# US 9,521,173 B1 · System and method for managing calls > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 9,521,173 B1 - Document ID: US9521173B1 - Status: Granted - Kind: B1 - Application number: 14/869,180 - Filed: 2015-09-29 - Granted: 2016-12-13 - Earliest claimed: 2015-09-29 - Assignees: RingCentral, Inc. - Applicants: RingCentral, Inc. - Inventors: Vlad Vendrow - Web page: https://patentgrep.com/patent/US9521173B1 ## CPC - H04M 1/72436: for text messaging, e.g. short messaging services [SMS] or e-mails - H04L 65/403: Arrangements for multi-party communication, e.g. for conferences (data switching systems for conference H04L12/18; arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities H04M3/56; television conferencing systems H04N7/15) - H04M 1/72469: for operating the device by selecting functions from two or more displayed items, e.g. menus or icons - H04M 3/02: Calling substations, e.g. by ringing (selective calling H04Q) - H04M 3/563: {User guidance or feature selection} - H04M 3/564: {whereby the feature is a sub-conference} - H04M 7/0027: {Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication} - H04W 4/08: User group management - H04W 68/005: {Transmission of information for alerting of incoming communication} - H04M 7/0057: {Services where the data services network provides a telephone service in addition or as an alternative, e.g. for backup purposes, to the telephone service provided by the telephone services network} - H04M 2201/38: Displays - H04M 2203/2038: Call context notifications - H04M 2203/2088: Call or conference reconnect, e.g. resulting from isdn terminal portability - H04M 2250/62: user interface aspects of conference calls - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) - H04W: WIRELESS COMMUNICATION NETWORKS (broadcast communication H04H; communication systems using wireless links for non-selective communication, e.g. wireless extensions H04M1/72) ## Abstract A computer-implemented method for managing calls in a collaboration environment is provided. The method includes receiving, by a processor, a call into a collaboration session of the collaboration environment. The method also includes identifying, by the processor, a user from a plurality of users associated with the collaboration session, based on at least one of contextual information regarding the call and information regarding the plurality of users. The method further includes providing, by the processor, an interface on a device associated with the identified user, wherein the interface enables the identified user to instruct the device to handle the call within the collaboration session. ## Claims ### Claim 1 A computer-implemented method for managing calls in a collaboration environment, comprising: receiving, by a processor, a call into a collaboration session of the collaboration environment, wherein the collaboration session is associated with a first interface that enables a plurality of users of the collaboration session to communicate with each other using text-based communication; causing display of a notification reflecting the call in the first interface associated with at least a first user of the plurality of users; identifying, by the processor, a user to receive the call from the plurality of users associated with the collaboration session, based on at least one of contextual information regarding the call and information regarding the plurality of users; and providing, by the processor, a second interface on a device associated with the identified user, wherein the second interface enables the identified user to instruct the device to handle the call within the collaboration session. ### Claim 2 (depends on 1) The computer-implemented method of claim 1, wherein identifying the user from the plurality of users comprises identifying the user based on an input on the notification received from the first user. ### Claim 3 (depends on 1) The computer-implemented method of claim 1, wherein the call is a telephone call or a voice message received from outside of the collaboration session through a telephone system. ### Claim 4 (depends on 1) The computer-implemented method of claim 1, wherein the contextual information includes a description of the call, and wherein the method further comprises obtaining the contextual information based on at least one of information received from a caller who made the call and prior communication records related to the caller. ### Claim 5 (depends on 1) The computer-implemented method of claim 1, wherein the call is received from another collaboration session. ### Claim 6 (depends on 1) The computer-implemented method of claim 1, wherein receiving the call comprises receiving the call while the first interface is in use. ### Claim 7 (depends on 1) The computer-implemented method of claim 1, wherein the information regarding the plurality of users includes availability data of the plurality of users, and wherein identifying the user comprises identifying the user based on the availability of the plurality of users. ### Claim 8 (depends on 2) The computer-implemented method of claim 2, wherein the input on the notification comprises a drag and drop input received within the first interface, which drags the notification reflecting the call and drops the notification onto an icon displayed in the first interface that represents a target user, and wherein identifying the user comprises selecting the target user of the drag and drop input as the user to receive the call. ### Claim 9 (depends on 1) The computer-implemented method of claim 1, further comprising placing the call in a queue of calls, and identifying the user to receive the call based on availability of the plurality of users. ### Claim 10 (depends on 1) The computer-implemented method of claim 1, wherein the collaboration environment includes more than one collaboration session, and wherein the method further comprises determining a target collaboration session to direct the call based on the contextual information regarding the call and characteristics associated with the collaboration sessions. ### Claim 11 (depends on 10) The computer-implemented method of claim 10, wherein each collaboration session is associated with a telephone number, and wherein determining the target collaboration session includes comparing the telephone numbers associated with the collaboration sessions with a telephone number dialed in the call. ### Claim 12 (depends on 10) The computer-implemented method of claim 10, wherein each collaboration session is associated with a description of the collaboration session, and wherein determining the target collaboration session includes comparing the contextual information regarding the call with the descriptions of the collaboration sessions. ### Claim 13 (depends on 12) The computer-implemented method of claim 12, wherein the descriptions of the collaboration sessions include at least one of a collaboration subject and a description of a functionality of a group of participants. ### Claim 14 A communication server for managing calls in a collaboration environment, comprising: at least one memory configured for storing instructions; and at least one processor in communication with the at least one memory and configured to execute the instructions to: receive a call into a collaboration session of the collaboration environment, wherein the collaboration session is associated with a first interface that enables a plurality of users of the collaboration session to communicate with each other using text-based communication; cause display of a notification reflecting the call in the first interface associated with at least a first user of the plurality of users; identify a user to receive the call from the plurality of users associated with the collaboration session, based on at least one of contextual information regarding the call and information regarding the plurality of users; and provide a second interface on a device associated with the identified user, wherein the second interface enables the identified user to instruct the device to handle the call within the collaboration session. ### Claim 15 (depends on 14) The communication server of claim 14, wherein the call is a telephone call or voice message received from outside the collaboration session through a telephone system. ### Claim 16 (depends on 14) The communication server of claim 14, wherein the contextual information includes a description of the call, and wherein the at least one processor is further configured to execute the instructions to obtain the contextual information based on at least one of information received from a caller who made the call and prior communication records related to the caller. ### Claim 17 (depends on 16) The communication server of claim 16, wherein the information regarding the plurality of users includes at least one of a function within an organization, a job title, technical expertise, education, language, and prior communication with the caller, and wherein the at least one processor is further configured to execute the instructions to identify the user from the plurality of users by comparing the contextual information regarding the call with the information regarding the plurality of users. ### Claim 18 (depends on 16) The communication server of claim 16, wherein the information provided by the caller includes at least one of a menu option selected by the caller and a voice input received from the caller during an interactive voice response process. ### Claim 19 (depends on 16) The communication server of claim 16, wherein the prior communication records related to the caller include at least one of a prior electronic message or a prior telephone call received from the caller, and wherein the at least one processor is further configured to execute the instructions to obtain the contextual information based on an analysis of at least one of the prior electronic message or the prior telephone call. ### Claim 20 An electronic device, comprising: a display configured to display a collaboration interface for a collaboration session, wherein the collaboration interface enables a plurality of users of the collaboration session to communicate with each other using text-based communication; and at least one processor configured to: receive a call into the collaboration session; and provide an interface within the collaboration interface of the collaboration session on the display, the interface including one or more selectable elements for the user to handle the call within the collaboration session. ### Claim 21 A non-transitory computer-readable medium encoded with instructions, which when executed by a processor, cause the processor to perform a method for managing calls in a collaboration environment, the method comprising: receiving a call into a collaboration session of the collaboration environment, wherein the collaboration session is associated with a first interface that enables a plurality of users of the collaboration session to communicate with each other using text-based communication; causing display of a notification reflecting the call in the first interface associated with at least a first user of the plurality of users; identifying a user to receive the call from the plurality of users associated with the collaboration session, based on at least one of contextual information regarding the call and information regarding the plurality of users; and providing a second interface on a device associated with the identified user, wherein the second interface enables the identified user to instruct the device to handle the call within the collaboration session.