Call Flow Indicator for Visualizing Communication Paths
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Solution Overview
Problem
Existing call tracking systems fail to effectively visualize and distinguish the path taken by a calling party in a business environment, leading to inefficiencies in handling customer inquiries and advertising campaign effectiveness.
Innovation Solution
A method and apparatus that provide call flow information to terminal devices by generating a call flow indicator including identifiers of initial and alternate destinations, allowing for real-time visualization of call paths and efficient call routing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If call tracking systems are implemented to monitor communication paths, then call flow visibility is improved, but system complexity increases
Solution Approach 1:
The patent introduces an intermediary call tracking system that acts as a mediator between the communication network and terminal devices. This intermediary component generates and manages call flow indicators, which are then transmitted to terminal devices to provide call path information without requiring complex modifications to the existing communication infrastructure.
2Adaptability or versatility
If multiple contact numbers are advertised for different functions, then customer service coverage is improved, but call routing efficiency deteriorates
Solution Approach 1:
The patent implements preliminary action by pre-configuring call flow indicators that contain information about the initial destination and alternate destinations. This allows the system to prepare routing information in advance, enabling rapid call forwarding decisions without requiring real-time analysis when a call arrives, thus reducing forwarding delays while maintaining multiple contact number coverage.
Data Source
AI summary
Methods and apparatus for providing call flow information to devices associated with call flow destinations are provided herein. In some embodiments, a method for providing call flow information to a terminal device comprises receiving a communication specifying an initial destination from a calling party, and at least one of assigning the received communication to a terminal device associated with the initial destination and an alternate destination, forwarding the received communication from a terminal device associated with the initial destination to a terminal device associated with the alternate destination, or re-assigning the received communication to a terminal device associated with the alternate destination rather than with the initial destination responsive to a call set up failure. A call flow indicator is generated and transmitted to the terminal device associated with the alternate destination, the call flow indicator including an identifier of the initial destination and an identifier of the alternate destination.