Identifying and processing, for priority, calls in data communications server
Assignee8×8, Inc.
InventorsZhishen Liu, Qing Zhao, Bryan R. Martin
Life of this patent
Estimating the term…
Abstract
Apparatuses and methods concerning routing and processing of calls in a server are disclosed, and involving a processing circuit communicatively coupled to a server that routes calls (e.g., data communications) for a plurality of end-users and generates call event messages for the routed calls. The processing circuit generates call summary data and evaluates the call summary data to identify a set of incoming calls to the server that were missed and have not been returned by the end-users. Certain of the calls are checked relative to a secondary data source and respective priorities for the set of incoming calls are ascribed for further processing, and some having a higher priority.
Claims23
A method comprising:
- routing, via a data communications server including processing circuitry, data communications incoming to the data communications server and designated for a plurality of end-users having respective communication devices, wherein each of the respective communication devices includes communications circuitry being communicatively coupled to receive data-communications services on behalf of a respective one of the plurality of end-users via the data communications server over a communications network;
- via the processing circuitry of the data communications server, processing the data communications by:
- receiving messages that characterize device communications involving specific ones of the respective communication devices for which the data communications server routed communications,
- based on the messages, generating and processing summary data for the device communications routed and involving the specific ones of the respective communication devices, wherein the generating and processing of the summary data is by:
- retrieving, using a secondary data source, data relating to the routed communications and an indication of relative importance associated with the routed communications, and
- based on the data as retrieved from the secondary data source and the indication of relative importance associated with the routed communications, generating data indicative of actions to be performed,
- wherein the indication of relative importance includes an indication that at least one of the routed communications has a higher priority than a priority indicated for at least one other of the routed communications, and
- wherein the secondary data source is a data source external to the data communication server.
A non-transitory computer readable medium storing a computer program when executed by processing circuitry included in a data communications server to route communications incoming to the data communications server and designated for a plurality of end-users having respective communication devices, perform the functions of:
- receiving messages that characterize device communications involving specific ones of the respective communication devices for which the data communications server routed communications,
- based on the messages, generating and processing summary data for the device communications that are routed and involving the specific ones of the respective communication devices, wherein the generating and processing of the summary data is by:
- retrieving, using a secondary data source, data relating to the routed communications and an indication of relative importance associated with the routed communications, and
- based on the data as retrieved from the secondary data source and the indication of relative importance associated with the routed communications, generating data indicative of actions to be performed,
- wherein the indication of relative importance includes an indication that at least one of the routed communications has a higher priority than a priority indicated for at least one other of the routed communications, and
- wherein the secondary data source is a data source external to the data communications server.
Dependencies are inferred from the claim text.