Amazon Technologies, Inc.

Zachary Lee Yeager

Jagwinder Singh Brar

Jon R Jay

Joseph Daniel Sullivan

Eric Chou

Terrence M Skemer

Ajit Kumar

Disclosed are various embodiments for a call routing application. Routes are evaluated according to selection scores of call routes. The selection scores are calculated based on weighted call quality data corresponding to past calls on the call routes. A call route is selected according to an evaluation including call costs or other criteria. A call is then routed via the selected call route to the call endpoint.

Quality-based phone routing

Disclosed are various embodiments for a call routing application. Routes are evaluated according to aggregated call quality data with respect to a call endpoint. A route is selected according to the evaluation, call costs, or other criteria. A call is then routed via the route to the call endpoint.

Organizations may employ private computer networks to enable customers to place a telephone call to customer service agents (CSAs). To maintain high customer service, it may desirable to expand the private computer network's ability to respond to customer calls on-demand. One or more requests for additional telephony resources may be submitted to a telephony resource allocation service in communication with a configurable network service. The telephony resource allocation service may determine telephony resources available for allocation to the private computer network and facilitate communication between the configurable network service and the private computer network. In this manner, additional computer private network extensions executing instances of call distribution services may also be generated and configured. Thus, the capacity of the private computer network to respond to customer calls may be expanded, while the additional private network extensions may manage distribution of calls to the CSAs transmitted over the allocated telephony resources.

Systems and methods for allocation of telephony resources on-demand

An organization conducting transactions with customers may employ a private computer network to enable customers to place a telephone call to customer service agents (CSAs). To maintain high customer service, it may desirable to expand the private computer network's ability to respond to customer calls on-demand. One or more requests for additional telephony resources may be submitted to a telephony resource allocation service in communication with a configurable network service. The telephony resource allocation service may determine telephony resources available for allocation to the private computer network and facilitate communication between the configurable network service and the private computer network. In this manner, additional computer private network extensions executing instances of call distribution services may also be generated and configured. Thus, the capacity of the private computer network to respond to customer calls may be expanded, while the additional private network extensions may manage distribution of calls to the CSAs transmitted over the allocated telephony resources.

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Seattle, WA, United States of America

Zachary Lee Yeager