US 12,149,658 B1
Communications system for automatically routing data communications based on a chosen routing option
Arunim Samat, Campbell, CA (US); Vijai Gandikota, Campbell, CA (US); Manu Mukerji, Campbell, CA (US); and Zhishen Liu, Campbell, CA (US)
Assigned to 8x8, Inc., Campbell, CA (US)
Filed by 8x8, Inc., Campbell, CA (US)
Filed on Jun. 21, 2023, as Appl. No. 18/212,287.
Application 18/212,287 is a continuation of application No. 17/543,232, filed on Dec. 6, 2021, granted, now 11,700,332.
Application 17/543,232 is a continuation of application No. 16/822,739, filed on Mar. 18, 2020, granted, now 11,196,866, issued on Dec. 7, 2021.
Claims priority of provisional application 62/820,160, filed on Mar. 18, 2019.
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/42 (2006.01); H04L 51/046 (2022.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01)
CPC H04M 3/5233 (2013.01) [H04L 51/046 (2013.01); H04M 3/5175 (2013.01); H04M 3/5191 (2013.01); H04M 3/5237 (2013.01); H04M 2201/42 (2013.01); H04M 2203/402 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A data-communications system comprising:
a data-communications server, including communications circuitry and computer processing circuitry, to:
process respective user-data communications, received by the data-communications server over a network, between a client station and participant stations participating in data communications via the client station associated with a client entity;
aggregate context data on behalf of the client station or the associated client entity based on context information identified for one or more of the respective user-data communications between the client station and one or more of the participating stations, wherein the context information is identified based on at least one of: service request data received on behalf of the client station or the client entity, and at least one communications-specific characteristic indicated by the data-communications server; and
for a user-data communication from among the respective user-data communications and based on the aggregated context data,
choose a data communications routing option for routing data associated with the user-data communication, and
automatically route the user-data communication or data associated with the user-data communication to an agent according to the chosen data communications routing option.