Patent Publication Number: US-2023164264-A1

Title: Inbound Call Routing In An Integrated Voice And Video Platform

Description:
CROSS-REFERENCE TO RELATED APPLICATION(S) 
     This disclosure is a continuation of U.S. application Ser. No. 17/559,667, filed Dec. 22, 2021, which is a continuation of U.S. application Ser. No. 17/163,272, filed on Jan. 29, 2021, the entire disclosure of which is herein incorporated by reference. 
    
    
     BACKGROUND 
     Enterprise entities rely upon several modes of communication to support their operations, including telephone, email, internal messaging, and the like. These separate modes of communication have historically been implemented by service providers whose services are not integrated with one another. The disconnect between these services, in at least some cases, requires information to be manually passed by users from one service to the next. Furthermore, some services, such as telephony services, are traditionally delivered via on-premises solutions, meaning that remote workers and those who are generally increasingly mobile may be unable to rely upon them. One solution is by way of a unified communications as a service (UCaaS) platform, which includes several communications services integrated over a network, such as the Internet, to deliver a complete communication experience regardless of physical location. 
     SUMMARY 
     Disclosed herein are, inter alia, implementations of systems and techniques for inbound call routing in an integrated voice and video platform. 
     One aspect of this disclosure is a system, which includes a data store, a first server, and a second server. The data store stores routing rules customized for a software platform. The first server includes a routing engine and a private branch exchange, in which the routing engine routes a call from a phone to a software service of the software platform via the private branch exchange according to a routing rule of the routing rules. The second server provides the software service. 
     Another aspect of this disclosure is a method, which includes receiving a call from a phone via a telephony system associated with a software platform. A routing rule customized for the software platform is identified based on information signaled with the call. A software service of the software platform is determined based on the routing rule. The phone is then connected with a software system that provides the software service. 
     Yet another aspect of this disclosure is a system, which includes a telephony server and a meeting server. The telephony server routes a call received from a phone registered with a software platform to a virtual meeting according to a routing rule customized for a customer of the software platform. The meeting server runs virtual meeting software to implement the virtual meeting. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
       This disclosure is best understood from the following detailed description when read in conjunction with the accompanying drawings. It is emphasized that, according to common practice, the various features of the drawings are not to-scale. On the contrary, the dimensions of the various features are arbitrarily expanded or reduced for clarity. 
         FIG.  1    is a block diagram of an example of an electronic computing and communications system. 
         FIG.  2    is a block diagram of an example internal configuration of a computing device of an electronic computing and communications system. 
         FIG.  3    is a block diagram of an example of a software platform implemented by an electronic computing and communications system. 
         FIG.  4    is a block diagram of an example of servers used to integrate voice and video features of a software platform. 
         FIG.  5    is a block diagram of an example of a telephony system and a meeting system of a software platform. 
         FIG.  6    is a block diagram of example functionality of a routing engine used by a telephony system of a software platform. 
         FIG.  7    is a flowchart of an example of a technique for routing a call to a software service in an integrated voice and video platform. 
     
    
    
     DETAILED DESCRIPTION 
     Conventional UCaaS platforms implement a range of communication and collaboration tools, including, for example, telephony services and conferencing services. UCaaS platforms are typically implemented using multi-tenant architecture in which infrastructure and software instantiations are shared between platform users. While the typical UCaaS platform architecture allows users to access the same services, it does not enable customization on the basis of specific users. For example, call-in numbers for multi-tenant conferencing services are typically shared across all users of a conventional UCaaS platform because a conventional UCaaS platform does not allow individual users to customize such call-in numbers. Furthermore, given this inflexibility on the part of conventional UCaaS platforms to allow customizations for individual users, there is no mechanism by which to route calls to certain phone numbers or extensions, for example, local or toll free phone numbers or extensions, to software services of such a UCaaS platform. 
     Implementations of this disclosure address problems such as these by integrating voice and video features of a software platform, which may, for example, be a UCaaS platform. Routing rules are defined to route calls to certain phone numbers or extensions to certain software services. Thereafter, when a call is received via a telephony system associated with the software platform, a routing rule customized for the software platform is identified based on information signaled with the call, such as a phone number or extension dialed to place the call. A software service is determined based on the routing rule, and the phone is connected with the software system that provides the software service. As such, the routing rules disclosed herein may be generated and used on a customer-basis to customize aspects of a multi-tenant software platform for individual customers thereof. 
     The implementations of this disclosure thus allow for numerous customization approaches for integrating telephony services of a software platform with software services of that software platform. In one example, a routing rule may be defined to route calls to a phone number assigned to a customer of the software platform, such as a local or toll free number anywhere within a service area of the software platform, to an interactive voice response (IVR) system. The IVR system may be customized for the customer using certain prompts. A response to a prompt can be routed to either a specific virtual meeting. In some cases, the caller may be prompted to enter a meeting identifier associated with that virtual meeting, such as before being connected thereto. In some cases, the IVR system may be facilitated using an auto attendant of the software platform. 
     In another example, a routing rule may be defined to route calls to a phone extension, such as a local extension for phones registered to the software platform for a customer thereof, to a specific virtual meeting. The phone number or extension may be a simple number called from a phone dialer or hotkey which seamlessly connects the caller to the virtual meeting. In some cases, the caller may be prompted to enter a meeting identifier associated with that virtual meeting, such as before being connected thereto. In this way, a customer of the software platform can configure virtual meetings to allow callers to participate therein using a phone number local to an office of the customer or using a main phone number for the customer. 
     In yet another example, a universal meeting identifier may be created for a universal meeting, which may be a virtual meeting that is generally accessible to an entire corps of the customer or a subset thereof. The universal meeting may, for example, be an emergency bridge line. A routing rule may be defined to route calls to a phone number or extension to the universal meeting in which the callers are automatically authenticated based on the universal meeting identifier being associated with that phone number or extension. 
     In still a further example, a universal identifier may be created for a software service other than a virtual meeting which is generally accessible to the entire customer corps or a subset thereof. For example, a routing rule may be defined to route calls to a phone number or extension to an emergency service (e.g., an E911 service) based on the universal identifier being associated with that phone number or extension. In another example, a routing rule may be defined to route calls to a phone number or extension to another software service of the software platform based on the universal identifier being associated with that phone number or extension. 
     To describe some implementations in greater detail, reference is first made to examples of hardware and software structures used to implement inbound call routing in an integrated voice and video platform.  FIG.  1    is a block diagram of an example of an electronic computing and communications system  100 , which can be or include a distributed computing system (e.g., a client-server computing system), a cloud computing system, a clustered computing system, or the like. The system  100  includes one or more customers, such as customers  102 A through  102 B, which may each be a public entity, private entity, or another corporate entity or individual that purchases or otherwise uses software services, such as of a UCaaS platform provider. Each customer can include one or more clients. For example, as shown and without limitation, the customer  102 A can include clients  104 A through  104 B, and the customer  102 B can include clients  104 C through  104 D. A customer can include a customer network or domain. For example, and without limitation, the clients  104 A through  104 B can be associated or communicate with a customer network or domain for the customer  102 A and the clients  104 C through  104 D can be associated or communicate with a customer network or domain for the customer  102 B. 
     A client, such as one of the clients  104 A through  104 D, may be or otherwise refer to one or both of a client device or a client application. Where a client is or refers to a client device, the client can comprise a computing system, which can include one or more computing devices, such as a mobile phone, a tablet computer, a laptop computer, a notebook computer, a desktop computer, or another suitable computing device or combination of computing devices. Where a client instead is or refers to a client application, the client can be an instance of software running on a customer device (e.g., a client device or another device). In some implementations, a client can be implemented as a single physical unit or as a combination of physical units. In some implementations, a single physical unit can include multiple clients. 
     The system  100  can include a number of customers and/or clients or can have a configuration of customers or clients different from that generally illustrated in  FIG.  1   . For example, and without limitation, the system  100  can include hundreds or thousands of customers, and at least some of the customers can include or be associated with a number of clients. 
     The system  100  includes a datacenter  106 , which may include one or more servers. The datacenter  106  can represent a geographic location, which can include a facility, where the one or more servers are located. The system  100  can include a number of datacenters and servers or can include a configuration of datacenters and servers different from that generally illustrated in  FIG.  1   . For example, and without limitation, the system  100  can include tens of datacenters, and at least some of the datacenters can include hundreds or another suitable number of servers. In some implementations, the datacenter  106  can be associated or communicate with one or more datacenter networks or domains, which can include domains other than the customer domains for the customers  102 A through  102 B. 
     The datacenter  106  includes servers used for implementing software services of a UCaaS platform. The datacenter  106  as generally illustrated includes an application server  108 , a database server  110 , and telephony server  112 . The servers  108  through  112  can each be a computing system, which can include one or more computing devices, such as a desktop computer, a server computer, or another computer capable of operating as a server, or a combination thereof. A suitable number of each of the servers  108  through  112  can be implemented at the datacenter  106 . The UCaaS platform uses a multi-tenant architecture in which installations or instantiations of the servers  108  through  112  is shared amongst the customers  102 A through  102 B. 
     In some implementations, one or more of the servers  108  through  112  can be a non-hardware server implemented on a physical device, such as a hardware server. In some implementations, a combination of two or more of the application server  108 , the database server  110 , and the telephony server  112  can be implemented as a single hardware server or as a single non-hardware server implemented on a single hardware server. In some implementations, the datacenter  106  can include servers other than or in addition to the servers  108  through  112 , for example, a media server, a proxy server, or a web server. 
     The application server  108  runs web-based software services deliverable to a client, such as one of the clients  104 A through  104 D. As described above, the software services may be of a UCaaS platform. For example, the application server  108  can implement all or a portion of a UCaaS platform, for example, including conferencing software, messaging software, and/or other intra-party or inter-party communications software. The application server  108  may, for example, be or include a unitary Java Virtual Machine (JVM). 
     In some implementations, the application server  108  can include an application node, which can be a process executed on the application server  108 . For example, and without limitation, the application node can be executed in order to deliver software services to a client, such as one of the clients  104 A through  104 D, as part of a software application. The application node can be implemented using processing threads, virtual machine instantiations, or other computing features of the application server  108 . In some such implementations, the application server  108  can include a suitable number of application nodes, depending upon a system load or other characteristics associated with the application server  108 . For example, and without limitation, the application server  108  can include two or more nodes forming a node cluster. In some such implementations, the application nodes implemented on a single application server  108  can run on different hardware servers. 
     The database server  110  stores, manages, or otherwise provides data for delivering software services of the application server  108  to a client, such as one of the clients  104 A through  104 D. In particular, the database server  110  may implement one or more databases, tables, or other data stores suitable for use with a software application implemented using the application server  108 . The database server  110  may include a data storage unit accessible by software executed on the application server  108 . A database implemented by the database server  110  may be a relational database management system (RDBMS), an object database, an XML database, a configuration management database (CMDB), a management information base (MIB), one or more flat files, other suitable non-transient storage mechanisms, or a combination thereof. The system  100  can include one or more database servers, in which each database server can include one, two, three, or another suitable number of databases configured as or comprising a suitable database type or combination thereof. 
     In some implementations, one or more databases, tables, other suitable information sources, or portions or combinations thereof may be stored, managed, or otherwise provided by one or more of the elements of the system  100  other than the database server  110 , for example, the client  104  or the application server  108 . 
     The telephony server  112  enables network-based telephony and web communications from and to clients of a customer, such as the clients  104 A through  104 B for the customer  102 A or the clients  104 C through  104 D for the customer  102 B. Some or all of the clients  104 A through  104 D may be voice over internet protocol (VOIP)-enabled devices configured to send and receive calls over a network, for example, a network  114 . In particular, the telephony server  112  includes a session initiation protocol (SIP) zone and a web zone. The SIP zone enables a client of a customer, such as the customer  102 A or  102 B, to send and receive calls over the network  114  using SIP requests and responses. The web zone integrates telephony data with the application server  108  to enable telephony-based traffic access to software services run by the application server  108 . Given the combined functionality of the SIP zone and the web zone, the telephony server  112  may be or include a cloud-based private branch exchange (PBX) system. 
     The SIP zone receives telephony traffic from a client of a customer and directs same to a destination device. The SIP zone may include one or more call switches for routing the telephony traffic. For example, to route a VOIP call from a first VOIP-enabled client of a customer to a second VOIP-enabled client of the same customer, the telephony server  112  may initiate a SIP transaction between a first client and the second client using a PBX for the customer. However, in another example, to route a VOIP call from a VOIP-enabled client of a customer to a client or non-client device (e.g., a desktop phones which is not configured for VOIP communication) which is not VOIP-enabled, the telephony server  112  may initiate a SIP transaction via a VOIP gateway that transmits the SIP signal to a public switched telephone network (PSTN) system for outbound communication to the non-VOIP-enabled client or non-client phone. Hence, the telephony server  112  may include a PSTN system and may in some cases access an external PSTN system. 
     The telephony server  112  includes one or more session border controllers (SBCs) for interfacing the SIP zone with one or more aspects external to the telephony server  112 . In particular, an SBC can act as an intermediary to transmit and receive SIP requests and responses between clients or non-client devices of a given customer with clients or non-client devices external to that customer. When incoming telephony traffic for delivery to a client of a customer, such as one of the clients  104 A through  104 D, originating from outside the telephony server  112  is received, a SBC receives the traffic and forwards it to a call switch for routing to the client. 
     In some implementations, the telephony server  112 , via the SIP zone, may enable one or more forms of peering to a carrier or customer premise. For example, Internet peering to a customer premise may be enabled to ease the migration of the customer from a legacy provider to a service provider operating the telephony server  112 . In another example, private peering to a customer premise may be enabled to leverage a private connection terminating at one end at the telephony server  112  and at the other at a computing aspect of the customer environment. In yet another example, carrier peering may be enabled to leverage a connection of a peered carrier to the telephony server  112 . 
     In some such implementations, a SBC or telephony gateway within the customer environment may operate as an intermediary between the SBC of the telephony server  112  and a PSTN for a peered carrier. When an external SBC is first registered with the telephony server  112 , a call from a client can be routed through the SBC to a load balancer of the SIP zone, which directs the traffic to a call switch of the telephony server  112 . Thereafter, the SBC may be configured to communicate directly with the call switch. 
     The web zone receives telephony traffic from a client of a customer, via the SIP zone, and directs same to the application server  108  via one or more Domain Name System (DNS) resolutions. For example, a first DNS within the web zone may process a request received via the SIP zone and then deliver the processed request to a web service which connects to a second DNS at or otherwise associated with the application server  108 . Once the second DNS resolves the request, it is delivered to the destination service at the application server  108 . The web zone may also include a database or other data store for authenticating access to a software application for telephony traffic processed within the SIP zone, for example, a softphone. 
     The clients  104 A through  104 D communicate with the servers  108  through  112  of the datacenter  106  via the network  114 . The network  114  can be or include, for example, the Internet, a local area network (LAN), a wide area network (WAN), a virtual private network (VPN), or another public or private means of electronic computer communication capable of transferring data between a client and one or more servers. In some implementations, a client can connect to the network  114  via a communal connection point, link, or path, or using a distinct connection point, link, or path. For example, a connection point, link, or path can be wired, wireless, use other communications technologies, or a combination thereof. 
     The network  114 , the datacenter  106 , or another element, or combination of elements, of the system  100  can include network hardware such as routers, switches, other network devices, or combinations thereof. For example, the datacenter  106  can include a load balancer  116  for routing traffic from the network  114  to various servers associated with the datacenter  106 . The load balancer  116  can route, or direct, computing communications traffic, such as signals or messages, to respective elements of the datacenter  106 . 
     For example, the load balancer  116  can operate as a proxy, or reverse proxy, for a service, such as a service provided to one or more remote clients, such as one or more of the clients  104 A through  104 D, by the application server  108 , the telephony server  112 , and/or another server. Routing functions of the load balancer  116  can be configured directly or via a DNS. The load balancer  116  can coordinate requests from remote clients and can simplify client access by masking the internal configuration of the datacenter  106  from the remote clients. 
     In some implementations, the load balancer  116  can operate as a firewall, allowing or preventing communications based on configuration settings. Although the load balancer  116  is depicted in  FIG.  1    as being within the datacenter  106 , in some implementations, the load balancer  116  can instead be located outside of the datacenter  106 , for example, when providing global routing for multiple datacenters. In some implementations, load balancers can be included both within and outside of the datacenter  106 . In some implementations, the load balancer  116  can be omitted. 
       FIG.  2    is a block diagram of an example internal configuration of a computing device  200  of an electronic computing and communications system, for example, a computing device which implements one or more of the client  104 , the application server  108 , the database server  110 , or the telephony server  112  of the system  100  shown in  FIG.  1   . 
     The computing device  200  includes components or units, such as a processor  202 , a memory  204 , a bus  206 , a power source  208 , peripherals  210 , a user interface  212 , a network interface  214 , other suitable components, or a combination thereof. One or more of the memory  204 , the power source  208 , the peripherals  210 , the user interface  212 , or the network interface  214  can communicate with the processor  202  via the bus  206 . 
     The processor  202  is a central processing unit, such as a microprocessor, and can include single or multiple processors having single or multiple processing cores. Alternatively, the processor  202  can include another type of device, or multiple devices, now existing or hereafter developed, configured for manipulating or processing information. For example, the processor  202  can include multiple processors interconnected in one or more manners, including hardwired or networked, including wirelessly networked. For example, the operations of the processor  202  can be distributed across multiple devices or units that can be coupled directly or across a local area or other suitable type of network. The processor  202  can include a cache, or cache memory, for local storage of operating data or instructions. 
     The memory  204  includes one or more memory components, which may each be volatile memory or non-volatile memory. For example, the volatile memory of the memory  204  can be random access memory (RAM) (e.g., a DRAM module, such as DDR SDRAM) or another form of volatile memory. In another example, the non-volatile memory of the memory  204  can be a disk drive, a solid state drive, flash memory, phase-change memory, or another form of non-volatile memory configured for persistent electronic information storage. The memory  204  may also include other types of devices, now existing or hereafter developed, configured for storing data or instructions for processing by the processor  202 . In some implementations, the memory  204  can be distributed across multiple devices. For example, the memory  204  can include network-based memory or memory in multiple clients or servers performing the operations of those multiple devices. 
     The memory  204  can include data for immediate access by the processor  202 . For example, the memory  204  can include executable instructions  216 , application data  218 , and an operating system  220 . The executable instructions  216  can include one or more application programs, which can be loaded or copied, in whole or in part, from non-volatile memory to volatile memory to be executed by the processor  202 . For example, the executable instructions  216  can include instructions for performing some or all of the techniques of this disclosure. The application data  218  can include user data, database data (e.g., database catalogs or dictionaries), or the like. In some implementations, the application data  218  can include functional programs, such as a web browser, a web server, a database server, another program, or a combination thereof. The operating system  220  can be, for example, Microsoft Windows®, Mac OS X®, or Linux®; an operating system for a mobile device, such as a smartphone or tablet device; or an operating system for a non-mobile device, such as a mainframe computer. 
     The power source  208  includes a source for providing power to the computing device  200 . For example, the power source  208  can be an interface to an external power distribution system. In another example, the power source  208  can be a battery, such as where the computing device  200  is a mobile device or is otherwise configured to operate independently of an external power distribution system. In some implementations, the computing device  200  may include or otherwise use multiple power sources. In some such implementations, the power source  208  can be a backup battery. 
     The peripherals  210  includes one or more sensors, detectors, or other devices configured for monitoring the computing device  200  or the environment around the computing device  200 . For example, the peripherals  210  can include a geolocation component, such as a global positioning system location unit. In another example, the peripherals can include a temperature sensor for measuring temperatures of components of the computing device  200 , such as the processor  202 . In some implementations, the computing device  200  can omit the peripherals  210 . 
     The user interface  212  includes one or more input interfaces and/or output interfaces. An input interface may, for example, be a positional input device, such as a mouse, touchpad, touchscreen, or the like; a keyboard; or another suitable human or machine interface device. An output interface may, for example, be a display, such as a liquid crystal display, a cathode-ray tube, a light emitting diode display, or other suitable display. 
     The network interface  214  provides a connection or link to a network (e.g., the network  114  shown in  FIG.  1   ). The network interface  214  can be a wired network interface or a wireless network interface. The computing device  200  can communicate with other devices via the network interface  214  using one or more network protocols, such as using Ethernet, transmission control protocol (TCP), internet protocol (IP), power line communication, an IEEE 802.X protocol (e.g., Wi-Fi, Bluetooth, ZigBee, etc.), infrared, visible light, general packet radio service (GPRS), global system for mobile communications (GSM), code-division multiple access (CDMA), Z-Wave, another protocol, or a combination thereof. 
       FIG.  3    is a block diagram of an example of a software platform  300  implemented by an electronic computing and communications system, for example, the system  100  shown in  FIG.  1   . The software platform  300  is a UCaaS platform accessible by clients of a customer of a UCaaS platform provider, for example, the clients  104 A through  104 B of the customer  102 A or the clients  104 C through  104 D of the customer  102 B shown in  FIG.  1   . For example, the software platform  300  may be a multi-tenant platform instantiated using one or more servers at one or more datacenters including, for example, the application server  108 , the database server  110 , and the telephony server  112  of the datacenter  106  shown in  FIG.  1   . 
     The software platform  300  includes software services accessible using one or more clients. For example, a customer  302 , which may, for example, be the customer  102 A, the customer  102 B, or another customer, as shown includes four clients—a desk phone  304 , a computer  306 , a mobile device  308 , and a shared device  310 . The desk phone  304  is a desktop unit configured to at least send and receive calls and includes an input device for receiving a telephone number or extension to dial to and an output device for outputting audio and/or video for a call in progress. The computer  306  is a desktop, laptop, or tablet computer including an input device for receiving some form of user input and an output device for outputting information in an audio and/or visual format. The mobile device  308  is a smartphone, wearable device, or other mobile computing aspect including an input device for receiving some form of user input and an output device for outputting information in an audio and/or visual format. The desk phone  304 , the computer  306 , and the mobile device  308  may generally be considered personal devices configured for use by a single user. The shared device  312  is a desk phone, a computer, a mobile device, or a different device which may instead be configured for use by multiple specified or unspecified users. 
     Each of the clients  304  through  310  includes or runs on a computing device configured to access at least a portion of the software platform  300 . In some implementations, the customer  302  may include additional clients not shown. For example, the customer  302  may include multiple clients of one or more client types (e.g., multiple desk phones, multiple computers, etc.) and/or one or more clients of a client type not shown in  FIG.  3    (e.g., wearable devices, televisions other than as shared devices, or the like). For example, the customer  302  may have tens or hundreds of desk phones, computers, mobile devices, and/or shared devices. 
     The software services of the software platform  300  generally relate to communications tools, but are in no way limited in scope. As shown, the software services of the software platform  300  include telephony software  312 , virtual meeting software  314 , messaging software  316 , and other software  318 . Some or all of the software  312  through  318  uses customer configurations  320  specific to the customer  302 . The customer configurations  320  may, for example, be data stored within a database or other data store at a database server, such as the database server  110  shown in  FIG.  1   . 
     The telephony software  312  enables telephony traffic between ones of the clients  304  through  310  and other telephony-enabled devices, which may be other ones of the clients  304  through  310 , other VOIP-enabled clients of the customer  302 , non-VOIP-enabled devices of the customer  302 , VOIP-enabled clients of another customer, non-VOIP-enabled devices of another customer, or other VOIP-enabled clients or non-VOIP-enabled devices. Calls sent or received using the telephony software  312  may, for example, be sent or received using the desk phone  304 , a softphone running on the computer  306 , a mobile application running on the mobile device  308 , or using the shared device  310  where same includes telephony features. 
     The telephony software  312  further enables phones which do not include a client application to connect to other software services of the software platform  300 . For example, the telephony software  312  may receive and process calls from phones not associated with the customer  302  to route that telephony traffic to one or more of the virtual meeting software  314 , the messaging software  316 , or the other software  318 . 
     The virtual meeting software  314  enables audio, video, and/or other forms of virtual meetings between multiple devices, such as to facilitate a conference between the users of those devices. The virtual meeting software  314  can include functionality for hosting, presenting scheduling, joining, or otherwise participating in a virtual meeting. The virtual meeting software  314  may further include functionality for recording some or all of a virtual meeting and/or documenting a transcript for the virtual meeting. 
     The messaging software  316  enables instant messaging, unified messaging, and other types of messaging communications between multiple devices, such as to facilitate a chat or like virtual conversation between users of those devices. The unified messaging functionality of the messaging software  316  may, for example, refer to email messaging which includes voicemail transcription service delivered in email format. 
     The other software  318  enables other functionality of the software platform  300 . Examples of the other software  318  include, but are not limited to, device management software, resource provisioning and deployment software, administrative software, third party integration software, and the like. In one particular example, the other software  318  can include a routing engine for routing calls from phones received over a telephony system to software services of the software platform  300 . 
     The software  312  through  318  may be implemented using one or more servers, for example, of a datacenter such as the datacenter  106  shown in  FIG.  1   . For example, one or more of the software  312  through  318  may be implemented using an application server, a database server, and/or a telephony server, such as the servers  108  through  112  shown in  FIG.  1   . In another example, one or more of the software  312  through  318  may be implemented using servers not shown in  FIG.  1   , for example, a meeting server, a web server, or another server. In yet another example, one or more of the software  312  through  318  may be implemented using one or more of the servers  108  through  112  and one or more other servers. The software  312  through  318  may be implemented by different servers or by the same server. 
     Features of the software services of the software platform  300  may be integrated with one another to provide a unified experience for users. For example, the messaging software  316  may include a user interface element configured to initiate a call with another user of the customer  302 . In another example, the telephony software  312  may include functionality for elevating a telephone call to a virtual meeting. In yet another example, the virtual meeting software  314  may include functionality for sending and receiving instant messages between participants and/or other users of the customer  302 . In yet another example, the virtual meeting software  314  may include functionality for file sharing between participants and/or other users of the customer  302 . In some implementations, some or all of the software  312  through  318  may be combined into a single software application run on clients of the customer, such as one or more of the clients  304  through  310 . 
       FIG.  4    is a block diagram of an example of servers used to integrate voice and video features of a software platform, which may, for example, be the software platform  300  shown in  FIG.  3   . As shown, a first server  400  and a second server  402  communicate based on a call received from a phone  404 . The first server  400  includes a telephony service  406 . The second server includes a software service  408 . The call from the phone  404  is processed by the telephony service  406  to route the call to the software service  408 . 
     The phone  404  may be a phone associated with a customer of the software platform (e.g., the desk phone  304  or the mobile device  308  of the customer  302  shown in  FIG.  3   ) or a phone which is not associated with a customer of the software platform. For example, the phone  404  may or may not have a client application associated with the software service  408  or the software platform installed or otherwise running thereon. Routing the call to the software service  408  enables an operator of the phone  404  to connect to software of the software platform, which may, for example, be one of the software  312  through  318  shown in  FIG.  3   . Although the first server  400  and the second server  402  are shown as separate servers, in some implementations, a single server may include both the telephony service  406  and the software service  408 . 
     The telephony service  406  includes one or more telephony aspects which receive and process a call from the phone  404 . For example, the telephony service  406  may be implemented using the telephony server  112  shown in  FIG.  1   . The telephony service  406  may include one or more of a PBX, a SBC, and/or other telephony aspects. The telephony service  406  accesses a data store  410  storing routing rules to determine how to route the call from the phone  404 . The data store  410  may be a database or other data store associated with the software platform. For example, the data store  410  may be implemented using the database server  110  shown in  FIG.  1   . 
     In particular, the routing rules stored in the data store  410  are generated to identify a software service of the software platform (e.g., the software service  408  or another software service) to which to route a call to a certain phone number or extension. For example, a first routing rule may indicate that a phone call to a first phone number or extension should be routed to a particular virtual meeting for a certain operator at a customer of the software platform, so as to connect the caller with that virtual meeting and to enable the caller to participate in the virtual meeting. In another example, a second routing rule may indicate that a phone call to a second phone number or extension should be routed to a software service associated with a universal identifier defined for the customer, so as to enable the caller to use the software service. 
     The routing rules may be generated at a device registered with the software platform. For example, the device may be one of the clients  304  through  310  shown in  FIG.  3   . Generating a routing rule may include customizing a routing pathway for a call from the telephony service  406  to the software service  408 . In some implementations, the routing rule may be associated with an identifier for the software service  408 . For example, the identifier may be a meeting identifier used to identify a specific virtual meeting to which to connect a caller where the software service  408  is or includes virtual meeting software. In another example, the identifier may be a universal identifier used to access or authenticate the caller to access the software service. 
     Although the software service  408  is a multi-tenant software aspect delivered to multiple users and customers of the software platform, the phone numbers and extensions identified within a routing rule and thus used to generate a routing rule a customized for a specific customer. In this way, callers who wish to reach a customer may connect to a particular instance of the software service (e.g., a particular virtual meeting) by dialing a phone number or extension which is specific to that customer. 
       FIG.  5    is a block diagram of an example of a telephony system  500  and a meeting system  502  of a software platform, which may, for example, be the software platform  300  shown in  FIG.  3   . The telephony system  500  routes a call received from a phone  504 , which may, for example, be the phone  404  shown in  FIG.  4   , to a software service implemented using the meeting system  502 . The telephony system  500  and the meeting system  502  may be implemented on the same or different servers. In some implementations, the telephony system  500  may be implemented on a first server, for example, the first server  400  shown in  FIG.  4   , and the meeting system  502  may be implemented on a second server, for example, the second server  402  shown in  FIG.  4   . For example, the telephony system  500  may be or include the telephony service  406  shown in  FIG.  4    and the meeting system  502  may be or include the software service  408  shown in  FIG.  4   . 
     The telephony system  506  includes a PBX  506  and a routing engine  508 . The PBX  506  is a PBX of the software platform and is configured to handle and process telephony traffic for one or more customers of the software platform. The routing engine  508  is software which processes calls received at the telephony system  500  using routing rules customized for a customer of the software platform to determine software services to which to route those calls. For example, the routing engine  508  may access a data store that stores the routing rules to identify a routing rule for a call received from the phone  504 . The data store may, for example, be the data store  410  shown in  FIG.  4   . A routing rule identified based on a call configures the PBX to route the call to the meeting system  502 . 
     The meeting system  502  includes a switching/routing tool  510  and virtual meeting software  512 . The virtual meeting software  512 , which may, for example, be the virtual meeting software  314  shown in  FIG.  3   , implements virtual meetings as instances of the virtual meeting software  512 . A virtual meeting includes transmitting and receiving video, audio, and/or other data between clients and/or phones of virtual meeting participants. Each client and phone may connect to the virtual meeting software  512  through the meeting system  502  using separate input streams to enable operators thereof to participate in a virtual meeting together using the virtual meeting software  512 . 
     The virtual meeting software  512  includes a dedicated meeting view for each input stream received and processed at the meeting system  502 . For example, a meeting view may be represented within a graphical user interface (GUI) of the virtual meeting software  512  by a dedicated box for a given participant. The content of the meeting view for a given participant may be dependent upon the source of the input stream for that participant. For example, where a participant accesses the virtual meeting software  512  from a client, the meeting view for the participant may include a video output stream transmitted from the meeting system for viewing by all participants based on a video input stream received from the client, although the participant may optionally disable video features to suspend the video output stream from being presented in the meeting view. In another example, where a participant access the virtual meeting software  512  from a phone, such as the phone  504 , the meeting view for the participant may be limited to a static image or other default background aspect since there is no video output stream produced for that participant. 
     The switching/routing tool  510  directs bitstreams through applicable network infrastructure and/or other hardware to deliver the bitstreams to the virtual meeting software  512 . The virtual meeting software  512  delivers output bitstreams representative of the respective encoded streams to each connected client and/or phone. In some implementations, the switching/routing tool  510  may be included in the virtual meeting software  512 . 
     To participate in a virtual meeting at the virtual meeting software  512 , an operator of the phone  504  calls a phone number or extension which is associated with a customer of the software platform. The routing engine  508  receives the call and processes information signaled with the call, such as the phone number or extension dialed by the operator of the phone  504 , to identify a routing rule defined for the customer. For example, the routing engine  508  may search a data store that stores the routing rules for a routing rule associated with the phone number or extension. Upon identifying a routing rule, the routing engine  508  passes the call to the PBX  506  to deliver the call to the intended destination indicated by the routing rule, which in this case is the virtual meeting software  512 . For example, the PBX  506  may transmit the call to the switching/routing tool  510  for delivery to the virtual meeting software  512 . In another example, the PBX  506  may transmit the call directly to the virtual meeting software  512 . A channel  514  is then opened between the phone  504  and the virtual meeting software  512  to allow the operator of the phone  504  to participate in a virtual meeting associated with the dialed phone number or extension at the virtual meeting software  512 . 
     In some implementations, telephony system  500  may include a VOIP gateway to prepare a digital telephony signal for processing at the meeting system  502  based on the call received from the phone  504 . 
     In some implementations, other software services may be accessible in connection with a virtual meeting implemented using the meeting system  502 . For example, a virtual meeting may include or otherwise integrate functionality for instant messaging, unified messaging, and other types of messaging communications between participants of the virtual meeting, such as to facilitate a chat or like virtual conversation between users of those participants. Those other software services may be implemented at the meeting system  502  and/or a different aspect of the software platform. 
     In some implementations, a communication over another software service, such as an instant messaging, email, or chat service, may lead to a routing of a call from the phone  504  to the virtual meeting software  512 . For example, an instant message, email, or chat communication between two or more participants may be escalated to a virtual meeting. A call-in number to use for the virtual meeting may be provided over the communication. Participants of the communication may then call into the virtual meeting from their phones by dialing the call-in number, which may be a phone number or extension, that routes the calls through the telephony system  500  to the meeting system  502  according to a routing rule associated with the call-in number to allow the participants of the communication to participate in a virtual meeting. 
       FIG.  6    is a block diagram of example functionality of a routing engine  600  used by a telephony system of a software platform. For example, the routing engine  600  may be the routing engine  508  shown in  FIG.  5    and the software platform may be the software platform  300  shown in  FIG.  3   . The routing engine  600  includes software tools for routing calls from phones received over a telephony system to software services of the software platform. As shown, the routing engine  600  includes a routing rule generation tool  602 , a call input processing tool  604 , a routing rule identification tool  606 , and a call output routing tool  608 . Although the tools  602  through  608  are shown as functionality of the routing engine  600  as a single piece of software, in some implementations, some or all of the tools  602  through  608  may exist outside of the routing engine  600 . 
     The routing rule definition tool  602  is used to generate routing rules for routing calls to phone numbers or extensions to software services of a software platform. An operator of a device registered with the software platform for a customer of the software platform provides input used to generate a routing rule. The input identifies the phone number or extension that when called is routed to a particular destination within the software platform. The input further identifies that particular destination as a software service of the software platform. For example, the destination to which to route a call may be an instance of virtual meeting software, for example, the virtual meeting software  512  shown in  FIG.  5   . 
     The call input processing tool  604  processes input to the routing engine  600 , which is a call received from a phone, for example, the phone  504  shown in  FIG.  5   . The call input processing tool  604  in particular processes the call to identify information signaled with the call which is usable to identify a routing rule. For example, the information signaled with the call may be one or more of a phone number or extension dialed by the operator of the phone, a response to an IVR system, a meeting identifier for a virtual meeting, a universal identifier for a software service which may be a virtual meeting service or another software service, or the like. 
     The routing rule identification tool  606  searches a data store that stores routing rules based on the information signaled with the call to identify a routing rule to use to route the call to a particular destination of the software service. For example, the routing rule identification tool  606  may search the data store based on a phone number or extension signaled by the call. A routing rule is identified where that routing rule identifies the phone number or extension. 
     The call output routing tool  608  outputs the call for routing through the software platform. In particular, the call output routing tool  608  signals the destination for the call as determined based on the identified routing rule. In some implementations, the output of the call output routing tool  608 , and thus the output of the routing engine  600 , may be transmitted to a PBX which will deliver the telephony traffic of the call to the destination software service. In some implementations, the output of the call output routing tool  608  may be transmitted directly to a system which provides the destination software service. 
     To further describe some implementations in greater detail, reference is next made to examples of techniques which may be performed by or using an integrated voice and video platform.  FIG.  7    is a flowchart of an example of a technique  700  for routing a call to a software service in an integrated voice and video platform, such as a UCaaS platform. The technique  700  can be executed using computing devices, such as the systems, hardware, and software described with respect to  FIGS.  1 - 6   . The technique  700  can be performed, for example, by executing a machine-readable program or other computer-executable instructions, such as routines, instructions, programs, or other code. The steps, or operations, of the technique  700  or another technique, method, process, or algorithm described in connection with the implementations disclosed herein can be implemented directly in hardware, firmware, software executed by hardware, circuitry, or a combination thereof. 
     For simplicity of explanation, the technique  700  is depicted and described herein as a series of steps or operations. However, the steps or operations in accordance with this disclosure can occur in various orders and/or concurrently. Additionally, other steps or operations not presented and described herein may be used. Furthermore, not all illustrated steps or operations may be required to implement a technique in accordance with the disclosed subject matter. 
     At  702 , a call is received from a phone via a telephony system associated with a software platform. The phone may be a phone pre-registered with the software platform. For example, the phone may be the desk phone  304  or the mobile device  308  of the customer  302  shown in  FIG.  3   . Alternatively, the phone may be a phone which is not pre-registered with the software platform. For example, the phone may be a phone operated by someone who is not part of the customer of the software platform. The call is to a phone number or extension associated with the customer of the of the software platform. 
     At  704 , a routing rule customized for the software platform is identified based on information signaled with the call. The routing rule is generated for customer of the software platform. In particular, the phone number or extension called by the phone as the call received via the telephony system is customized for the customer of the software platform. Thus, the routing rule is customized in that it is based on a customized phone number or extension for the customer. 
     The information signaled with the call includes the phone number or extension dialed by the caller. For example, that phone number or extension may be signaled in a bitstream of the call or otherwise signaled based on the receipt of the call to that phone number or extension. Alternatively, or additionally, the information signaled with the call may include a response to an IVR system. 
     The routing rule is generated based on input received from a device registered with the software platform for the customer. For example, the input may specify a software service and a phone number or extension to route to the software service. The routing rule may be stored in a data store associated with the software platform. For example, a routing engine of the software platform may access the data store to identify a corresponding routing rule upon receiving or otherwise detecting a call to a phone number or extension. There may be multiple routing rules customized for a customer of the software platform. Each of the routing rules may be configured to route calls to different phone numbers or extensions to different software services of the software platform or to different instances thereof (e.g., different virtual meetings of virtual meeting software). 
     At  706 , a software service of the software platform is determined based on the routing rule. The software service is associated with the routing rule. For example, the routing rule may indicate the software service or instance thereof to which to route a call to a corresponding phone number or extension. The software service can thus be determined by identifying the routing rule, such as within a data store. 
     The phone number or extension may in some cases be associated with a universal identifier. For example, when generating the routing rule, the routing rule can be defined to route calls to a certain phone number or extension to a software service using a universal identifier for the software service. The universal identifier is used to authenticate the caller to access the software service. Determining the software service may thus in some cases include identifying a universal identifier associated with the routing rule. In some implementations, determining the software service may further include authenticating the caller to the software service using the universal identifier. 
     At  708 , the phone is connected with a software system that provides the software service. The software system may include hardware and/or software used to implement the software service. For example, the software system may refer to one or both of software or a server device which runs the software. For example, where the software service is a virtual meeting, the software system may include one or both of virtual meeting software of the software platform or a server device which runs the virtual meeting software. Connecting the phone with the software system includes routing the call to the software system and opening a channel between the phone and the software system. 
     Where the caller from the phone is the first participant to connect with the software service, connecting the phone with the software system can include launching the software service. For example, where the software service is or includes virtual meeting software and the caller is the first to join the virtual meeting thereat, connecting the phone with the software system can include launching an instance of the virtual meeting software to start the virtual meeting. 
     The implementations of this disclosure can be described in terms of functional block components and various processing operations. Such functional block components can be realized by a number of hardware or software components that perform the specified functions. For example, the disclosed implementations can employ various integrated circuit components (e.g., memory elements, processing elements, logic elements, look-up tables, and the like), which can carry out a variety of functions under the control of one or more microprocessors or other control devices. Similarly, where the elements of the disclosed implementations are implemented using software programming or software elements, the systems and techniques can be implemented with a programming or scripting language, such as C, C++, Java, JavaScript, assembler, or the like, with the various algorithms being implemented with a combination of data structures, objects, processes, routines, or other programming elements. 
     Functional aspects can be implemented in algorithms that execute on one or more processors. Furthermore, the implementations of the systems and techniques disclosed herein could employ a number of conventional techniques for electronics configuration, signal processing or control, data processing, and the like. The words “mechanism” and “component” are used broadly and are not limited to mechanical or physical implementations, but can include software routines in conjunction with processors, etc. Likewise, the terms “system” or “tool” as used herein and in the figures, but in any event based on their context, may be understood as corresponding to a functional unit implemented using software, hardware (e.g., an integrated circuit, such as an ASIC), or a combination of software and hardware. In certain contexts, such systems or mechanisms may be understood to be a processor-implemented software system or processor-implemented software mechanism that is part of or callable by an executable program, which may itself be wholly or partly composed of such linked systems or mechanisms. 
     Implementations or portions of implementations of the above disclosure can take the form of a computer program product accessible from, for example, a computer-usable or computer-readable medium. A computer-usable or computer-readable medium can be a device that can, for example, tangibly contain, store, communicate, or transport a program or data structure for use by or in connection with a processor. The medium can be, for example, an electronic, magnetic, optical, electromagnetic, or semiconductor device. 
     Other suitable mediums are also available. Such computer-usable or computer-readable media can be referred to as non-transitory memory or media, and can include volatile memory or non-volatile memory that can change over time. A memory of an apparatus described herein, unless otherwise specified, does not have to be physically contained by the apparatus, but is one that can be accessed remotely by the apparatus, and does not have to be contiguous with other memory that might be physically contained by the apparatus. 
     While the disclosure has been described in connection with certain implementations, it is to be understood that the disclosure is not to be limited to the disclosed implementations but, on the contrary, is intended to cover various modifications and equivalent arrangements included within the scope of the appended claims, which scope is to be accorded the broadest interpretation so as to encompass all such modifications and equivalent structures as is permitted under the law.