Patent ID: 7415104

Claim:
A context aware call handling system comprising: a shared database; a communication network; a user interface for setting user preference call handling rules; and an application level for making assertions to said shared database relating to current user context and incoming call information from a caller over said communication network, and in response handling said incoming call by applying said user preference call handling rules based on said user context and said call information; and wherein said application level further comprises a plurality of server modules and client modules for performing knowledge management and agent services, including: a user knowledge management module for setting said current user context and said user preference call handling rules as assertions in said shared database; a client agent services module for receiving a notification of said incoming call from said communication network and in response generating agent processing reguests as assertions in said shared database; a system knowledge management module having a context set sub-module for administrator creation and modification of context hierarchy; and a server agent services module for receiving said agent processing reguests via said shared database and in response assigning at least one relationship between said user and said caller, retrieving said at least one relationship between the user and said caller and said current user context, and selecting a single one of said user preference call handling rules based on said relationship.