Call Distribution Apparatus for Direct Agent Routing
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Solution Overview
Problem
In call centers, incoming calls are often placed on hold until a responsible agent becomes available, leading to continuous call charges and nonproductive use of information data channels and system resources.
Innovation Solution
The method allows incoming calls to be directly relayed to the relevant agent if inquiry information is contained in the dialing information, eliminating the need for an interactive voice response device to interrogate the caller, and utilizing a call distribution apparatus that detects source call numbers for routing calls based on pre-defined dialing information, such as direct dialing numbers, without incurring charges until the call is accepted by the agent.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If incoming calls are placed on hold until a responsible agent becomes available, then call charges are continuously incurred and system resources are occupied, but the caller must wait for agent availability
Solution Approach 1:
The system performs preliminary action by extracting and validating the inquiry information from the dialing information before the call is fully established. The call distribution apparatus checks whether the dialing information contains inquiry information that can be used to identify the responsible agent in advance, allowing the call to be routed directly without requiring the caller to wait for agent availability through traditional hold queues.
Solution Approach 2:
The invention extracts the inquiry information from the dialing information stream. By taking out the relevant inquiry data that is already present in the dialing information, the system can identify the responsible agent and route the call directly, eliminating the need for the caller to remain in a waiting loop and continuously incur call charges while occupying system resources.
2Measurement precision
If an interactive voice response device interrogates the caller for inquiry information, then the responsible agent can be identified, but call charges are incurred during the waiting time
Solution Approach 1:
The system performs preliminary action by extracting and validating the inquiry information from the dialing information before the call is fully established. The call distribution apparatus checks whether the dialing information contains inquiry information that can be used to identify the responsible agent in advance, allowing the call to be routed directly without requiring the caller to wait for agent availability through traditional hold queues.
Solution Approach 2:
The invention skips the traditional IVR interrogation process by directly utilizing the inquiry information that is already present in the dialing information. This rushing through the call distribution process eliminates the waiting time that would otherwise be required for the IVR to interrogate the caller, while still achieving accurate identification of the responsible agent.
3Loss of energy
If calls are relayed directly to the relevant agent via dialing information, then call charges are avoided, but the system requires sophisticated call distribution apparatus
Solution Approach 1:
The call distribution apparatus is designed with multi-functionality to handle both traditional IVR calls and direct dialing information extraction. It can process incoming calls, extract inquiry information from dialing information, validate the extracted data, and route calls to appropriate agents or queues. This universal design allows the system to avoid call charges for direct routing while maintaining compatibility with existing call handling procedures.
Solution Approach 2:
The call distribution apparatus acts as an intermediary between the switching device and the agents. It receives calls from the switching device, extracts and validates inquiry information from the dialing information, determines the responsible agent or queue, and routes the call accordingly. This intermediary function enables sophisticated call routing without requiring fundamental changes to the existing switching infrastructure.
4Productivity
If inquiry information is extracted from dialing information, then calls can be routed directly without IVR interrogation, but the dialing information must be processed and validated
Solution Approach 1:
The system performs preliminary action by extracting and validating the inquiry information from the dialing information before the call is fully established. The call distribution apparatus checks whether the dialing information contains inquiry information that can be used to identify the responsible agent in advance, allowing the call to be routed directly without requiring the caller to wait for agent availability through traditional hold queues.
Solution Approach 2:
The call distribution apparatus incorporates feedback mechanisms to validate the extracted inquiry information. It checks whether the extracted information is valid and complete before routing the call, ensuring that the inquiry information can be reliably used to identify the responsible agent. This feedback loop prevents erroneous routing while maintaining high call routing speed.
Data Source
AI summary
A method for call distribution is disclosed, where an incoming call is forwarded by a switching device to a call distribution device via dialing information input by the caller. The call distribution apparatus device checks whether the dialing information contains permissible inquiry information. If this is not so, the caller is requested to input inquiry information by an interactive voice response device. The call distribution apparatus causes the call to be switched to an agent responsible for the specified inquiry via the switching device via the inquiry information contained in the dialing information or interrogated by the voice response device.