Call Control Rules for Switching Voice Calls to Digital Channels
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Solution Overview
Problem
Telephonic communications are disconnected from internet-based communication channels, limiting the opportunity for initiating alternative communication methods, especially for devices with varying connectivity levels.
Innovation Solution
Implement computing systems that determine the connectivity of a call-originating device and transmit hyperlinks via non-internet channels to initiate alternative communication channels based on rules such as time or caller identity.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If telephonic communications are kept separate from internet-based communication channels, then traditional voice call reliability is maintained, but the ability to initiate alternative communication methods is limited
Solution Approach 1:
The patent merges telephonic communication channels with internet-based communication channels by enabling the transmission of hyperlinks via SMS or other non-internet channels during a voice call. This allows callers to initiate alternative communication methods (email, web chat, social media) while maintaining the reliability of traditional voice calls, thus resolving the contradiction between adaptability and reliability.
Solution Approach 2:
The system uses an intermediary mechanism where hyperlinks are transmitted through non-internet channels (such as SMS) during a voice call. This intermediary approach allows the caller to access internet-based communication options without requiring the call itself to transition to an internet-based channel, thereby maintaining call reliability while enabling communication versatility.
2Productivity
If manual search for communication channels is required, then user autonomy is maintained, but time efficiency is reduced
Solution Approach 1:
The system performs preliminary action by automatically generating and transmitting hyperlinks to alternative communication channels during the voice call itself. Instead of requiring the user to manually search for communication options after the call is established, the system proactively provides clickable links that enable immediate transition to email, web chat, or social media, thus improving productivity without significantly increasing operational complexity.
Solution Approach 2:
The system enables self-service by allowing users to automatically initiate alternative communication channels by simply clicking on the transmitted hyperlinks. The system handles the complex tasks of generating appropriate links, determining which communication channels are available, and managing the transition between channels, while the user only needs to perform the simple action of clicking a link, thereby improving productivity with minimal increase in operational complexity.
3Adaptability or versatility
If call control rules are not implemented, then simple call handling is maintained, but service delivery based on contextual conditions is limited
Solution Approach 1:
The system applies parameter changes by implementing call control rules that automatically adjust communication behavior based on contextual parameters such as time of day, caller identity, or call duration. For example, the system can determine whether to transmit hyperlinks for alternative communication channels based on these parameters, enabling contextual service delivery without requiring complex manual intervention, thus improving adaptability while keeping system complexity manageable through automated rule-based decisions.
Data Source
AI summary
Computer program products, methods, systems, apparatus, and computing entities are provided for call control. Upon receipt of a voice call initiated by a mobile device, one or more call control rules associated with the phone number through which the voice call was received is determined, and responsive to identifying the one or more call control rules, an alternative communication session is initiated with the mobile device by transmitting a message to the mobile device including a hyperlink to initiate the alternative communication session. The voice call is then suspended and then later terminated upon determining that a user of the mobile device selects the hyperlink to initiate the alternative communication session.