Automatic integrated escalation in a unified messaging system

摘要

A user is identified based at least in part on a user identification designation associated with an incoming communication. A message recipient is then determined based at least in part on the identified user and one or more address books associated with message recipients by comparing the user identification designation to one or more entries in the one or more recipient databases. The incoming communication is routed to the determined message recipient. Escalation procedures are implemented up to a configured level in the recipient organization based on various criteria. As messages are escalated and deposited in mailboxes associated with the determined message recipients, the determined message recipients are notified of the deposited messages.

主权项

1. A method comprising:
routing a first message comprising an incoming communication received at a unified messaging call center to a first mailbox associated with a first message recipient, the incoming communication comprising a user identification, wherein the first message recipient is determined based on an association between the first message recipient and the user identification using stored incoming source information comprising user identification information of users who have previously contacted the unified messaging call center; upon determining that the first message recipient has not retrieved the first message from the first mailbox within a first length of time, the first length of time being based on a hierarchical level of the first message recipient in an organizational chart:
generating an enhanced incoming communication by associating original information of the incoming communication with additional information;routing a second message comprising the enhanced incoming communication to a second mailbox associated with a second message recipient at a higher hierarchical level in the organizational chart than the first message recipient; androuting a copy of the second message to the first mailbox associated with the first message recipient; and upon determining that the second message recipient has not retrieved the second message from the second mailbox within a second length of time, the second length of time being based on the higher hierarchical level:
routing a third message comprising the enhanced incoming communication to a third mailbox associated with a third message recipient; anddeleting the second message from the second mailbox.