Call Flow Management via Directory Server Parameter Injection
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Solution Overview
Problem
Interactive Voice Response (IVR) systems face challenges in dynamically managing call flows based on specific parameters such as date, time, and database identifiers, as existing systems lack efficient mechanisms to customize and execute call flows across multiple Voice Response Units (VRUs) without prior prediction of which VRU will handle the call.
Innovation Solution
A system comprising a directory server and multiple VRUs, where one VRU selects a call flow based on an identifier, writes custom parameters to the directory server, and invokes the call flow, allowing any VRU to retrieve and execute these parameters, including date, time, or database identifiers, ensuring customized handling regardless of which VRU processes the call.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a VRU selects and writes custom parameters to the directory server for call flow execution, then the adaptability of the system to handle specific call scenarios is improved, but the device complexity increases due to the need for directory server communication and parameter management
Solution Approach 1:
The directory server acts as an intermediary between VRUs and call flow parameters. Instead of VRUs directly managing complex call flow configurations, they simply write and retrieve parameters through the directory server, which handles the complexity of parameter management and validation centrally.
Solution Approach 2:
The system uses parameter copies stored in the directory server that can be retrieved by any VRU. When a VRU writes custom parameters, these are stored as reusable templates that other VRUs can copy and apply, reducing the need for each VRU to maintain complete call flow definitions.
2Productivity
If the system allows any VRU to retrieve and execute custom parameters from the directory server, then the productivity of call handling is improved, but the reliability may be affected by network dependencies and parameter synchronization issues
Solution Approach 1:
The directory server provides universal parameter storage that serves all VRUs in the system. Any VRU can retrieve the same validated parameters, ensuring consistency across multiple VRUs while maintaining a single source of truth for call flow configurations.
Solution Approach 2:
Parameters are written to and validated in the directory server before being retrieved by VRUs for execution. This preliminary validation ensures that only correct and consistent parameters are used, preventing runtime errors and maintaining reliability.
3Adaptability or versatility
If the system stores and manages multiple parameters (date, time, database identifiers) in the directory server, then the adaptability to handle varied call scenarios is improved, but the quantity of data managed increases, leading to higher storage and retrieval overhead
Solution Approach 1:
The system stores different types of parameters (date, time, database identifiers) with specific formats and validation rules appropriate to each type. Each parameter has localized quality requirements that are validated independently, allowing efficient storage and retrieval without treating all data uniformly.
Data Source
AI summary
In a voice response unit (VRU) that is one of a plurality of VRU's, a call flow can be selected for an inbound voice call based on an identifier for the inbound voice call. A parameter can then be written to at least one directory server, the parameter specified to replace a default parameter for the selected call flow. The selected call flow can be invoked according to the parameter.