Outgoing Call Disposition Tracking via Server Intermediary
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Solution Overview
Problem
Current telephony call logs do not provide information on the final status of outgoing calls, making it difficult for users to track the disposition of these calls.
Innovation Solution
A communication server-based system determines the disposition of outgoing calls, including states like unanswered, answered, transferred, conferenced, forwarded, and landed in voicemail, and integrates this information into the call log, which can be accessed by users, administrators, or agents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If call logs only record basic call information (incoming, outgoing, missed), then the call log system remains simple and easy to operate, but users cannot obtain detailed disposition information about outgoing calls
Solution Approach 1:
The patent introduces a call log enhancement system that acts as an intermediary between the basic call logging function and the user's information needs. This system intercepts outgoing calls, monitors their disposition through integration with the telephony system, and enriches the basic call log entries with detailed disposition information such as answered, unanswered, voicemail, fax, or other final states, thereby resolving the information gap without fundamentally redesigning the entire call log infrastructure
Solution Approach 2:
The call log system enhances itself by automatically monitoring and recording call disposition information without requiring external intervention or manual user input. The system integrates with the telephony infrastructure to autonomously capture call outcomes and update call log entries, allowing the system to serve its own information needs while maintaining operational simplicity for users
2Productivity
If no disposition tracking is implemented, then the system operates with minimal complexity, but users handling large volumes of calls cannot effectively track and manage call outcomes
Solution Approach 1:
The system performs preliminary actions by pre-configuring disposition tracking for outgoing calls before the calls are made. It establishes monitoring parameters and integration points with the telephony system in advance, so that when calls are placed, the disposition information is automatically captured and recorded without requiring real-time user configuration or intervention during high-volume call periods
Solution Approach 2:
The call log system is enhanced to perform multiple functions: it continues to provide basic call recording (incoming, outgoing, missed) while simultaneously adding disposition tracking, call outcome analysis, and detailed status monitoring. This multi-functional approach allows users to manage diverse call tracking needs through a single integrated system rather than requiring separate tools for each function
Data Source
AI summary
Systems and methods for determining and providing call disposition information for outgoing calls are provided. More particularly, the disposition of a call placed from a communication device is determined, and associated with a call log for that communication device. The call disposition information is displayed or otherwise output to a user when the call log is accessed by the user. The call disposition information can be determined by a call disposition application running on a communication server that provides the call disposition information to a communication device for display by that communication device.