Systems and methods for routing incoming calls
US11190642B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 26, 2019 |
| Grant date | Nov 30, 2021 |
| Priority date | — |
| Expiry date | Jan 1, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/551
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Methods and systems for intelligently routing an incoming call are provided. An automatic call distribution system may include a call flow service that receives incoming calls, and a separate weighted-bid call distribution service. The call flow service can request a recommended recipient for each incoming call from the weighted-bid call distribution service. The weighted-bid call distribution service identifies a recommended recipient for each incoming call by generating a priority weight for that call, one or more relevance weights that indicate the relevance of one or more potential recipients to that call, and an availability weight for one or more potential recipients with high relevancy weights. The weighted-bid call distribution service identifies a recommended recipient by comparing a combination of the priority weight for the call and the relevancy weights for the high relevancy recipients to the availability weight for those recipients.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.