Patent ID: 9307080
Filing Date: 2016-04-05
CPC Classification: H04L,H04M

Claim Text:
1. A computer-implemented method comprising: receiving, by a dynamic call control engine, a request to establish a voice communications session between a user of a telephonic device and an interactive voice response (IVR) system of a call handling system; determining a resource requirement for the voice communications session; accessing, by the dynamic call control engine, resource usage data for resources shared by multiple call handling systems; selecting, by the dynamic call control engine, a particular call handling system from among the multiple call handling systems based on the resource usage data of the resources shared by the multiple call handling systems and based on the resource requirement; selecting, by the dynamic call control engine, a particular IVR system of the particular call handling system from among multiple IVR systems of the particular call handling system based on the resource usage data and the resource requirement; using metadata indicating the resource requirement to select an interaction flow document associated with the voice communications session; enabling, by the dynamic call control engine, a connection to be set up between the telephonic device and the particular call handling system to allow the user of the telephonic device to participate in the voice communications session with the particular IVR system of the particular call handling system; and accessing, by the IVR system of the particular call handling system, a resource associated with the resource requirement.