Patent · US Active

Analysis of call metrics for call direction

US9955021B1 · kind B1 · utility

18Cited by

1References

7Claims

0Family size

Assignee

8x8, Inc. · US

Inventors

Zhishen Liu · Campbell, US
Qing Zhao · Emmelshausen, DE
Bryan R. Martin · San Jose, US

Key dates

Filing date	Sep 18, 2015
Grant date	Apr 24, 2018
Priority date	—
Expiry date	Sep 19, 2035

Classification

Technology area (CPC H)Electricity
CPC primaryH04M7/009
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

Processing of VoIP calls routed by an IPBX server are disclosed. At least one processing circuit is communicatively coupled to an Internet-Protocol Private Branch Exchange (IPBX) server that is configured and arranged to route Voice over Internet Protocol (VoIP) calls for a plurality of agents in a call center. The processing circuit is configured to receive call event messages from the IPBX server for calls routed by the IPBX server, generate, during a call to a first agent of the plurality of agents, a set of data metrics including call summary metrics based on the call event messages; and redirect, during the call to the first agent, the call to a second agent of the plurality of agents in response to the set of data metrics satisfying a set of criteria indicated in a policy.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.