Communications system to automatically refer an inbound communication

US7860785B2 · kind B2 · utility

Assignee

• Peter K. Trzyna · US

Inventors

• William John Delinsky · Marriottsville, US
• Timothy James Fish · Marriottsville, US
• Michael D. Morency · Marriottsville, US
• David Walker · Reisterstown, US

Key dates

• Filing date: Jul 19, 2007
• Grant date: Dec 28, 2010
• Expiry date: Jul 19, 2027

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q40/06
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A machine, computer-readable media, and method using a communications system to automatically refer an inbound communication. The communications system includes a computer and a call-routing database in a memory operably associated with the computer. The method and operations include: receiving an inbound communication with the communications system; capturing information associated with the inbound communication and using the captured information in a search of the call-routing database; if the database reveals a previous successful referral associated with the captured information, routing the inbound communication to a same outbound communications path as used in the previous successful referral; if the database does not reveal a previous successful referral associated with the captured information and if the database reveals call-routing criteria associated with the captured information, routing the inbound communication to an outbound communications path selected in accordance with said call-routing criteria; and if the database does not reveal a previous successful referral associated with the captured information and if the database does not reveal call-routing criteria asso…