Browse Prior Art Database

Routing of Information Based on Time, Status and Location of Potential Recipients

IP.com Disclosure Number: IPCOM000202484D
Publication Date: 2010-Dec-17
Document File: 3 page(s) / 12K

Publishing Venue

The IP.com Prior Art Database

Abstract

A system for automated routing of information, based on the status and location of potential recipients, which can also be time-based. Automated routing of telephone calls/email, etc., depending on the person’s current location, availability and which electronic equipment is co-located with that person is desirable and has a high level of usefulness/functionality. A system of this type has various other business applications, in particular when a call is not directed to a specific individual, but instead is something such as a service request call, or other call to a generalized telephone number, such as a company or department telephone.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 38% of the total text.

Page 01 of 3

Routing of Information Based on Time, Status Location of Potential Recipients

There are a variety of products in existence for routing arriving emails, telephone calls, etc. For example, Microsoft Outlook has a simple rule routing capability for arriving emails. Various software products exist for routing telephone calls received at a single phone number to be selectively routed to another phone number such as home, work, cell, etc. However, these products generally require development of routing rules, and if the rules are not used at all times, require manual intervention when the rules are to be applied and then subsequently turned off. Additionally, any changes, such as routing to a different telephone number require manual adjustments to the rules.

The current systems do not take advantage of location information from GNSS/GPS and other sources, many of which are incorporated into modern cellular telephone and other mobile equipment. Such equipment enables a Location Based Service (LBS). A Location Based Service provides a higher level of automation, and enables users to make more effective/optimized routing decisions based on location and dynamic status of a plurality of possible recipients. Additionally, the optimization of rules may be related to metrics such as response time, response cost, and compliance to work rules.

Automated routing of telephone calls/email, etc., depending on the person's current location, availability and which electronic equipment is co-located with that person is desirable and has a high level of usefulness/functionality. Additionally, however, this type of system also has many other applications, far beyond the simple routing of a personal telephone call to a specific person. depending on the person's current location, availability and which electronic equipment is co- located with that person. A system of this type has various business applications, in particular when a call is not directed to a specific individual, but instead is something such as a service request call, or other call to a generalized telephone number, such as a company or department telephone.

For example, if a customer places a telephone call to a customer service call center, and requests a specific equipment service, or level of qualified service personnel, either through a conversation with a customer service representative, or through an interactive options system
(i.e. - press "1" for software service, press "2" for hardware service, etc.). Based on the information received at the call center, the call routing system could be used to determine available status of qualified personnel to respond to a particular service call, the geographic location of each of those persons, each person's location in relation to the site where service is needed (if other than at the call center), and any open work requests in each qualified person's work queue.

Additionally, the system could also take into consideration other factors, such...