Intelligent telephone call routing

Patent metadata

Field	Value
Publication number	US-9756176-B2
Application number	US-201514644013-A
Country	US
Kind code	B2
Filing date	Mar 10, 2015
Priority date	Mar 10, 2015
Publication date	Sep 5, 2017
Grant date	Sep 5, 2017

Abstract

Systems and methods for intelligently routing an incoming telephone call to an internal extension based on the calling history are provided. According to one embodiment, a session log is maintained by a call monitor of a telephone system. The session log contains multiple call session records relating to telephone calls between internal extension numbers and external telephone numbers. An incoming telephone call from a telephone external to the telephone system is received by the call monitor. The session log is searched by the call monitor for a call session record corresponding to the external telephone number. When a result of the searching meets one or more predetermined or configurable conditions, then a switch of the telephone system is caused by the call monitor to route the incoming telephone call to one of the internal extension numbers.

First claim

What is claimed is:

1. A method comprising:
maintaining, by a call monitor of a telephone system, a session log in which a plurality of call session records relating to telephone calls between internal extension numbers and external telephone numbers are stored, wherein each of the internal extension numbers are associated with a telephone extension within the telephone system and each of the external telephone numbers are associated with a telephone outside of the telephone system;
receiving, by the call monitor, an incoming telephone call from a telephone outside of the telephone system, wherein the telephone outside of the telephone system is associated with an external telephone number;
searching, by the call monitor, the session log for a call session record of the plurality of call session records corresponding to the external telephone number of the incoming telephone call;
calculating, by the call monitor, a probability score that the incoming telephone call is a call-back of an internal extension number within one or more matching call session records;
playing, by the telephone system, a prompt message to the external telephone number wherein the prompt message indicates that the incoming telephone call will be routed to the internal extension number within one or more matching call session records; and
when (i) a result of the searching meets one or more predetermined or configurable conditions and (ii) the probability score is higher than a predetermined threshold, then causing, by the call monitor, a switch of the telephone system to route the incoming telephone call to the internal extension number of the internal extension numbers.

2. The method of claim 1 , wherein the one or more predetermined or configurable conditions include existence of the one or more matching call session records.

3. The method of claim 2 , wherein each of the plurality of call session records include information regarding a calling party and a called party.

4. The method of claim 3 , wherein said searching further comprises comparing the information regarding the called party of the plurality of call session records to the external telephone number of the incoming telephone call.

5. The method of claim 3 , wherein said searching comprises comparing the information regarding the calling party of the plurality of call session records to the external telephone number of the incoming telephone call.

6. The method of claim 2 , wherein the incoming telephone call is directly routed to the internal extension number within the one or more matching call session records by the switch without playing a prompt message to the external telephone number.

7. The method of claim 2 , wherein said telephone system plays
the prompt message to the external telephone number prior to said causing, by the call monitor, the switch of the telephone system to route the incoming telephone call to the internal extension number within the one or more matching call session records.

8. The method of claim 2 , further comprising
playing, by the call monitor, an option message back to a caller of the incoming telephone call, wherein the option message includes one or more internal extension numbers within the one or more matching call session records;
receiving, by the call monitor, from the caller a selection corresponding to a selected internal extension number of the one or more internal extension numbers; and
causing, by the call monitor, the switch to route the incoming telephone call to the selected internal extension number.

9. The method of claim 2 , wherein the call monitor further comprises a rule set defining routing rules according to which the incoming telephone call is to be routed and wherein the one or more predetermined or configurable conditions include satisfaction of one or more conditions specified by a rule of the rule set applicable to the incoming telephone call.

10. The method of claim 9 , wherein each rule of the rule set specifies conditions relating to one or more of a start time of the incoming telephone call, a start time, an end time and a duration of the one or more matching call session records and a status of the internal extension number of the one or more matching call session records.

11. The method of claim 2 , wherein the one or more predetermined or configurable conditions include exceeding a predetermined probability threshold that the incoming telephone call represents a particular type of call in relation to the internal extension number within the one or more matching call session records.

12. A telephone system comprising:
a call monitor configured for
maintaining a session log for recording sessions between internal extension numbers and external telephone numbers, wherein each of the internal extension numbers is associated with a telephone extension inside the telephone system and each of the external telephone numbers is associated with a telephone outside the telephone system;
receiving an incoming telephone call from a telephone outside the telephone system, wherein the telephone outside the telephone system is associated with an external telephone number;
searching, by the call monitor, a matched session in the session log, wherein the external telephone number of the matched session is the same as the external telephone number of the incoming telephone call;
calculating, by the call monitor, a probability score that the incoming telephone call is a call-back of one or more internal extension numbers of the matched session;
playing, by the call monitor, an option message back to a caller of the incoming telephone call, wherein the option message includes the one or more internal extension numbers of the matched session;
receiving, by the call monitor, a selection from the one or more internal extension numbers from the caller; and

a switch that is configured for routing the incoming telephone call to the internal extension number of the matched session selected by the caller when the probability score is higher than a predetermined threshold.

13. The telephone system of claim 12 , wherein each of the sessions of the session log includes calling parties and called parties.

14. The telephone system of claim 13 , wherein said searching, by the call monitor, a matched session in the session log further comprises searching in the called parties of the session log for the external telephone number of the incoming telephone call.

15. The telephone system of claim 13 , wherein said searching, by the call monitor, a matched session in the session log further comprises searching in the calling parties of the session log for the external telephone number of the incoming telephone call.

16. The telephone system of claim 12 , wherein the incoming telephone call is routed to the internal extension number of the matched session by the switch directly without playing a prompt message to the external telephone number.

17. The telephone system of claim 12 , wherein the call monitor is further configured for playing a prompt message back to the external telephone number before the incoming telephone call is routed to the internal extension number of the matched session by the switch; wherein the prompt message indicates that the incoming telephone call is to be routed to the internal extension number.

18. The telephone system of claim 12 , wherein the call monitor further comprises a rule set for routing the incoming telephone call to an internal extension number of the matched session, and the incoming telephone call is routed to the internal extension nu

Assignees

• Fortinet Inc

Inventors

• Chandra Sekhar Sumanth Gorajala

Classifications

• H04M3/2218 Primary

  Call detail recording · CPC title

• H04M3/42195

  Arrangements for calling back a calling subscriber (when the wanted subscriber ceases to be busy H04M3/48) · CPC title

• H04M2203/551

  Call history · CPC title

• H04M3/546

  in private branch exchanges · CPC title