Automated Telephone Call Correlation with Session Data
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Solution Overview
Problem
Conventional DTMF payment processing systems require manual correlation of telephone calls with payment instances, which is time-consuming, costly, and prone to errors.
Innovation Solution
Automating the correlation of telephone calls with third-party service information by determining call identification data and session data at the communication management system and using it to identify and correlate the call with the third-party service system, eliminating the need for manual intervention.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If manual correlation of telephone calls with payment instances is used, then the system is simple to implement, but the processing time is excessive and error-prone
Solution Approach 1:
The system performs preliminary actions by capturing call identification data (such as session IDs, timestamps, or call reference numbers) at the communication management system before the payment processing occurs. This pre-captured data is then automatically matched with payment instances, eliminating the need for manual correlation and significantly reducing processing time while maintaining system simplicity.
Solution Approach 2:
The patent introduces an intermediary mechanism - a correlation data structure that includes call identification data - that acts as a bridge between the communication management system and the payment processing system. This intermediary enables automatic matching without requiring complex direct integration between systems, thus improving productivity while controlling complexity.
2Reliability
If manual correlation processes are used, then implementation is straightforward, but errors increase and efficiency decreases
Solution Approach 1:
The system implements self-service by enabling automatic self-correlation of calls with payment instances through the exchange and matching of correlation data structures. The communication management system and payment processing system automatically match calls to payments using embedded call identification data, eliminating manual intervention and its associated errors, thereby improving reliability while reducing processing time.
Solution Approach 2:
The patent employs feedback mechanisms where the payment processing system sends correlation requests with payment instance data back to the communication management system, which then provides the matching call identification data. This feedback loop ensures accurate matching and verification, improving correlation accuracy while automating the process to reduce time loss.
3Productivity
If automated correlation is implemented, then processing efficiency improves, but system complexity increases
Solution Approach 1:
The patent segments the correlation function into distinct, manageable components: call identification data capture at the communication management system, correlation data structure creation, and payment instance matching at the payment processing system. This segmentation allows automated correlation to be implemented through simple, modular exchanges of structured data, improving payment processing efficiency while avoiding excessive system complexity.
Data Source
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AI summary
There is provided a method of correlating a telephone call between a first party and a second party with information that is to be used in a third party service implemented in relation to the telephone call. The method comprises routing telephone calls involving the first party via a third party service system that implements the third party service. The method further comprises, at a communication management system of the first party, determining call identification data for the telephone call and session data associated with a session of the third party service to be implemented in relation to the telephone call, and sending the call identification data and the session data to the third party service system; and, at the third party service system, receiving the call identification data and the session data from the communication management system, using the received call identification data to identify the telephone call, using the received session data to determine the information that is be used in the third party service, and correlating the information with the identified telephone call.