INTELLIGENT TELEPHONE CALL ROUTING

摘要

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, containing information regarding sessions between internal extension numbers and external telephone numbers, is maintained by a call monitor of a telephone system. The internal extension numbers are associated with telephone extensions within the telephone system and the external telephone numbers are associated with telephones outside of the telephone system. An incoming telephone call is received by the call monitor from a telephone outside the telephone system that is associated with an external telephone number. It is determined by the call monitor whether the incoming call represents a call-back to an internal extension number based on the session log. When the incoming call is determined to represent a call-back, then causing a switch to route the incoming call to the internal extension number.

主权项

1. A method comprising:
maintaining, by a call monitor of a telephone system, a session log containing information regarding sessions between internal extension numbers and external telephone numbers, wherein each of the internal extension numbers is associated with a telephone extension within the telephone system and each of external telephone numbers is associated with a telephone outside the telephone system; receiving, by the call monitor, an incoming telephone call from a telephone outside the telephone system that is associated with an external telephone number; determining, by the call monitor, whether the incoming call represents a call-back to an internal extension number based on the session log; and when a result of said determining is affirmative, then causing, by the call monitor, the incoming telephone call to be routed by a switch to the internal extension number.