Methods, Systems, and Products for Routing Communications to Contact Centers
AssigneeAT&T Intellectual Property I, L.P.
InventorsDiane Brown Turcan, David L. Wellons
Life of this patent
Estimating the term…
Abstract
Methods, systems, and products are disclosed for routing communications to contact centers. When an incoming communication is detected, calling party identification information is associated to a communications profile. When a called party has multiple communications devices, then a location is received for each of the called party's multiple communications devices. The incoming communication is then routed based on the location of the called party's multiple communications devices.
Claims20
A method, comprising:
- detecting an incoming communication by a call management system that intelligently routes the incoming communication to a designated party;
- associating a communications profile with calling party identification information;
- determining from the communications profile that a called party has multiple communications devices that may receive the incoming communication;
- receiving a location of each of the called party's multiple communications devices;
- determining the location of at least one of the called party's multiple communications devices is in a restroom;
- and
- routing the incoming communication to voicemail.
A system, comprising:
- a processor executing code stored in memory that causes the processor to:
- detect an incoming communication by a call management system that intelligently routes the incoming communication to a designated party;
- associate a communications profile with calling party identification information;
- determine from the communications profile that a called party has multiple communications devices that may receive the incoming communication;
- receive a location of each of the called party's multiple communications devices;
- determine the location of at least one of the called party's multiple communications devices is in a restroom;
- and
- route the incoming communication to voicemail.
A computer readable media on which is encoded processor executable instructions for performing a method, the method comprising:
- detecting an incoming communication by a call management system that intelligently routes the incoming communication to a designated party;
- associating a communications profile with calling party identification information;
- determining from the communications profile that a called party has multiple communications devices that may receive the incoming communication;
- receiving a location of each of the called party's multiple communications devices;
- determining the location of at least one of the called party's multiple communications devices is in a restroom;
- and
- routing the incoming communication to voicemail.
Dependencies are inferred from the claim text.