Automatic integrated escalation in a unified messaging system
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United States of America Patent
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Sep 16, 2014
Grant Date -
Jun 13, 2013
app pub date -
Feb 8, 2013
filing date -
Oct 20, 2009
priority date (Note) -
In Force
status (Latency Note)
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Abstract
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.
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