US Patent 9955021 Analysis of call metrics for call direction

Processing of VoIP calls routed by an IPBX server are disclosed. At least one processing circuit is communicatively coupled to an Internet-Protocol Private Branch Exchange (IPBX) server that is configured and arranged to route Voice over Internet Protocol (VoIP) calls for a plurality of agents in a call center. The processing circuit is configured to receive call event messages from the IPBX server for calls routed by the IPBX server, generate, during a call to a first agent of the plurality of agents, a set of data metrics including call summary metrics based on the call event messages; and redirect, during the call to the first agent, the call to a second agent of the plurality of agents in response to the set of data metrics satisfying a set of criteria indicated in a policy.