title, a call history, a current projects list, and a preferred contacts list.

4. The method of claim 1, wherein the communication with the most-likely call destination comprises one of a telephone call, a conference call, a video conference, and an email.

5. The method of claim 1, wherein the subject associated with the communication intent is received via a microphone.

6. The method of claim 1, further comprising selecting the most-likely call destination based on a selection made by the user based on several top-ranked probable call destinations.

7. The method of claim 1, wherein the pre-call weights are depend on at least one of a time, a date, user feedback, and a recently received communication.

8. A system comprising:

a processor; and

a non-transitory storage device storing instructions for controlling the processor to perform steps comprising;

receiving information associated with a user identifier;

generating pre-call weights based at least in part on the information;

receiving, from the user, a subject associated with a communication intent;

analyzing the subject and the pre-call weights to yield a list of ranked probable call destinations;

selecting a most-likely call destination from the list of ranked probable call destinations; and

initializing communication with the most-likely call destination.

9. The system of claim 8, wherein the pre-call weights comprise a lattice.

10. The system of claim 8, wherein the information associated with the user identifier is at least one of a job title, a call history, a current projects list, and a preferred contacts list.

11. The system of claim 8, wherein the communication with the most-likely call destination comprises one of a telephone call, a conference call, a video conference, and an email.

12. The system of claim 8, wherein the subject associated with the communication intent is received via a microphone.

13. The system of claim 8, wherein the instructions stored within the non-transitory storage device further comprise selecting the most-likely call destination based on a selection made by the user based on several top-ranked probable call destinations.

14. The system of claim 8, wherein the pre-call weights are depend on at least one of a time, a date, and a recently received communication.

15. A non-transitory computer-readable storage medium storing instructions which, when executed by a computing device, cause the computing device to perform steps comprising:

receiving information associated with a user identifier;

generating pre-call weights based at least in part on the information;

receiving, from the user, a subject associated with a communication intent;

analyzing the subject and the pre-call weights to yield a list of ranked probable call destinations;

selecting a most-likely call destination from the list of ranked probable call destinations; and

initializing communication with the most-likely call destination.

16. The non-transitory computer-readable storage medium of claim 15, wherein the pre-call weights comprise a lattice.

17. The non-transitory computer-readable storage medium of claim 15, wherein the information associated with the user identifier is at least one of a job title, a call history, a current projects list, and a preferred contacts list.

18. The non-transitory computer-readable storage medium of claim 15, wherein the communication with the most-likely call destination comprises one of a telephone call, a conference call, a video conference, and an email.

19. The non-transitory computer-readable storage medium of claim 15, wherein the subject associated with the communication intent is received via a microphone.

20. The non-transitory computer-readable storage medium of claim 15, wherein the pre-call weights are depend on at least one of a time, a date, user feedback, and a recently received communication.