Unified call routing in social hunt groups
AssigneeInternational Business Machines Corporation
InventorsFernando Salazar, Bhavuk Srivastava
Life of this patent
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Abstract
Telephone call routing in a hunt group is based upon monitoring computer activities of the members (devices, people) of the hunt group. For example, a hunt group's member activity score may be based upon how many incoming hunt group calls that member handles. This high activity score is then used to control that member's place in the call routing order.
Claims15
1-6. (canceled)
A computer program product for routing calls within a hunt group including a plurality of hunt group members, the computer program product comprising a computer readable storage medium having stored thereon:
- first program instructions programmed to determine a first routing order for routing an incoming call to the plurality of hunt group members;
- second program instructions programmed to monitor, for a period of time, computing activity of at least a first hunt group member and a second hunt group member to obtain, for the period of time, a first monitoring result corresponding to the first hunt group member and a second monitoring result corresponding to the second hunt group member;
- third program instructions programmed to establish a ranking between the first hunt group member and the second hunt group member based at least in part on the first and second monitoring results;
- and
- fourth program instructions programmed to revise the first call routing order to a second call routing order based, at least in part, on the ranking.
(canceled)
A computer system for routing calls within a hunt group including a plurality of hunt group members, the computer system comprising:
- a processor(s) set;
- and
- a computer readable storage medium;
- wherein:
- the processor set is structured, located, connected and/or programmed to run program instructions stored on the computer readable storage medium;
- and
- the program instructions include:
- first program instructions programmed to determine a first routing order for routing an incoming call to the plurality of hunt group members;
- second program instructions programmed to monitor, for a period of time, computing activity of at least a first hunt group member and a second hunt group member to obtain, for the period of time, a first monitoring result corresponding to the first hunt group member and a second monitoring result corresponding to the second hunt group member
- third program instructions programmed to establish a ranking between the first hunt group member and the second hunt group member based at least in part on the first and second monitoring results;
- and
- fourth program instructions programmed to revise the first call routing order to a second call routing order based, at least in part, on the ranking.
(canceled)
Dependencies are inferred from the claim text.